Loreen Rena Waters **** Foster Street District Heights Md 20747 Cell: 240-***-**** Email: adtvqw@r.postjobfree.com SUMMARY OF QUALIFICATIONS Administration and data entry professional with 15 years of experience that personifies speed, efficiency, and accuracy with comprehensive skills in inbound/outbound customer service and technical support. Requires minimal supervision and continually seeks new methods to improve accuracy and service level agreement benchmarks. KEY SKILLS • Data Entry & Order Processing • CRM & Warehouse Logistics Experience • Administration & Technical Support • Accounts Records Management & Reporting PROFESSIONAL EXPERIENCE Continuing Education Units (CEU) Specialist-International Society of Arboriculture Credentialing Services Brightkey – Laurel, MD – July 2013 to Present Manages daily credential holder operations to ensure timely and accurate entry of continuing education units (CEUs)into company system. Generates daily and monthly production statistics for CEU data entry team. Monitors and reports individual daily performance metrics for CEU data entry team. Interfaces with credential holders via phone and email to research and resolve queries and issues. Trains and coaches CEU data entry team. Key Contributions: • Implemented digital filing solution that improved records management and customer follow-up process. • Resolved data management issues that helped elevate service level agreements from 89% to 97.5%. • Maintains daily data entry average of 874 CEUs and oversees entry of +20,000 CEUs per month. • Implemented processing procedures that reduced inherited 6-week backlog to consistent 36-hour processing turnaround. Customer Service Representative – Wolters Kluwer Tax & Accounting Division Brightkey -Laurel, MD – May 2012 to June 2013 Responded to a high volume of telephone, email and fax inquiries for customers and associates inquiring about membership, products, and order status. Listened attentively to caller needs to ensure a positive customer experience. Accessed various electronic system to look up product information and availability. Prepares orders and proforma invoices, administer membership/account databases, processed payments and customer services inquires in a timely and efficient manner. Maintain several production logs for data inclusion in Project Manager’s month-end reports. Conducted collections calls and executed member service request and order fulfillment. Key Contributions • Compiled, prioritized, sorted, and entered customer orders and queries with a 98% accuracy rating. • Recognized as top producer by entering an average of 778 orders daily. • Recognized for perfect attendance and customer service excellence. Customer Service Representative – Wells Fargo Aerotek – Columbia MD – April 2010 to April 2012 Key Contributions • Determined how and when to take a payment on an active loan. • Demonstrate the ability to document information on an active bankruptcy loan. • Review bankruptcy call flow. • Determine how to handle an active foreclosure loan. • Offer solutions to homeowners who are 30, 60, 90 or more days delinquent. • Resolve their mortgage issues. • Offer homeowners assistance with making their payments over the phone using their credit card or electronic checking account. • Create payoff statements, and research lost payments. TECHNICAL SKILLS Windows, Teams, MiCollab, Mitel, Word, Excel, Desktop Types 55 wpm with 98% accuracy, 10-key calculator Fax Machine, Copier, Scanner. EDUCATION Parkdale High School – Riverdale Md High School Diploma June 1