Noncommissioned Officer Customer Support
Resume:
Daniel Aaron Crites
WACO, TX 767105
Email: adtdbs@r.postjobfree.com
First Party Contact Representative for over 2 years, with experience in BTSS Travel billing for the Department of Veteran Affairs. I was selected to be detailed to assist with VA backlog travel pay reimbursement for 7 months working on the VA’s Beneficiary Travel Self Service System, to help veterans receive overdue travel pay. I am currently working with Medical Care Cost Funding, insurance and third party billing issue for the VA. Member Of the pilot test group for the Cerner Millennium System .
Work Experience
Department of the Army, First Party Contact Representative
4800 Memorial Dr., Waco, TX 76711
11/2018 – PRESENT
Salary: $43,683 GS7S2
Job Title: Pharmacy Services Representative
Supervisor: Janie Galvan 254-***-****
RECEIVING CUSTOMER RELATED PHONE CALLS: Receive income calls, answer question, research, identify, resolve issues pertaining to Medical Care Cost Funding (MCCF) first party, insurance, and third party billing practices.
PROVIDES CUSTOMER SUPPORT: Responds to client’s questions and concerns, researches, identifies, and provides information and resolves issues related billing issues. Help resolve issue dealing with medical records and service connect issues. Responsible in delivering clear explanations to of the status of their medication profile. Knowledge and skill in use of computer applications to document/verify revenue activities, benefits; and eligibility in order to provide quality customer service.
PROVIDES ISSUE RESOLUTION: Provide information and resolve issues related to Veteran health care benefits, first and third party billing debt collections, pre-registration record updating record updates, eligibility requirements, and credits card payments. Receive telephone calls from and provide information to public about a variety of VA related non-VA benefits available to Veterans, their dependents, and beneficiaries.
RECORD AND DATA MANAGEMENT: Analyzes problems based on knowledge and insight into previously encountered problems or develop clarifying questions throughout the course of the call for more complex or previously encountered issues. Distinguish the primary issue from related or secondary issues in order to make the appropriate referral (s); determining appropriate actions for client account resolution. Knowledge of veteran medical record service-connected disabilities.
KNOWLEDGE VETERAN HEALTH BENEFITS: Working knowledge of veteran health benefits based on over 15 years of being actively involved in a personal veteran benefit account. Understand how to access personal medical records and ability to communicate effectively in person and in writing with the Veteran Health administration to answer questions and resolve personal account issues.
ADDITIONAL SKILLS: BTSS Certified. Worked for 4 months, assisting in special project helping
helping VA backlog travel claims.
Pharmacy Customer Care Representative. As a pharmacy representative, my duties included: receiving telephone calls from veterans, non-veterans, POA’s, ext., concerning routine/non-routine pharmacy/prescription-related issues and inquires. Provide. Comprehensive explanation of Pharmacy Customer Car process and benefits and the PCC provides. Process medication refills, process request for renewals, track status of proscriptions, provide education and appointment information.
Department of the Army, Pharmacy Services Representative
4800 Memorial Dr., Waco, TX 76711
11/2016 – PRESENT
Salary: $40,218 GS6S2
Job Title: Pharmacy Services Representative
Supervisor: Dorothy Gordon 254-***-****
RECEIVING CUSTOMER RELATED PHONE CALLS: I receive income call from veterans and spouses, who are placing their pharmacy refill and renewal orders. I provide information on the status of their prescriptions and help in the refill process.
PROVIDES CUSTOMER SUPPORT: Responds to client’s questions and concerns, researches, identifies and provides information and resolves issues related pharmacy issues. Responsible in delivering clear explanations to of the status of their medication profile. Knowledge and skill in use of computer applications to document/verify revenue activities, benefits, and eligibility in order to provide quality customer service.
PROVIDES ISSUE RESOLUTION: Analyzes problems based on knowledge and insight into previously encountered problems or develop clarifying questions throughout the course of the call for more complex or previously encountered issues. Distinguish the primary issue from related or secondary issues in order to make the appropriate referral (s); determining appropriate actions for client account resolution.
