Shaquilla Graves

Customer Service

Washington, DC 20001

adv0l8@r.postjobfree.com

+1-202-***-****

Cool calm and collected. I am very hands on, proficient, helpful and determined. A great person to have on the best team!

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

CSR - Customer Service Representative

DC Department of Human Services

January 2022 to Present

• Answer calls greeting consumers

• Verify personal information to gain access to consumers DHS benefits

• Give status updates on SNAP, TANF and Medicaid applications

• Document all calls

• Assist in helping consumers access the District Direct mobile app to retrieve information about their case

• Resolve any technical issues the consumer may experience while gaining access to the District Direct mobile app.

• Assist with completing Medicaid applications for non US citizens Customer Service Representative (CSR)

Maryland Health Connection - Baltimore, MD

October 2022 to January 2023

Maryland Health Connection has been a great experience. Assisting those from all walks of life in getting the best and affordable health insurance for them and their family is what makes working there so satisfying. My duties are to:

• Answer every call, greet, verify and assist consumers with their requests.

• Update consumers profiles and applications. Make changes when necessary,

• Help consumers select health plans based off of their income

• Technical support if needed such as password resets and fixing mobile app malfunctions. CLMSO

ERIMAX, Inc - Washington, DC

August 2019 to February 2020

While working for Erimax my duties are to:

• Answer all incoming calls from people all over the world for our clients at the Census Bureau.

• Locate data needed for research purposes and projects.

• Record all the calls and enter information in Data Entry system CRM.

• Assist employees in learning the systems and how to locate information needed by our respondents. Member Service Representative II

Treasury Department Federal Credit Union: 1 Columbus Circle NE - Washington, DC July 2018 to June 2019

My duties while working for TDFCU consist of :

• Greeting guests upon arrival

• Direct them to complete withdrawal / deposit slips.

• Thoroughly verify each guests before proceeding with account

• View the account and up sale services that’s beneficial to the member

• Count out cash denominations and provide a receipt for the transaction

• Familiar with XP2, OFAC, Chexsystems.

• Make copies of forms needed to put together membership applications

• Make sure our teller line and lobby is fully stocked with TDFCU notes, membership applications, rate sheets, brochures and make sure all employees are ready for operation

• Scan branch checks and also transmit other tellers (from different branches) checks to feds.

• Receive and process mail

• Account maintenance

• Stay up to date and inform members of our loan products.

• Create address change envelopes and letters to mail to members homes

• Log New Membership and account changes on excel and file

• Organize file room

• Shred outdated documents.

• Retrieve and process ATM deposits

• Mail IRA packets

• Process loan applications.

Member Service Representative

Department of Commerce FCU - NOAA : 1325 East West Hwy - Silver Spring, MD March 2017 to May 2018

Working for the DOCFCU has been a great experience for me. While working there I would:

• Greet our members via telephone and upon arrival

• Direct them over to our member tickets so that I may assist them in retrieving their funds

• Transfer funds between accounts and to other member accounts upon request

• Issue money orders, cashier checks and starter checks

• Create debit cards for members

• Resolve all debit card and banking related matters

• Assist management with calculating branch vault

• ATM retrieval’s.

• Advertise loan specials and exceed weekly loan goals

• Logged all daily activities into excel

Familiar with Symitar, Verifin

Front Desk Clerk

DCFS : 325 Fairground st. - Marietta, GA

December 2015 to January 2017

While working for Cobb County DFCS I was the only clerk. My duties were to:

• Meet and greet all clients

• Retrieve their information so that I may inform them of their case.

• Scan all clients information to their designated files

• Create membership applications

Mail Clerk/Mail Handler

USPS Service : 900 Brentwood rd NE - Washington, DC April 2014 to November 2015

• Sort mail

• Sort packages

• Build zip code boxes to put packages in

• Take zip code boxes to driver

Customer Service/ Cash Handler

Howard University : 2400 sixth st. NW - Washington, DC January 2008 to January 2013

Sodexho was a great opportunity to meet and interact with many people from different walks of life. Being the cashier my duties were to:

• meet and greet customers as they entered the restaurant

• complete transactions and to make sure everyone left in good spirits

• count and record all earnings

Education

High school or equivalent in Information Technology McKinley Technology High School : 151 T st. NE - Washington, DC August 2004 to June 2008

Skills

• Bank Teller (5 years)

• Credit Union (4 years)

• Call Center (4 years)

• Customer Service (10+ years)

• Bilingual (7 years)

• Medicaid (3 years)

• Customer Care (10+ years)

• Data Entry (5 years)

• Microsoft Office (10+ years)

• Banking (5 years)

• Cash Handling (10+ years)

• JavaScript

• Coffee Experience

• Barista Experience

• Java

• CRM Software

• User Interface (UI)

• Application Development

• Account Management

• Sales Management

• Computer Networking

• AWS

• Communication skills

• English

• Sales

• Upselling

Certifications and Licenses

Food Handler

Assessments

Customer Focus & Orientation — Highly Proficient

January 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Management & Leadership Skills: Impact & Influence — Highly Proficient January 2020

Adapting leadership style to accomplish goals using rational or emotional appeal. Full results: Highly Proficient

Call Center Customer Service — Highly Proficient

March 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

I have 13+ years in Customer Service.Very mannerable, polite, positive and all around a hard worker. Swift and excellent at multi tasking. Proficient in Microsoft Office.

Contact this candidate