Customer Representative Service

Camille Wright

***** ****** *** **********, ******** 20619 ***************@*****.*** 703-***-****

QUALIFICATIONS

Technical Expertise: Computer proficiency in Adobe Acrobat and Microsoft Office (Excel, Word, PowerPoint, SharePoint and Outlook). Proficient in IDE systems and various DOD systems.

Configuration Management and Data Management Support within Navy and military programs.

Communication Skills: A team player that is attentive to detail and able to work in a fast-paced environment. Writing skills to develop proper reports and official correspondence. Ability to obtain and relay customer information to establish reports for meetings with management. Possess a high level of initiative and commitment to complete assignments in an organized and timely manner. Strong problem-solving skills, attention to detail, time management, and organizational skills. Works both as a team member and independently, with minimal supervision.

Customer Focused: Over eight years of customer service focused experience, and working within programs with 100% customer interface.

Database Management: Payroll Systems (EZ PAYROLL, DELTEK, ADP), PMS-ES (DOD Site), DRL Systems, AMARDEC, POC, AMS CDRL TOOL, ECM TOOL, SHAREPOINT, TEAM CONNECT, RSHARE, WEBMAIL, NICE. AMAZON DATA CALL )

Security Clearance

Currently Hold Secret Clearance – Issue 16 May 18: Type T3R

CAC Card

EXPERIENCE

Midtown Group, Vaccination Scheduler, off-site Jan 2021-March 2021

Answered busy call center line, directing clients too vaccination centers and scheduling Washington DC workers, and residents for vaccinations during the Pandemic.

Midtown Group, Federal Emergency Management Agency FEMA, Off-site Sep 2020- Current

Disaster Relief Specialist/Covid 19 Funeral Assistance Specialist

Help FEMA respond to, recover from and mitigate all hazards by performing a variety of emergency management functions which are not limited to disaster survivor assistance, conducting and verifying damage assessments, and providing administrative, financial and logistical support. Served as a call center Customer Representative, completing the initial disaster assistance registration procedure: processing a variety of claims or request for disaster assistance; and/or providing various types of information regarding available programs to people applying for disaster assistance by telephone after a Presidential-declared disaster.

Served as the primary point of contact for persons inquiring about disaster assistance by telephone.

Conducted telephone interviews with disaster survivors who have been affected by a declared disaster.

Assisted applicants by telephone and providing instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies, as appropriate.

Provided information and explanations of Housing Assistance, Other Needs Assistance Grants, and other programs to applicants.

Conducted verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants, in order to gather and disseminate information.

Processed applicant cases, re-certifications, audits, and recoups and lodging reimbursement from disaster assistance applicants.

Performed Document Validation on funeral documents

Morgan Business Consultants ‘MBC”, PAX Feb 2020-Current

Deputy Configuration Management / Data Management Support

Department of Defense Contract Supporting NAVAIR PMA-208

Provide direct programmatic support to the Aerial Target and Decoy (PMA-208) Program Office, Patuxent River Naval Air Station, Patuxent River, MD for all associated program requirements, strategy plans, initiatives, and alternatives. Assist in the formulation of programmatic documentation such as contracts, procurement initiation documents (PID), Statements of Work (SOW), Acquisition Plans (AP), verification of contract deliverables (CDRL, IDE) development and implementation of Configuration and Data Management procedures to include, but not limited to, development and implementation of Data Requirements Review Board (DRRB), Configuration Control Board (CCB), Engineering Change Requests (ECR) and Engineering Change Proposals (ECP). Develop and update program team work plans and provides Data Management support. Provide support for data calls, briefing materials, scheduling and team requirements.

SAIC (Formerly Engility) Lexington Park, MD October 2018-Feb 2020

Configuration Management Analyst/ Data Management Support

Department of Defense Contract Supporting NAVAIR PMA-234; Next Generation Jammer-MB

(SECRET CLEARANCE))

Support NAVAIR PMA-234 Program Office during the EMD Phase as follow:

Manage over 200+ CDRL’s for the Mid-Band contract

Developed Joint Configuration Change Board (JCCB) process for PMA-234 to assist in Request For Variance (RFV) organization efforts

Track all changes and updates for RFV for proper storage to prepare for ECP phase

Coordinate and execute all JCCB’s on behalf of, PMA-234 Next Generation Jammer, Mid-Band (NGJ-MB)

Track all Action items and ensure that they are completed

Developed RFV Tool with SharePoint Developer to track the process from start to finish

Work with SharePoint Administrator to developed a flow for Request for Variance (RFV) process repositories

Develop and maintain tracking system for all RFV and JCCB related task

Presented new and updated JCCB process to IPTL’s, PM’s and Level 1’s within the PMA-234 MB sector

Develop a Process for all Material Review Boards(MRB)

Track the MRB Process and maintain repository in SharePoint for proper recordkeeping

