Customer Service Representative
Resume:
Michelle Acosta
Customer Service Representative
Odessa, TX
************@*****.***
Work Experience
WIC Clerk
South Plains Community Action Association - Odessa, TX January 2021 to Present
Maternal/Child Health clinics and office, schedule and reschedule appointments, answer phones, complete intake information, determine income eligibility, issue WIC EBT cards, enter data, and schedule classes for clients. Assist clients with issues with benefits. Check height, weight, hemoglobin of mothers and children. Software used TXiN, MICROSOFT 365, TELEMED CONNECT for verification of Medicaid, TELETAK SCHEDULER, and OUTLOOK.
WIC Clerk
South Plains Community Action Association - Odessa, TX January 2020 to July 2020
Manager Luvisca Payne 239-***-****
Maternal/Child Health clinics and office, schedule and reschedule appointments, answer phones, complete intake information, determine income eligibility, issue WIC EBT cards, enter data, and schedule classes for clients. Assist clients with issues with benefits. Check height, weight, hemoglobin of mothers and children. Software used TIN, MICROSOFT 365, TELEMED CONNECT for verification of Medicaid, TELETAK SCHEDULER, and OUTLOOK.
Reason for leaving: Covid with medical issues.
Deputy Court Clerk
City of Odessa Municipal Court - Odessa, TX
May 2008 to July 2014
432-***-**** Supervisors Nancy Rodriguez/Dottie Sims/Phillip Urrutia/Lori Beck Collections, Process Capias Profine and Arrest Warrants for Defendants, scanning files into system which includes payment slips, dispositions, court orders, and plea forms, assist Defendants with payments options, prepare court for Jury trials, work special assignments at any given time, answer phones, transfer calls, take messages, set up Open court and Show Cause Court for Tobacco Awareness and Minors in Possession, assist Judges and Prosecutors, process Credit Time Serve Letters, Training of new employees, process Emergency Warrants for Odessa Police Department, disposal of cases, post credit card, cash, internet, checks, MSB payments, process attorney representation letters, prepare disposition request, and assist a the Customer Service Window, and Omni Base. Reason for leaving: Accepted a job with the City of Austin Municipal Court as a Court Clerk. Due to a death in the family/illness moved back to Odessa. I've been searching for employment since then. Payroll Timekeeper Clerk
American Safety Production - Odessa, TX
November 2007 to May 2008
432-***-**** Supervisor Angelica Pando
Entered all physical worked time onto a spreadsheet then transferred information into Net Suite, assisted employees with time issues or errors, answer phones, determined which work orders are late tickets for manual checks, and assist with other work details. Reason for leaving: Accepted a job with City of Odessa Municipal Court as a Deputy Court Clerk. Customer Service Representative
Cingular/AT&T Call Center - Midland, TX
July 2001 to October 2007
2000/2003 Credit and Activations- Manager Len Mckenzie 432-***-**** Ran credit for agents and activated phones, assisted with price plans for our customers, created PowerPoint's, and instructions on how to activate Prepaid accounts. Customer Service Representative
Cingular/AT&T Call Center -MDCC Communications - Midland, TX 2004 to 2007
Area Manager Michael Bryers
Manage our company SharePoint Site, Excel, special projects (setting up raffles, fundraisers, donations, etc.), PowerPoint presentations, word documents, spreadsheets, create hyperlinks, assist director, area managers, managers, assist with SharePoint access and log in errors, communication inbox/distributions, and have assisted other call centers with Sharepoint issues. Reason for leaving: Our department was surplus due to AT&T merger. Customer Service Representative
Cingular/AT&T Call Center -Method and Procedures - Midland, TX 2003 to 2004
Method & Procedures-Manager John Rodriguez (Decreased) This department was created to help assist with the AT&T and Cingular merger. I created learning/ procedure manuals for Credit and Activations for our Cingular Call Center. The manual consisted of: How to run credit for a customer, How to activate a phone, How to pick a price plan, and How to activate Prepaid accounts, created surveys, hints-tips-general messages, daily newsletter, worked projects out of our inbox, communications campaigns, content integrity, project management and execution, evaluate and monitor projects, in house distributions.
