Cynthia Y. Pickens

313-***-****

adwsmq@r.postjobfree.com

Customer Service Professional with over 20+ years of experience involving developing policies and procedures to ensure effective and efficient skills to expedite customer’s request. Experience includes call center interaction as well as face to face communication with customers and clients in various venues. KEY ACCOMPLISHMENTS

● Provided training to new employees which includes teaching the policies and procedures for processing transcripts and records requests. Trained new employee on Legacy AS400 and MI-Star database systems in order to expedite transcript. Also, responsible for training new employees to use the microfiche machine for pulling archived information for customers.

● Developed policies and procedures to ensure the effectiveness of providing quality customer service which resulted in processes being completed in a timely manner.

● Expert with handling irate customers.

● Manage daily cash transactions which result from customer transcript payments.

● Expert in problem solving skills.

ETS/Kelly Services/Detroit Public Schools, Detroit, MI 01/2012-02/2019 Data Entry/ Lead Customer Services Specialist Input data into the computer MI-STAR system, such as student information system. Students schedules, attendance dates, and student’s grades. As Lead CSS, I trained all employees how to locate customers’ records and transcripts in various different systems. I assisted customers in completing their transcript request in kiosk. Searched in various locations for client’s files. Mailed out transcripts, answered email request, and also assisted MDOC offices for records for their clients. Operated various machines and opened and closed the office. Solved many problems within the office and with client’s records. Liaison between multiple departments, Call Center, Specialized Student Services, Warehouse, and Adult Education records. Snelling/Premier Personnel Services, Detroit, MI

11/2007 - 09/2011 Screener/Scanner

Checking test documents for the Detroit Public Schools systems Office of Testing, Assessment and Evaluation. Making sure the students test information was error free before going to the processing center. Also packing, labeling, and filing.

Learning Alliances, Detroit, MI

12/2007 - 06/2008 Program Coordinator

Organized materials for teachers and students in the after school free IEP tutoring program. The program was to increase student ability to learn math and language arts. I processed the payroll and attendance forms before turning into the main office.

Act-1 Personnel Services, Detroit, MI

11/2006 - 05/2007 Clerical, Filing and Sorting

I was assigned to Detroit Public Schools Office of Testing, Assessment and Evaluation. I was positioned as a screener, correcting of MEAP Test for Detroit Public School systems. I examined the test with the school representative to make sure test was ready to be processed. 1

Cynthia Y. Pickens

313-***-****

adwsmq@r.postjobfree.com

New Era Business Group, Detroit, MI

12/2004 - 04/2005 Field Monitor / Building Coordinator Drive to and from various Detroit Public Schools to monitor after school tutoring programs. Watch and observe the program in action as teachers and assistants helped the students increase their learning ability. Complete necessary reports to submit to my employer. As Student Building Coordinator, I assisted in establishing how the program was to operate.

ETS / Detroit Public Schools Bus Terminal, Detroit, MI 08/2002 - 09/2004 Customer Service Rep/Asst. Supervisor Oversee the customer service area. Assist customers with various transportation issues. File problem Complaint tickets on the AS400 Rumba system make necessary request for transportation daily. I interacted as a liaison with the Scheduling department, the central dispatcher with bus drivers and bus attendants. Make telephone calls in the afternoon to various parents concerning routes that have been updated. Roney & Co/Raymond James & Associate, Detroit, MI

03/1992 - 08/2001 DTC Clerk / Stock Dividend Associate I balanced 3 general ledger accounts. I distributed work among coworkers and to other department workers. I monitored payments for cash and stock dividend payments to client’s accounts and reconciling those accounts. I was monitoring the payment of cash-in-lieu payments in client’s accounts. Issued checks to clients upon request. I was responsible for keeping the firms position of certain stocks and bonds in balanced with positions held at the Depository Trust Company referred as (DTC). EDUCATION

GED Certificate

Major: Data Entry and Terminal Operations

Community Training and Development, Detroit, MI

Major: Business

Murray Wright High School/Ruth-ruff Adult Ed., Detroit, MI CERTIFICATES AND LICENSES

Certified Terminal Operator, Community Training and Development, Detroit, MI SKILLS AND ABILITIES

Efficient in MS Word and Excel spread sheets applications, AS400 Rumba system and various other computer programs. I have the ability to interface with all levels. I am creative, self- motivated problem solver and an intelligent decision-maker. I have also a high level of interpersonal skills and I am a good team player. I am also a quick learner in any software application with training. I drafted a plan of action for the Detroit Public Schools Office of Transportation for no child left unattended and 2

lost students. This procedure is still in place today. I have the skills to improvise in cases of emergency. NOTES / OTHER INFORMATION

Willing to learn and travel for training and growth experience. Other times I was the care taker for my father and mother. I drove them to various doctors’ appointments many times within the week.

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