Telephone Interviewer Customer Service
Resume:
Marissa A Morris
Hedgesville, WV 25427
*************@*****.***
OBJECTIVE:
To utilize my valuable experience to enhance my usefulness to my employer.
Research Assistant
BA-ZAI JV, LLC, Martinsburg, WV November 2017- Present
Reviewing National Firearms Act (NFA) applications to include: ATF Form 1, 2, 3, 4, 5, 9, 10 and 5630.7 to determine completeness and accuracy.
Preparing the above applications for examiner and specialist review and approval.
Examining applications submitted by individuals, corporations, partnerships, sole proprietors, and government entities requesting Special Occupational Tax stamps and/or NFA stamps.
Accepting and requesting missing information from applications to include contracts, corporation paperwork, trusts, death certificates, fingerprint cards, lawful heir instructions and other supporting documentation as required by specific application.
Notating the National Firearms Registration and Transfer Record (NFRTR) to reflect errors on application and steps taken to correct errors.
Communicate with the Firearms industry, Industry Operations Investigators, and Special Agents the requirements to make or transfer Firearms or apply for SOT lawfully.
Frequently navigates the Federal Licensing System (FLS) to determine if someone lawfully possess the correct Federal Firearms License (FFL), the status of their FFL, and makes note of any special attention flags.
Can advise examiners and specialists when an illegally possessed restricted item warrants more review.
Performs searches of inventory within the NFRTR to determine if an industry member may be subject to penalties and interest.
Routinely performs searches in the NFRTR for industry member inventory on very little information.
The lead custodian of the Correspondence log for all of the National Firearms Act Division. Duties including receiving correspondence, assigning correspondence based on subject matter, accepting return correspondence from specialist, ensuring the proper signatures have been obtained, updating the log for completeness, running queries on the correspondence log to determine open letters for both Branch Chief and Division Chief, and checking for legacy correspondence in regards to field inventory checks.
Tasked with training new clerks in examining NFA and SOT applications, preparing the applications for approval, drafting correspondence and memorandums to specialists, and retrieving supplemental information from both private and industry members.
On a daily basis, navigate, search, run queries, and/or input data and instruction in NFRTR, NSOT, FLS, NFAD correspondence log, Exemption spreadsheet, live check logs, Finger print results, ACHC, state law spreadsheet, and any other NFA related spreadsheets required.
Reviewing government contracts submitted to SOT specialist for exemption from 479.33 (from paying SOT or submitting ATF Form 2 and 5) for required information as provided per Branch procedure.
Knowledgeable and comfortable referencing the Federal Firearms Regulations Handbooks and The National Firearms Act handbook to ensure full compliance with NFA.
Familiar with ATF Form 5630.7 and am able to explain to industry members how to accurately complete the form and detect when something is missing
Filing all SOT related forms and pulling forms for reference, interpreting what they mean with little assistance
Using various programs daily to include FLS, NFRTR, NSOT, WebRetrieval, ECM, Microsoft Office Suite, Access to update and access records and to keep accurate logs for possible future reference
Accessing databases to verify addresses before sending correspondence or if mail is returned undeliverable, verify accurate up to date address for delivery
Receive, open, date stamp and distribute mail, FedEx, UPS, faxes and emails for division as needed, while ensuring their accuracy and entirety before delivery. Following up with telephone call or return email as necessary to gain all paperwork required
Entering applications as needed, using NFRTR, updating records to include checking the CHC to begin the background checks
Reviewing documents to recognize potential problems or issues and submitting them for further review for appropriate action
Performing database research of ATF and other systems to obtain accuracy of information
Assist the SOT specialist in entering SOT applications, using NSOT, FLS and other various operational programs
Knowledge of the different types of Federal Firearms Licenses (FFL) there are, the different Special Occupational Tax (SOT) classes, and how they relate to one another when processing applications
Query FLS database to search for specific entity and know the difference between active and expired FFL
Query NSOT for EIN status and when stamp was issued, type of stamp, how many are active, out of business, how many locations each SOT may have and how to interpret the notes left by the specialist
Receive, log, mail bank returned applications containing errors to include composing error letter
Dealing with the public, federal personal, other law enforcement agencies and fellow contractors on the phone or in person in a proper and professional manor
Telephone responsibilities, making and receiving calls, taking messages, transferring calls to the appropriate person, assisting and taking information as necessary
Making and receiving phone calls to gain information to update records to complete applications and/or explaining policies and procedures to applicants as necessary for pending applications making sure to pay strict attention to accuracy
Strong sense of customer service
Ability to work with minimal supervision, most times changing tasks frequently as needed while following policies and procedures
Strive to provide high quality of work
General Clerk III
BA-ZAI JV, LLC, Martinsburg, WV May 2009- November 2017
