Customer Service Manager Operations
Resume:
Dolliene M. Luka- Dale
** *********** ****, ******** ** 78382
*********@*****.***
210-***-**** Mobile
EDUCATION
Associate of Science in Psychology
August 2009- 2012
Northeast Lakeview College, Universal City TX
Associate Applied Sciences Paralegal Studies
February 2002-November2003
Kaplan College/Texas Careers, San Antonio TX
The Associate in Applied Science (AAS) in Paralegal program is designed to provide students with training required for employment as a paralegal. The program covers foundations and types of law including business, family, criminal, real estate, estate planning, and tort law in addition to fundamentals of litigation. Courses focus on paralegal responsibilities in the various areas of law practice, including the development of effective written and oral communication skills, critical thinking skills, computer proficiency, legal research techniques, and Document and contract preparation. Legal theory and ethics are integrated throughout the program. The program includes both a Certificate of Completion in Paralegal and an Associate in Applied Science in Paralegal. The total amount of credits required for this program is 64.
Associate of Applied Science
Technology/Business Administration
September 1998-October 1999
Hallmark Institute of Technology, San Antonio TX
The Associate of Applied Science in Business Administration program provides the knowledge, technical skills, and work habits to pursue positions in a variety of business fields. The curriculum is designed to provide a solid foundation in management and helps you develop teamwork and leadership skills as well as the ability to motivate people and communicate effectively. Decision-making and problem- solving skills are also emphasized. The program consists of a minimum of 90 quarter credit hours.
Employment
January 2017-December 2021
Agency for Healthcare Quality and Research / Westat
Field Interviewer, South Texas Region
Contracted by the Agency for Healthcare Quality and Research and the Centers for Disease Control and Prevention, Field Interviewers conduct in person interviews with adult members of pre-selected households. Interviewers are responsible for contacting these households by phone and/or in person to gain cooperation, set appointments and conduct interviews regarding Healthcare Cost, Quality, and Usage in the United States, using a Company Provided laptop computer. Interviewers report regularly to a Field Supervisor, complete and submit Administrative paperwork, and comply with Data Security and confidentiality requirements
Principal duties & Responsibilities
Works case Assignments:
Follows Medical Research Study Protocol and Procedures
Accepts responsibility for managing case assignments and works cases consistently and conscientiously
Meets production/assignment goals
Locates, travels to, and contacts sampled households
Records complete and informative electronic records of calls and visits for each respondent contact
Meets weekly by phone with Supervisor prepared with cases on hand and is receptive to coaching/feedback.
Reports any problems that arise promptly
Responds to all emails and phone calls from Supervisors, home office and respondents in a timely manner.
Collects all materials associated with the interview including signed authorization forms and Supplemental paperwork
Receives and distributes Respondent incentive monies both cash and check and maintains incentive documentation logs.
Submits and Transmits data and materials when required.
Transfers cases and materials when required.
Maintains Data Confidentiality
Meets Quality Control standards and validates all work.
Completes other Administrative duties:
Enters accurate records for time, mileage, and expenses and submits these as required.
Completes and submits all work accurately and completely as required
Follows study procedures for using Fed Ex to mail, track, and receive case materials and/or laptops.
Adheres to Study security procedures in handling project laptops, Incentive checks, and all respondent personal and identifiable materials.
Maintains an Appropriate work style:
Cooperates with Supervisor
Is responsive to corrective feedback
Communicates appropriately and effectively with Respondents
Is dependable and flexible
Is consistent and organized
Displays professional appearance and demeanor
February 2016- December 2016
Virtual, Customer Service/Sales Associate, Harris Connect LLC, San Antonio Texas
Provide Incoming Customer service for private publishing company, specializing in Club Books, Year Books and Directories, using company provided equipment.
Place orders for customers
Collect biography information and Media (ie: photos) for publishing
Provide shipping Information
Collect payments on orders
Issue refunds as needed
Provide outgoing sales calls utilizing pre- existing leads during off peak call times
Attend sales and training meeting at The home office as required
Meet daily performance goals.
February 2015- March 2016
Data Collector, Retail Data Inc., South Texas Region
Using company provided handheld data collection device travel to various assigned retail stores and collect and record unique product codes, accurately enter prices, and appropriate attributes based on individual client collection criteria.
Download Lists required for collection based on the type of data collection equipment and audit type requested.
Transmits Data collected daily with accurate work date, In store time, and drive time.
Utilizes Web Based Field portal to check work schedule and verify successful transmissions.
Responsible for assisting on any job assigned, including but not limited to: undirected Category checks, full books, directed item lists, lapel checks, and CPG and PSV checks.
Responsible for the timely taking and passing of the Data Collector certification tests in order to be eligible for continued employment.
Skills
•Computer literate (Microsoft office, Google Suite, QuickBooks, Salesforce as well as several others. I can successfully master any required software with training.
•Interpersonal and Professional written and verbal communication skills
•Customer Service (10+ years in private and government sectors, experience in call center, email, chat, Inbound, outbound, Quality Assurance, Escalations, product tech support)
•Bookkeeping, (A/P, A/R, payroll, tax preparation, budgeting and bank reconciliation .
•Office Admin/Management
•Document and contract preparation
•Legal research and intake
•Human resources
•Collections
•Insurance auto/home/ health servicing
•Notary public
•Sales
•Demonstration
•Merchandising and Marketing
PROFESSIONAL REFERENCES
Tamia Walker
Field Interviewer/Insurance Broker
Westat/Medicare
Lubbock Texas
Stefanie Rogers
Epilepsy Foundation of South and Central Texas
R/N,
Corpus Christi, Texas
Brenda Stewart
Assistant Manager Operations, GRP Dealership Inventory Services
Texas/ Louisiana
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