TAMIKO MORGAN

Seeking employment with room for growth and advancement.

Hayward, CA 94545

adnsw1@r.postjobfree.com

510-***-****

CSSR II Non Sales

June 2019 to April 2020

Establishes customer accounts in MAS. Confirms understanding of customer needs, issues and requests.

● Process service change requests.

● Uses authorized system to gather and provide information and/or update customer records.

● Ensure correct proration rates, debits & credits are applied to customer accounts.

● Run report queries in Mas as necessary to .process service changes.

● Correct customer accounts as necessary relative to start/cancel dates, incorrect service codes, bill cycles, price groups, etc.

● Process return mail to ensure that invoices and/or delinquent notice is sent to the correct owner/ address.

● Enter parcel data on residential accounts in MAS.

● Perform screen 7 clean ups in MAS.

● Process Metro scan requests.

● Enter site survey cases in Mas verifying occupancy/vacancy on the property.

● Sending Hayward new start letters to owners.

● Other duties as assigned.

Customer Service Representative

Rainin Instrument - Oakland, CA

May 2016 to September 2018

Insures high level of service for customer service through uniform response to callers. This includes: Answers phone in a manner consistent with Company standards. Handles inquiries in one call; eliminating call-backs whenever possible. Presents a courteous and professional phone image using appropriate phone etiquette. Provides accurate and timely responses to inquiries.

● ORDER PROCESSING

Takes and processes on-line phone orders. Insures accuracy of input and completeness of data. Understands the products sufficient to facilitate customer questions and accurate order processing. Processes change order requests. Understands impact of change orders to business system and related departments. Expedites orders as a result of customer inquiries. Ascertains reasons for non-shipment (or late shipment). Insures resolution of shipment problems.

Understands the products, their part numbers, features/functions and packaging configuration sufficient to facilitate customer questions and accurate order processing.

Enters hard copy orders in the system as required.

● RETURN PROCESSING

Responds to customer requests to return product. Evaluates reasons for return and processes return authorization in accordance with related procedures and work instructions. WORK EXPERIENCE

Evaluates and recommends alternatives to return; including no charge replacement or credit-only with no return required. Understands the fiscal impact of returned products and seeks to minimize costs related to returns Data Entry Specialist

Iron Mountain Oakland, CA

Key Data Entry

November 2015 to January 2016

The Data Entry Specialist pulls individual files from the storage box, identifies required data fields from each file, and enters that information into the database for the client.

● One box at a time is carried to the workstation, where files are pulled and data is entered into computer system, work is performed from a seated position (95% of time). Performance is measured based on the number of key strokes. Maintain consistent high frequency of keystrokes with 100% accuracy confirmed by double key verification. number of key strokes. Maintain consistent high frequency of keystrokes with 100% accuracy confirmed by double key verification. Customer Support Representative

John Muir Health - Walnut Creek, CA

September 2015 to November 2015

Handles inbound calls for the ICD-10 queue(coding/billing purposes)entered into EPIC. Create technical tickets and process email tickets for cases within SLA. Reassigned tickets to the appropriate departments, i.e IT Service desk for resolution.

HR Analyst-HR Service Center

Kaiser Permanente - Alameda, CA

December 2007 to June 2015

Handles high volume of inbound calls from internal employees regarding complex Leave of Absence, State law and Federal law of Family Medical Leave Act (FMLA), Employee Sick Leave Act (CESLA), California Family Rights Act (CFRA), adhere to HIPAA regulations, Workers Compensation, Benefits, Payroll, etc. questions and issues, including escalated issues and callers. ● Pay Integration for Northern and Southern California. Workers Compensation or State Disability Insurance with integrating payroll for internal employees. Calculate Daily Benefit Rates, Advice coding of utilized accruals and Pay Period Adjustments. ● Aptitude for performing with departmental metrics and goals. Modifies call interaction procedures as needed. in collaboration with Quality Assurance, Training and Team Management. ● Provide first call resolution by addressing moderately complex issues at the point of contact. Escalates complex issues to appropriate resources to ensure resolution. ● Identifies, investigate and communicates services issues to appropriate parties to ensure they are resolved in a timely manner. ● Strong interpersonal skills, leadership, negotiation, analytical and problem solving skills. Intermediate advanced computer skills including word processing, spreadsheets, People soft9.1, and HRIS. ● Data entry/ Update information and request documentation needed for cases/Data entry. Customer Service Representative

Syndero, LLC - Suisun City, CA

October 2005 to April 2007

• Provide excellent customer service to over employees utilizing strong communication skills and telephone etiquette

• Provide solutions to employee questions regarding Onlingo product

• Work closely and coordinate with other departments to ensure a resolution is provided to the employee within one business day refund.

• Maintain day-to-day customer relationships/provide phone support

• Data Entry

• Tracking shipment/orders

• Serve as a resource and escalation point for colleagues on non-routine or more complex matters

• Upselling product

Diploma in Computer Science

Heald's Business College - San Francisco, CA

1995 to 1996

Tamalpais High School

1993

•

SAP

Lotus Notes

Excel

Microsoft (Office, Word, Outlook)

PeopleSoft

Sales force

Oracle

MAS

• Analysis Skills

EDUCATION

SKILLS

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