Data Entry Service Representative

KELWIN D. EDWARDS

Detroit, Michigan ***** 616-***-**** **************@*****.***

PARATRANSIT SERVICE PROFESSIONAL

City of Detroit Paratransit Representative with over 10 years of experience in public customer service and in supervision. Manage transit customers inquiries and complaints with quality service, safety and compliance knowledge, and a positive and friendly disposition. Well-versed with major customer service software. Bachelor’s degree in Business Administration anticipated in 2024. Additional Knowledge and/or Experience within the areas of:

●Federal, State, and Local Legislation and Regulations on Transit Service

●Public Transit within The Americans with Disabilities Act (ADA)

●General Principles and Practices related to Transit Operations

●Transit Needs of the Elderly and Disability Community

●Communication Skills: Presentation, Oral, and Written

●Process Improvement Strategies and Initiatives

●Team Management, Planning, and Coordination

PROFESSIONAL EXPERIENCE

DETROIT DEPARTMENT OF TRANSPORTATION (DDOT), Detroit, Michigan Dec 2022 – Present

Customer Service Representative

Manage intake calls for Homer paratransit customers regarding medical appointments.

●Satisfy customers that driver is enroute by radioing contact drivers to disclose their location, making sure they arrive at the destination on time and safely.

●Accommodate DDOT paratransit clients by booking trips and answering various questions as it relates to ADA standards. Transfer clients without clearance to eligibility department.

●Complete data entry of client scheduling in Ecolane computerized records system as it relates to situations dealing with transportation and funding source.

CITY OF DETROIT HEALTH DEPARMENT, Detroit, Michigan March 2020 – December 2022

Driver (June 2022 – December 2022)

Transport Registered Nurses to testing sites. Provide pick-up and delivery of COVID tests to lab.

●Accomplished consistent daily and weekly transportation record of safe, sanitized, and on-time passage.

●Responsibly managed gas card and city vehicles executing maintenance and daily log of fill-ups, mileage, locations, and lunch record. Submitted accurate weekly reports.

●Covered MICAR desk gathering patient intake and inputting immunization cards.

COVID Testing Scheduler/Call Center (March 2020 – June 2022)

Assisted with all COVID patient/client inbound calls for scheduling.

●Processed first responders’ demographics and information preparing them for the test.

●Performed data entry for all demographics ensuring accuracy of all provided information.

●Assisted with inbound calls resolving client issues and complaints that arise.

●Located and verified client information in the system processing for scheduled tests.

●Forwarded client information to nursing in preparation for administration of the test.

●Prepared and provided documentation to “Runners” for assistance in locating the patient/clients at their vehicles to escort them into the facility to receive COVID test.

HENRY FORD HOSPITAL, Detroit, Michigan July 2021 – September 2021

Scheduler/Call Center

Received inbound calls to schedule a variety of radiology appointments.

●Urgently responded to telephone inquiries from patients, physicians, employees and other customers regarding referrals, appointments, prescription refills, provider messages and services with HFHS.

●Referred patients to specific services or physicians within the HFHS provider group.

●Initiated follow-up directing referral to appropriate areas, ensuring customer satisfaction.

●Responded to registration of patient information performing new patient registrations, updating current registrations, and updating insurance information.

●Maintained the required appointment scheduling protocol information for physicians and services within the responsible scheduling area.

EDWARDS CABLING GROUP, Detroit, Michigan 2001 – 2011

Owner/Customer Service Specialist

Provided installation and customer service for Comcast, Dish Network, AT&T and DIRECTV.

●Independently hired and trained a staff on goals, measurements, and performance standards successfully installing high-speed internet, digital cable converters and telephone service in residential homes.

●Effectively oversaw operations including budgets, payroll, quality, and customer service.

●Delegated service assignments to team members achieving delivery of efficient, economical, and quality service.

●Ensured proper customer service by thoroughly educating customers, instructing them on their new products that were being installed from the telecommunication providers.

ADDITIONAL EXPERIENCE

COPPERHILL COMMUNITY OUTREACH, Detroit, Michigan 2012 – 2020

Founder and President

Created a nonprofit organization with the aim of restoration for substance abusers.

●Counseled and cared for 10 – 15 individuals of whom were challenged with substance abuse as well as alcohol addictions; seven have successfully maintained a sober lifestyle.

●Persuasively built a strong board of directors and gained high-profile donors including Home Depot, Forgotten Harvest and First Baptist World Changers Church.

EDUCATION

Pursuing Bachelor of Science (B.S.) in Business Administration

American Intercontinental University, Global Campus

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