Service Information
Resume:
Sophia Harrison
Chapel Hill, NC *****
******.*.********@*******.***
#readytowork
Willing to relocate: Anywhere
Work Experience
Interviewer
University of North Carolina at Chapel Hill - Chapel Hill, NC January 2020 to July 2020
Participate in data management/collection, documentation and training activities that meet objectives of Call Center and Outcomes projects. Screen subjects by reviewing electronic health records, enroll subjects into studies, and perform follow-up data collection activities. Coordinate and participate in semi-structured and structured telephone data interviews (with the study project coordinator) within specified protocol windows.
Material Handler/Packer - PBM Graphics and RRDonnelly Premier Employee Solutions - Research Triangle Park, NC January 2019 to June 2019
Reads work order or follows verbal instructions to ascertain materials to be moved. May feed, remove, flex, jog, and stack printed sheets, folded signatures, labels or other in-process product to and from the equipment in the area assigned. Load and unloads materials onto pallets, trays, racks, and shelves by hand. May load materials into trucks and installs strapping, bracing, or padding to prevent shifting or damage in transit, using hand tools. Conveys materials from storage or work sites to designated area, using hand truck, electric dolly, or other device. Counts, weighs, and records number of units of materials moved or handled on daily production sheet. Attaches identifying tags or labels to materials or marks information on cases, bales, or other containers. Stacks or assembles materials into bundles and bands bundles together, using banding machine and clincher. May occasionally use automated equipment and/or operate industrial truck or electric hoist to assist in loading or moving materials and products.
Production Associate
DECI Durham Exchange Club Industries, Inc - Durham, NC February 2019 to March 2019
Perform production tasks and routine duties under close direction following detailed instructions according to quantity and quality goals. Assist in keeping a clean and orderly work area; maintain all property, equipment, tools, and products in good condition. Follow applicable quality procedures and work instructions; always be aware of safety and immediately report any unsafe working conditions to the supervisor or administration.
Report all accidents or incidents to supervisor or administration within 1 hour. Move and handle production supplies as required. Move and transport materials and finished product between work areas and dock areas as needed. Load and unload trailers. Perform material handling duties under close direction requiring basic use of hand jacks, baler, banding machine. Conduct repetitive inspections following standardized methods. Visually inspect parts and kits for missing parts, defects, product damage, or visual quality problems under direction & supervision. Counting and recording duties for verification purposes. Program Coordinator
Intermediate Care Facility - Burlington, NC
July 2017 to October 2017
Supervised 5 or more employees, facilitates work training and provides documentation for the Day Services supported work activities. Monitored day program activities for cost effective use of tools and materials. Scheduled and assigned staff to ensure shift coverage to avoid any disruption in services and available assistance to the individuals. Provided supervisory oversight, and reviewed employee performance and gave feedback on exercised appropriate corrections. Assis ed with emergency situations. Complied with all applicable federal, state and local standards related to ICF/MR and CAP/ MR/DD services, and organizational policies and procedures. Data Collection Interviewer
HR Directions - Raleigh, NC
September 2016 to July 2017
Administered scripted phone interviews to sample members and record responses into CATI software. Exercised refusal diversion techniques to convert sample members from a refusal status. Possessed the ability and aptitude to understand and consistently apply project guidelines and meet project metrics for telephone interviewing quality and timelines. Spoke with study participants, built rapport and obtained information via telephonic interviews, and accurately recorded data in CATI system.
Temporary Call Agent
United Way - Research Triangle Park, NC
October 2016 to December 2016
Served as fill in disaster hotline support for victims of Hurricane Matthew. Provides information and referral services by phone to the public and community professionals. Interviews clients and identifies the problem, assess resource alternatives for the client. Supports the client in implementing the referral, and when appropriate, makes the linkage with other agencies for the client. Assists the inquirer, when necessary in contacting and utilizing resources. Maintains complete and accurate call/ interview documentation.
