Customer Service/Data Entry Remote
Resume:
Summary of Qualification
** + years Customer Service, 15 + years Government Contract experience, 9 + years management experience
Proven Skills
-Professional Leadership -Sigma Six Yellow Belt -Proficient in Microsoft Office
-Training Experience - HIPAA certified - Help Desk Technical Support
Professional Experience
OMP Open Enrollment Supervisor
• Supervised 15 plus CSRs to ensure compliance, production, and quality goals for individual contract.
• Maintained and analyzed multiple databases to provide regular operation production reports.
• Familiarity with FAR and CAS requirements and federal procurement regulations
• Conducted 1 on 1 coaching sessions, delivered disciplinary actions and recommends termination.
CDC Remote Call Center Supervisor
• Monitors Remote Customer Service Representatives using established procedures.
• Maintains appropriate documentation for each team member and unit.
• Verifies accuracy of timecards against approved schedules.
• Ensured maintenance of all deliverable deadline and reports required by contractual obligations.
C-Sharp Census 2020 Supervisor
• Trained and Monitored CSRs on how to answer calls relating to technical support for the 2020 Census
• Help to establish scripted language data base for CSR assisting caller’s 2020 Census LMS website
• Responded to difficult callers or calls that requested assistance from a supervisor.
• Executed end life cycle duties as required for contract ramp down.
Kansas State Case Worker for DCF CSS
• Performed case analysis for inbound callers receiving child support services from the state of Kansas
• Maintained and analyzed multiple databases to provide regular operation production reports.
• Established effective relationships with various agencies in coordination with their case managers.
Work History
Maximus
General Dynamics April 2006 to Current
3833 Greenway Drive, Lawrence KS, 66044
785/838-2121
Education History
Missouri Southern State University June 1991 to December1994
Contact this candidate