RECORD AND DATA MANAGEMENT: Help in maintaining record keeping and reviewing of medications supplied to veterans. Updates Veterans Master Records, Answers questions about medication,
KNOWLEDGE VETERAN HEALTH BENEFITS: Working knowledge of veteran health benefits based on over 15 years of being actively involved in a personal veteran benefit account. Understand how to access personal medical records and ability to communicate effectively in person and in writing with the Veteran Health administration to answer questions and resolve personal account issues.
Work Experience
Non-Appropriated Funds: Kings Field House
202 Custer Ave, Ft Riley, KS 66442
11/2017 – 12/2017 Salary: 10.08/hr. / Hours per week: 28-38
Job Title: Customer Service Representative
Supervisor:
RECEIVING CUSTOMER RELATED PHONE CALLS: Receives telephone calls from and providing information to the public about services available.
PROVIDES CUSTOMER SUPPORT: Responds to client’s questions and concerns, researches, identifies and provides information and resolves issues related to Gym and MWR related quetions. Responsible in delivering clear explanations to clients for filing service requests, monthly payment waivers and website administrative support. Knowledge and skill in use of computer applications to document/verify revenue activities, benefits, and eligibility in order to provide quality customer service.
PROVIDES ISSUE RESOLUTION: Analyzes problems based on knowledge and insight into previously encountered problems or develop clarifying questions throughout the course of the call for more complex or previously encountered issues. Distinguish the primary issue from related or secondary issues in order to make the appropriate referral (s); determining appropriate actions for client account resolution.
RECORD AND DATA MANAGEMENT: Developing referrals and documenting case activity; reviewing, updating and editing master record information contained in a computerized database. Detailed the process of filing a claim. Generated Payment History Reports in Microsoft Word; processed (entered, authorized, submitted and confirmed) electronic payments.
Wal-Mart: Electronics Sales Associate
101 Bluemont Ave, Manhattan, KS 66502
11/2016 – 09/2017
Salary: 10.5/hr. / Hours per week: 32
Job Title: Customer Service Representative
Supervisor:
RECEIVING CUSTOMER RELATED PHONE CALLS: Receives telephone calls from and providing information to the public about services available; generates telephone calls regarding customer support. Provides general information to the public.
PROVIDES CUSTOMER SUPPORT: Responds to client’s questions and concerns, researches, identifies and provides information and resolves issues related credit card payments. Responsible in delivering clear explanations to clients for filing service requests, monthly payment waivers and website administrative support. Knowledge and skill in use of computer applications to document/verify revenue activities, benefits, and eligibility in order to provide quality customer service.
PROVIDES ISSUE RESOLUTION: Analyzes problems based on knowledge and insight into previously encountered problems or develop clarifying questions throughout the course of the call for more complex or previously encountered issues. Distinguish the primary issue from related or secondary issues in order to make the appropriate referral (s); determining appropriate actions for client account resolution.
RECORD AND DATA MANAGEMENT: Developing referrals and documenting case activity; reviewing, updating and editing master record information contained in a computerized database. Detailed the process of filing a claim. Generated Payment History Reports in Microsoft Word; processed (entered, authorized, submitted and confirmed) electronic payments.
KNOWLEDGE VETERAN HEALTH BENEFITS: Working knowledge of veteran health benefits based on over 10 years of being actively involved in a personal veteran benefit account. Understand how to access personal medical records and ability to communicate effectively in person and in writing with the Veteran Health administration to answer questions and resolve personal account issues.
I spent a total of 19 years in the US Army. These years where split between the South Dakota National Guard, Army Reserve in South Dakota and the Active Duty for over 10 years. I held multiple Military Occupational Specialties (MOS). From a 13C: Tactical Automated Fire Control Systems Specialist, 13D: Automated Tactical Data Systems Specialist, 74C: Telecommunications Operator/Maintainer to a 92F: Petroleum Supply Specialist.
