Data Entry Customer Service

Work Experience

Inktel Contact Center Solutions – Customer Service Specialist for a Federal

Assistance Program

Sept. 2021 – Dec. 2021, Remote Position, Virtual Call Center (Federal Covid 19 Rental Assistance Program for those facing eviction or housing instability directly resulting from loss of income due to the pandemic.)

• Assisted 65+ callers per shift.

• Maintained accurate and thorough account information and call notes.

• Consistently exercised reactive listening skills to ascertain important issue/account details throughout the duration of each call, to provide optimal results and/or issue resolution in a professional and caring, but time conserving manner.

• Utilized de-escalation techniques allowing me to connect with emotionally charged callers on a personal level by finding a common ground. Empathized with their current frustrations or hardships. I acknowledged their feelings or fears with compassion and understanding. I assured them any unresolved issue remaining after my review and troubleshooting process would be thoroughly detailed, notated in their account, and submitted to a supervisor for resolution.

• Methodically reviewed applications to ensure accuracy, legibility, current status and validity, of all required information and documentation. Reached out to any applicant who had not submitted all the required documentation and or who had uploaded documentation that was outdated, expired, or otherwise irrelevant or unacceptable, to inform them we could not continue processing their application until these things were corrected.

• Submitted meticulously and thoroughly detailed escalation forms and supporting information or documentation on all suspicious, inconsistent, contradictory, fabricated, falsified, or any other red flags indicating a possibly fraudulent application submission.

• Talked callers through technical issues they were experiencing with the program’s website or portal. Submitted information to have their username/passwords reset due to inability to access their online portal.

• Assisted callers with online application completion, submission, document upload via scanner or by using the camera of their IOS device to convert document photos to PDF files.

• Initiated the tracking process for assistance funds were never received, updated and/or corrected typographical errors in applicant contact and mailing information to ensure proper delivery of mailed correspondence

(910) 967 - 0400

**********@*****.***

1889 Rocky Run Road

Jacksonville, NC 28546

BRANDY DENNETT

Self-motivated remote or onsite worker, with many years of customer service, administration and management experience! Extensive training in de-escalation and empathic soft skills, who is looking for a full-time opportunity.

• Collected, reviewed, verified each caller’s identity before discussing any account information. Provided security of diligently safeguarded all SPI documents and information; while ensuring said information and documentation was complete, legible, current, valid, correct, and reflected the applicant’s true identification information. All Trades – Office Manager

2019 – 2020 Jacksonville, NC

• Writing individualized, job-specific contracts, allowance sheets, and invoices

• Organizing customer information, customer related data entry, and record keeping

• Proficient use of Microsoft Word, Excel, Access, Outlook, PowerPoint, and Publisher

• Proficient use of Adobe Acrobat

• Job Specific, onsite note keeping, and dictation

• Creating advertisements and maintaining social media accounts for business

• Payroll record keeping, receipt and invoice organization, and data entry Onslow County Sheriff’s Office – Detention Officer 2012 – 2014 Jacksonville, NC

• Processed and booked people who were arrested. Helped maintain the safety of others while interacting with inmates. Oversaw 28 inmates at once

• Conducted block checks

• Maintained accurate logbooks and made data entries

• Trained new officers

Special Achievements while employed with OCSO

• First woman on the Special Response Team for the Onslow County Jail

• Awarded ‘Jailer of the Quarter’

Pantheon Real Estate Services – Office Manager/ Assistant property Manager 2007 – 2011 Benson, NC

• Tenant relations

• Lease research and review, accounts payable and receivable

• Issuance of maintenance orders while ensuring quality repairs and maintenance

• Created and maintained a preferred vendors list

• Maintained filing system

• Collected past-due rents, including severely delinquent rents totaling over $50,000 within a 12-month span for which I received recognition and enjoyed a generous yearend bonus.

• Data entry of client SPI, financial information, invoice details, maintenance requests, tax information, leasing information, property owner information, mortgage information, etc…

• Maintained accurate logs of all tenant issues

Lonestar – Waitstaff/management

1998 – 2002 Raleigh, NC

• Performed customer service to ensure customers ordered, obtained ordered items and had a satisfactory restaurant experience

• Helped resolved problems that arose while simultaneously tending multiple tables and supervising multiple staff members

• Managed the front end of the restaurant, including memorizing special orders, managing waitstaff and seating arrangements

• Assisted customers when and if junior waitstaff were unable to provide necessary assistance

• Ensuring the front of the restaurant was clean, maintained, stocked, and operating smoothly Gaps in employment are due to being a stay-at-home mother Education

Coastal Carolina Community College – High School Equivalency/GED Coastal Carolina Community College – Medical Billing and Coding Specialist 2013 – 2013

Johnston Community College – Real Estate Brokerage License 2008 – 2008

Coastal Carolina Community College – Detention Office Certification Course 2012 – 2012

• Pepper spray training

• Shift-work detention officer

• Career survival – social/digital

• Leadership and mentoring

• AHA CPR (American Heart Association recommended method for Cardiopulmonary Resuscitation)

• De-escalation training – focusing on de-escalation techniques for persons and group situations exhibiting elevated or emotionally charged tension build such as attention diversion, encouraging self-regulation, healthy calming strategies of emotionally upset individuals, facilitating effective communications, and utilizing calming voice level and tone, empathetic and reactive listening, and words that help to effect a change in elevated emotional levels.

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