Call Center Data Entry

Graciela Varela

*** ******** **., ** ****, TX, **912 915-***-**** ***.******@*****.***

Objective

To support the supervisor and management team with problem-solving skills, effective teamwork, and respect for deadlines while providing administrative talent with a goal of improving customer satisfaction and growing with the company.

Education

MBA FINANCE 2021 PARK UNIVERSITY AT EL PASO TX

BUSINESS MANAGEMENT 2004 UNIVERSITY OF PHOENIX AT SANTA TERESA NM

Skills & Abilities

Detail oriented with strong skills in communications, organization, forecasting, analysis, training, scheduling and developing employee’s performance. Proficient in the use of Microsoft Office Suit (including Word, Excel, Powerpoint) Microsoft Office Outlook, Avaya, CMS Supervisor, Nice, Total View IEX, MYQ, CAPS, OnDemand, Client Central, DisCo, and Softphone. Proficient in English and Spanish.

Experience

OPERATIONS ADMIN SPECIALIST RANDSTAND/CHARLES SCHWAB 2021 – PRESENT

Assess and resolved clients issues that relate to wires transfers.

Verified data prior to depositing

maintain high data accuracy.

Used critical thinking to break down problems, evaluate solutions

Worked with customers to advise of any additional information needed on wires and provide excellent service.

Quickly learned new skills and applied them to daily tasks, improve efficiency and productivity.

Data Entry of International and Domestic wires.

Worked collaboratively and effectively with others in a fast pace environment

Process wires

TAX PREPARE I JACKSON HEWITT 2019 – 2020

Setting up meetings with clients.

Advising clients about the tax preparation process.

Preparing and submitting tax returns for clients.

Securing repeat business and expanding the client base.

Analyzing tax data submitted by the client to maximized the outcome for the client.

Basic accounting skills

reviews daily cash, prepares and processes intercompany bank transfers, verifies transactions and compiles data.

AT&T 1995 – 2017

OPERATIONS SPECIALIST

Monitored, maintained & tracked real time call volume to ensure the Call Center runs efficiently and as smoothly as possible.

Review forecasted volume and available staff ensuring that the staff are scheduled in the most efficient manner.

Responsible for intraday daily demands, monitoring real-time and adjusting staff resources to meet inbound demands.

Reviews call traffic across multi-site model for maximum efficiency to stabilize queues.

Monitored schedule adherence, variance, and reports daily traffic volumes, headcount analysis and real time performance.

Scheduled staff monthly training without impacting Call Center utilization.

Maintained accurate records of all training scheduled to 100+ employees.

ADMINISTRATIVE ASSISTANT

Organized quarterly events for 100+ employees.

Created and maintained a monthly calendar to maintain and organize future events

Organized and file employee’s appraisals.

Dealt with travel arrangements for center manager, coaches and union representatives to ensure travel was to their satisfaction.

Reviewed P-card and expense reports, including review of all forms submitted through CAPS for accuracy and proper documentation, verifying cash advances are reported timely, all reports follow company policy, and address related issues.

Process credit card payments utilizing CAPS system

Prepared and Analyze daily reports for Crift, AHT and talk time to ensure centers goals met.

Tracked and signed for all deliveries

Prepare billing adjustment report daily, weekly and monthly to keep track of all adjustment charged to the center.

Maintained a monthly budget for the call center.

Maintained appointment calendar for center manager.

OPERATIONS ASSISTANT MANAGER

Managed the day to day department operations

Evaluated employee’s performance

Monitor and managed operational cost

Interpreted and applied company policies and procedures

Constant communication with the FMLA office

Constant communication with the legal department

Responsible for explaining employee benefit such as vacations, health, dental, vision

Managed 12 employees

PAYROLL

Generated associate’s schedules utilizing Total View with minimal to no seniority violations.

Review schedule requirements at the weekly, daily & intraday levels.

Maintained payroll information by calculating, collecting and entering data.

Researched and resolved time discrepancies.

Participated in problem solving and projects within the payroll department

Maintained employee confidence and protected payroll operations by keeping information confidential.

Review payroll verified hours worked, overtime, time in and time out throughout the day.

Independently maintained 100% accuracy in transferring correct data from payroll spreadsheets into CMS Supervisor system.

Process vacation selection for employees and maintained the record of vacations taken throughout the year.

Audit payroll information for accuracy.

Create and maintained the associate seniority list.

ACCOUNT REPRESENTATIVE

Assisted customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections.

Maintained inbound calls to under 700 seconds

Adhered to schedule

Maintained knowledge of all new promotions to better assist the customer

Answered all incoming calls and treated every customer with respect.

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