Data Entry and Customer Service Specialist

SKILLS

• Typing: ** WPM

• Microsoft Office Proficiency

• Windows 7/8/10

• Chat Support

• Verbal/Written

• Adaptability

• Time-Management

• Inbound/Outbound Call Etiquette

• Multi-Tasking

• Problem Solving

• Empathetic

• Team Player

• Adaptability

• Strong attention to detail

• Able to meet strict deadlines

EDUCATION

Associate of Science Network Administration

Sacramento City College

WORK EXPERIENCE

Maximus Remote via Randstad

CA Deferred Workload/EDD UI Claims Fact Finding Agent Nov 2021 – Current Work At Home

Cold calling claimants for clarification of unemployment insurance claim information for CA UI’s CUBS project.

Processing unemployment claims for California’s UI system DEFPRO queues via SharePoint.

I have worked on the EDD’s ER PRO project processing California’s UI system DE 1101 CZ/SIDES claim queues.

I consistently meet the State’s performance metrics and maintained adherence to quality standards by

exercising strict attention to detail.

Writing detailed and thorough case notes regarding all relevant information that I find, and all actions that I take on claims. I am responsible for making logical interpretations of claim information, and meeting

standards for caseload timeliness.

As a fact-finding agent I must adapt to fast-changing standards and guidelines for claims processing.

Multitasking is an essential part of processing claims for the EDD.

I work independently and closely with teammates in figuring out difficult claims issues according to

QA/OneNote guidelines.

I have volunteered to help train new agents on how to process claims and demonstrating acceptable

workarounds for common problems.

Nerds On Call

Support Technician

Feb 2020 -July 2021 Sacramento, CA

Remote support for Windows and Macintosh-based PCs via chat and phone calls using the Log Me In / Rescue application suite with a focus on first-contact resolution.

Chat-based support for a variety of problems in

Windows Vista/7/8/10.

Direct access to customer PC to fix a diverse range of issues including, wired and wireless printer

installations, Internet connectivity, hard drive problems, and email access.

Resolving computer problems step-by-step with

customers via phone calls when unable to directly

connect to the computer.

Providing simultaneous support to multiple customers by both chat and phone.

Invoicing subscriptions and scheduling customers to visit Nerds on Call repair shops as a final recourse.

Experienced in both call center and remote work. Stephen A. Chaney

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