Customer Service Administrative Assistant
Resume:
Robyn N Bethea
Laurel, Maryland 20708
Summary
Highly organized and motivated administrator/supervisor with 25 years’ experience within various industries including government, private industry and healthcare and over 10 years of supervisory experience
Skills
Knowledge of Federal and State Regulations
HR Administration & Management
Personnel Supervisory & Management
Data Analysis
Recruitment & Retention
Strategic Planning & Support
Business Development
Project Management
Complex Meeting Scheduling
Calendar Management
Report & Document Preparation
Staff Development & Training
Policies & Procedures Manuals
Education
High School Diploma-Bladensburg High School, Bladensburg, Maryland (Graduated)
Strayer University 2007-2009 (28 credits)
Professional Experience
Supervisor of Customer Service 11/1/2022-Present
Federal Emergency Management Agency (FEMA) Washington, DC
7:30-16:00 40+ hours per week
• Supervising over 150 agents with a 2 year goal of converting with 90% to CORE FEMA staff.
• Streamlined “new hire turnover curve” by successfully introducing Local Hire supervisors to the hiring process.
• Providing day-to-day supervision of the assigned registration, helpline, and casework processing operations
• Supervise agents providing call center services to disaster survivors
• Entering and retrieving information from the National Emergency Management Information System (NEMIS) program in response to inquiries from applicants concerning the status of disaster applications to ensure quality in subordinates performed duties
• Analyzing the procedures for processing requests for assistance and developing recommendations for changes to established policies/procedures.
• Providing technical direction in the evaluation of emergency management policy initiatives for operations
• Forwarding and responding to official inquiries from stakeholders to achieve mission-oriented goals
• Analyzing and evaluating difficult issues and devising techniques to improve the effectiveness
• Applying emergency management procedure, policy and providing guidance to team operations
• Identify and address efficiency or performance issues
• Interview, Onboard & train new Local Hires & Supervisors in day-to-day operations.
Trainings received: Registration Intake, Helpline, Indexing, BCA, Duplicate Investigation, FMD Manual, Duplicate Resolution, Appeals
Remote Contact Center Supervisor 02/27/2021- 10/30/2022
Federal Emergency Management Agency (FEMA)
Covid-19 Funeral Assistance Project; Midtown Group Government Contract
8:30-17:00 40+ hours a week
Provide supervision, development and coaching of 100 plus front-line remote call center agents.
Analyzed the effectiveness of workforce schedules, suggest and implement necessary adjustments
Create and analyze reports on call volume and monitor training completion and renewals
Assist in developing a culture where training and development are part of the everyday, identifying actions and working with Agent-mentors to ensure the skills and knowledge are developed effectively
Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
Utilize Workday for on-boarding, payroll, time management and benefits.
Work with the Contact Center Program Manager and Senior Team to ensure the most effective plans are developed and achieved.
Ensures service and performance metrics, SLA's are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Review management information and make suggestions, recommendations as to improvements across the contact center.
Supporting established standard operations procedures and updating processes, as required.
Support workforce management, by assisting in maintaining contact center schedules.
Assist with payroll and timesheet issues to ensure proper documentation of work hours.
Utilize Zoom, Slack, and Teams throughout the workday to provide one-on-one assistance with technical issues, coaching, discipline, and other necessary guidance
Utilize InContact, NICE phone software for FEMA call center board monitoring and individual monitoring of agent calls.
Trainings received: Registration Intake, Helpline and CFRNL Document Validation
Enrollment Processor Blue Cross Blue Shield 10/15/2018 (est) –2/26/2021
Elite Technologies
6:30-15:00
40 hours+ per week
Process various forms (SF2809/SF2810/834) from Federal Government agencies regarding new enrollments, terminations, name changes
Making sure all forms are processed accurately and efficiently with minimal to no mistakes.
Maintain a daily quota and ensured quality is at 100%
Assisted in training, reviewing and correcting work for new employees
Attend management meetings to help create new procedures from a practical point of view
Us Tech 03/15/2017 (est) - 07/1/2018
Administrator I Contact Center (Giant/Ahold Foods)
10:00-18:30 40 + hours per week
Input customer contact information and concerns with store experience into ePC database
Answered over 100 calls per day to work with customers and stores to document, resolve and/or escalate problems being reported, record required contact information and problem description in the appropriate applications.