Number Management
Cingular/AT&T Call Center - Midland, TX
2003 to 2003
Manager Donna Gray
Release phone numbers into the number pool. Created custom numbers at the customers request. Correctional Officer
Odessa Detention Center - Odessa, TX
October 2000 to July 2001
432-***-**** Sgt. Ricky Nunez
Maintain security of Federal offenders, inventory of property and contraband daily counts, book in new offenders, fingerprint photographed all offenders and markings, areas worked: center control, visitation, medical, dorms, chow hall, and recreational yard, supervised visitation and offenders working the detail duties, enforce rules and regulations of unit, shakedowns for contraband and weapons, firearm qualified while on unit, transport offenders for medical and court hearings, pass out mail and necessities, pat downs, escort max security offenders for daily appointments, mentor to new employees, work disturbances such as four cell moves and lockdowns, major use of force involving taking down an offender or chemical
agents.
Reasoning for leaving: Accepted a job with the Cingular Call Center as a Customer Service Representative.
House Supervisor
Clover House-Federal - Odessa, TX
June 2000 to October 2000
432-***-**** Supervisor Lupe Cruz
Maintain Security of Federal, State, US Marshal, Probation, Pre-Trial and Parole offenders, inventory of property and contraband, hourly counts, booking in offender to the half way house, fingerprinting, conduct UA's, verification of offenders employment, assign daily tasks, transport offenders to their job sites, keep activity logs of all offenders, train new employees, room inspections, conduct house meetings, monitor offenders phone calls, enforce rules and regulations, and lockdown house at 10:30pm.
Reason for leaving: Accepted a job with Odessa Detention Center. Correctional Officer
Texas Department of Criminal Justice - Fort Stockton, TX August 1996 to May 2000
432-***-**** HR Melanie Guest
Maintain security of State offenders, enforce rules and regulations, inventory of property and contraband, worked areas: central control, rec yard, gym, line building, dorms, trustee housing, infirmary, IDR, chow hall, security towers, patrol vehicle, education, monitor offenders phone calls, sign offenders in and out of their jobs, pass out mail, qualified with 12 Gauge Shotgun, AR-15, 357 Revolver, transport inmates for medical, hospital duty, 2 daily counts for second shift, answer switchboard, shakedown for contraband and weapons, pat downs, major use of force tactics, work disturbances: four cell moves and lockdowns, chemical agents, post trauma team member, radio communication, 10 codes, and mentor for OJT
Reason for leaving: Relocated to Odessa.
Education
High school or equivalent in Basic
Fort Stockton High School - Fort Stockton, TX
August 1986 to June 1990
Certification in Customer Service
Midland College - Midland, TX
License in Jailer in Jailer
Odessa College - Pecos, TX
Certification
Western Texas College - Snyder, TX
Skills
• Microsoft office, Telegence, Lotus Notes, Outlook, Netsuite, Jems, Omnibase, Internet (10+ years)
• Outlook
• Administrative Assistant
• Live Chat
• Data Entry
• Clerical Experience
• Typing
• Payroll
• Proofreading
• Fundraising
• 10 Key Data Entry
• Security
• Microsoft SharePoint
• Help Desk
• Microsoft Excel
• Interviewing
• Basic math
• Front desk
• Microsoft Word
Assessments
Scheduling — Proficient
April 2019
Measures a candidate's ability to cross-reference agendas and itineraries to avoid conflicts when creating schedules.
Full results: Proficient
Merchandise & Supply Storage — Highly Proficient
April 2019
Measures a candidate's ability to apply systematic processes for managing and storing products and merchandise.
Full results: Highly Proficient
Proofreading — Completed
April 2019
Proofreading written texts.
Full results: Completed
Customer Focus & Orientation — Completed
April 2019
Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Completed
Call Center Customer Service — Highly Proficient
April 2019
Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
Microsoft office, Telegence, Netsuite, Lotus Notes, Outlook, Internet, Excel, Jems, Word Doc, and 10 key. (10+ years), Administrative Assistant, Outlook, social media with my small business selling, posting items for sale thru fb, trading post, tiktok, and Instagram.
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