Customer Service Agent
Resume:
Rocita Faye Thompson
Columbus, GA 31909
******.********@****.***
****************@*****.***
Cell: 614-***-****
Cell: 706-***-****
Areas of Expertise
Customer Service Relations
Complaint Handling & Resolution
Customer Care Specialist
Customer Satisfaction Enhancement
Exceptional Communication Skills
Team Building & Training
Public Relations
FMLA Reports
BWC Reports
Employments Reports
Microsoft Office Products
Software
Microsoft Word; Microsoft Excel; Microsoft Power Point; E-FROI system; ICMS; EDA; Dolphin & Conduit Claim Systems; Jeter Filing System; Avaya Phone System; Lexmark X644E & X646E Scanner; DOTS Portal System; On Base System. Central Accounting Systems, KRONOS v8.1; Outlook; OHIO Administrative Knowledge System (Oaks); OHMS/NEOGOV; HCM People Soft Software; Nortel Networks Phone System; Shift Admin System; Imprivata System, SAP Concur System; Cisco WebEx System; Care Connect System; People Soft Financials System; CISCO Phone system; JTSnx; OQA; DJJ Vehicle Registration System; Office 365 Email; Power DMS; Georgia DJJ Intranet Gateway System; Share Point System, Web Based CMM Software, TRIS Training System, Micro-Soft Teams, Zoom Recording System, E-Verify, Avaya Phone System, Alabama New-Hire Electronic Filing System, Innovate CMS Admin System, Frist Choice Background Screening, Guard 1 Plus System, CCTV Cameras
Professional Experience
Aaron Cohn Regional Youth Detention Center Columbus, GA 2022 to 2024
Administrative Support II
Responsible for updating Director’s calendar.
Responsible for reserving vehicle for Director.
Facility Records Coordinator: Maintains facility records, compiles records inventory forms, prepares records for destruction/storage.
Responsible for updating local operating procedures and facility policy manuals.
Responsible for typing and filing daily, weekly, monthly, and quarterly meetings.
Responsible for compiling information for weekly and monthly Admin reports (Inspections, Youth Reports, COMPSTAT Report, Power DMS, and Detex Reports.
Maintain Guard 1 Plus reports for the Director.
Responsible maintaining Youth Grievance Binder and add to spreadsheet monthly.
Responsible for scheduling employees for agency required training in TRIS.
Maintaining and distributing mail throughout the facility, Inspect incoming mail for 60 Youth residents.
Responsible reconciling 20 employees’ timecards weekly in Kronos.
Responsible for running monthly timecards reports in Kronos.
Responsible for preparing and dropping off all UPS packages for the facility.
Responsible for gathering all Special Incident Reports, preparing them for morning meeting to go over.
Responsible for gathering body sheets, BHE, Special Incident Report form, downloading footage of the incident for the SIR from CCTV cameras.
Responsible for input of data into the OQA systems for SIR to attain a tracking number for the incident.
Back up support for our Volunteer Resource Coordinator.
Help set up PBIS for the youth in the facility.
Responsible for updating DJJ Organizational chart quarterly.
Power DMS Coordinator for the facility.
Responsible for updating all Power DMS Manuals.
Responsible for ensuring that all staff have completed their policy training.
Responsible for making corrections and updating all Local Operating Policies.
Back up to Compliance Manager.
Responsible for inputting incoming and outgoing youth files into our Juvenile Tracking System (JTS).
Responsible for inputting work orders into WEB Based CMMS Software/PM Software/Facility Maintenance/Maintenance Connection.
Eagle Recourses Staffing
Fraud Representative Columbus, OH 2022 to 2022
Responsible for checking customers’ accounts for fraudulent activity.
Reporting duplicate customers’ accounts.
Responsible for researching and correcting fraudulent charges on Customer accounts.
Responsible for making changes to customers’ accounts.
Responsible for looking up and correcting customer accounts.
Conduct in-depth investigations into suspicious activities and transactions.
Collaborate with internal and external partners to gather additional information and evidence related to fraud cases.