Gathered data during the problem-solving process, analyzed the situations, and provided solutions.
Coded and responded to approximately 100 emails weekly
Strived to provide appropriate resolution at the first point of contact.
Took ownership of all calls and cases/tickets opened; track the contact status to resolution utilizing the appropriate application.
Escalated complex and/or high priority problems to appropriate coworkers, support groups, or vendors for resolution.
Walmart 04/2016-6/2017
Customer Service Manager
Managed complete data entry and customer support functions to process money orders, product returns, wire transfers and check cashing services
Input data to Order supplies to ensure the store is well stocked with all front-end materials
Assist in implementing customer service policies, manage a team of customer service staff to ensure that exceptional customer services are provided, provide employees with information on company’s policies updates and new customer service protocols
Take over any customer questions and concerns that representatives cannot handle and attempt to satisfy customers
Respond to telephone calls from customers and ensure that customers are provided with the information or help that they are seeking,
Handle customers’ complaints in a proactive manner and resolve the issue on an immediate basis, monitor the work of customer service representatives and provide them with feedback for improvement or motivational purposes, issue compensations, refunds, perform audits of cash registers, remove money from cash registers at the end of shift, retrieve money as needed from Cash Office,, manage staff appraisals and keep up to date with industry changes and demands
Macy’s Inc.
Fulfillment Lead 06/2015-02/2016
Support Team Markdown Lead 11/2014 – 06/2015
Seasonal Support Associate 09/2014 – 11/2014
Work with the fulfillment team and complete orders daily,
Select and gather merchandise throughout the store requested by our customers,
Locate merchandise on the selling floor and/or stockrooms,
Scanning in merchandise, matching merchandise with customers order,
Packing merchandise to be picked-up or shipped,
Responsible for leading team in ensuring markdowns are processed in a timely fashion and that merchandise is properly priced
Parker Tide - National Institute of Health 11/2011 - 08/2014
Program Assistant
Served as a point of contact for assisting in the resolution of various office related concerns and issues such as, timekeeping, IT and travel.
Input time and attendance into electronic timekeeping systems Attended staff meetings to keep abreast of new policies and procedures, advised peers and other staff on new administrative practices and policies.
Transcribed documents for Nurse Manager, ensuring that the finished products had the correct grammar and style.
Utilizing electronic mail system communicated with Nurse Managers and per diem nurses unit staffing needs and nurse availability to ensure patient care requirements were met.
Maintained personnel files for nurses and PCT's ensuring all licenses and certifications were updated and renewed according to regulations.
Ernst & Young, LLP ITS - Capital Markets/BSC 5/2007- 5/2010
Executive Assistant
Supported managing Partner of Capital Markets and two high level Partners with daily administrative operations such as status updates on billable work, coordination of office procedures and follow-up with IT, facilities and conference center requests.
Utilized both Microsoft Word and Visio to proof and edit client opinions, SOWs and TSA's in accordance to firm specifications.
Prepared PowerPoint presentations from verbal and hand-written notes for internal and external distribution
Prepared time and expense reports and rectified any discrepancies.
Performed budget analysis and audits, communicated findings orally and in writing to engagement managers and teams.
Managed department calendar to reflect leave, meetings as well as upcoming deadlines.
Ardelle Associates/Association of Chiefs of Police 1/2007 - 4/2007
Temporary Staff Assistant
Served as temporary staff assistant while permanent employee was on leave.
Duties included but were not limited to meeting coordination, proposal review, publication editing, assisting with accounting needs and other duties as assigned.
GMSI/Department of Labor 3/2005 - 12/2006
Senior Administrative Assistant
Edited various government documents for accuracy and grammatical errors, ensured all memos went through proper channels of approval, worked with other offices to gather all necessary information.
Scheduled internal and external meetings and prepared materials, i.e. PowerPoint presentations, binders.
Ardelle Associates/Department of the Interior 10/2004 - 3/2005
Executive Staff Assistant
Ensured that day to day administrative task are complete in a timely manner, proofed and edited correspondence packages going to the Assistant Director, processed and submitted time and attendance, prepare Power Point presentations for meetings and conferences.
Data Solution and Technology/Dept of Energy 4/2003 - 9/2004
Lead Administrative Assistant
Led a team of five contract employees to ensure that day to day administrative task were completed according to contract agreement, trained and assisted contractor personnel in office automation programs and office procedures.
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