Sara Irwin

***** ********* *****

Chester, VA ***36

adt80m@r.postjobfree.com

240-***-****

Authorized to work in the US for any employer Work Experience

Customer Service Representative

Everise, 13011 McCallen Pass, Bldg. A Suite 210, Austin, TX, 512-***-****, August 2021 to June 2022

Completed upskill training for level two. Provided outstanding service as the primary point of contact for customers regarding products and services related to client programs. Provided callers with thorough service that builds relationships, resolved issues, and increased overall trust and satisfaction in clients’ products and services. Provided member services for Humana insurance. Answered questions on the member's plan. Utilized customer service skills, patience, understanding and compassion to answer inbound phone calls from clients' members. Provided answers to questions related to members' healthcare benefits. Thoroughly and efficiently gathered customer information, assessed and fulfilled customer needs and educated customers regarding products and services. Professionally handled a high volume of incoming calls. Able to utilize and navigate multiple systems simultaneously. Resolved customer issues via one call resolution guidelines and/or escalated process. Evaluated and identified opportunities to drive process improvements that positively impacted the client and their customers. Ability to accept and embrace changes within the current business environment. Responsible for call compiling and documenting customer information as required. Ability to identify customer needs and clearly articulated products and services.

Customer Service Representative (CSR) (Virtual Call Center), TTEC, Inc. (Bank of America), 9197 South Peoria Street, Englewood, CO, 303-***-****, February 2020 to March 2021

Answered inbound calls from customers in regards to their unemployment benefits account with Bank of America. Updated customer's address, phone number, and identifying questions once the customer was authenticated. Entered notes in regards to what was performed while on a call with the customer in order for the next CSR to know what action was taken on call. Provided customers with any necessary information they would need in order to contact the unemployment office to help get their benefits. Performed conflict resolution. Used ability to multi-task, clear communication, computer knowledge & data entry, effective listening, customer empathy, positive attitude, and problem-solving skills. Skills improved: time management, being flexible, and attention to detail.

Customer Service Representative (Virtual Call Center), Arise Virtual Solutions (Intuit Proseries Tax), 3450 Lakeside Drive, Miramar, FL, 954-***-****, October 2019 to February 2020

Provided technical and tax support for small to very large CPA firms, who do personal taxes for their clients. Interacted with Proseries customers via the phone and responded to customer service questions. Researched, analyzed, and determined an appropriate course of action for Proseries customers' issues. Recommended additional services and add-ons. Be a positive representative for Intuit. Take a caring and empathetic approach to customer interactions. Able to explain how to use the Proseries software product accurately and efficiently. Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve inquires.

Customer Service Representative, TTEC (Blue Cross Blue Shield and CVS campaigns), Englewood, CO September 2018 to May 2019

Answered inbound calls from customers. Checked account for prescriptions able to be ordered and placed order for the customer. Informed customers of shipment and tracking number or if they need to call their physician. Checked customer's insurance allowances for prescriptions to allow customers to decide whether or not they wanted to purchase and order prescriptions. Performed conflict resolution. Used ability to multi-task, clear communication, computer knowledge & data entry, effective listening, customer empathy, positive attitude, and problem-solving skills. Skills improved: time management, being flexible, and attention to detail.

Congressional Liaison Specialist, Office of the Deputy Assistant Secretary of the Army (Acquisitions, Logistics and Technology), 103 Army Pentagon, Room 2E532, Washington, DC, September 2009 to September 2010

