Customer Service Quality Control

JANINE P. FROST

** ******** ****, ****, ** ***** ~ 518-***-**** ~ ********@*****.**.***

SUMMARY More than 30 years of office experience with over 10 years of supervisory experience, as well as 10 years customer service and trainer experience. Superior organizational, interpersonal and communication skills. Works well with peers in a fast-paced environment. Very detail orientated.

PROFESSIONAL

EXPERIENCE ITS-Information Technology Services-VSMO Unit June 2018 – present

Contract Management Specialist (grade 18)

Assists in drafting contracts

Prepares contract amendments, working with Legal, Program and Finance

Works with State Control agencies

Monitors expiring contracts

Enters information in OSC Portal (EDSS) for Procurements and CRERs

Evaluates proposals

Assists with contract execution

Identifies and reports the contract deficiencies

Administers contract closeout procedures

Reviews procurement records to ensure that all applicable laws, rules, and regulations

are adhered to and that proposed contracts represent the “best value” to the State.

Review proposed contracts for fiscal and programmatic correctness

Performs contracts and procurement functions in the Statewide Financial System (SFS)

(including encumbrances and creating, editing, dispatching and canceling POs)

DOL Unemployment Insurance Integrity and Quality Control June 2017 – June 2018

Secretary 2 (grade 15)

Provides back-up to Director of Unemployment Insurance Integrity and Quality Control

Provides administrative assistance

Prepares materials for unemployment matters

Prepares multiple mailings

Schedules and facilitates meetings

Maintains multiple calendars

Maintains many Excel spreadsheets

Drafts and proofreads letters in Microsoft Word

Coordinates of multi-diverse meetings and prepares materials

Coordinates special events and food services

Makes all travel arrangements and maintains travel records

Prepares travel and other procurement functions in SFS

Maintains inventory of supplies

Maintains office equipment

Maintains filing system

Received mail, opens and distributes mail to other offices

Coordinates and administrates special projects

Receives large volume of telephone calls

NYSIF Procurement Unit February 2015 to October 2015 (Secretary 1)

October 2015-June 2017 (Administrative Aide)

Administrative Aide (grade 13), Secretary 1 (grade 11) - same duties

Provided administrative support for Contracts Managers

Provided back-up for Mailroom

Provided back-up for executive coverage of phones and meetings

Processed and covered recordkeeping of MWBE documentation

Prepared MWBE expenditure data and provided quarterly reports to ESD

Participated with NYSIF’s LEAN program

Coordinated and administered special projects

Maintained many Contract Unit Access databases

Maintained many Contract Unit Excel spreadsheets

Prepared Expense Reporting

Managed Vendors in Oracle (a section of SFS)

Managed Electronic Fund Transfer (EFT) in Oracle

Responsible for collecting insurance for all contracts

Prepared multiple mailings

Scheduled and facilitates meetings

Maintained multiple calendars

Maintained multiple Inboxes in Outlook

Drafted and proofread letters in Microsoft Word

Coordinated and maintained multiple conference rooms

Coordinated multi-diverse meetings and prepared materials

Maintained office equipment

Received mail, opened and processed mail

NYSED Office of Counsel April 2014-February 2015

Secretary 1 (grade 11)

Provided back-up to Counsel and Deputy Commissioner for Legal Affairs and to Deputy Counsel

Provided administrative assistance to nineteen attorneys and one paralegal

Directly supported to five attorneys

Proofread appeals for attorneys for Commissioner

Prepared appeals for final

Prepared materials for litigation matters

Prepared materials for FOIL requests

Drafted and proofread legal letters

Scheduled and facilitated meetings

Maintained multiple calendars

Prepared multiple mailings

Maintained inventory of supplies

Maintained office equipment

Maintained filing system

Maintained databases for appeals, litigation and subpoenas

Received large volume of telephone calls

Received mail, open, stamp and distribute mail to all in the office

Coordinated and administrated special projects

SUNY Counsel’s Office August 2010 – April 2014

Secretary 1 (grade 11)

Provided back-up to Executive Assistant to Senior Vice Chancellor, General Counsel and Secretary of the University

