Customer Service Data Entry

Nicole J. Lowe

Phone: (***) *** - **** Email: ************@*****.***

Performance-driven and results-oriented administrative professional with diversified experience in organizational and program support, correspondence, and case management. Knowledgeable, analytical, and personable with excellent problem-solving skills. Background includes interpreting and applying regulations and policies. Strong organizational, customer service and communication skills with the ability to independently plan and complete work processes. Outstanding team player with a proven ability to organize and prioritize work in high-pressure environments. Excellent verbal and written communication skills and effective in the management/coordination of critical office projects. PC Proficiency in MS Word, Excel, PowerPoint,

Core Knowledge & Skill Areas:

●Relationship Building

●Analytical Skills

●Organized and Multitasked

●Highly Motivated

●Professional Decision Making

●Communication

PROFESSIONAL EXPERIENCE

MV Transit 06/13/21 - Current Decatur, IL

Administrative Assistant - Provide admin. assistance to Site General Manager, Operations Manager, Safety Manager, Finance Manager using Time Management skills, independent work, or with team, Train new staff to assist with Finance processes (Fare Count). High level confidentiality and integrity, both internal/external. Thorough and accurate completion of all data entry to assist with monthly reporting for all Senior level Admin

● Respond to employee, and public calls, call distribution

● Passenger count data entry, and reporting, monthly totals, Special events tracking

● Fare counts(manual-Cash), electronic -coin), Fare reporting and Fare data-entry

● Coordination with Dispatch employees, and drivers to ensure accuracy of Data entry

● Driver support, driver website

● Mail pick- up, and distribution

● Customer service internal, external

● Log and track all customer complaints

● Excellent time management skills, Works well independently

As well as All Other duties assigned

Customer Service Representative - responsible for a variety of clerical duties, including reconciling driver manifests and accurate entry of data in Trapeze software, taking reservations, providing information, assisting with application process, preparing eligibility letters, preparation of pre-paid tickets, assisting Accounting Manager and other assigned duties. He/she must have basic Excel skills, excellent ten key skills, be attentive to detail, professional, provide superior customer service and be able to work in a team environment in a fast-paced office, and must have good communication skills. accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly. Accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly.

●Answer passenger calls collecting all necessary trip information for the permissible time.

●Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.

●Complete data entry of passenger files and specific trip requests, negotiating requested times where necessary or appropriate.

●Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.

●Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel.

●Maintain up to date passenger records in customer database, making all necessary changes

in status, client contact information, fare/rider type or other important field entries.

Startek - 05/ 17/2021 -07/03/2021 Decatur, IL

Remote Customer Service Rep. - Responsible for evaluating the needs of the caller to determine the correct course of action to transfer the caller to schedule a COVID 19 vaccine appt, location of vaccination sites, text mobile message site locations. Use knowledge-based articles to respond to questions regarding COVID 19 vaccination.

●Evaluation of customer needs to determine best course of action

●Transfer/refer caller to appropriate entity according to established guidelines

●Facilitate caller requests for materials, through email, text, or download

●Maintain an understanding of CDC information on regulations, policies and procedures

●Adhere to Privacy Act

●Respond to all inquiries Track and document all inquiries using the applicable system

Merge IT - 12/07/2020 - 05/13/21 Decatur, IL

100% Remote Steady State CSR- Responsible for customer service support and data entry for users of the State of Oklahoma government websites. Possess the ability to aid Oklahoma residents calling to amend/complete/appeal applications in order to receive UIOK benefit compensation.

●Greet/Verify caller using proper method

●Provide outstanding customer service to callers using VOIP system provided by OESC

●Use of 8 systems to access claim

●View claim thoroughly to translate claim status in terms that claimant can understand

●Completion of data entry changes in claim, process claims manually for claimant, process appeal over the phone

●Access state provided knowledge base to respond to claimant questions and address claim issues

●Log all calls using proper logging system, providing details of actions completed during the call

●Escalation of calls using approved method

SC Colony Brands - 11/07/2020 - 05/10/2021 Decatur, IL

Home CSR Agent - Responsible for Assisting customers complete orders, process payments to accounts, edit orders to SC Colony Brand customers through various systems using company provided virtual desktop tools. Using proper company protocols.

●Greet/ verify customer using specific company greeting

●Assist customers with online and phone orders, placement, edit, cancel, payments/billing, upsell, extend offer info for current promotions, generate catalog circulation, transfer customer to correct line for further assistance if call was out of scope of work

●Update personal PC weekly to remain current with new system information

●Meet quality assurance metrics

Volt 11/2018 - 7/2020 Decatur, IL

Recruiter/Talent Acquisition - Responsible for assisting and participating in the full-cycle Talent Acquisition process to attract top talent to Caterpillar. Possess the ability to develop and utilize innovative sourcing strategies, conduct interviews, selection and on-boarding for all corporate hires.

