Customer Service Representative
Resume:
Monique D. Williams
Social Service Specialist
*** ***** ***. *** * - Dover, DE 19901
*******.********@********.***
To join a company that offers me a stable and positive atmosphere and therefore innovate the work culture for the betterment of all parties concerned
WORK EXPERIENCE:
Social Service Technician
State of Delaware: DSCYF – Dover, DE – May 2016 to Present
Provide excellent customer service to clients as well as co-workers, Supervisors and Management
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with DSCYF
Handle multiple phone lines, including paging systems, transfer of calls, and conference calls to the appropriate locations
Submit reports and reviews reports or problems with Superiors
Advise clients regarding food stamps, childcare, food, money management, sanitation, or housekeeping
Consult with Supervisors concerning programs for individual families
Assist in locating housing for displaced individuals
Write and mail letters (Treatment notes, Substantiated letters); Keep records; submit required reports; and complete routine forms or letters
Gather routine information according to a standard format for use in determining eligibility of benefits
Conduct follow up activities on clients as assigned
Refer clients/cases to appropriate agency for additional resources
Prepare and submits source documents on case/client activity for data entry in accordance with established policies and procedures
Create Investigation and Treatment files for Case Workers and Supervisors for review
Receive and records applicant, recipient or vendor complaints concerning reception area problems; solves routine problems and/or refers to the appropriate chain of command
Arrange and/or reminds clients of interviews or related appointments; follow up to determine client's reason if appointment is not kept; and reschedules if necessary and may visit clients and/or ensure clients receive adequate transportation
Transport clients to and from their scheduled appointments, activities, and place of residence
Specially trained in FOCUS END- User system
Admin Specialist I
Kelly Services; DHCI – Smyrna, DE – November 2015 to May 2016
Provided excellent and direct customer service regarding benefits, pay leave, pensions, and related HR functions
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with DHCI
Sent out information to training for DHSS/DHCI training registration
Logging in all performance evaluations plans, FMLA request leave audits and W/C
Assisted employees/applicants with login in to DEL
Trained to assist employees with login in Employee Self Service and E-pay online pay information
Managed employee files and archival files
Serve as the liaison with the public for HR by handling all incoming calls, directing the call to the proper HR staff, providing information to internal and external customers and take messages
Handle incoming and outgoing mail, faxes and postal or shipping service
Enter and edit information from the State of Delaware Performance Plan onto a spreadsheet
Trained and knowledgeable in Delaware PHRST program (U-Confirm website)
Supported Human Resources Technicians with multiple job duties and responsibilities
Front Desk Receptionist/Customer Service Representative
Kelly Services, Del Dart - Dover, DE - August 2015 to November 2015
Meet/Greet guest & State Agency Employees
Answer phones, direct calls to the appropriate departments
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with Del Dart
Scan; fax; file; email, and mail out important documents and applications
Schedule meeting rooms, and appointments
Accept payments for Dart cards and Para transit tickets
Accurately balance/reconcile cash drawer and cash report daily
Customer Service Representative
EZ- Pass Delaware - Dover, DE - June 2015 to August 2015
Serviced inbound Customer calls
Assist Customers with questions regarding account maintenance, violation, billing, tolls, etc.
Researched and resolved problems in accordance with policy
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with EZ-Pass Delaware
Disseminated information on a variety of EZ-Pass and client related topics
Completed unresolved inquiry forms for referral
Managed 100 call per day
Customer Service Representative
Kelly Services, Chesapeake Utilities - Dover, DE - March 2015 to May 2015
Respond and resolve Customers inquiries in a timely manner while demonstrating a positive and professional attitude and appearance.
Process Customer transactions to include payment processing, initiate meter/service orders,
Entered/Deleted Customer information
Research, identify and solve discrepancies and prepare adjustments as needed
Accurately balance/reconcile cash drawer and cash report daily
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with collection and disconnection under CHPK and PSC guidelines
Disputes Analyst
Barclay Card US - New Castle, DE - March 2014 to May 2014
Enter and updated clients records on computers
Performing clerical activities, such as answering phones, sorting mail, filing, typing, word
Processing photocopied and mailed out material
Getting/Gathering Information
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with Barclay Card US
Communicating with Supervisors, Peers, or Subordinates
Performing for or Working Directly with the Public
Processing Information
Updating and Using Relevant Knowledge
Communicating with Persons outside the Organization
Updating documents into a computerized system to ensure the documents are up to date and not fraudulent to be processed
Performing Administrative Activities
Organizing, Planning, and Prioritizing Work
Thinking Creatively
Experience with: Calculators, Database software, Desktop computers, Fax machines, Mail
Equipment
Microsoft Excel, * * Microsoft Office software, Microsoft Word, Multi-line telephone systems
Processed Chargebacks for Barclay Card clients with regards to Credit Cards: Visa,
Master Card and American Express
Customer Service Representative
Sitel-Milford, DE- November 2013 to March 2014
Answer inbound calls within the guidelines, policies, laws, and procedure established by the client and the contact center Management
Accurately balance/reconcile cash drawer and cash report daily
Gathering and verifying Customer’s information for new and existing accounts
Assist Customers with account specific information such as billing inquires, and processed
Payments
Troubleshoot technical issues, and explain new products and services offered
Systems and Programs: VLBC; CIMS; Microsoft Outlook 2010/Seibel, and Blue Pumpkin
Client Service Representative
Integrity Staffing Solutions - Middletown, DE - November 2013 to March 2014
Entered up to date I-9 documents into the database for each client making sure the documents are not fraudulent to be processed
Filed and alphabetized folders for client’s records
Scanned and copied documents for each client that I assisted.
Administered and submitted swab test for alcohol and drug screenings for each client
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with Integrity Staffing Solutions
Scheduled Orientation dates for employment
Provided excellent Customer Service to the Clients
Customer Information Representative
NYC Housing Authority - Queens, NY - January 2012 to January 2013
Specializing in NYCHA & Section 8 programs.
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with NYCHA
Sending out applicable forms and in pamphlets
Provided Applicants with their status on their housing application
Provided Section 8 clients on their cases.
Answered incoming phone calls in a professional and courteous manner
Specially trained in the SCRE (Senior Citizen Rental Exemption program), and the DRE
(Disabled Rental Exemption program)
Call Center Representative
311 DOITT - Manhattan, NY - September 2005 to December 2011
Used multiple computer systems to handle inquires, researched answers, file requests for
Services, complaints or comments for investigation and for other purposes
Apply laws, rules, regulations, standard policy, and procedures within the guidelines in accordance with 311 DOITT
Responded, inquired and determined the service required by asking probing questions and using multiple computer applications to determine the customer's needs
Answered incoming phone calls in a professional and courteous manner in a
Centralized, state of the art, high-volume call center
Sent out applicable forms and information pamphlets submitting information in the appropriate computer system
Specially trained in multiple city agencies such as:
Department of Transportation; traffic signals, streetlights, and pothole complaints
Department of Housing Preservation and Development complaints
Department of Finance real estate taxes and parking violations complaints
EDUCATION
Linden Adult High School - Linden, NJ
SKILLS
Excellent Customer Service
Ability to multi-task while performing all my job duties.
I am very organized and efficient in the Customer Service field
I am a Notary for the State of Delaware (Non Expired)
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