United States Army, Delta Company, 701st Transportation Battalion, 1st ID
BLDG 8365A Wells St, Ft Riley, KS 66442
Salary: 52,142.4 USD Per Year / Hours per week: 40+
Job Title: Petroleum Supply Specialist, Section Sergeant Non-Commission Officer in Charge
Supervisor: SSG Ford WTB / 913-***-**** / adtdbs@r.postjobfree.com
United States Army, Alpha Company, 323rd Transportation Battalion, Camp Casey 2nd ID
(The Unit has since been deactivated and moved to Camp Stanley and reflagged)
Salary: 55,742.4 USD Per Year / Hours per week: 40+
Job Title: Petroleum Supply Specialist, Section Sergeant Non-Commission Officer in Charge
Supervisor: SSG Ford, Brian Warrior Transition Battalion (WTB)/ 913-***-****/ adtdbs@r.postjobfree.com
RECEIVING AND SENDING CUSTOMER RELATED PHONE CALLS: Received fuel request and communicated with the clients (soldiers making the request for fuel). Gave daily briefings on petroleum supply status to management. Received fuel request. Communicated with the clients (soldiers making the request for fuel). Briefed on petroleum supply status to the higher echelons.
PROVIDES CUSTOMER SUPPORT: Communicated with clients to determine actual petroleum quantity needs of the client based on past use and mission op-tempo and then. Set up delivery of the petroleum product to their organizational site. Operated and maintained storage, dispensing, and distribution facilities and pipeline systems for petroleum, oils, and lubricants (POL). Received and dispensed bulk and packaged petroleum products.
PROVIDES ISSUE RESEARCH AND RESOLUTION: Experience in responding to questions regarding the amount of petroleum products required, researching, identifying and resolving issues with 98% accuracy. Operated and maintained storage, dispensing, and distribution facilities and pipeline systems for petroleum, oils, and lubricants (POL). Received and dispenses bulk and packaged petroleum products. Marked petroleum containers for proper identification; conducted safety inspections of storage facilities; performs basic preventive maintenance on POL storage and handling equipment.
RECORD AND DATA MANAGEMENT: Recorded the daily/monthly fuel expenditures. Briefed information to the battalion/brigade S-3 (supervisor)
PROVIDES CUSTOMER SUPPORT: Communicated with clients (soldiers requesting fuel), I would help determine actual petroleum quantity need. Set up timely and accurate delivery of the petroleum products.
MANAGEMENT: Supervised aircraft refueling ensures adherence with safety procedures maintaining inventory records of petroleum products, inspects petroleum storage sites, and maintained pipeline systems, and applied firefighting and fire prevention techniques.
United States Army, Echo Company, 3rd Battalion, 4th Infantry Division
Reflagged to 1st Armored Combat Aviation Brigade
11250 SSG Sims Street, Ft Bliss, El Paso, Texas 79916
Salary: 37,994.40 USD Per Year / Hours per week: 40+
Job Title: Petroleum Supply Specialist, Squad Leader Non-Commission Officer in Charge
Supervisor: SSG Gilroy Borros (Ret) 254-***-****) / adtdbs@r.postjobfree.com
RECEIVING AND SENDING CUSTOMER RELATED PHONE CALLS:
Apache and Blackhawk helicopters would radio in requests for fuel. I would receive the request and determine the appropriate amount of fuel needed, I would issue the order to my subordinates to transport the fuel to the aircraft and dispense the need fuel. I would take the fuel transports to the refueling stations to transport fuel during training operations and real world deployment situations.
PROVIDES CUSTOMER SUPPORT: I would communicate with clients (soldiers requesting fuel), I would help determine actual petroleum quantity needs and then, I would set up timely and accurate delivery of the petroleum products.
PROVIDES ISSUE RESEARCH AND RESOLUTION: Operates and maintains storage, dispensing, and distribution facilities and pipeline systems for petroleum, oils, and lubricants (POL). Received and dispenses bulk and packaged petroleum products. Performed necessary verification procedures. Analyzed problems based on knowledge and insight. Experience in responding to questions, researching, identifying and resolving issues. Analyzed problems based on knowledge and insight; determining most appropriate action or identifying alternatives in resolving issue(s).
