Customer Service Operator
Resume:
Laurel, MD *****
*************@*****.***
Tracy Morris
Over 23 years’ experience providing customer service to government and private organizations as an excellent oral and written communicator with emphasis on building strong client relationships. Demonstrated success in leading and mentoring cross-functional teams in multi-facility environments in order to maximize levels of productivity, and quick learner that rapidly adapts to emerging changes.
Qualification Highlights
Professional Experience
EPIQ Global
Washington, DC
Lead Service Specialist October 2010-August 2019
As a Lead Service Specialist, working in a legal environment, providing a variety of technical and administrative duties in support of multiple departments, my duties included, but were not limited to:
Monitoring the day-to-day daily operations of Office Services.
Following established guidelines and procedures for receiving, documenting, organizing and mailing out client packages (i.e. parcel deliveries, messenger services, etc.)
Ensuring clients request(s) and the delivery of faxes/parcels in a timely manner in accordance to corporate standards.
Producing copy, print and scan projects in accordance to verbal and written instructions.
Ensuring all projects have been properly produced and quality checked (QC’d) to corporate standards.
Monitoring daily mail processing, metering, sorting, and delivery of mail.
Maintaining ongoing communication with departments regarding maintenance, creation, revising, reviewing, and retrieval and archiving of records.
Performing data entry into electronic document management system.
Tracking daily volumes for measurable services provided to client.
Counselor Resource Group (CRG)
Washington, DC
Third Shift Supervisor September 2009-September 2010
As a Third Shift Supervisor, working in a litigation support environment, offering eDiscovery and document solutions to the legal and corporate communities, my duties included but were not limited to:
Supervising job-site operations and assuring compliance with all mandatory procedures and initiatives in daily operations.
Overseeing and directing the work of all on-site staff
Maintaining all records and updating systems to reflect newly added files.
Preparing daily and monthly reports
Monitoring operational systems and document technologies
Monitoring and following-up on assigned projects and documentation requests.
Managing shipping and receiving activities to maintain efficient department operations.
Encore Legal Solutions
Washington, DC
Lead Copy Operator January 2005- December 2009
As a Lead Copy Operator, working in a legal environment, providing electronic and paper discovery solutions to law firms and corporations, my duties included but were not limited to:
Reviewing, prioritizing, and submitting print requests from mainframe/mini/server/desktop according to complexity and urgency.
Performing quality control reviews of completed assignments ensuring output accurately meets the instructions as submitted.
Delivering print jobs within established timeframes; maintaining logs of all work submitted and completed including service logs.
Preparing scanning and printing jobs for blowbacks.
Operating a variety of office equipment, including photocopiers, fax machines, document scanners and printers.
Overseeing the operation of equipment and maintaining equipment in proper working order.
Maintaining inventory and supplies.
Proficient In The Use of the Following
Microsoft Office Suite, databases, and database software
Mail Machines--Pitney Bowes, ASCOM HASEL
Copy Machines—Xerox, Kodak, Canon
Facsimile Machines—Pitney Bowes, Canon
Binding Machine—GBC Binders
Education
Norfolk State University, Norfolk, VA
Mass Communications, 1983-1984
Booker T. Washington Senior High School, Norfolk, VA• Diploma • 1982
Personal
U.S. Citizen VA Preference
References
Available upon request
Clerical Administration
Highly organized and process -oriented with focused attention to detail
Critical Thinker
Able to work both independently and in a team environment
Team Building
Lifting and carrying boxes as needed
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