Prepare detailed case reports documenting findings and recommended actions.
Track/document work function activities so regular reports on fraud trends, incidents, and prevention activities for management and stakeholders.
Provide insights and recommendations based on analysis and reporting.
Tuskegee University Human Resources
Human Resource Associate Tuskegee, AL 2020 to 2021
Responsible for logging in all mail and make sure gets to the appropriate staff.
Responsible for logging in all PAFS and make sure they given to the appropriate department to sign off on.
Responsible for logging in all Position Requisitions and make sure they given to the appropriate department to sign off on.
Responsible for verify all new hires in the E-Verify system making sure they are legally able to work.
Responsible for complete all new hires I-9 for proper documentation verifying their identity.
Responsible for answering calls to insure that all calls are routed to the appropriated department.
Responsible for submitting all GL Inquiry Access Forms to help desk for new hires.
Responsible for greeting staff/public with professionalism with the expectation of going above and beyond what is expected to insure the needs of the staff/public is met when they leave our human resources office.
Responsible for scanning Employment of Verification forms to Ms. Brown and once completed faxing document back to the requestor on behalf of the employee.
Responsible for inputting all new hires in the Department of Labor System Electronically.
Responsible for filing and maintaining all employee files, as well as putting together new hire files.
Responsible for requesting and completing all invoices.
Responsible for creating SmartSheets for our department.
Responsible for inputting new hires in the Alabama Department of Labor System.
Responsible for onboarding new employees.
Responsible for setting up and completing Orientation.
Muscogee Youth Detention Center Columbus, GA 2019 to 2020
Administrative Support II
Responsible for updating Director’s calendar.
Responsible for reserving vehicle for Director.
Facility Records Coordinator: Maintains facility records, compiles records inventory forms, prepare records for destruction/storage.
Responsible for updating local operating procedures and facility policy manuals.
Responsible for typing and filing daily, weekly, monthly, and quarterly meetings.
Responsible for compiling information for weekly and monthly Admin reports (Inspections, Youth Reports, COMPSTAT Report, Power DMS, and Detex Reports.
Responsible maintaining Youth Grievance Binder and add to spreadsheet monthly.
Responsible for scheduling employees for agency required training in TRIS.
Maintaining and distributing mail throughout the facility, Inspect incoming mail for 60 Youth residents.
Responsible reconciling 14 employees’ timecards weekly in Kronos.
Responsible for running monthly timecards reports in Kronos.
Responsible for preparing and dropping off all UPS packages for the facility.
Back up support for entering Special Incident Reports into database.
Responsible for input of data into the OQA systems for SIR.
Back up support for our Volunteer Resource Coordinator.
Help working with PBIS.
Responsible for updating DJJ Organizational chart quarterly.
Responsible for updating all Power DMS Manuals.
Responsible for making corrections and updating all Local Operating Policies.
Back up to Compliance Manager.
Back up for American Correctional Association (ACA) and Prison Rape Elimination Act (PREA) Audits.
Responsible for inputting incoming and outgoing youth files into our Juvenile Tracking System (JTS).
Responsible for inputting work orders into WEB Based CMMS Software/PM Software/Facility Maintenance/Maintenance Connection.
Responsible for uploading ACA and PREA files into our SharePoint System.
Responsible for inputting work orders into Maintenance Connection System.
Responsible for setting up training into (TRIS) Training Resource Information System for our employees.
Harding Free Clinic Columbus, OH 2014 to 2019
Patient Medical Registration
Interviewing incoming patients prior to admission to gather demographic, insurance, and emergency information.
Input patient demographics in systems.
Ensuring completion of paperwork, sign-in and security procedures.
Explain facility policies, preparing and distributing patient identification bands, and arranging for transportation to assigned rooms.
Answering phones, assisting family members, and conducting research for prior medical records and account folders.
Answer multi-line phones and either direct the caller to the appropriate party or handle the caller’s needs.
Greet patients upon arrival, sign them in and obtain insurance information and any other necessary data.
Provide patients with intake and new patient forms as well as copies of our office policies and legally required documents.