RECORD AND DATA MANAGEMENT: Responsible for oversight of section computerized client account payment history reports. Reviews monthly the master records that contain detail authorization, submission, and conformation of electronic payments. Additionally, briefed Department leads on account activities and provides explanation to documented referrals. Maintained accurate and complete data on the company computer systems.
United States Army, Echo Company, 3rd Battalion, 4th Infantry Division
Reflagged to 1st Armored Combat Aviation Brigade
11250 SSG Sims Street, Ft Bliss, El Paso, Texas 79916
Salary: 37,994.40 USD Per Year / Hours per week: 40+
Job Title: Petroleum Supply Specialist, Squad Leader Non-Commission Officer in Charge
Supervisor: SSG Gilroy Borros (Ret) 254-***-****) / adtdbs@r.postjobfree.com
RECEIVING AND SENDING CUSTOMER RELATED PHONE CALLS:
Apache and Blackhawk helicopters would radio in requests for fuel. I would receive the request and determine the appropriate amount of fuel needed, I would issue the order to my subordinates to transport the fuel to the aircraft and dispense the need fuel. I would take the fuel transports to the refueling stations to transport fuel during training operations and real world deployment situations.
PROVIDES CUSTOMER SUPPORT: I would communicate with clients (soldiers requesting fuel), I would help determine actual petroleum quantity needs and then, I would set up timely and accurate delivery of the petroleum products.
PROVIDES ISSUE RESEARCH AND RESOLUTION: Operates and maintains storage, dispensing, and distribution facilities and pipeline systems for petroleum, oils, and lubricants (POL). Received and dispenses bulk and packaged petroleum products. Performed necessary verification procedures. Analyzed problems based on knowledge and insight. Experience in responding to questions, researching, identifying and resolving issues. Analyzed problems based on knowledge and insight; determining most appropriate action or identifying alternatives in resolving issue(s).
RECORD AND DATA MANAGEMENT: Responsible for oversight of section computerized client account payment history reports. Reviews monthly the master records that contain detail authorization, submission, and conformation of electronic payments. Additionally, briefed Department leads on account activities and provides explanation to documented referrals. Maintained accurate and complete data on the company computer systems.
Headquarters and Headquarter Battalion, 1st Battalion, 7th Brigade, 1st ID
Schweinfurt, Germany - Ledward barracks
Niederwerner STR
97421 Schweinfurt, Germany
Salary: 37,994.40 USD Per Year / Hours per week: 40+
Job Title: Tactical Automated Fire Control Systems Specialist
Supervisor:
Establishes, maintain and operates communications systems. Assists in preparation of computer center for operation and shutdown. Prepares field artillery tactical data systems for operation to include cabling installation and removal procedures, inputs initialization data and data base information to field artillery tactical data systems.
Maintain fire capabilities maps and charts. Operates and preform operator maintenance on field artillery tactical data systems equipment, section vehicles and generators associated with field artillery tactical data systems. Performs crew maintenance and participates in organizational maintenance of section equipment.
Assists field artillery tactical data systems noncommissioned officer in supervision of all fire control operations in multiple rocket system platoon fire direction center. Operates field artillery tactical data system at multiple launch rocket system battery and battalion cannon battalion and higher echelons.
Preforms computer center operations, including, establishing, control information communications with digital subscribers and data base initialization. Performs operator crew and organizational maintenance on section equipment.
RECORD AND DATA MANAGEMENT: Establishing, control information communications with digital subscribers and data base initialization.
Premier Bank Cards
3820 N Louise Ave, Sioux Falls, SD 57107
06/2006 – 08/2006
Salary: 9.5/hr / Hours per week: 40
Job Title: Phone Credit Card Collections
RECEIVING AND SENDING CUSTOMER RELATED PHONE CALLS:
I was responsible for the collection of past-due debt. I resolved complex customer issues while negotiating immediate or extended payment arrangements.
