Customer Service Data Entry

FELICIA T. THORPE

Beltsville, MD ***** Phone: 240-***-****

********.******@*****.***

ADMINISTRATIVE DATA & REPORTING SPECIALIST

Data Entry & Validation Customer Service Administrative Support

Extensively experienced Data & Reporting Specialist with over 30 years of experience managing data collection, entry, verification, and reporting for complex business data. Exceptional communication and customer service skills employed to support data collectors/auditors and clients with technical issues and reporting concerns. Proven ability to independently manage multiple revolving deadlines, meet high accuracy standards, and troubleshoot diverse technical issues. Strong background in office administration positions requiring excellent written and verbal communication skills.

Data Collection & Reporting Customer Service & Support Business Communication

Research & Documentation Technical Troubleshooting Administrative Operations

Logistics Coordination Stakeholder Relations Revolving Deadlines

Data/Information Accuracy Information Management Distribution Logistics

Technology Proficiencies: Database Management, Microsoft Excel, Microsoft Access, Mac & Windows OS

PROFESSIONAL EXPERIENCE

ALEXTON, LLC/Department of Energy (DOE)

Administrative Assistant – June 7, 2021 to Present (Quest to Enhance Income)

Provide Customer Service Support by interacting with the Federal and Contractor customers assisted in the process of registering for their on-line “netPark” account. “netPark” is the online Pay-For-Parking System which is used by DOE for the purchasing of valid permits for the personnel accessing the garage daily.

Assist new customers with flyers that instruct them how to go online to acquire their daily permits or sale them a temporary permit for the day. Also provide direction on where and how to park should they have any questions.

Responsible to coordinate with security the “Confirmation” list. This is the daily visitors list that have been approved to park in Forrestal Garage.

There are many moving parts to this garage; cars and trucks, motorcycles, bikes, electrical vehicles, traffic regulations, reconciling permits sold during the day. Ensuring customers follow parking rules, and directions to check with security and entry to the building.

Prepare ticketing and tracking via spreadsheets and databases. Assist in the design of spreadsheets, perform the Data Entry and database updates, and assist in the training of my fellow co-workers in performing these tasks.

NEXREP – Independent Contracting Agent

Customer Service Rep., Vroom Car Service – Sept. 17, 2020 - May 31, 2021 (Due to Relocation to East Coast)

Provide Customer Service Support by interacting with the diverse customer base that were currently in the process of purchasing or selling a vehicle using VROOM’s platform and services.

Although the VROOM platform was designed to be self-service there were times when customers would lose the flow of the process and would require assistance to get them back on track.

When they contacted us as customer service it would be necessary to denote this interaction in the Zendesk system.

CARPETS ‘N MORE, LLC, Las Vegas, NV

Receptionist/Scheduler, January 2019 – March 2020 (Due to Pandemic)

Field and direct all incoming phone calls (customers, vendors, employees, and other peers)

Answer questions of customers wanting a Designing appointment or Retail appointment

Setup all new customer folders and input the customer into the New Home Management System (NHMS)

Setup meetings in conference room, responsible for ordering of office supplies, maintain the coffee center.

Provide accounting assistance by reconciling all monies collected for deposits or purchase of supplies or services.

Responsible for the closing and lock up of the office every evening.

Maintain the different databases that keep records updated and accurate for smooth running of data.

Active Campaign Email Tracking, Non-appointment Log, etc.

Builder Services Coordinator, April 2018 – January 2019 (Company had urgent need for Receptionist

Managing client relationships and creating solutions by supporting Designers, Account Managers and

installation techs.

Facilitate work orders, monitor projects, provide solutions on orders and communicate with the

service teams.

Excel at working in a deadline driven fast paced environment.

Possess strong organization skills and the ability to manage the small details and have

excellent customer presentation skills.

Proficient in Outlook, Word, and Excel

Experienced working with and was able to learn New Home Management System (NHMS)/Roofing

and Flooring Management Software (RFMS) or other home design and ordering systems.

DISH, Inc. via TELETECH, Inc., Las Vegas, NV

Technical Support Representative (Sling TV), September 2017 – March 2018 (Desire to Enhance Income)

Provide Customer Service Support by interacting with the diverse customer base that are currently,

streaming Sling TV created by Dish.

As the Telephone/Chat Ambassador for Sling TV accurately respond and provide information on

billing, programming, product features, installation setup, troubleshooting, and hardware operation questions. This includes suggesting ideas for existing customers, to get the most value and enjoyment

from their Sling TV experience.

DISH, Inc. via TELETECH, Inc., Las Vegas, NV (Continued)

Technical Support Representative (Sling TV), September 2017 – March 2018

De-escalate upset or irate customers to satisfactorily address their customer service needs. Provide

quality technical support service through one-contact resolution.