Maintain hard copy patient records as well as the files stored in our HER.
Provide patients with support and guidance as needed.
US Acute Care Solutions
Doctors Hospital Columbus, OH 2013 to 2019
Administrative Assistant
Assists the Emergency Department Director in daily office operations by performing and/or overseeing clerical administrative and office functions.
Acts as the liaison between corporate office personnel, physicians, patients, hospital personnel and the public in general.
Represents Emergency Medicine Physicians in communication with the public, physicians, patients, and hospital personnel.
Performs routine clerical tasks such as answering phones, filing, and typing correspondence.
Supervises and/or performs record collation.
Research missing dictation/charts and advises appropriate personnel to obtain resolution.
Works with the Site Coordinator in all human resources matters relating to the department.
Assists staff and other department personnel by disseminating pertinent information, providing training, making suggestions, and answering questions to resolve issues.
Audits and tracks work quality for chart specialist for billing.
Maintain familiarity of the day-to-day operations of the department and company.
Attends department meetings; creates and distributes agenda/minutes for department meetings.
Assists patients with payment concerns and notifies the appropriate personnel to obtain resolution.
Assists QA Director with compilation of data needed for reports.
Assists EMS Director with compilation of data needed for reports.
Performs and assists with other department duties as needed.
Assist a group of 21 Doctors and 12 APP’s.
Responsible for the credentialing of the doctors and APP’S.
Responsible for planning and putting together our monthly staff meetings.
Responsible for recording and note taking of the minutes at our monthly staff meetings.
Responsible for coordination room set up for meetings.
Responsible for handling and billing issues for the Attendings and APPs.
Responsible for setting up meetings within Cisco WebEx System.
Handle calls coming in from providers, patients, external and internal.
Research patient billing for corporate office.
Research and assist with patient having issues with worker compensation billing.
Responsible for maintaining all personal files.
Responsible for all ordering of supplies for office.
Generate weekly reports in Shift Admin for scheduling Attendings and APPs.
Responsible for posting the schedule in the ED department once generated.
Generate weekly reports in Shift Admin pertaining to Flash Report.
Once reports are generated that must be place in excel spreadsheet and sent to all parties.
Responsible for setting up and requesting Petty Cash
Compiling information on a spreadsheet and sending to accounting.
Responsible for setting new Attendings and APPs up in proper system they need to operate daily.
Generate and research patient’s files for documents for patient services department place in a spreadsheet and send to billing.
Ayers Staffing
Pickaway Correctional Institution Pickaway, OH 2013 to 2013
Acting HCM Analyst
Monitored and tracked performance evaluations
Coordinated and tracked FMLA, maintained disciplinary log, process personnel actions
Review Certifications – approve and/or contact physicians for additional information
Run FMLA Punch Detail Report
Notify employees and supervisor via email with DRC Form 1026, Punch Detail Report & Screen Shot of Kronos Accruals & Skills/Certification page
Create FMLA Employee File
Responsible for employee PVN Notification Letters are received from the Warden’s Office
Responsible for log PVN’s on PCI Staff Database
Responsible for filing PVN Notification in Personnel file
Responsible for employee PVN Rescind Letters are received from the Warden’s Office
Responsible for Removing Employee off PVN in the PCI Staff Database
Responsible for filing Rescind Letter in Personnel File
Responsible for logging Discipline Notifications in PCI Staff Database
Responsible for filing in Employee Personnel File
Pulling Personnel, Confidential, Payroll, FMLA, & Off Work files on Separated Employees
Completing receipt of Employee Records Form
Responsible for Mailing to receiving Institution via Certified Mail
Responsible for receipt of the completed Receipt of Employee Records form; review to ensure complete
Responsible for files in Receipt of the Employee Records file
Responsible for receiving interview dates, time increments, & if breaks are necessary
Scheduled interviews in NeoGov
oSelect candidates, enter interview Date & Time
oCreate interview letter
oSend interview notification via Email
Complete entrance Authorization/Obtain Signatures
Prepare file for interview Day
oAdd applicant packets & interview questions
Interview Chair Pick up from Personnel
Create Recommendation for personnel Selection DRC1085
Responsible to sending to Warden for signature
Responsible for gathering signed recommendation, signed application, authority for release of information, personal history statement, interview question, SME screening sheet & SME screening summary are forward to HR regional specialist
Responsible for pre-orientation packets being put together
Created & updated New Employee Manuals
Ensure each section in the manual has the appropriate forms
Schedule New Employees & email forms to them
Responsible for conducing the Orientation
Ensure Employees ID badges are created
Ensure Employees are fitted for their uniforms (if necessary)
Responded to inquiries from outside agencies regarding wage verification
Processed and logged all incoming mail
Set up interviews
Assist with answering phones, type reports, file, and setup meetings.
