Data Entry Specialist 1

WORK EXPERIENCE:

Eligibility Specialist * ****-2023

Mecklenburg County. Charlotte, NC

●Interviewing customers, gathering information, and inputting data into appropriate systems.

●Verifying customer’s information through paper documentation, on-line search and phone calls.

●Completing eligibility determination and process applications and recertifications for Medicaid.

●Performing data entry and maintaining system files and databases on clients, providers, and program services.

●Responding to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefit status.

●Maintaining extensive knowledge of social services.

Financial Crime Specialist 2 2019-2022

Wells Fargo. Charlotte, NC

●Reviewing, verifying, and identifying customer transactions to detect/ prevent financial crimes activities, policy violations, and suspicious situations to mitigate and/or recover losses.

●Placing outbound calls to the customers to verify transaction and servicing activity.

●Monitoring moderate to complex account activity which requires research that may involve multiple transaction channels.

●Using a variety of sources for information, including online systems and tools/models.

●Performing general account handling functions such as card replacement determination, account maintenance and in office branch referral.

●Documenting research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations, and Suspected Financial Abuse.

●Identifying control failures in bank processes, procedures, customer, or team member decisions and then categorize losses and assign loss accountability.

●Communicating with customers in a fast paced, blended inbound/outbound production-oriented call center environment.

●Responding to inbound calls for customer inquiries, verify activity, service requests, file claims, and assist partner groups while meeting/exceeding quality standards.

Command Center Associate 2014-2019

Concentrix. Charlotte, NC

●Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues,

●Recognize and initiate escalations for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.

● Document all incidents using the service management suite and notify impacted stakeholders.

● Manage call volume and labor resources for inbound call centers, while maintaining and exceeding company and client goals and expectations.

●Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

●Analyze and monitor statistical information in a timely manner to ensure proper call allocation goals are met, reforecasting demand and staffing.

●Recommend strategies to Operations to improve labor utilization and key performance indicators.

Loan Documentation Specialist 3 2012- 2013

Wells Fargo. Fort Mill, SC

●Processed FHA, Veterans Administration, and Conventional loans.

●Demonstrated the ability to process, verify, and document data utilizing multiple systems.

●Important in developing reports to track the progress of multiple loans.

●High level of communication with internal and external clients to achieve goals.

EDUCATION: North Carolina State University, Raleigh, North Carolina

Bachelor of Science, Accounting

with a focus in Internal Audit & Information Systems.

COMPUTER

SKILLS:

Experienced in the use of ACL, SAP, Management, Microsoft Access, Excel, Visio, Word, Outlook, CC Pulse, and IEX TotalView Workforce

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