Call Center Services Representative
Resume:
Heather Hampton
***************@*****.***
WORK EXPERIENCE
Human Services Representative
Hennepin County Minneapolis, MN February 2020 – May 2024
• Meet and screen clients, asking predetermined questions to assist teams in determining eligibility and providing information on the most appropriate services
• Assign cases to the appropriate team using Maxis, Q-Flow and SSIS
• Provide administrative support to HSPHD projects and activities held at the Human Service Center
• Wrote a procedural and protocols training guide for RACE CODING
• Maintain inventory, office supplies, PPE cleaning supplies, any all forms and packets as needed
• Mail authorization forms to obtain financial information (AVS) forms and upload into ECF database
• Assist clients with filling out applications including income verification, identification, and providing detailed explanations on how to upload information into the RENT HELP application system
• Follow up with applicants by phone and e-mail to advise on the status of their application, answer any and all question on and about RENTHELP, HSPHD
• Call utility companies to stop a disconnect and place a financial guarantee on the account
• Work closely with the landlords to obtain the rent ledger, lease, and W-9 to process applications
• Assist landlords with troubleshooting obtaining tenant applications through RENTHELPMN.ORG Administrator and Support Staff
Braza Home Minneapolis, MN November 2016 – August 2019
• Managed office administration duties for clients from different cultural, economic and social backgrounds in a confidential manner. Tasks included: o Conducted meetings, created agendas and recorded meeting notes, sent follow up to staff o Managed inventory, planning, safety protocols, and training for three departments o Set up visitation between the client and the parent o Organized care for clients including administering medications and planning events o Escalated concerns to appropriate contacts including Probation officers, Judges, Social workers and management
o Scheduled and processed employee timesheets and payroll o Explained policies and procedures to clients
o Documented and maintained client record logs for reporting purposes, provided recommendations for treatment
o Prepared case files for probation officers for court proceedings o Worked individually with clients approved by judge to improve cognitive abilities/social skills o Answered emails, phone lines, sorted mail, and managed filing systems Customer Support
Hewlett Packard Minneapolis, MN July 2007 – January 2009
• Assisted repair technicians by diagnosing technical issues
• Utilized computer technology to handle high call volumes
• Transferred data requests from legacy system to the Hewlett Packard system
• Attracted potential customers by answering product and service questions
• Processed orders, prepared correspondence and fulfill customer needs to ensure customer satisfaction
• Handled and documented customer complaints
• Managed multiple priorities to meet deadlines
Customer Service / IT Support
Spherion Minneapolis, MN June 1999 – January 2009
• Provided administrative support to multiple departments
• Scheduled meetings, answered 150+ inbound calls per day, organized office activities
• Wrote training manual to assist employees working with customers
• Trained new employees, acted as an ongoing resource for support
• Resolved customer complaints via phone, email, mail or/and social media EDUCATION
Internship Hennepin County Resident and Real Estate Services: Assessor’s Office Office Specialist Certificate Hennepin County Pathway Program Project for Pride in Living Business Administration Colorado Technical University September 2024 (expected) SKILLS
Microsoft Office - Excel, Outlook, Teams, and Word MAXIS SSIS ECF DHS SIR SAVE Q-Flow Leadership skills Customer service Organization multi-tasking Effective communication Problem- solving Time management Process improvement
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