Call Center Representative, retail, clerical

Maria Rossi

***B Arena Drive

Trenton, New Jersey 086910

************@***.***

Cell phone: 609-***-****

PROFESSIONAL EXPERIENCE

Mercer County Board of Social Services Trenton, New Jersey March 2011 – Present

Human Services Specialist October 2018-Present

Process SNAP, TANF recertification, GA and FC redeterminations. Process changes in all programs. Conduct customer interviews. Assisting customers via phone, Identify problems and solutions.

Clerk 2

Worked as a Call Center Representative. Answering customer’s questions and concerns, sending

applications and other document. Troubleshooting customer problems as needed.

Clerk I

Held positions in Record Room, Case Processing Unit, Eligibility Support Unit

Carry out Clerical duties under limited supervision. Perform moderately complex various clerical work. Trained co-workers using Dims Software. Prepare and mail monthly eligibility letters for the EPSDT - Early Periodic Screening Diagnostic and Treatment Program.

Prometrics Testing Center Hamilton Twp., New Jersey August 2010 – August 2011

Testing Administrator

Part-time. Responsible for greeting candidates, verifying their identification, and supervising test administration following established Prometric guidelines. Maintain site security and deal with any problems arising at the site in a professional, caring manner.

Bristol Myers Squibb Plainsboro, New Jersey April 2006 – Nov. 2008

e-Learning Data Analyst/Project Coordinator

Manage procedures that test technical aspects of online learning modules interoperability with

the BMS’s computer images, Learning Management System and Web server environment. Provide guidance to L&OD LMS administrative staff, Help Desk personnel, Sales and Marketing employees with their respective usage of the Learning Management System. Responsible for evaluation and LSM creation using BMS assessment software. Support 1 Director and 2 Associate Directors with seminar and training projects.

Mercer County Community College West Windsor, New Jersey April 2005 – Dec. 2005

Student (Full-time)

Enrolled in the Website Development and Administration Certificate of Proficiency Program. Attended classes and did coursework. Listed on the Dean’s Honor List - Fall 2005 semester.

Educational Testing Service Princeton, New Jersey Sept. 1998 – Dec. 2004

Staff Assistant II Sept. 2003 – Dec. 2004

Provided administrative support to three Directors and ten staff members in the Learning and Teaching Research Center. Managed Outlook calendar schedules, set-up meetings, finalized logistics for on and off site conferences, workshops, and business travel. Proofread and formatted research papers in APA style for publication in scientific journal, created reference libraries using EndNote software. Established a library catalog system for the Evaluation Toolkit Library. Held training classes for new software.

Staff Assistant II June 2001 – Sept. 2003

Supported the Director and staff Assessment Design and Scoring Research Center. Conducted library and internet searches for information and publications for staff projects. Proofread and formatted research papers in APA style for publication in scientific journal, created reference libraries using EndNote software. Assembled data files and tracked research project activities.

Staff Assistant II Feb. 2000 – May 2001

Assisted two Executive Directors in the Marketing Department with administrative and project-oriented duties. Created reports and charts. Processed encryption keys for the ETS Scorelink product, an on-line system that enabled quick receipt of test scores.

Desktop Publishing Specialist Sept. 1998 – Dec. 1999

Ensured accurate format specifications, proofreading, and quality control of test question

items used in testing products. Convert text and artwork files to new system utilizing various software programs.

Maria Rossi (pg. 2)

Hamilton Formalwear Hamilton Township, New Jersey Jan 1998 – Sept. 1999

Software Consultant

Implemented a bar code inventory system (Tuxedo) for entire stock. Set-up system procedures

and reports. Trained employees, furnished user documentation.

AT&T West Long Branch, New Jersey Nov. 1996 – Dec. 1997

Lotus Notes Application Developer

Participated in the design and on-going maintenance of the Lotus Notes 4.5 based Modification Request Tracking System database (MRTS), which included a free form discussion database

and an interactive intranet web site using the Domino Web application server. Co-wrote user documentation. Supported MRTS users with one on one consultations and troubleshooting problems. Generated reports and charts used by the Management District staff. Created

intranet web site that scheduled Market Entry Software Releases.

Lockheed Martin Astro Space East Windsor, New Jersey April 1990 – June 1995

Configuration Management Specialist March 1994 – June 1995

Managed the Engineering Change Notice database. Supported eight Lead Representative

of Production Control with daily and weekly reports. Devised a program used in upper management meetings to track and identify product quality and design problems.

Database Administrator April 1990 – March 1994

Served as a point of contact for approximately 3000 users for the Computer Resources Department. Created and managed the LAN database used to track users’ connections. Maintained TCP/IP network address database. Designed a database that tracked service requests and produced monthly reports of productivity statistics. Coordinated users’ relocations, changes, and additions by working with users, facilities, phone, and IT personnel to prepare plans to meet LAN resource requirements, identified and ordered LAN hardware required for network expansion.

OTHER RELEVANT EXPERIENCE

GE Corporate Staff Center Princeton, New Jersey

Benefits Representative

Professional Associates in Regulatory Services Hamilton Township, New Jersey

Database Administrator

Carter Wallace, Inc. Statistical Services Cranbury, New Jersey

Database Management Specialist

State of New Jersey Department of Labor & Industry Systems and Communications

Programmer Assistant

EDUCATION

Mercer County Community College, West Windsor, New Jersey

Website Development and Administration Certificate of Proficiency 2005

Integrated Computer Management, Inc., Princeton, New Jersey

Certified Lotus Notes Application Developer (ver 3.1.5) 1996

Mercer County Community College, West Windsor, New Jersey

Associates Degree – Data Processing 1987

81 COLLEGE CREDITS

SOFTWARE

DIMS - Document imaging Management System / Open Workspace Oracle New Card

IBM Host -43 Medical Eligibility System FAMIS - Family Assistance Management Information System

UAP, Onetrac and related MCBOSS software programs and systems

Questionmark – Perception 4 Peoplesoft Plateau Learning Management System

Macromedia Dreamweaver 8 & MX 2004 HTML, XHTML Visual Studio.NET 2003

Final Cut Pro 4 (video editing) Adobe PhotoShop CS Adobe Image Ready CS

Adobe Illustrator CS MS Word, MS Excel MS Power Point

MS Access MS Outlook EndNote, MS Project

MS Windows Operating Systems [3.1 thru XP] Lotus Notes Releases 4.5/3.1.5 Client and Server Software

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