●Perform full-cycle recruiting functions for both direct hire and temporary openings, including reviewing resumes, scheduling and conducting interviews, extending offers, and initiating the on-boarding process

●Source passive candidates using proactive recruiting methods for open positions while building a pipeline of talent for future needs

●Post and monitor positions on 3rd party job boards

●Provide outstanding customer service to both candidates and hiring managers

●Maintain company’s records and systems by updating candidate and requisition statuses

●Process and track recruiting invoices upon recruiter’s approval

●Perform general administrative functions, such as copying/filing, processing invoices and creating and updating recruiting forms, templates, and SOPs

●Assist Talent Acquisition team in responding to all candidate inquiries for both the Corporate Office and Field

●Assist the HR department in additional areas, such as employee events and departmental projects

Homewood Suites by Hilton 06/2018- 03/2019 Decatur, IL

Hotel Guest services Front Desk Receptionist - Provide a high level of hospitality upon guest entry into the hotel until check out.

●Greet each guest in a welcoming manner to create a home away from home experience

●Complete guests check in, and check out in an efficient and timely manner

●Cover price quoting and amenity options during reservation creation

●Communicate with potential guests and customers of all backgrounds to ensure that all customer preferences are catered to

Cognizant Technology Solutions 06/2016 – 03/2017 Springfield, IL

Senior Process Executive – Provided advanced assistance with enrollment applications to ensure that all service providers were enrolled properly prior to deactivation deadline. Provided more in-depth information about enrollment details using the Blue Zone system for billing purposes. Handling of high-volume calls to provide all users the opportunity to enroll within the Federal timeline. Various other duties as assigned.

●Ability to effectively interact with leadership within Health & Family Services, and Sister Agencies

●Possess an understanding of the Provider systems to assist with questions

●Provided advanced assistance with enrollment processing, application screening for approval

●Respond to inbound mailbox for application assistance

●Outreach calls to extend assistance with barriers completing the applications for revalidating providers prior to deactivation deadline

●Actively researched the informational website for errant information and necessary corrections prior to contract end date

●Participation in UAT Training Sessions to receive system update info, and enhancements

●Exhibited proficient technical writing and editing skills

Next Level Business Services 03/2015 – 06/2016 Springfield, IL

Provider Outreach Specialist – Execution of communication and outreach management processes and standards according MMIS Provider enrollment Communication and Outreach Plan. Provide instruction and training to HFS Staff as well as stakeholders, Illinois providers and service providers across the United States.

●Produced content of various technologies email blasts, FAQ’s, Survey tools, social media etc. to include modern communication methods

●Presentation of information to end users to provide step by step guidance in the new Illinois Medicaid system (IMPACT)

●Provide inbound call center assistance for current and new providers credentialing in the IMPACT system

●Create trouble tickets and assist with troubleshooting when encountering end user issues during enrollment

●Provided step by step instructions to gain access to applications, making modifications to applications

● Aided in the development of project communication mechanisms i.e., communications center, email lists, and website

●Providing training and education to social service providers on the processes policies and procedures for enrolling as an Illinois service provider

REM Services Inc. 01/2015 - 3/2015 Decatur, IL

Program Coordinator

Responsibilities include Responsible for full program coordination on administrative level for Home Energy Auditor Training Program (HEAT). As well as job descriptions listed below for REM Services.

●Effective interaction with Program Instructors for scheduling, billing and to ensure program goals were achieved

REM Services Inc. 06/2013 - 06/2014 Decatur, IL

Outreach Coordinator

Responsible for informing and educating the community about the Home Energy Auditor Training (HEAT) program. Work throughout the community in various venues including churches, organizational meetings and other community gatherings to present information regarding the HEAT training.

●Schedule and attend community meetings and events that serve the targeted audience

●Perform presentations on the HEAT training program at church and other communities.

●Coordinate the contract field workers that will deliver information about the HEAT program at various intervals

●Actively marketed program using radio spots, door-to door promotion, cold calling

●Responsible for monitoring outreach materials and assisting in material reproduction.

●Tracks all outreach efforts including venues visited, numbers impacted, and related information, as well as updates the database accordingly.

●Assists in responding to HEAT program inquiries when in the office and follows up on program inquiries.

●Effectively acted as Case Manager in absence of a Program Case Manager, which consisted of case plan creation, goal setting, job coaching and mentoring

Planned, organized, directed and managed a wide variety of administrative duties including but not limited to:

●Responsible for the oversight of all administrative functions for the program.