Log in reports, such as Worker’s Comp hearings, Unemployment, Disciplinary Actions
Assist employees how to setup their information in Oaks systems.
Completed employment verification forms for employee’s and files
Worked on special projects & special committees
Setup and scheduled interviews in NEOGOV
Provide answers to question regarding compensation and benefit to include disability, workers comp, FMLA, OIL, birth leave, insurance, OPERS etc.
Set up and maintained case merit files using NEOGOV/OHMS
Closed out case merit files, schedule interviews
Maintained employee personnel files and records to include confidential information
Ayers Staffing
Pickaway Correctional Institution Pickaway, OH 2012 to 2013
Payroll Clerk II
Served as a Payroll Officer for over 500 employees’
Post bi-weekly payroll utilizing KRONOS Timekeeping System and OAKS HCM People Soft and Time and Labor Modules
Maintain daily attendance records and employee payroll/personnel files
Verified accuracy of information in Kronos
Processed and posted request for leave, time clock adjustments, and overtime forms to KRONOS
Changed schedules in KRONOS
Ran daily punch detail report from KRONOS
Ran weekly absentee report from KRONOS
Checked payroll for accuracy after KRONOS has interfaced with OAKS
Changed taxes and payroll deductions in OAKS
Ensured that employees are accurately entered & maintained into Kronos Timekeeping System People Editor.
Applied correct pay rules, holiday group codes, & union codes
Maintained and verified post leave usage, work schedules, request for leaves, overtime & schedule changes.
Audited & verified timesheets to meet payroll processing deadlines to interface from Kronos to OAKS properly & correctly to ensure accurate pay calculations in OAKS.
Input employee work hours in Kronos
Run all reports for payroll
Prepared and posted salary adjustments involving back pay
Entered benefit taxes, direct deposit
Assist employees with any question about their time sheet and any payroll questions
Provide customer service to over 500 employees
Proteam Solutions Columbus, OH 2012- 2012
Ohio Minority Business Development
Administrative Secretary
Respond to routine telephone requests that have standard answers.
Refer calls and visitors to appropriate staff.
Control mail and assure timely staff response and send form letters.
Assist with Minority Health fair activities.
As instructed, maintain supervisor's calendar, make appointments, and arrange for meeting rooms.
Review materials prepared for supervisor's approval for typographical accuracy and proper format.
Maintain recurring internal reports, such as time and leave records, office equipment listings, correspondence controls, and training plans.
Requisition supplies, printing, maintenance or other services, type, take and transcribe dictation.
Create and maintain office files.
Proteam Solutions Pickaway, OH 2012- 2012
Central Reception Center
Secretary II
Processed inmates’ old and new records for scanning into Onbase system as they arrive.
Processed out to court papers for inmates for their court hearing.
Processed inmates’ new admission information into DOTS system.
Processed Kites from inmates to issues they needed address about their cases while incarcerated.
Input new inmates’ profile into the BCI and FBI system.
Input new inmate’s DNA profile into the DOTS system.
Interview new inmates’ arrivals and prepare them to be processed out to their apparent institution to do their time.
Proteam Solutions Madison, OH 2011- 2011
Madison Correctional Institution
Office Assistant 3
Pulling and filing medical records for inmates using the Jeter System.
Prepare files for inmates being transferred in and out.