Work Life Consultant
Workplace Options - Raleigh, NC
March 2015 to September 2016
Obtained required demographic information. Assessed the employee's needs through targeted questioning. Ensured and verified all data entries were complete and accurate. Demonstrated excellent customer service skills Provided accurate and concise research and referral information to clients in a timely manner. Proofread and corrected grammar and other errors to ensure that correspondence would be error free. Maintained communication with clients and associated EAPs as required. In addition to completing telephonic intakes and research & referrals, other duties as needed. IT Services Specialist I
Alphanumeric Systems, Inc - Raleigh, NC
October 2015 to July 2016
Received, documented and tracked all incoming customer/user calls for immediate remedy and closure. Serve as the single point of contact (SPOC) for incidents, including owning the call through closure. Provided timely IT service desk support to contracted clients. Used defined procedures for responding to customer calls. High proficiency in Windows and MS Office Suite applications was required. Collected information from caller and document data elements in designated tool, Maintained records of all calls from customers using designated Service Management tools. Provided detailed documentation of all steps involved in resolving customer issues. Escalated issues to the appropriate department and personnel. Investigated, examined, and executed troubleshooting and triage, to adequately solve hardware and software issues quickly. Provided support and instruction for client products. Performed all procedures based on Standard Operating Procedures (SOPS) with associated testing. Updated knowledge base for all clients. Unlocked and reset passwords for user accounts. Resolved issues for clients using designated remote access tool. Flexibility in schedule adherence was crucial in order to assist in responding to emergency support issues and situations. Other duties as assigned.
Universal Call Agent
United Way - Research Triangle Park, NC
December 2014 to June 2015
Provided information and referral services by phone and electronically to the public and community professionals. Interviewed clients and identified key issues, assessed resource alternatives for the client. Supported the client in implementing the referral, and when appropriate, made the linkage with other agencies for the client. Assisted the inquirer, when necessary in contacting and utilizing resources. Conducted follow-up to ensure that the inquirer's needs have been met. Used crisis management techniques when and where appropriate. Maintained complete and accurate call/ interview documentation.
Telephone Interviewer
Scimetrika, LLC - Research Triangle Park, NC
September 2014 to April 2015
Conducted telephone interviews with twins who are veterans of a Middle East war. Conducted follow up on mailings to selected individuals, with the goal of engaging them to participate in the study, and interviewing respondents using pre-determined scripts and recording responses in a computerized system. Demonstrated the ability to speak clearly, read scripts and questionnaire items verbatim, and accurately entered information into a survey database. Maintained consistency and adhered to project guidelines to meet project metrics for telephone interviewing quality and timelines. Spoke with study participants, provided updates and pertinent information, conducted telephone interviews, and recorded data in CATI system.
Customer Service Specialist
Innovative Interfaces - Emeryville, CA
September 2011 to September 2012
Served as the 1st line triage and liaison for the Innovative Interfaces Customer Services Help Desk. Facilitated incoming request for service including opening new service tickets and expediting urgent issues to the appropriate levels of management. Used Unix and VI tools to troubleshoot software issues. Processed tickets into SalesLogix CRM for the Encore Services Department, and from previous role, continued completing routine requests for the Inn Reach department. Systems Specialist
Innovative Interfaces - Emeryville, CA
February 2008 to September 2011
Answered direct calls and routine questions from customers for the Union Databases Department (Inn Reach). Assisted with projects as needed. (Skyriver Searching Project using z39.50 utility and WorldCat database) Processed tickets in SalesLogix for the Encore Services Department. Use of Unix and VI tools to troubleshoot software issues.
Systems Librarian
Innovative Interfaces - Emeryville, CA
January 2007 to February 2008
Analyzed, troubleshoots, documented, and resolved application issues reported by customers using UNIX and proprietary utilities. Worked with customers with varying levels of technical expertise to effectively pursue and resolve issues in an expedient manner. Education
Masters in Information Science in Information Science North Carolina Central University - Durham, NC
May 2006
Bachelor of Science in Business Education in Business Education East Carolina University - Greenville, NC
May 2000
Skills
• Help Desk
• Library Services
• Software Troubleshooting
• Remote Access Software
• Network Support
• Databases
• Cataloging
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