Service Representative Administrative Assistant

EILEEN STEVENSON

**** ********* ****, ****** *******, MD 20740 · 240-***-****

*******@*****.*** · Eileen Stevenson

To assist all customers with the best white glove customer service experience. Demonstrate a positive and “a can do” attitude to get the job done accurately and effectively. To display organizational skills to properly establish invoices for collection of payment in the bookkeeping process.

EXPERIENCE

NOVEMBER 2022 – DECEMBER 2022

ADMINISTRATIVE ASSISTANT - DLHCORP, LLC (contract – quadrant, inc remote)

Organized email messages into the proper folders for the payment team. Responded to customers’ request using Outlook. Edited expense reports in Adobe Pro 2020 by labeling each expense per travel report. Saved each edit expense report by date and year in Share point. Communicated with coworkers using Microsoft Teams. Participated in department and regional online meetings using Cisco WebEx and Microsoft Teams.

MAY 2022 – OCTOBER 2022

HELP DESK/ ADMINISTRATIVE, NATIONAL COUNCIL OF MENTAL WELLBEING (CONTRACT – QUADRANT, INC REMOTE)

Answered inbound service requests using Zendesk web-based platform. Edited Shopify invoices using Standard Operating Procedures for instructors to pay for the number of learners who attended their sessions. Advised instructors that they must pay the amount due according to the terms of payment. Re-submitted invoices to the accounting department requesting payment. Collaborated with team members on Microsoft Teams chat. Corrected the number of learners who attended the sessions per customer’s request in Zendesk in the Customer Relationship Management system. Completed 40 service requests on average per day.

MARCH 2021 – AUGUST 2021

CUSTOMER SERVICE REPRESENTATIVE, ICF (full-time permanent remote)

Answered inbound calls on Medicaid, Food Stamp, and Utility Assistance using Cisco Finesse and NICE integrated softphone. Documented service requests in Cisco CRM. Submitted requests online for customers to receive Food Stamp, Cash Assistance and other assistance in the mail. Guided customers on how to find required documents and applications online. Accurately documented the interaction and customer request per call. Verified pandemic, food stamps, and cash assistance funds for clients using EPIC system.

OCTOBER 2020 – MARCH 2021

CUSTOMER SERVICE REPRESENTATIVE, ICF (contract – THE ADDISION GROUP remote)

Answered inbound calls on Medicaid, Food Stamp, and Utility Assistance using Cisco Finesse and NICE integrated softphone. Documented service requests in Cisco CRM. Submitted requests online for customers to receive Food Stamp, Cash Assistance, and other assistance in the mail. Guided customers on how to find required documents and applications online. Accurately documented the interaction and customer request per call.

DECEMBER 2019 – MARCH 2020

INFORMATION SPECIALIST, GREEN KEY RESOURCES (SUB-CONTRACT – JBS/ CONTRACT NATIONAL INSTITUTE ON AGING)

Provided information from various government agencies to assist customers with various health related questions. Created orders in Cisco Finesse on behalf of callers requesting free publications on Alzheimer’s and other types of dementia. Answered inbound calls requesting information on various publications and other issues involving the aging populations.

OCTOBER 2011 – MARCH 2019

CUSTOMER SERVICE REPRESENTATIVE TIER 1 TO TIER 2, Montgomery County Government MC 311 Customer service Center.

Researched solutions to assist customers using Siebel CRM. Recorded in Siebel for each service request requested by the customer. Answered each call using Avaya softphone. Documented on average 70 service requests per day and responded to 50 calls.

EDUCATION

JUNE 2005

ORGANIZATIONAL MANAGEMENT, University of Phoenix

GPA is 3.44

AUGUST 2000

CRIMINAL JUSTICE, Marymount University

Completed my internship with Prince George’s County Day Reporting Correctional Facility. Collected and researched data for a final Excel worksheet report with historical data on inmates who used substance abuse and entered in the Day Reporting Program.

SKILLS

Attentive, meticulous, data collection

Determined

Editing invoices for collection

Optimistic, Focused

Excellent oral and written Communication skills

Prompt, dependable

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