Data Entry Customer Service
Resume:
La’ Kia Lawrence
San Diego, CA 92154
Objective:
To obtain a position where I can utilize the skills I have achieved through my education and work experience to better assist your facility
Skills:
• Several years of customer service experience with the ability to work professionally in a call- center environment
• Experience with help desk and ticketing; serving as the initial contact for maintenance and technical issues
• Excellent analytical, problem solving and communication (verbal and written) skills
• Extremely productive in a high volume, high stress environment
• Highly productive in the use of Microsoft Office, Excel, Power Point, Outlook
• Productive in basic clerical duties such as answering phones, scanning, heavy filing, faxing documents, and making copies
Work History:
Pridestaff, San Diego, CA
February 2018 to Present
Preparing and sorting documents for data entry
Entering data into database software and checking to ensure the accuracy of the data that has been inputted
Resolving discrepancies in information and obtaining further information for incomplete documents
Creating data backups as part of a contingency plan
Responding to information requests from authorized members
Testing new database systems and software updates Mattson Resources (Doculynx), San Diego, CA
Document Control Specialist/Document Scanner
August 2016 – November 2016
• QC/Document control, data entry into Access database, PDF file review and/ scanning of documents
• Removing staples, cutting, making copies, correct errors, and prepare for document scanning
• Prepared, compiled and sort documents for database
• Checked documents for accuracy, verify data and correct where necessary Sykes Enterprises (Work From Home AT&T), Arlington, TX Billing &Accounts/Customer Care
September 2014-June 2016
• Received inbound calls and other inquires
• Respond to customer queries about ATT services, equipment, promotions, roaming, billing
• Schedule appointments for technicians to go out to customer’s home for technical issues or equipment installation
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner
• Data Entry thru instant chat helping online customers
• Develop innovative ways to sell ATT products and services to customers
• Enhanced customer retention and satisfaction by providing outstanding and prompt customer services
• Handling customer’s cancelations, terminations of services, and reinstating service interruptions
• Effectively prioritize work time to ensure productivity standards are achieved
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner
• Basic knowledge of product offering, operations, billing and corrections procedures
• Handle customer requests for payments, activations, upgrades and other services
• Resolve problems by clarifying issues, researching and exploring solutions and escalating unresolved problems
• Meet Quality Assurance requirements and other key performance metrics
• Ability to navigate multiple concurrent windows and efficiently provide helpful information to the customer
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Troubleshooting and providing technical support for mobile devices Insync Staffing (Ricoh), San Diego, CA
Document Control Specialist/Records Clerk/Help Desk May 2012- Sept 2014
• Researched, QA/QC, document scanning, data entry into OnBase, PDF file review and/or scanning of documents
• Conduct document archiving
• Checking, sorting, and distributing mail working with FedEx, USPS, UPS and using OnTrac
• Shipping/Receiving
• Researching, retrieving, and delivering documents and boxes as requested
• Handle and maintain confidential records/files
• Processed orders for supplies and all incoming and outgoing mail by opening, sorting, checking them in thru computer database, and distributing
• Operated high volume copy machines and printers, maintenance the copiers made sure they had paper and changed toner when needed
• Provide helpdesk support and resolve problems to the end user's satisfaction
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through resolution/escalation
Home Instead Senior Care, San Diego, CA
Caregiver
Oct 2011- May 2012
• Provided in home patient care
• Carried out daily household tasks such as meal preparation, feed patients, laundry, change bed linens, change dressings, cleaning etc
Luth Research, San Diego, CA
Research Interviewer
Aug 2011- Feb 2012
• Made outbound calls to consumers conducting opinion surveys in a qualitative manner
• Conducted survey research for radio stations
• Entered information into the computer system
• Gathered accurate and qualitative information
• Navigate and integrate insights to uncover what truly engages people around the world Smart Staff, (Anacomp), San Diego, CA
File Clerk
Jan 2008- June 2008
• Filed, and archived court and tax documents
• Held clerical duties such as labeling, faxing, scanning, answering phone, validating, document control, quality control and quality assurance, data entry
• Met deadlines for client’s projects to be complete Tele Tech, San Diego, CA
Customer Service Representative
Sept 2005-May 2007
• Handle inbound/and outbound calls from patients conducting insurance verifications to confirm health benefits
• Respond to inquires
• Respond, triage and document inbound calls from customers
• Respond to requests from patients and help them research insurance benefits
• Screen patients for patient assistance programs/co-pay programs, or refer them to other resources as needed
• Providing customer service to patients and providers
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner
• Assist patients or providers access the product(s) they need
• Respond to phone and fax requests from customers, who include physicians and their staff, hospital staff, pharmacists, patients, and family members or friends of patients
• Heavy Data Entry
• Assist patients as needed
• Received inbound calls from Katrina victims
• Inquired about property damage
• Collected personal information for relief funds
Education:
Southwestern College- Associates In Science- Business Finance In Progress
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