Have extensive knowledge of the operations, rules, procedures, and organization of the U.S. Senate and the House of Representatives, as well as an excellent understanding of the legislative process. Have a wide-ranging knowledge base of Congressional and legislative affairs principles and methods to establish and maintain professional working relationships with Members of Congress (MOCs) and Congressional staff. Fully understands the Congressional oversight process and the need for such a process to be in place. Handles all matters that are subject of Congressional interest, inquiry, or investigation. Controls, receives, analyzes, evaluates, researches, and prepares official responses to written and telephonic requests from constituents, Congressional Committees, Members of Congress and their staff, Army leadership, and DoD officials. Coordinates actions with outside agencies, such as Office of General Counsel, Office of the Chief Legislative Liaison, and the Office of the Secretary of Defense (OSD) to ensure all Congressional issues affecting the organization are handled appropriately and expeditiously. Determines and reports to leadership the most accurate status of open inquiries. Reviews incoming correspondence from Congressional offices, determines if inquiry belongs to the organization, if so, tasks to the correct directorate for a response, and identifies internal suspense. Responsible for preparing the yearly Statement of Assurance Report that details the work completed by the organization during the fiscal year. Responsible for analyzing and tracking the National Defense Authorization Act hearings and preparing a crosswalk that represents the final outcome of each House and Senate subcommittee. Prepares presentations from vague ideas received from leadership and uses own knowledge of the subject matter to complete the task. Prepares the written and oral testimony ensuring the information included is relevant to the subject of the hearing. Researches answers to proposed hearing questions and contacts subject matter experts for additional guidance or information. Reviews Congressional briefing materials to ensure completeness, relevancy, and that they carry a consistent message that represents the organization's policies and mission. Identifies and defines major issues, reviews appropriate source material, and prepares briefing materials, such as report analysis, Executive Summaries, battle rhythm, sound bites, fact sheets, and information papers, prior to hearings. Periodically writes the draft article submission for the Deputy Assistant Secretary of the Army (Procurement). Receives Questions for the Record; collect relevant information, and correctly formats document for submission. Uses comprehensive subject matter knowledge to develop sources of information; identifies and analyzes pertinent issues, provides guidance and solicits information. Prepares speeches for a variety of audiences, graphic presentations with talking points, and strategic briefings for leadership, as well as senior military acquisition leaders. Edits written materials prepared by others for grammatical correctness, clarity, appropriate reading level, and consistency with regulations and style format requirements. Monitors committee hearings for relevant testimony from outside sources that are pertinent to the organization. Analyzes and compiles relevant information from testimony in a summary format and presents it to leadership for informational purposes. Determines priorities, establishes strategies, and manages assigned projects and tasks in direct support of leadership. Provides suggestions and guidance during meetings to help formulate new policies and operating procedures. Manages evaluations and analyses of metrics to ensure correct information is provided in presentations and at meetings. Provides guidance and resolutions to identified and defined problems. Upon request, represents leadership at meetings. Demonstrates excellent skills in using programs in the Microsoft Office Suite. Strong ability to use various databases to track assigned tasks, as well as create in-depth databases that can be used to track a multitude of information. Have strong skills in graphics arts. As part of my public affair duties, establishes initial contact with appropriate committee and subcommittee staff on current activities occurring on the Hill that are relevant to my organization. Attends program briefings, Congressional hearings, mark-ups, and other informational meetings to track legislation that affects the organization. Prepares an intra-office Congressional hearing calendar to keep leadership informed of the pertinent legislative activities occurring on the Hill.

Congressional Actions Coordinator, Office of the Chief of Legislative Liaison, 101 Army Pentagon, Room 3E700, Washington, DC, (703) 697–5503, March 2006 to September 2009

Analyzed written correspondence received from MOCs to determine the nature of the constituents' concerns. Input new congressional inquiries into the Headquarters, Department of the Army (HQDA) tracking system and tasked the appropriate commands to receive an accurate and timely response. Coordinated draft replies when necessary and prepared the final response for review and signature. Conducted substantive research and analysis of data gathered on issues that are sensitive and highly visible to the public. Provided thorough, well researched, factual, and coordinated official responses to written, telephonic, or personal inquiries from individual Soldiers, DoD, Department of the Army, Department of Veterans Affairs, MOCs, and legislative staffers ensuring all concerns were answered appropriately and within HQDA policies and regulations. Prepared draft responses to answer the inquiry and identified corrective actions that could be used to develop favorable reactions by MOCs. Monitored the status of pending cases and provided status updates to staffers until cases reached final resolution. Professionally interacted with senior leaders throughout OSD, the Joint Staff, and DoD. In the absence of the Team Chief, performed various duties including assigning casework to Action Officers, ensuring cases were assigned to appropriate commands for action, tracked the total number of cases received per day, assigned cases to the administrative clerk to scan and upload into the HQDA tracking system, answered telephone calls from staffers, and handled any other situations that arose. Demonstrated excellent leadership qualities by voluntarily accepting additional duties during periods when the office was undermanned. Served as the Freedom of Information Act officer.

Congressional Liaison Representative, U.S. Marine Corps, 3000 Marine Corps Pentagon, Washington, DC, May 2005 to February 2006

Provided liaison support to resolve Congressional inquiries. Analyzed and recommended procedures to improve Congressional special interest programs. Assisted Congressional offices regarding actions taken and responses obtained from tasked commands. Maintained suspense dates and monitored the status of actions in the tracking system. Reviewed and released responses to critical and time-sensitive actions. Identified, analyzed, developed, and reviewed responses to Congressional inquiries to resolve a variety of questions from constituents. Personally, responded to actions requiring immediate attention. Analyzed written and telephonic inquiries to identify relevant issues, research required, and sources of information and facts required for resolution of the inquiries. Developed correspondence for tasking to commands for information to develop a comprehensive reply for actions taken, actions anticipated, and current status. Analyzed Congressional policies, programs, procedures, and functions in order to be familiar with the overarching function of Congress. Reviewed newly issued policies and regulations, and information released by Congress and DoD to remain up-to-date on Congressional items that could affect the U.S. Marine Corps. Verbally advised and assisted Congressional staff members with the course of actions or options available to their constituents. Consolidated relevant information upon completion of the staffing process to form the complete package for signature. Composed, edited, and prepared correspondence on behalf of the Secretary of the Navy, Commandant of the Marine Corps, the Legislative Assistant, and the Deputy Legislative Assistant. Responded to telephonic and electronic mail requests for information and provided assistance in redirecting requests for information to the appropriate agencies when necessary. Achieved a high-level ability to communicate orally and in writing in order to interact with senior-level military officials and MOCs.

