Service Representative Data Entry
Resume:
Francine Cook
advllg@r.postjobfree.com
Work Experience
Lindholm Associates / Knowledgebank
Human Resources Assistant August 2020 – September 2022
(2 years) Arlington, Virginia, United States
DEA-Employee Relations Unit (HER) HRER unit has many program areas of responsibility. The following provides a list of those areas. • Advice and guidance to managers on supervising employees
• Performance Management • Performance and conduct issues • Performance/Nonperformance Grievances • Merit System Protection Board appeals • Performance Awards • Honorary and Informal Recognition Awards • Outside Employment Performance Management Performance management is the systematic process by which an agency involves its employees, as individuals and work experience members of groups, in improving organizational effectiveness in the accomplishment of agency mission and goals. Performance management includes: • planning work and setting expectations
• Continually monitoring performance
• developing the capacity to perform
• Periodically rating performance
• rewarding good performance Problems HRER assists managers in dealing with employees who are experiencing performance problems. This includes counseling, Feedback, preparation of performance appraisals, performance improvement plans, within-grade denials, grievances, Appeals, and performance-based actions. Performance Improvement Plan (PIP) Conduct Problems HRER assists managers in dealing with employees with conduct problems. This includes counseling, Page 1 of 3 proposing and Deciding conduct-based actions, and applying applicable laws, regulations, and policies. Employee Discipline
• Employee Discipline - An Overview
• Advice for Managers: How to Communicate with Employees
• Conduct versus Performance • Prohibited Personnel Practices
• Personnel Manual.pdf Grievances HRER provides advice to managers and technical assistance to employees regarding the administrative grievance Process.
Assist in DEA Health Unit – Create files, Folders and update medical records
Information
XLA
Data Analyst Washington DC
: Supports the Department of Homeland Security (DHS), Immigration and Customs Enforcement (ICE), Enforcement and Removal Operations (ERO) to provide data analysis and process management support as a part of our overall program management support. Customer expectations are high; written and verbal communications with the customer organization occur daily, usually hourly. The team is expected to consistently meet all deadlines, which often include ad hoc requests and short timelines. producing work products that have great visibility. I adequately and consistently review all incoming written and nontelephonic complaints submitted to CPD and the DRIL, summarizing key points in each case, advising federal staff on the status, and tracking all cases. I shall monitor multiple internal IT systems and email accounts to identify new complaints and inquiries in real time. l review and log all incoming cases into a case management system and conduct a preliminary review on the nature of the complaint/inquiry. Responsibilities:
• Conducts analyses of detention complaints submitted through DHS OIG, ICE OPR, or other oversight office, email or phone, or as directed by federal staff
• Conducts research using ICE databases on specific complaints, the individuals submitting those complaints, or other relevant information related to individual queries or systemic issues in ICE detention
• Logs all information into a web-based case management system • Works cases and develops summaries of cases to be referred to an ERO Officer/Agent, ERO field offices or ICE headquarters offices for follow-up review and action.
ASRC Federal – Call Center/Customer Service Representative
October 2009 - August 2019
(9 years 11 months) Arlington VA
DEA-ODRR Call Center help desk Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Assist Medical Doctors (MD), Physician's Assistant (PA), Drug Manufacturers, Pharmacies, etc. with the processing of Drug Enforcement Administration (DEA), Controlled Substance Act (CSA) registration. Daily use and flip chart documents; required to give the status of pending applications, refunds, status on current DEA registrations. Document all incoming call information on charts. Obtains client information by answering telephone calls; interviewing clients; verifying information. Receive approximately 1000 calls daily. Establishes policies by entering client information, confirming pricing. Informs clients by explaining procedures; answering questions; providing information. Maintains communication equipment by reporting problems. Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures. Prepare numerous documents in the processing of refunds, transfers, address changes, etc. Enter all necessary registrant application data into the Oracle Registration database to modify current records, new and renewal. Coordinated with and responded to written and verbal request from Office of Diversion and Registration (ODR) field offices via telephone and in writing in accordance with all CSA regulations, procedures and policies. Modified master records within Oracle as requested. Established files for all documents entered. Retrieve CSOS voicemails and transfer to excel spreadsheet. Respond to help desk e-mails and forwarding to direct departments to be addressed in a timely manner and save documents. Trained new employees on Avaya phone systems.
Education:
University of Phoenix
Business Administration · (January 2008)
Secret Clearance
Skills: Microsoft, Excel, Data Entry, Avaya software, HRIS
Cisco phone systems.
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