PROVIDES CUSTOMER SUPPORT: I provided limited debt concealing while trying to obtain past due owed payments.
PROVIDES ISSUE RESEARCH AND RESOLUTION: I helped the clients set up arrangements that met that could help the client meet their budget and company’s goals at the same time.
RECORD AND DATA MANAGEMENT: I maintained accurate and complete data on the company computer systems. I was also on a wired headset, multitasking.
Supervisor: Dave Bahr 605-***-****)
Okay to contact this Supervisor: Yes
Gateway (Formally Gateway 2000)
600 E 54th St N., Sioux Falls, SD 57104
May/1998 - Aug/1998
Salary: 10.5/hr. / Hours per week: 36
Job Title: Technical Support/Customer Care
RECEIVING AND SENDING CUSTOMER RELATED PHONE CALLS:
As a Technical Support Representative, Provide customer support and technical issue resolution via phone, email and other electronic medium. I helped configuration of customer software/equipment to connect to the internet, provided verbal support to customers in the use of sonic tools, Troubleshoot and advise on operations issues in customer computer systems, troubleshoot and resolve customers,’ Troubleshoot or advise on operations issues in customer computer systems.
RECORD AND DATA MANAGEMENT: I would access the client’s records to examine the client’s technical data, this would help me determine the best possible solutions to the client’s issues. I was required to keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer. I would then upload this data to “helpdesk” to further the data base for future resolutions. I maintained accurate and complete data on the company computer systems. I was also was on a wired headset, multitasking.
Supervisor: Mark Krake / Senior Technician
Okay to contact this Supervisor:
Education / Certifications
Dakota State University. 820 Washington Ave N., Madison, SD. 57042, United States
Bachelorette in Science
Major: General Studies 2021
South Dakota State University. 1175 Medary Ave, Brookings, SD. 57006, United States
Bachelorette in Science with minor in History
Major: Liberal Studies 2005
Wessington Springs High School 501 Dakota Ave, Wessington Springs, SD 57382 United States
High School Graduate, Diploma 05/1995
Job Related Training
Customer Service Course, Mayer Training and Consulting Inc. – Nov 2012
Noncommissioned Officer Academy COUNS – Jun 20103
References
Name Employer Title Phone/Email
SGM Shantae D. Gordon White House Communications 202-***-****
Agency adtdbs@r.postjobfree.com
SSG Gilroy Barros (Ret) NCOIC Eco. 3-4 AVN 254-***-**** Ft Hood, TX adtdbs@r.postjobfree.com
SSG Raphael Ayala (Ret) NCOIC Eco. 701stAVN 254-***-****
Ft Bliss, TX adtdbs@r.postjobfree.com
SGT Robert Lyons (Ret) Security Supervisor 521-***-**** Austin, TX adtdbs@r.postjobfree.com
Ceballos, Abraham Program Specialist (VA) 254-***-****
adtdbs@r.postjobfree.com Indicates professional reference
Additional Information
Attended Schools:
Customer Service Course, Mayer Training and Consulting Inc. – Training in sales and customer service for organizations to compete and win in today’s marketplace. Identifies course studies that deliver a unique and positive buying experience; Course had 5 separate lab studies that practiced behavior and situational scenario.
Noncommissioned Officer Academy - This course produces battle competent NCOs who are qualified sergeants in individual and collective training, and performers/teachers of leader values, attributes, skills, and actions. The course supports Training and Leader Development Guidance, Educational Theory, and Learning Environment; thereby producing a more competent and capable leader.
Army Basic Instructor Course - Instructor course imparts teaching and learning management skills to personnel who have already mastered the technical skills of their disciplines. It prepares them to integrate technology in the classroom and to apply the instructional systems development process to design, implement and evaluate curricula
Awards and Medals:
Army Commendation Medal (2) –1st Brigade Combat Team/ 1st Armor Division
Amy Achievement Medal (6) –
Eagle Scout - Spring of 1994
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