L.Lolita Horn-Fletcher

**** ***** ***** ********, **********, VA 23321

Mobile: 757-***-****

OBJECTIVE

To serve in a customer contact position that will utilize my speaking and problem solving skills to satisfy the needs of the customer and promote organizational goals.

WORK EXPERIENCE OCHR Norfolk Operations Center 07/2007 - Present

Portsmouth, VA

Human Resources Technician (GS-0203-7)

As a Human Resources Tech, my responsibilities include providing timely and courteous response to requests from Federal agencies, the HROs and their employees, as well as, request from our internal customers (such as Supervisors, Specialists and Processors) responding with the necessary guidance. In addition, I Maintain rapport with customers, and developing positive work relationships as required. I review As and determine corrective actions for Quality Control Reports and update those reports as needed. Identifying trends and patterns to management when they occur. Sometimes I handle difficult calls, and other times I serve as a focal point for internal customers, as well as, external customers to resolve problems or coordinate special projects. I also process Mass Actions such as Realignments, Awards, Appraisals, and perform other duties as may be assigned. (Contact Supervisor: Yes, Supervisor's Name: Victoria Lenentine, Supervisor's Phone: 757- 396-7778)

Sam’s Club /Crossmark

Chesapeake, VA

04/2011 – Present

Event Specialist

I showcase featured products such as cleaning supplies, personal care items to consumers allowing them to sample or view the products. I also sample food and beverage items to customers who visit the store. This gives them the opportunity to taste a product before they buy it. (Contact Supervisor: Yes, Supervisor's Name: Ms. Terry Brown, Supervisor's Phone: 757-***-****.

DoorDash 08/2018 – 08/2022

San Francisco, CA

Driver

Made deliveries to individuals businesses in the surrounding community.

VA Health Administration Center 07/2004 – 07/2007

Denver, CO

Voucher Examiner (GS-0540-4/5/6 target 7)

Serves as a Voucher Examiner assigned to the Claims Processing Division of the Department of

Veterans Affairs, Health Administration Center. My position of both simple and complex claims to determine entitlement unauthorized medical, ancillary care and travel for the Program Veterans Affairs (CHAMPVA) beneficiaries in a program. I processed claims from hospitals, clinics, other vendors as well as CHAMPVA beneficiaries. My job application of the laws, regulations, manuals, and procedures payment for CHAMPVA medical, dental, pharmacy, e medical equipment and residential care. (Contact Supervisor: Vicki Kirk, Supervisor's Phone: 303-***-****.)

Hyatt Hotel (DTC)

entailed examining a variety

for payment of authorized and

Civilian Health and Medical

Worldwide VA claims benefit

Physicians, laboratories, and

required knowledge of

regarding entitlement to prosthetics, transportation,

Yes, Supervisor’s Name:

:

Denver, CO

10/2004 – 7/2007

Hostess/Banquet/Cashier

Responsible for greeting and seating customers dining in the restaurant. Assisted Supervisor in managing the employees and running the evening shift which included filling in for the various outlets within the hotel such as Room Service, the Bar and their Starbucks cantine . Worked with Guest Services to resolve Customer complaints. This position involved heavy Customer Contact and exceptional communication skills. (Contact Supervisor: Yes, Supervisor's Name: Jesse Baeza, Supervisor'sPhone:303-***-****.

Tidewater Fibre Corporation (TFC)

Chesapeake, VA

08/2000 – 07/2004

Data Administrator

Served as Supervisor for Roll-Off and Front-End Supervisors when needed. Responds to internal / external queries regarding TFC's participation in the Virginia Beach Curbside Recycling Program. Compiles and analyzes data used in monitoring the day-to-day functions of the Automated Curbside Recycling Program. Maintains weight information used to prepare payroll for Automated Drivers. Manages Excel and Access databases used to generate weekly and monthly productivity reports to Managers/Supervisors. (Contact Supervisor: No, Supervisor's Name: Dianna Howard, Supervisor's Phone: 757-***-****, ext 202)

Trader Publishing Company 4/2002 - 7/2004

Chesapeake, VA

Photographer

Responsible for taking pictures of autos, trucks, boats, etc… that customers would like to have listed in various Trader Publications. Collect information used in the ads and receive payment for the listing. (Contact Supervisor: Yes, Supervisor's Name: Linda Stone, Supervisor's Phone: 757-***-****).

Trader Publishing Company 6/1999 – 4/2002

Chesapeake, VA

Route Driver/Merchandiser

Merchandiser for 44 locations in the Portsmouth area. Managed the inventory (consisting of at least 5 different publications) in each store. Collected fees from the cash stores, and insured . proper invoicing for credit stores. Identified problems and resolved customer disputes (Contact Supervisor: Yes, Supervisor's Name: Ann Ramey, Supervisor's Phone: 757-***-****)

NationsBank (Call Center)

11/1996 - 6/1998

Norfolk, VA

Customer Service Representative

Assisted Cardholders in understanding their statements. Explained Fees, Finance Charges and made adjustments to their account when appropriate. Identified errors, made corrections, or forwarded these errors to the proper department for correction. Coordinated with various departments within the bank and with national merchants to resolve customer concerns. (Contact Supervisor: Yes, Supervisor's Name: Gloria Burnette, Supervisor's Phone: 757-***-****)

EDUCATION

Computer Dynamics Institute

Virginia Beach, VA US

Certification - 9/1999

Major: Network Professional

Minor: N/A

GPA: 3.5 out of 4.0

Description: Completed the Network Professional Program with a B+. Learned to repair, upgrade and troubleshoot IBM-compatible PCs. I gained experience in installing and troubleshooting Windows 95, 98 and NT4.0 Operating Systems. Received Training in Microsoft Office 97 (Word, Excel, Access and Power Point) software.

N.C. A&T State University

Greensboro, NC US

Bachelor's Degree - 5/1982

Major: Mass Communications

Minor:

GPA: 2.5 out of 4.0

Description: Received degree in Speech and Theater Arts with emphasis in Mass Communications (Television and Radio Broadcasting). Also took courses in Public Relations.

REFERENCES

Available upon request.

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