Customer Support Care Representative

Mary Arnold

Morrow, GA ***** *************@*****.*** 678-***-****

Versatile and efficient Customer Support and Administrative Professional with experience cutting across public and private sectors with deliverables encompassing operations management, employee training, and report preparation & submission, and compliance. Adept at balancing customer needs and company priorities, improving relationships with internal and external clients, and investigating violations of County ordinance codes. Skilled to interact with all levels of management, maintain proper file retention practices, and provide swift resolution skills, and adherence to deadlines. Leadership, cross-functionality, and technical competencies to lead seamless administrative processes and exceed expectations.

Professional Skills

Administrative Management

Operations Management

Payroll & Billing Preparation

Team Leadership

Budgeting

Inventory Control

Recruitment & Onboarding

Continuous Improvement

Training & Coaching

Customer Support

Communication

Court Case Management

Compliance Audit

Report Writing

Correspondence Management

Computer Skills: Dayforce, Salesforce, Microsoft Word, PowerPoint, and some Excel, and Outlook, Workday

Professional Experience

Customer Care Representative – Alight Solutions, USA December 2022 Present

Drive results for our clients by delivering innovative and effective solutions as part of our Customer Care business group.

Assist participants with many questions on life changing decisions in Defined Contributions, Pensions, Health and Well-

Ness. Conduct research giving answers to major concerns. Guarantee resolve to encamp confidence is all interactions.

Address concerns with participants on all calls conveying professionalism.

Present resolution to inquiries while consulting on concerns and Human Resource needs.

Illustrate knowledge in the questions and subject presented.

Specialize in Defined Contribution inquiries (401k, Contributions, Investments, and Loans).

Guide participants to tools and resources needed for resolve of issues.

Collaborate across fields to ensure resolve and answers are provided.

Build report and trust with participants on all communications.

Operations Manager – Prometric, Atlanta, GA July 2017 –December 2022

Steered end-to-end operations for 2 Testing Centers by coordinating policy planning and implementation, conducting recruitment exercises and new employees’ onboarding processes, computing budget and employee payroll. Also managed inventories, and ensured adherence to safety procedures. Monitored testing enrolment and administration processes.

Effectively organized Testing program to meet customer needs, coordinated test accommodations for special needs candidates, proctored exams, and ensured comfortable environment to foster positive candidate experience.

Expertly applied knowledge of test center policies and practices to conduct strict ID verification practices utilizing company and client practice mandates.

Coordinated with vendors to manage maintenance of facility and ensured all contracts obligations were upheld.

Work with other entities such as Testing Accommodations, Site Operations, Testing Integrity and Global Help Desk to ensure successful operation.

Supervised candidates during testing by walking through, assisting with needed exam materials, and processing candidates’ printouts and scores on completion.

Completed reports, performed research for data and files, maintained and adhered to company policy for record retention and disposal.

Built cohesive working environment through cross-functional communication, performance evaluation, operational quality, work plan development, and continuous improvement.

Increased successful audits for past 4 years and strengthen organization’s reputation for professionalism, tact, customer service which complemented operational performance.

Created standard operating procedures and safety measures to ensure compliance with COVID-19 guidelines.

Customer Service Liaison – Ambassador Personnel, Douglasville June 2016 – June 2017

Built consensus among varying business units including customers, teams, and vendors by communicating customers’ needs to appropriate units, coordinating project requirements, and developing procedures reports to improve customer service.

Ensured adequate documentation of candidate details and timely update of employment records to improve administrative efficiency and strengthen operations.

Consulted with customers, vendors and delivery companies to schedule deliveries of merchandise.

Supported Directors to complete assigned projects, optimize schedules, and set up conference room for meetings.

Kept tab of company’s phone, email, and fax to provide prompt responses to inquiries coming through those channels.

Operations Officer (Animal Control) – Douglas County Board of Commissioners September 2013 – August 2015

Managed Animal Control operations encompassing staff training and supervision, compliance management, owner regulations, customer services, and correspondence management.

Trained and supervised staff to adhere to county ordinances and routinely explained ordinance and adoption requirements to new clients.

Contacted owners in violation of ordinance codes on inoculations for pet licenses and certificates, and ensured Tag Registrations were current and valid.

Utilized database to ensure efficient operations of department, maintained physical files, and adhered to all file retention practices and policies.

Balanced drawer completed reports and submitted for next business day deposit.

Liaised between Veterinary Clinics and Rescue Organizations to organize owner adoptions.

Verified and updated case files on previous violations.

Forwarded recommendations for issuance of citations for unanswered violations exceeding given due date.

Professional Experience

M.S. in Criminal Justice – Colorado Technical University (Completed: June 2019)

B.S. in Criminal Justice and Human Services – Colorado Technical University (Completed: December 2015)

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