Selling multiple entertainment products and services as well as hardware systems and accessories.

Problem solving and use available software/tools to understand and craft the right solution across

varying customer needs, business rules, and processes.

Analytical and intuitive; capable of following logic and then finding solution; problem solving, and

critical thinking skills are essential.

Proficiently utilize Windows OS (XP, 7, 8, 10,11) and internet search engines.

The ability to work within a team demographic, assist customers, improve knowledge, and

company growth.

Availability to work flexible schedules this includes weekends, holidays, and evenings.

Ability to multi-task; speaking to customer while accurately logging and recording customer

information into the call center databases.

Meet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, and Up-selling.

VISITING ANGELS, INC, Henderson, NV

Personal Care Assistant, April 2017 – August 2017 (Attempt at Career Change, Not Enough Income)

Provides courteous and prompt assistance to our clients, these are Senior Citizens and/or persons with Disabilities that require assistance in performing tasks (i.e. walking, sitting, grooming, dressing, washing

and performing toiletry tasks).

This allows the person to form some independence and enjoy the comforts of their own homes. This requires learning individual needs and forming a bond in which they are confident in your ability to assist them.

This also, requires that we fill out proper papers work to show the insurance companies that the tasks are being completed properly.

This required certification in “Basic First Aid” Certificate #123334 and “CPR” Training Certificate #62153.

QUEST SOFTWARE, INC, Henderson, NV

Customer Service in Call Center, July 2016 – March 2017

Provided courteous and prompt service to our customers, by answering in-bound calls this required speaking directly to motorist that required some type of roadside assistance. This is performed by requesting specific information from customer (i.e., phone number, insurance policy number, and description of the problem).

Inserting this information into a form for tracking of the call and getting the proper assistance to them as quickly, as possible with the insurance that “Quest and the many Insurance Companies” protocols are implemented while creating a positive roadside assistance experience.

FOOD LION GROCERY STORE, Laurel, MD

Customer Service Desk /Lead Cashier, Nov. 2012 – May. 2016

Provided courteous and prompt service to our customer base, this included friendly, and timely check-.

out for our customers insuring that “Front End Standards” are implemented while creating a positive shopping experience.

This also included providing guidance to fellow employees during the day with guidance in assuring

that proper procedures were followed while they are assisting the customer.

Provide Lead Cashier duties of placing tills in each cash register before opening, counting down tills

at end of the night, counting and preparing deposits for the daily store bank deposits.

Aiding with exchanges, refunds, purchase of money orders, receipt/sending of western union.

INFORMATION RESOURCES INC. (IRI) / EMPOWER IT, INC. (EIT), Bethesda, MD

Analyst I / Data Specialist, 2005 – Oct. 2015

Manage the complex data collected by auditors to maintain company’s primary database and create reports for distribution to an extensive list of clients.

Entrusted to create specialized reports on a weekly, quad-weekly, and monthly basis for distribution to key manufacturers, including Mars, Pepsi, Coke, and Gorton’s.

Consistently follow multiple, revolving timelines and achieve quality standards by managing and prioritizing report processes and supervising the work of auditors.

Facilitate auditors’ work by providing technical troubleshooting, resolving data retrieval and delivery problems, and communicating with manufacturers and client services reps to field and resolve any concerns.

Coder / Researcher, 2003 – 2005

Leveraged Excel expertise and technological proficiencies in relational databases, Access, and Internet research to maintain and update product data across multiple categories.

Ensured data consistency and accuracy by creating and adhering to uniform data entry patterns, verifying information with reliable research, and creating and organizing hierarchical diagrams and definition documents.

Worked independently to meet multiple deadlines, analyze data and processes to resolve issues, and sustain data quality and validity.

*Circulation / Distribution Manager, 2002 – 2003 (Opportunity to Expand my Knowledge

Managed the development and distribution of 525k+ copies of a coupon circular to 140 locations throughout the United States by coordinating supply delivery among printers, shippers, and retailers.

Supervised and supported distributors to meet delivery deadlines, resolve issues, and process payroll.

Maintained the database supporting the circulation and auditing of two additional publications by compiling information via FOIA requests, web site research, and direct requests.

Maximized display activity reporting and data accuracy among participating retailers by coordinating the work of 140 Field Auditors, Efficient Marketing Systems, Inc. (ems) teams, and the Production Department.

*DisplayScan Coordinator & Manager, 2002 – 2003

Supported auditors with Symbol Palm Pilot scanner hardware and software troubleshooting to minimize

disruptions to their work and ensure the function of scanners.

