Associate Customer Care Representative

Ayisha Banks

**** ***** ***** **. ** Atlanta, GA 30324 Mobile 718-***-**** *********@*****.***

SUMMARY

Results-driven HR professional who communicates and collaborates effectively with professionals by relying on excellent interpersonal and administrative skills, outstanding customer service, and relationship building abilities.

EDUCATION

Life Coach 2022

Destiny Training Academy

Human Resource Management Graduate Certificate 2018

Capella University – Minneapolis, MN

Bachelors of Art in Mass Communications 2000

Herbert Lehman College – Bronx, NY

ACADEMIC PROJECTS

Performed a training needs analysis to identify program objectives and gaps in trainee knowledge

Developed a comprehensive training program design

Created a selection plan with five screening methods and developed a competency model

Developed a recruiting and hiring plan

EXPERIENCE

First Advantage (Permanent), Atlanta GA 11/17-Present

The Centric Group (First Advantage, Contract) 05/17-11/17

Associate Customer Care Representative

Transitioned to full-time within six months based on favorable performance and results

Conduct background screening services (employment, criminal, education, credit, reference) for clients, to ensure effective hiring decisions, high confidentiality

Builds and maintains customer relationships with First Advantage

Trained new employees on policy, databases, and applications supported by First Advantage

Achieve individual goals while contributing toward departmental goals for quality assurance, customer satisfaction, first call issue resolution, productivity, and schedule adherence, in a fast pace environment

Collaborate with internal experts as necessary to resolve issues with applications supported by First Advantage services

Serve as point of contact for HR professionals, candidates, and internal experts regarding appropriate documentation, defining background search type and screening results to have actionable information needed to drive business decisions, strong attention to detail

Human Resources Administration (DHS), New York NY 05/02-02/17

Job Opportunity Specialist

Interviewed 50 clients weekly via (face to face/video conference/telephone)

Conducted needs assessments to determined appropriate services and developed goals and care plan

Researched/determined employment opportunities while ensuring the highest level of accuracy, distribution of services and funds

Passed audits to ensure codes aligned with policy and procedures.

Recertified 80-100 cases monthly to determine eligibility for continued Federal/State support within regulatory timeframe

Maintained high level of confidentiality while working with client’s personal information

SKILLS

Computer Skills - MS Office Suite, Internet Proficient

References Available Upon Request

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