Data Entry Customer Service
Resume:
VALERIE RANDOLPH
adt6l0@r.postjobfree.com 202-***-**** 1540 Sixth Street Northwest Washington, DC 20001 Experience
Federal Bureau of Investigation, FBI
(Contractor) - 8 Koi, Washington, DC
Operations Analyst
07/2022 - Current
• Answer incoming calls with a polite, professional, and knowledgeable demeanor, and use specific verification methods before taking messages and relaying them or transferring calls appropriately to FBI personnel manner.
• Competently unitize diplomacy, tact, and professional judgement to gain information and / or determine the validity of the phone calls to determine the necessary course of action.
• Operate terminals with multiple applications and functions within the TOC.
• Maintain confidentiality of privileged information including personal telephone numbers, room numbers, home addresses, movement and emergency information, and other pertinent data.
• Receive and place regular, special, and emergency local, long-distance, and international calls including to and from the Whitehouse, Congress and/or Cabinet members, and from the public at large for all levels of Bureau officials.
• Arrange and coordinate conference calls and ensure connection of all necessary participants with respect to differing time zones and locations.
• Efficiently maintain detailed logs of all the daily communications traffic, compiling daily statistics into monthly recapitulation reports as needed.
• Maintain the written Standard Operating Procedures (SOP) for the FBI Headquarters TOC.
• Assign daily EOC service tickets for follow up calls to gauge customer satisfaction on closed tickets.
• Maintain confidentiality of privileged information including personal telephone numbers, room numbers, home addresses, movement and emergency information, and other pertinent data.
• Receive and place regular, special, and emergency local, long-distance, and international calls including to and from the Whitehouse, Congress and/or Cabinet members, and from the public at large for all levels of Bureau officials.
• Arrange and coordinate conference calls and ensure connection of all necessary participants with respect to differing time zones and locations.
• Efficiently maintain detailed logs of all the daily communications traffic, compiling daily statistics into monthly recapitulation reports as needed.
• Maintain the written Standard Operation Procedures (SOP) for the FBI Headquarters TOC.
• Assign daily EOC service tickets for follow up calls to gauge customer satisfaction on closed tickets.
• Optimized communication between stakeholders to improve team effectiveness.
• Directed administrative and logistical support
DC Recovery Community Alliance -
DCRCA 03/2002 – June 2022
• Barrier and Interruptions
• Mental Health Assessment - meet with Psychiatrist to determine care.
• Computer Certification (MS) office
• Customer Service - Employment Specialist
• Research, mission - driven and focused
• Retuning Citizens - Reentry
• Life Skills
• Accurate Reporting abilities
Meet with men and women returning citizens from prison. Perform case management, recovery and employment, life skills support. We are contracted with Department of Health and Mental Health, also both men and women half-way house. Meet with clients for recovery also reconnecting with families. Work with DC Public schools as a tutor and adult literacy. Group and individual behaviors consensus meetings. All support given from Allied health professionals, i.e., social workers, case manager, social services, and medical centers. AREAS OF EXPERTISE
Data Entry Office Administration
Excellent Customer Service Mindfulness
Payroll Software
Education and Training
Almeda University Boise, ID
MBA in Business Administration and Management
12/2003
Robert Morris University Coraopolis, PA
Bachelor of Arts in Hospitality Administration and Management 05/1978
Top Secret Clearance Single Scope Background Investigation (SSBI) July 2022 Certified Recovery Substance 2020
Certificate of Evidence - Based Practices February 2020
Contact this candidate