Provided administrative assistance to fourteen attorneys and two paralegals

Directly supported six attorneys and one paralegal

Supervised and trained new employees, interns and temps to set standards for quality performance

Prepared materials for litigation matters

Prepared materials for FOIL requests

Scheduled and facilitated meetings

Maintained multiple calendars

Drafted and proofread legal letters

Coordinated of multi-diverse Regional Meetings and prepared materials

Coordinated special events and food services

Made all travel arrangements for all attorneys and maintained travel records

Maintained office P-card, records and reconciled P-card

Maintained inventory of supplies

Maintained office equipment

Maintained filing system

Received mail, opened, stamped and distributed mail to all in the office

Scheduled and tracked attorneys’ compliance with continuing legal education (CLE) requirements

Coordinated and administrated special projects

Updated office procedures

Received large volume of telephone calls

Maintained all Keyboard Specialist 2 and Clerk 2 duties retained and continued

Keyboard Specialist 2 (grade 9) July 09 –August 2010

Performed secretarial support for fourteen attorneys and two paralegals (directly supported five attorneys and one paralegal)

Drafted and proofread legal letters

Handled and logged FOIL appeals

Answered phones

Scheduled meetings

Made travel arrangements

Maintained databases and Excel spreadsheets

All Clerk 2 duties retained and continued

Clerk 2 (grade 9) August 08 – July 09

Created and implemented a new file system- maintained file room & warehouse files

(all files were logged using this system for easy access for attorneys and paralegals)

Maintained Library

Opened and distributed mail

Ordered supplies

Department of Health-SPARKS Unit

Clerk 2 May 08 – August 08

Made large volume of phone calls to hospitals in New York State to update database

Maintained database for SPARKS Unit

SUNY Student Loan Service Center January 07 – May 08

Clerk 1 – SUNY Student Loan Skip-Tracer

Handled incoming mail returned by post office to locate borrowers

Utilized numerous Internet applications to search for borrowers

Aetna, Albany, NY 2000 – 2007

Senior Customer Service Representative

Handled large volume of customer service calls, solving member and insurance issues

Processed large volumes of claims

T-Mobile (formerly VoiceStream and Omnipoint) Albany, NY 1998 – 2000

Senior Customer Service Representative

Handled large volume of customer service issues, solving equipment and billing concerns

Supervised and trained new employees and set standards for quality performance

Assisted sales representatives with all their duties

Maintained in-house files for all customers

AT&T (formerly CellularOne), Albany, NY 1996 – 1998

Senior Customer Service Representative

Extensive customer interaction

Handled large volume of customer service calls, solving equipment and billing concerns

Trained new employees and set standards for quality performance

Processed accounts receivable brought in by mail or by customers

CD Plus\Ovid Technologies (BRS), Albany, NY

Senior Database Editor 1990 – 1995

Scanned and quality-controlled medical articles

Reviewed, edited and keyed electronic versions of medical journals to ensure accuracy

Supervised and trained new employees and set standards for quality performance

Participated in an improvement team to develop a more efficient work area

Receptionist 1989 – 1990

Performed general receptionist duties and responsibilities

Maintained department files and distributed follow-up reports

Experience with PBX telephone system

Distribution Clerk 1988 – 1989

Photocopied, collated, filed and distributed in-house projects

Maintained accurate supply inventory by converting from paper to Lotus 1-2-3

Prepared mail for UPS and other priority mail services

Publications Clerk (temporary position) 1988

Assisted Publications Clerk in collating printed materials for distribution to customers

EDUCATION Empire State College, Albany, NY

& TRAINING Graduate, Shaker High School, Latham, NY

Partnership Administrative Skills Certificate Program

TECHNICAL Extensive knowledge of Outlook, Sharepoint, SFS, Oracle system, Internet services, Excel, PowerPoint, Visio,

SKILLS Adobe, SAL systems, Access, Microsoft Office 2010 Suite, Microsoft Office, Microsoft Word, Legal Files, Windows, COTS, Word Perfect 6.0, ACAS applications, MS-DOS 6.0, Lotus-1-2-3, Xerox Scanning

System, OVID Search, LATS, Groupwise, Orbit Search, BRS Search, Tris+ system, POS (Infocell) system

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