Customer Service Entry Clerk
Resume:
Aurora A. Scales
******.******@*****.***
SUMMARY OF QUALIFICATIONS
Proficient in Microsoft applications, Word, Excel, PowerPoint
Transcription 35-50 wpm
Proficient in Legal research, writing and Medical terminology
Strong communication skills, detail oriented,
Public speaking and strong interpersonal skills
EDUCATION
Graduated 2005 - The City University of New York - The City College – BA -Pre-Law
Graduated 2003 – Sullivan County Community College – AAS-Paralegal Studies
EXPERIENCE
National Telecommuting Institute
9/16-4/23 Order Entry Clerk Remote
Seasonal Contract with the IRS
I successfully implemented IRS standards, diverted disgruntled callers, and implemented excellent customer service skills leaving the callers satisfied by the end of the call from home, assisting taxpayers order IRS Forms and Publications during tax season.
6/19 – 11/19 Maximus Federal
United States Census Bureau
Customer Service Trainer
I supported the design, development and distribution of training programs and materials, conducted, planned and coordinated training to a variety of audiences. I coordinated logistics for instructional events, including scheduling classes, reserving classrooms and preparing workstations, determined resource readiness for courses, including materials, training room, technology, and collection and entry of training data. Maintain records of training activities, participant progress, and program effectiveness, provided production floor support and answer questions.
Quality Monitor
Followed procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures. Participated in call monitoring sessions to ensure workers were performing in accordance with established quality and performance standards. Provided feedback on call monitoring results, evaluated recorded and or transcribed interactions of a complex nature between the caller chatter correspondent and the worker and provided appropriate context of ratings.
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