Csr Customer Service
Resume:
Moneisha Dorsey
Sun Prairie, WI 53590
608-***-**** Cell
**************@*****.***
Motivated worker with 4 years of experience providing first rate customer service, including with the State of Wisconsin STAR PeopleSoft system. Advanced computer skills including Microsoft Word, Excel, and PowerPoint. Strong ability to multitask.
Experience
Maximus CDC Vaccination Project Madison,WI 2021-Current
CSR III
●Provide responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses
●Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.
●Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
●Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing.
●Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller
●Refer calls as required to CSR Lead
●Maintain up-to-date knowledge of client regulations and policies
●Report problems that occur via the online system so they can be addressed by the appropriate parties
●Respond to telephone inquiries within staffing and time parameters
●Working special holidays and/or overtime may be required
●Regular and predictable attendance is required
●All personnel will be required by contract to undergo program update training as the program changes
●
State of WI - Department of Administration Madison,WI 2018-Current
IS Business Automation Senior
●Lead the efforts in the design and configuration of the ELM system to meet Agencies’ business requirements for delivering, tracking and reporting staff professional development.
●Plan, design, coordinate and perform systems test to ensure the proper operation and processing function of systems. .
●Teamwork and Issue resolution skills. Balances team and individual responsibilities; exhibits objectivity and openness to others' view; gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports every team member's effort to success; ability to obtain resolution by team consensus when differences in business processes are discussed.
● Plan, develop and coordinate system implementation, including coordination of ELM system test plans. Develop and administer user acceptance testing, create documentation, instructional materials, directives and identify training requirements.
●Deployment and management of STAR Technical course content in ELM related to STAR.
●Proficiency in the use of the computer software programs, presentation technology, and Web Based systems (including MS Word, Excel, Access, Power Point, Adobe Creative Suite, Adobe Captivate, and Web-based content delivery systems)
●. Excellent oral and written communication skills. Speaks clearly and persuasively in positive or negative situations; responds well to questions; demonstrates group presentation skills; participates in meetings; writes clearly and informatively; varies writing style to meet needs; presents numerical data effectively.
State of WI - Department of Administration Madison,WI 2015-2017
Office Operations Associate
●Receive, categorize, prioritize and assign support tickets received from all state agencies utilizing the STAR Peoplesoft system.
●Provide excellent customer service in a high volume, fast paced operation via phone and email.
●Work both independently with minimal supervision and in a team environment.
●Use strong multitasking skills by working on multiple tasks at the same time.
●Utilize problem-solving and decision-making skills.
●Handle customer complaints professionally, effectively and in a pleasant manner.
●Create and maintain spreadsheets in Excel.
Education
Madison East High School, Class of 2014
Certifications
●Instructional Design Certificate
●First Aid and Safety
●CPR Certification
Extra-Curricular Activities
YHSC Club member 2013-present
The curriculum for this program included: Leadership and Service Learning, Vulnerable
Populations & cultural Competency and Ethical Issues, Health Career Exploration and Health
Care Skills.
Red Cross Blood Drive Volunteer 2013
Comforted patients during the blood drive process, kept patients hydrated, maintained causal distracting conversations to help put patients at ease.
References
David Wirth (Supervisor)
Organizational Change Management Bureau Director, DOA STAR Program Office
Wisconsin Department of Administration
101 E. Wilson Street Phone: 608-***-****
Madison, Wisconsin 53703 Email:******.*****@*********.***
Stacy Van Wormer (Co-Worker)
IS Business Automation Senior
Wisconsin Department of Administration
101 E. Wilson Street Phone: 608-***-****
Madison, Wisconsin 53703 Email:*****.*********@*********.***
John Driscoll (Supervisor)
Procurement Manager
Wisconsin Department of Administration
101 E. Wilson Street Phone: 608-***-****
Madison, Wisconsin 53703 Email:*****.********@*********.***
Contact this candidate