Document and track all Action items as it pertains to JCCB

Assist contracts with solution on how to process RFV’s through DD250 process

Retrieving electronic data submittals from Raytheon in order to develop process CDRL’s

Providing weekly inputs to Raytheon Quad Charts, to support weekly meetings

Provide program management and analytical support

Data collection, metrics, and analysis

Review 1423’s in conjunction with datasets, to ensure contractor is following requirements

Check markings, admin errors and adjudicate comments on all incoming CDRL’s

Create a workflow in the CDRL tool to start workflow for all new CDRL’s for NGJ-MB

Assist with, updating, and maintaining SOP’s

Preparing meeting minutes, briefings, and other required reports

Developing and maintaining action item databases

Coordinating and facilitating meetings and training sessions

Provide CDRL and contract documentation scheduling, tracking, receipt, distribution and coordination

Ensure all deliverables are delivered signed and delivered to contractor, according to 1423

Deliver all final letters to contractor

American Systems. Chantilly, VA June 2017-Oct 2018

MRG Data Manager

Department of Defense Contract Supporting PMS-400D; DDG51 AEGIS DESTROYER CLASS SHIPBUILDING PROGRAM (Washington Navy Yard)

(SECRET CLEARANCE))

Support the Navy PMS-400D Program Office as follow:

Collecting, archiving, and real-time/initial evaluation of shipyard production metrics.

Review Data Management plan to ensure letters and deliverables meet program requirements before being processed

Retrieving electronic data submittals from Shipbuilder IDE and other web-based data sites.

Providing quarterly input for SPRs and AFEB for DM Tasks

Provide program management and analytical support

Data collection, metrics, and analysis

Perform 1423’s downloads

Managed over 200 CDRL’s for the Main Reduction Gear Contract

Performed Quality Assurance for over 400+ CDRL’s for the Shipbuilder Contract

Performed Quality Assurance checks for over 100 CDRL’s for the Follow Yard Services “FYS” and Lead Yard Services “LYL” contract.

Provide monthly report for workflow management

Developing, updating, and maintaining SOP’s and DM Transition Documentations

Preparing meeting minutes, briefings, and other required reports

Developing and maintaining action item databases

Coordinating and facilitating meetings and training sessions

Provide CDRL and contract documentation scheduling, tracking, receipt, distribution and coordination

Ensure all deliverables are delivered to government customer in timely fashion

Developed Training manual to assist with on-boarding and ne-hire training

Ensure excellent recordkeeping in accordance with DOD specs/ requirements

Perform status updates on bi-weekly conference calls

Utilizing CM / DM Database to track, store, and status all changes, ECPs, CSE ECPs, CDRLs, DIDs, MSCRs, RNs, Drawings, PPDs, Serial Letters, Work Specifications, Technical Manuals, and other technical and contract related documents

Update DRL system to reflect changes in; Status, scheduled comments, and CDRL dispositions

Preform Quality Assurance on all MRG/ FYS/LYS AND Shipbuilder CDRLS, prior to delivery

Perform updates and Testimonies when necessary

Amtis Inc. Landover, Maryland 2016

Records Management Specialist

Supporting Food and Drug Administration

(PUBLIC TRUST CLEARANCE)

Review records retention schedules governmental recordkeeping requirements to define timetables for transferring active records to inactive or archival storage, for reducing paper records to micrographic form, or for destroying obsolete or unnecessary records

Examine and evaluates records-management systems to develop new or improve existing methods for efficient handling, protecting, and disposing of business records information

Confer with clerical and supervisory personnel to gather suggestions for improvements to detect records-management problems

Track, analyze, and report to program management on deliverables and or changes to CDRLs.

Evaluate findings and recommends changes or modifications in procedures, utilizing knowledge of functions of operating units, coding systems filing methods

Assist in process of getting Medical Devices/ and or Procedures cleared per FDA standards

Submit application into ECOPY loader system, to evaluate applications and approve/ and or deny before reaching Reviewer level in accordance with FDA ECOPY guidelines

Plan, integrate, and manage life cycle regulatory document operations involving document processing in high volume automated and manual operations and scientific data abstraction operations

Monitor staff performance and assist with quality control and training

Experience in working with the General Records Disposition Schedule, including its application across offices and coordination of policy changes through the National Archives and Records Administration (NARA)

Used daily knowledge of the interpretation. confidentiality and implementation of FDA 21 CFR PARTS 20 and 812.38 5015.2 requirements for electronic recordkeeping management systems

MYEYEDR McLean, Virginia June 2014 – June 2016

Communications Center Rep “Call Center” (Records)

Answer calls in a fast-paced Optometrist Communication Center, for over 150 offices over the United States. Effectively maximizing service, while minimizing call overflow.