●Provided administrative support to all office staff, project facilitator, and case manager

●Managed and processed personnel, payroll, and other administrative activities.

●Always provided professional and consumer friendly front office services

●Facilitated the efficient implementation of the Home Energy Auditor Training project

●Coordination scheduling of program calendar, program orientation, pre-employment drug screenings, and pre-entry TABE assessment, and post TABE assessment reviews

●Maintenance of files, Attendance recording, conducted file audits and reviews.

●Responsible for all client tracking

United States Department of Commerce United States Census Bureau 05/2010 - 09/2010 Decatur, IL

Enumerator

Performed field work, which involved canvassing, listing, and interviewing. As a lister I also received 27 hours of training.

●Confidential, and legible data collection, and documentation

●Handled a high-volume workload with completion in timely fashion

●Adherence to all federal guidelines to deliver completed questionnaires

●Canvassed areas, updated the address list maps, and delivered questionnaires

●Meets challenging timeline and quality objectives by accurately managing caseload

●Conducted quality control operations at a sample of addresses in an assigned area

●Participated in quality control listing, recanvassing of areas that failed the quality check

●Professionally conducted interviews with residents and others, effectively explaining the purpose of the visit.

H&R Block Enterprises 12/2005 - 1/2011 Decatur, IL

Client Care Specialist,

Contacting any current year client who did not complete his or her tax return on the first visit with a Tax Professional. Take the initiative to convince client that H&R Block is the right choice for their tax preparation. Develop a network of associates that can be leveraged to handle specific issues a client may have, fostering a team approach to client issue resolution.

● Provide information to Office Leader to ensure client needs are satisfied in a timely manner.

●Communicate via phone and email with clients who did not complete their return. Create and maintain tracking report.

●Use mailroom equipment to sort, process, route, date stamp and identify priority mail; Use office automation to collect, input and process data received.

●Document and communicate to management any recurring or significant problems or issues and techniques, such as answering immediate conversion questions.

●Observe and report call trends when noted. Participate in outbound call campaign daily

● Response to requests from authorized internal/external customers while maintaining the integrity and security of records, hard copy and electronic according to agency and federal procedures and policies.

●Work independently and accurately with attention to detail

●Communicate information clearly and accurately to internal/external customers.

●Analyze problems and anticipating customers' needs

Marketing Consultants Unlimited 03/2009 - 11/2009 Decatur, IL

Life Skills Trainer/ Job Trainer

Provided a different array of life skills training courses to eligible transitional housing residents. Active research of various community employers to assess the skills needed by employers. Coordination of intern program and ongoing development of intern program.

●Creation of lasting relationships with employers in the community to facilitate placement and progress of intern.

●Assess client skills to match client with compatible employers

●Actively research various community employers to assess the skills needed by the employer in order to create a proper fit

●Provide weekly life skills workshop trainings ranging from Home Inspection Cleaning to Applications

●Quarterly employee evaluations of clients in transitional training for feedback from employer, to help assist client with barriers

Startek USA 06/2008 - 03/2009 Decatur, IL

Customer Service Representative

Provide excellent customer service assistance to cellular phone company consumers.

●Assist consumer with servicing account in facets ranging from account specific information to device usage, and troubleshooting, as well as bill payment or issues

●Followed all regulations to provide services mentioned to all consumers

●Manage up to 20 database systems efficiently to provide the range of services offered to consumers professionally.

●Met all productivity goals with one call resolution

Automated Health Systems/ Illinois Health Connect 08/2007 - 12/2008 Decatur, IL

Outreach and Education Specialist

Outreach, education and assistance of all eligible consumers in the selection of a (PCP) primary care provider through individual and group presentations in the field.

●Operation and function of remote satellite office from DHS family resource office located in Logan County IL.

●Corresponded with all AHS/DHS staff to create a positive working environment for both entities

●Maintained documentation of all activities

●Responded to inquiries and input data into records management software.

●Proficient in the use of collection and database systems

●Accurate presentation of information relayed to customers in their preferred language (via use of Dictaphone, bilingual line connection, and interpreter services).

NJL Enterprises/Marketing Consultants Unlimited 08/2006 - 12/2008 Decatur, IL

Life Skills Facilitator

Provide different array of Life Skills Trainings to all eligible Public Housing Clients including but not limited to: Financial literacy, Organization, Time Management, and Appropriate Work Attitudes.

