Lower Valley Customer Service
Resume:
Carmen r Rodriguez
Fort Worth Tx 76132
*************@*****.***
Objective:
Work in a timely manner, can perform in multiple tasks paying attention to detail and provide quality customer service. On a daily basis I have learned the capacity to handle hostile work or challenging situations in a professional manner and adhere to agency rules, policies and procedures.
Experience:
A combined experience of 22yrs in customer service from retail. Current employer Texas Workforce Commission 13yrs customer service rep II III, Help Support dept, pilot helper Adhere to agency rules, policies and procedures.
Texas Workforce Commission 02-2009/0602-2014. West Texas TC.
Texas Workforce Commission 06-2015/06-02-2016-Nort Texas TC.
Texas Workforce Commission 06-02-2016/06-05-2017. West Texas TC.
Texas Workforce Commission 06-05-2017/Current
Normal procedures in intake also include explaining the Texas Unemployment Compensation Act and other applicable laws to the claimant and employer when claimants call in to get an update on the claims. While handling cases in the past used the benefit system resources, the TUCA, AP & P, Help Benefits letters UI Benefits Manual and CAST as resources and guides to investigate, review, and research information obtained to make informed decisions. Also performed functions as needed to ensure quality and timely processing of UI claims. Reviewed and explained wage credit information, benefit amounts, base period and benefit year and conditions of eligibility, disqualification and re-qualification.
On daily basis, I have learned the capacity to handle hostile or challenging clients in a professional manner. - Worked quickly, performs multiple tasks, paying attention to detail, enter and retrieve data from computer and provides quality customer service.
Capable of always adhering to telephone schedule and capable of adhering to strict deadlines as outlined by Team Supervisors. Always adhere to agency rules, policies, and procedures.
Professional References:
Monretta Walker-Retired Claims Examiner III-Cell phone # 850-***-****
Gloria Hardy-Retired Claims Program Supervisor III- Cell phone# 817-***-****
Rocio Rodriguez- Claims Program Supervisor III-Cell phone # 915-***-****
Education:
Socorro H.S. El Paso Tx 08-24-86/05-22-89 HS Diploma
University Texas El Paso 08-25-93/12-10-08 Associates degree pending
BS Degree, 220 credits-Finance, chemistry and geology programs.
International Business College Lower Valley 09-02-89/05-12-90
Payroll and Bookkeeping
El Paso Community College (VV)
09-02-90/08-02-92
Basic Courses required English, history, Anthropology, Latin, College Algebra I, College Algebra II.
Skills:
Bilingual in Spanish Read write and speak.
55 Wpm
License and Certification
EEOC, Fraud Prevention, ITSE PII-Annually
Word, Excel, Power point and Outlook-current
Special Training/Skills/Qualifications
Skilled in MS Office 2016-Current
Including Power point, MS Word, Outlook, Excel
Great verbal and writing skills. Skilled & knowledgeable w/intake UI Claims includes CWC claims, military (UCX), Federal (UCFE), disaster claims (DUA). Also skilled in TUC, TRA & TAA claims & Voicemail Pilot Program. Knowledgeable with computers, scanners, faxes, printers & other media devices.
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