Using various programs daily to include FLS, NFRTR, NSOT, WebRetrieval, Microsoft Office Suite to update and access records, spreadsheets, databases and other communication programs to keep accurate logs for current actions and possible future reference
Answer incoming telephone status requests on National Firearms Act (NFA) applications submitted or questions regarding filling out applications and from industry regarding Special Occupational Tax (SOT) status
Receive, open, date stamp and distribute NFA mail, FedEx, UPS, faxes and emails for division as needed, while ensuring their accuracy and entirety before delivery
Accessing programs to verify addresses before sending correspondence or if mail is returned undeliverable, verify accurate up to date address before re-mailing to ensure a data breech does not occur
Scan, save and log incoming and outgoing letters for division
Assist with applications that are sent to and are received back as errors from the bank
Telephone responsibilities, making and receiving calls, taking messages, transferring calls to the appropriate person, assisting and taking information as necessary
Making and receiving phone calls to gain information to update records to complete NFA applications to include finger print cards making sure to pay strict attention to accuracy, assisting at one time a project to obtain such information
Dealing with the pubic, federal personal, other law enforcement agencies and fellow contractors on the phone or in person in a proper and professional manor
Strong sense of customer service both on the telephone and in person
A strive to provide a consistent output of high quality of work
Ability to frequently lift up to and more than 40 pounds
Experience in identifying and presenting possible issues to management
Confident, articulate, and professional speaking abilities
Thrive in a team environment and work well with others
Ability to work with minimal supervision while following policy and procedures
Ability to resolve complex issues for customers
Manage time both effectively and efficiently through prioritizing tasks and setting up plans to complete tasks in a timely manner
Assist with recovering of specific information
Use programs including FTS, FLS, OBRIS, Microsoft Office Suite for various tasks
Review documents to obtain accurate information being searched
Maintain source documents stored manually and electronically
Verify documents for accuracy and completeness
Ability to query databases to research records
Keep production records while adhering to goals
Use fact finding and investigative techniques to gather information
Possess a thorough knowledge of customer's work to provide guidance to lower level staff
Use sound judgment to determine varying methods and procedures to resolve complex matters
Strict attention to detail with minimal errors in a timely manor
Ability to work under minimal supervision and follow policies and procedures
Input data in an accurate and efficient manner
Computer skills, including navigating the internet and typing ability
Keeping sensitive customer or company information confidential
Verify accuracy of information to include research and retrieving before keying
Update records and information into databases
Process forms as directed
Making calls to insure accuracy of information submitted before entering into databases
Quality checking others to insure accuracy
Identifying possible problems and reporting them to appropriate personal for corrections
Telephone Interviewer/Customer Service
U.S. Census Bureau Hagerstown, MD April 2014-January 2016
Data Entry per responses to questions from the customer on the phone.
Customer service
Specialist in working with customers who originally denied completing the Census to complete the questionnaire over the phone.
Server/Hostess
Ruby Tuesday’s Charles Town, WV September 2008- July 2009
Customer Service
Performed all cash/credit card transactions to closeout customer transactions
Seated people to their table per based on trained rotation
Trained incoming servers/hostess’
Cleaned and maintained work stations throughout entire shift
Customer Service Representative/Administrative Assistant
Farmer’s and Mechanics Insurance (Randstad Temp Agency) Martinsburg, WV
July 2008-September 2008
Performed all cash office including operation check system to print insurance refund checks to insured customers.
Customer Service
Microsoft Office Suite
Reviewed, date stamped and distributed mail
Scanning/imaging documents
Server/Hostess
Shoney’s Martinsburg, WV January 2008-July 2008
Customer Service
Performed all cash/credit card transactions to closeout customer transactions
Seated people to their table per based on trained rotation
Trained incoming servers/hostess’
Cleaned and maintained work stations throughout entire shift
Server/Hostess
Bob Evan’s Martinsburg, WV June 2006- December 2007
Customer Service
Performed all cash/credit card transactions to closeout customer transactions
Seated people to their table per based on trained rotation
Trained incoming servers/hostess’
Cleaned and maintained work stations throughout entire shift
Closing server. Ensured all other duties by servers/hostess’ were completed before they left each evening.
Server/Hostess
Sheila’s Kitchen Martinsburg, WV May 2005-June 2006
Customer Service
Performed all cash/credit card transactions to closeout customer transactions
Seated people to their table per based on trained rotation
Trained incoming servers/hostess’
Cleaned and maintained work stations throughout entire shift
Closing server. Ensured all other duties by servers/hostess’ were completed before they left each evening.
Education
Kaplan University, Hagerstown, MD
Paralegal program (no longer attending)
Mountain State University, Beckley, WV
Diagnostic Medical Sonography (school closed before completing)
Musselman High School, Inwood, WV
High School Diploma May 2007
References available upon request
Contact this candidate