●Communication with all clients in a professional manner for efficient delivery of services

●Correspondence with Program management to ensure that agency goals were met and exceeded

●Outsource clients to proper community agency

●Attend coordination meetings with program director for feedback

Neighborhood Housing Development Corporation 02/2006 - 08/2006 Decatur, IL

Programs Manager

Successful coordination and scheduling of public events held, itinerary, and information used in financial literacy training series.

●Review of all training applications, with input of selection of attendees

● Facilitation of all financial literacy training workshops

●Wrote correspondence, organized office filing system, filed paperwork, and completed other office duties as needed i.e. managed phone lines, email and fax inquiries/requests and corresponded accordingly.

●Development, operation, and maintenance of desktop materials

●Build rapport and establish contacts while providing pertinent information

Decatur Housing Authority/Project Success 05/2004 - 02/2006 Decatur, IL

Family Liaison

Provided coordination of services to all eligible public housing residents with children grade K - 6th. Work collectively with parents, school staff, and other identified service providers in the community to increase the child's chance of becoming a more successful student academically and socially.

●Served as mentor, advocate and resource for all eligible families

●Participate in formal case reviews with management on difficult cases, by explaining identified issues to collectively resolve issues

●Met challenging timeline and quality objectives by accurately managing caseload

●Supervision of all aspects of liaison asst. position. Objective completion of all progress reviews with liaison asst.

●Met and exceeded all pilot program goals

●Attend community meetings to stay in the loop with new and existing services available to clients

●Constant recruitment efforts used to obtain new clients

●Organization, scheduling, and conducted all facilitation of all Monthly Family activity functions

● Creation of entire program intake - exit process, including forms, orientations, and client tracking

●Efficient use of DHA database used to track all client interactions

Decatur Housing Authority Decatur, IL

ROSS Program Peer Coach

Provided coordination of services to all eligible public housing residents. Accompany residents to various personal and professional development related appointments.

●Promote job retention by developing relationships between employers of public housing residents.

● Encourage clients to pursue stable careers that will lead to self-sufficiency.

●Assist clients with career goal setting.

●Coordinate regularly with job coach and case manager to discuss individual cases and make recommendations.

●Monthly calendar planning and facilitation of orientation of new clientele

Decatur Housing Authority Decatur, IL

Resource Assistant

Delivery of excellent customer service to residents and community upon entry into building

●Coordination of calendar of events held in the Family Resource Center and Ulrich Center to ensure smooth transition of rental

●Development and distribution of correspondence, promotional materials via regular mail

●Operation and upkeep of all office equipment daily, arrangement of service of office equipment

●Responsible for all agency public forum meeting minutes, and distribution of minutes to agency partners in attendance of meetings

Decatur Housing Authority Decatur, IL

Assistant Homebuyer Counselor

Coordination and scheduling of homebuyer counseling classes provided by Decatur Housing Authority for eligible public housing and Subsidized housing clients.

●Preparation of all documentation for individual client portfolio

●All office functions including but not limited to typing, and filing, cold calling clients

●Contacted various community agencies to establish collaborative efforts

●Attendance of community events, and facilitation of homebuyer classes at the request of homebuyer counselor

PROFESSIONAL DEVELOPMENT

● 2014 Gale Online Course Administrative Medical Asst. Decatur, IL

● 2013 MS Word/ Excel Decatur, IL

● 2010 Census Bureau NRFU Enumerator Training Decatur, IL

● 2010 Census Bureau Vacant Deletion Training Decatur, IL

● 2009 Illinois Worknet Online Advisor Decatur, IL

● 2008 Engaging Tenants in Services SHPA Springfield, IL

● 2008 AT&T Client Care Specialist Training Decatur, IL

● 2007 O&E Specialist Training AHS/IHC Springfield, IL

● 2006 Marketing Your Business U of I Ext. Decatur, IL

● 2006 Construction Mgmt. HSAC Springfield, IL

● 2006 Financing Development HSAC Springfield, IL

● 2006 Preparing for Development HSAC Springfield, IL

● 2005 Mgmt. Skills for Sup. Rockhurst Univ. Champaign, IL

● 2005 Strengthening Skills in Workplace Rockhurst Univ. Champaign, IL

● 2005 Building a Successful Team Learning Alliance Co. Decatur, IL

● 2005 Social Motivators Points of Light Foundation Decatur, IL

● 2005 Mental Health Training Heritage Behavioral Health Decatur, IL

● 2005 Case Mgmt. Training Decatur Macon Opp. Decatur, IL

● 2005 Crisis Intervention Heritage Behavioral Health Decatur, IL

● 2005 Workforce Development Assoc. of Job Trainers Decatur, IL

● 2004 Substance Abuse Training Heritage Behavioral Health Decatur, IL

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