Effectively answer the telephone, schedule patient appointments to company standards by utilizing resource scheduling

Transcribe message left on corporate voice-mail in order to return calls within 24 hours

Obtain and verify insurance eligibility for all applicable patients.

Audit and edit insurance claims through Enterprise for submission

Use doctors’ schedules effectively, to ensure resource scheduling appointments

Facilitating and rescheduling no shows appointments

Communicating the use of the online history form to new and existing patients.

Enter patient’s demographic and insurance information into POS software program

Design spreadsheets for CEO, to highlight competitors for new office openings.

Created correspondence to assist call flow and consistency for all Communication Centers Reps. (VA, NC, GA)

Resolve Customer Service and billing issues in a timely fashion

Perform follow up calls

Using great customer service skills to communicate with patients via phone

Follow and Abide by all HIPAA Policies

Concealed medical information and documents to ensure that patients’ privacy was not compromised

Utilize Company Portal to interact and resolve issues with patients via email/and or fax.

Respond to patients Internet Request within 24 hours

Corresponding with patients and scheduling needs through email only

Using excellent grammar and tone when replying to patients through email

Utilizing resources to ensure that patients emails are answered in 1-2 emails, in order to

assist other patients in a timely fashion

Obtain and verify insurance eligibility for all applicable patients.

Audit and edit insurance claims through Enterprise for submission to Home Office.

Resource scheduling appointments correctly.

Facilitating and rescheduling no shows appointments

Assist Patients with completing all paperwork

Enter patient’s demographic and insurance information into POS software program.

Confirm all patients’ appointments, for the following day, by 12:00 pm. on the preceding

day.

Pull charts for all former patients scheduled for the following day.

Confirm that all contact lenses have arrived for Recheck\Pick-Up Appointments.

Check patients out through POS

Ensure that patient has been made aware of all promotions and offers

Prepare invoices and packing slips to prepare for delivery to Home Office.

Close & balance POS software program at day end, completing daily deposit, ensuring that it

Properly balances

Fax daily sales summary report to Home Office on a daily deposit form prior to 12:00 pm.

Hanna Andersson McLean, Virginia October 2009 - August 2014

Assistant Manager/Regional Trainer

Work with 11-15 sales professionals covering the State of Northern VA responsible for more than 2000 current customer’s satisfaction, and developing more daily

Traveled to different locations in our Region to assist with training new Associates and Management Team Members

Support sales in product knowledge and sales techniques, In order to keep existing clients, but also attract new clients to the product.

Quickly and effectively solve customer challenges, with the customer's best interest always first (1st).

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Work diligently with Senior Management to, Create Mock Schedules to request specific payroll needs for different time of the year.

Religiously outline, and conduct Store Meetings to keep morale and understanding within the team.

Effectively utilize, and manage payroll daily to ensure we are staying in company budget

Used ADP Portal to Screen, Recruit, Hire, and train new employees

Coordinate with local charities in the area to conduct and organize events in our area to promote product and help our local public.

Clear Verified ID Arlington, Virginia June 2007 - June 2009

Biometric Specialist/CSR

Security/Confidentiality- Validated airline documents, verify CLEAR member’s traveler

identity and documented security protocol.

Performed as an airport concierge and delivered a great experience for all airport customers

Actively engaged travelers (In the middle of a busy airport) about the benefits of joining the

Registered Travelers program, and enrolled new clients I the program

Enrolled clients on kiosk machine, by encrypting biometric features and placing them in the

system for Homeland Security for approval.

Collected all sorts of billing and payments at time of enrollment.

Utilize MAFIS Systems for Secure Background Check

EDUCATION / TRAINING

Crosland High School Temple Hills, Maryland

General Diploma, GPA 3.5

Honors:

oHonor Roll

oEntrepreneurship Course/ Certification

oMS Office Suite Certified

Gibbs College Vienna, Virginia

Business Administration, GPA 3.9

Honors:

oDean's List

oHonor Roll

Prince George's Community College Largo, Maryland

NAVSEA Acquisition Data Management Workshop, Washington, DC

Procuring Data, CDRLs, and Reviewing Data Deliverables, PAX River, MD

SKILLS

oHighly personable Customer Service Professional, with over 7 years of experience in Administrative duties, Customer Service, Data Management, Management, and some Records Management experience, in both Private and Government Sectors

oPossess solid computer skills. Working knowledge of: RMS Manager Systems, POS Systems, Microsoft Suite, ADP Payroll and HR Systems, Intranet Navigation skills, Web Payroll Fast Payroll Systems, MSRP, PMS-ES, AMARDEC.

oAbility to train, motivates, and supervises employees

oA team player acknowledged as “Total Quality Customer Service Professional, whom always want to satisfy the customer.

oDevelop plan, conduct audits and variance analysis, process payroll and actively update matrix to utilize payroll effectively while scheduling employees and maintain/update accurate inventories.

References are available upon request

Contact this candidate