Administrative Support Assistant, U.S. Army Career and Alumni Program, 200 Stovall Street, Alexandria, VA, 800-***-****, October 2003 to April 2005

Responsible for the daily operation of the administrative duties for seven people in the office. Prepared temporary duty (TDY) orders and travel accommodations using the Defense Travel System. Tracked, prepared, and entered Time and Attendance for 7 office personnel. Maintained Director's calendar and informed him of all TDY and leave for office personnel. Maintained and updated a database of over 500 office suspenses. Obtained working knowledge of Army administrative regulations and procedures for technical writing purposes. Prepared, composed, reviewed, and edited general and technical correspondence for the Director's signature. Maintained and updated the office's table of distribution and allowances. Researched current and past year files for documentation pertaining to contracts and joint memos. Created multiple PowerPoint presentations. Assigned as Metro Card Control Officer and maintained and updated the monthly Metro Card Report. Interpreted, comprehended, and analyzed Well-Being documents to meet yearly suspense. Responsible for maintaining, updating, and preparing the Statement of Work for the Army Career and Alumni Program contract.

Legal Assistant, U.S. Air Force Legal Office, APO, AE 09725, July 2000 to May 2003

Assisted prosecution attorneys in courts-martial and prepared documents for court hearings. Researched case files via the internet, databases, and reference literature for courts-martial and other legal matters. Planned, arranged, and executed itineraries for VIPs. Planned, organized, and prioritized workload so assignments were completed on or before the required due date. Screened correspondence for proper format, typing, and grammatical accuracy. Designed presentations consisting of various data collected that emphasized strong points with spreadsheets and graphics. Performed various aspects of research, including planning, gathering facts, obtaining information, conducting analysis, and communicating results in written reports and oral presentations. Maintained, monitored, updated, and tracked due dates in an Excel database consisting of over 1,000 suspense entries. Established data collecting procedures for report preparation. Gathered information, such as statistics and other various data for the preparation and submission of reports. Wrote and edited reports, information papers, research analyses, and other informational materials that reported the functions of the office.

Clerk/Typist U.S. Navy Legal Office, PSC 1003, FPO AE 09728, January 2000 to June 2000, DSN 450-7900.

Answered the telephone, performed message trafficking duties, and made appointments for the legal staff. Screened calls to determine what tax form the individual would have to file, asked personal questions concerning information needed from caller in order to set appropriate appointment, and greeted customers at the Tax Center. Developed sign-in sheets for incoming tax filers so they were helped in the order of their arrival and appointment times.

Education

Master of Arts in Behavioral Medicine/Health Psychology

Northcentral University - Prescott, AZ

August 2001 to July 2005

Bachelor of Arts in Psychology

Thomas Edison State College - Trenton, NJ

August 2000 to March 2001

Skills

• Technical Writing

• Project Management

• DoD Experience

• Presentation Skills

• Documentation review

• Personal assistant experience

• Social media management

• Analysis skills

• Leadership

• Customer service

• Lean Six Sigma Greenbelt Certified

• Google Suite

• Analytics

• Quality Assurance

• Talent acquisition

• Active Directory

• Business Analysis

• Process Improvement

• Software Troubleshooting

• Microsoft SharePoint

• Writing skills

• Classroom experience

• English

• Microsoft Excel

• Windows

• Computer skills

• Microsoft Office

• Medical records

• Maintenance

Certifications and Licenses

Lean Six Sigma Green Belt

Assessments

Customer service — Proficient April 2022

Identifying and resolving common customer issues Full results: Proficient

Call center customer service — Proficient April 2022

Demonstrating customer service skills in a call center setting Full results: Proficient

Attention to detail — Proficient April 2022

Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Proficient

Administrative assistant/receptionist — Highly Proficient April 2022

Using basic scheduling and organizational skills in an office setting Full results: Highly Proficient

Project timeline management — Highly Proficient April 2022

Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient

Additional Information

Training and Certifications:

Army Leader Forum Mr. Peter L. Bergen and his views on his latest book, “The Longest War: The Enduring Conflict between America and Al-Qaeda.” - August 2011

DAU Course: Contracting for the Rest of Us – June 2011

Army Leader Forum: Interagency Relationships in an Era of Persistent Conflict – June 2011 Army AcqDemo Training – May 2011

OCLL Congressional Actions Control Officer Seminar – February 2011

The New Congress – February 2011

Lean Six Sigma Green Belt Certification - May 2008

Army Force Integration - April 2008

Action Officer Course - November 2006 Introduction to NSPS - October 2006

Intermediate Microsoft Access XP - February 2004

Database Creation for Access 2002 - January 2004

Defense Travel System Training - 2004 Introduction to Access XP - November 2003 Intermediate Microsoft Word - October 2003

Intermediate Microsoft Excel - October 2003

Intermediate Microsoft Outlook - October 2003

Security Manager - December 2002

Records Maintenance and Disposition Training - 2000, 2001, 2002

Workgroup Manager Training - 2000, 2001, 2002

Familiar with Trello, Slack, G suite, and Saas

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