Maintained retailer database to ensure that all data was complete and to create and distribute reports to clients.

*Please note these two positions held simultaneously (DisplayScan & Circulation/Distribution Manager.

Afternoon Receptionist, 1998 – 1999 (Opportunity for Promotion in the Company)

Greeted and fielded visitors and callers to direct them to the appropriate department for technical support, software sales, and related business activities.

Prepared a range of business correspondence, including mass mailings, presentations, and reports.

AEROSPACE ENGINEERING GROUP / IDEA, LLC, NASA/Goddard Space Flight Center, Greenbelt, MD

Data Technician/Conference Coordinator, March 1995 to April 1998

•Generated Databases, provided Internet Information support, processed government, and Purchase requests manually and through the computerized Small Purchasing System (SPS).

•Provided Information Systems and Systems Administration support to about 30 Macintosh end-users using various software, performed manual, and remote backup services.

•Developed and maintained a Macintosh reference library containing published materials, current software, operating systems updates, and networking supplies. Served as the focal point of contact for the “Earth Systems & Sciences Partnering (ESSP) Workshop attended by 130 people for Logistics, Coordination of meetings and dissemination of information to all attendees.

Senior Administrative Specialist March 1993 to March 1995

Supported the Laboratory for Atmospheres and the 900/ACEOS Committee with Logistics, Conference support, and Documentation support.

•This required interactions within the different departments, agencies, and levels of personnel while accumulating information from several areas and formulating this into one item, this task required specific timetable (milestones) and various databases.

•Supporting the Laboratory for Atmospheres 900/Strategic Planning Committee, developed and maintained databases for Division-level presentations and status accounting; generate and distribute minutes and documentation; provide manpower/financial analyses and reports.

Administrative Specialist March 1991 to March 1993

•Worked as Assistant to the IDEA Program Manager, provided Documentation support, and Configuration Management to the TOMS Project.

•This included updates, audits, and distribution of information complied through the Project databases.

•Prepared, monitored, coordinated, and accounted for all foreign travel documentation for the Project as the liaison with the GSFC, JPL, NASA Headquarters, and Internal Affairs offices.

EDUCATION

BPA University

Developing & Maintaining Controlled Circulation (Pt.1)11/2002

Strategic Planning: Testing & Budgeting (Pt.1) 11/2002

New Horizons CLC

Access 2000, Level 2

02/2002

Beginning Access 97- Windows 95

11/1999

NASA/GSFC

Intro. To UNIX

6/16-17/97

Data-Tech Institute

Troubleshooting and Fine-Tuning and Networked Mac

6/20-21/96

Data-Tech Institute

Troubleshooting the Mac

9/26 – 27/95

SkillPath, Inc.

Conflict Management Skills for Women

2/24/95

Managing Multiple Projects, Objectives and Deadlines

10/18/94

The Essentials of Excellent Customer Service

6/16/94

Fred Pryor Seminars

Business Writing for Results

7/01/094

Calvert Building

Automated Small Purchases System (SPS)

3/14/94

Washington Conv.

“COMNET 94”

1/24/94

P.G.C.C.

English for the office

06-07/93

Falcon Microsystems

Microsoft Excel 4.0 (Advance) Mac

10/23/92

P.G.C.C.

Achieving College Success: “Career Assess. & Plan.

2/27 – 3/792

U.D.C.

Business Management

1978 – 1981

Falcon Microsystems

Smartforms Software Mac

4/90

Yorktowne Bus. Insti.

Computer Programming (BASIC, RPG, Assembler)

6/87 – 1/88

American Inst. Of Bank.

Banking (Lending Laws)

3/85

Potomac Sr. High

College Prep and Business

9/75 – 7/78

HONORS & AWARDS

Letter of Commendation from John M. Klineberg, Director

National Aeronautics and Space Administration (NASA)/Goddard Space Flight Center (GSFC)

Received for recognition of contributions to the successful development, integration, and launch of the TOMS instrument on Meteor-3, the first NASA instrument to fly on a Soviet Satellite

Meteor-3/TOMS Group Achievement Award, NASA/GSFC

Received for success in operating the instrument and obtaining and analyzing data that was a major factor in meeting the goals delineated in the "US-USSR Agreement Concerning Cooperation in the Exploration and Use of Outer Space for Peaceful Purposes”

Outstanding Performance Award for Fourth Contract Perf. Period, Aerospace Engineering Group / IDEA LLC Received for giving the extra effort required to make a difficult project operate and run in a highly successful manner to

accomplish national and international objectives (Automated a Manual Task)

Outstanding Performance/Attendance Award for TTEC in 2018

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