Answer phone
Compile reports
Assist the doctors, nurses, x-ray techs, dental lab, with medical records.
Typing medical reports for inmates
Maintain office flow
Assist inmates with their medical records
Gates McDonald Health Plus, Columbus, OH 1997 – 2010
Manage Care Organization/Workers Comp
Medical Case Coordinator
Prepare and enter data into our Conduit Claim system pertaining to the IW injury.
Managing minor claims for the IW, by gathering the necessary information from IW, Employer, and Providers.
Assist injured workers with their claims to insure they receive proper understanding of what steps they need to take next.
To assist the IW in answering their entire question about their claim.
To assist Nurse Case Manager in retrieval of any information needed on IW claim.
To input C-9 for nurse case manager and make sure treatment is clear up entering, so the NCM will not have any delays in processing the C-9 for the IW treatment request.
Handle incoming calls for billing; nurse case managers, using lucent model 8410B 2-line system.
Route calls to the nurse case manager.
Assist injured workers with their medical needs.
Assist providers with billing problem and authorization needs.
Aiding the injured worker with their need to make sure all their questions are answered concerning their injury.
Generating information for Bureau of Worker Compensation from the provider and employer relating to the worker’s injury.
Education
School of the Great Commission Columbia, SC 2023 - 2023
Graduate December 16, 2023 License in Chaplaincy
School of the Great Commission Columbia, SC 2023 - 2023
Graduate December 16, 2023 Certification in Chaplaincy
School of the Great Commission Columbia, SC 2023 - 2023
Graduate December 16, 2023 Masters of Christian Counseling
School of the Great Commission Tucker, GA 2018 - 2018
Graduate September 15, 2018 Honorary Degree of Doctor of Divinity
Grand Canyon University Phoenix, Arizona 2015-2017
Graduate March 9, 2017 Mastera of Arts Christian Studies /Emphasis in Pastoral Ministry
Franklin University Columbus, OH 2008 - 2010
Graduate May 9, 2010 Bachelor Degree Business Administration /Minor in Human Resource
Franklin University Columbus, OH 2005 – 2008
Graduate May 10, 2008 Associate Degree Business Administration
Adult Education Center Columbus, OH 1989 – 1989
Certificate Secretarial Science
Mt. Vernon Career Center Columbus, OH 1987 – 1988
Diploma Data Entry
Central High School Columbus, OH 1976 – 1978
Diploma
Training:
Completed numerous courses and seminars in customer service, written communication, time management, medical terminology, CPT codes and modifiers, fee bill, teambuilding/teamwork, listening & communication skills, fraud training, advance customer service skills, MCO fraud training, industrial commission/BWC hearing, self-insured system, problem solving skills, third party administrators, employer hearings and how to become a great communicator. Antimicrobial Therapies 103A, Medicare 101, Hepatitis C 101, Heart Failure and Inotropes 101, Workplace Harassment: Prevention and the Law, A+ Certification 2009 – New Updates from 2011 Microsoft, ACE: Infection Control – B (PA), CareConnect Computer Readiness, OhioHealth MyChart for Associates and Providers, CareConnect Integrated View Only with Reporting, CareConnect Integrated Chart Review, Modifying the Search Criteria of a Report, Overview of Hyperspace for Clinical Applications, Overview of Reporting and Reporting Tools, Run and Manage Reports,
Volunteer Achievements
Harding Free Clinic/Registration August 2014 – June 2019
Big Brother Big Sister July 2008 – May 2010
Recognition
Mayor Chris Koos April 17, 2017
Town of Normal, Illinois
(Keep Hope Alive Ministry:
“Damaged but Delivered”)
Board Appointments
The Educational Department at May 2017 – June 2021
Richland Correctional Institution
Administrative Professional Support
Advisory Committee Board
Vici, Inc. June 2018 – December 2023
Chairperson
Certificates
National CPR Foundation January 2019 - January 2021
CPR/AED/First Aid
Department of Juvenile Justice
CPR/AED/BLS August 2023 – August 2024
Contact this candidate