Full Time Customer Service

SHARON PENWELL

304-***-**** ************@*****.***

Professional Summary

Initiative-taking and positive individual with great organizational and communication skills. Efficient problem solver. Provide thorough answers and solutions and provide an exceptional experience. Proven leadership skills, self-motivated and results orientated. Excellent time management and organizational skills Strong communication skills written and verbal. High attention to detail. Effective skill in producing desired results and achieving goals and objectives

Skills

Customer Service

Written Communications

Collaborative team member

Attention to Detail

Business Owner

Manages Resources for resolution

Business Administration

Operations Management

Documentation skills

Technical Competence

Microsoft Office Suite

Training and Development

Work History

Department of Veteran Affairs Full-Time

Contact Representative 08/2022 to Present

Veteran Experience Office - Martinsburg, West Virginia

Receives telephone calls from and/or generate telephone calls to veterans, their family members, and/or legal representatives concerning general information, directory assistance, and complaint resolution

Establishes and maintain effective communication and working relationships across the full spectrum of the Veterans Affairs

Conducts personal or telephone interviews and/or search records or guidelines, in order to provide full explanations to specific inquiries relating to the agency and resolve problems

Prepares well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution

Determines the appropriate VA services to meet the specific needs of customers

Interprets case resolution and feedback from various VA agencies for the customer

Identifies calls which must be referred to the Veterans Crisis Line, Homeless Center. Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff.

Appropriately uses computer programs to listen to call recordings and enter exceptions to provide details of work-related activities

Department of Veteran Affairs Full-time

Mail Clerk 09/2021 to 8/2022

Martinsburg, West Virginia

Sorted all classes of incoming mail, personal and official by associating names and/or organizational names and/or symbols for delivery through VISTA

Operated Government Issued Vehicle Truck/Van to and from USPS Dailey to pick up Mail and Packages to bring to the VAMC Mailroom to be sorted and processed

Trained Contracted staff with policies and procedures of all mail room operations including handling packages, operating of mail metered equipment, and Mail route deliveries

Sorted inter-office mail messenger envelopes arriving at the mail room for distribution

Delivered and recorded of all VA and Social Security checks for the patients to agent cashier

Logged in certified, registered, UPS, Airborne, etc. mail/packages in order to obtain a signature upon delivery of said item

Logged in folders from Regional Office, assigned a suspense date and routes to requesting office. Updated the log when folder is returned to the mail room and mails out the folder to the prior facility/office

Sorts blanket mail received in the mail room and mails it to the correct station/facility

Used a computer file for locating ward, area, or office in order to ensure mail is delivered to the correct location

Operated/Utilized federal government vehicles

Proficient in using Microsoft applications along with Outlook

Planned for, organized, administered, and directed the balances of workloads with other co-workers to meet the mission based on priorities

Kept updated change of address file in order to forward mail upon patient's discharge

Incumbent ensures that all sorted mail is bagged and carted for delivery to the various offices, wards, etc. Must be ready for delivery by the time set forth by this facility

Pre-sorted mail in order to determine the most effective shipping method in order to save funds

Required to train Medical Center personnel in U.S. Postal Service standards and procedures

Sorted mail by names and or organizational names for delivery throughout the hospital for patients and employees within departments of the hospital also to outside locations

Logged in certified, registered, UPS, in order to obtain a signature upon correct delivery

Operated mail metering equipment to ensure correct postage is applied

Responsible for protecting sensitive data and ensured all privacy protocols are being followed.

Used a computer database to ensure mail is being delivered to correct locations

Ensured all mail is being scanned in and out of mailroom when received and delivered to correct location with handheld scanners

Corresponded through phone, email, looking up directories to assure all mail and packages is being delivered to correct locations

Distributed and balanced the workload with other co-workers to meet the mission based on priorities

Work practices included keeping things neat, clean, and in order

Resolved patient complaints regarding their mail and or Packages

Obtained assistance from supervisors on problems that arise that can’t be resolved

Kept open lines of communications with supervisors, leads and co-workers

Department of Veteran Affairs Full-Time

Material Handler 07/2021 to 09/2021

Martinsburg, West Virginia

Independently received, unloaded, stored, and maintained medical supplies

Verified the quantity and quality of items received and forwarded receipt documentation

Operated a pallet jack to move incoming and outgoing inventory

Required to lift to 50 lbs. on a recurring basis unloading and receiving vendor trucks

Entered Inventory into several data basis to search and receive information of locations

Performs daily inventory using bar coding equipment on a predetermined schedule that will allow for timely replenishment

Printed pick tickets from Vista to ensure that inventory is correct and accurate

Pulled orders from emails for supplies though out the staff and hospital facility

Sorted and received inventory to review count and all inventory is received

Resolves differences between records and physical count of stock

Distributed items according to established or ad hoc requirements in computerized inventory management systems

Overseen material storage and handling

Monitors and controls critical supplies

Delivered supplies in a timely manner and ensured supplies and material delivered are in sterile and operational condition

Utilized systems, WTS, Apar, Vista, UPS, also tracked package’s locations with handheld scanners to insure they are distributed throughout hospital and staff correctly

Worked as a team member or independently to assure work is moving in and out of warehouse properly

Communicates to the Lead or Supervisor any concerns related to supplies, equipment, and procedures

Verified the accuracy of quantity and quality of all incoming deliveries

Labeled all products entering the warehouse and staged them in correct staging area

Kept a well maintained and updated account of stock and inventory

Handled returns by completing technical documentation and other required communication within the warehouse and employees

Conveyed purchasing requirements and kept data on the products in short supply

Collaborated with internal departments to locate missing packages and fix incorrect deliveries

Corresponded through phone, email, looking up directories to assure all mail and packages is being delivered to correct locations

Pulled office supply inventory stock for deliveries; replenished stock inventory; interacted with clinical and administrative customers and maintained records on stock levels

BA-ZAI Government Contractor / Alcohol Tobacco & Firearms (ATF) Full-Time

General Clerk III 09/2007 to 07/2021

Martinsburg, West Virginia

Customer Service focused and strived to please the customer to ensure for positive feedback for the agency/department and myself

Handled oral and written complaints escalates to the proper chain of command when necessary

Reviewed a variety of applications and related supporting documents submitted by ATF

Knowledge to research and resolve complaints on a in a timely manner to resolve customer’s needs.

Applied excellent research and resolution skills to assigned tasks to be completed in a timely manner

Through knowledge of systems used on a Dailey basis such as Microsoft office suite, Word, Excel, Power Point also Outlook and Teams

Ability to work with little to no supervision. or as a team to resolve and complete assigned tasks

Federal Tracing system (FTS), Federal licensing system (FLS), Federal Information Database (FID), Enterprise Content Management (ECM), NTC Connect.

Verified customers’ PII (Personal Identifiable Information) to ensure breech of data does not occur

Cross-trained in several departments on National Tracing Center contract including (NFA) National Firearm Division Act, as a Document Preparation clerk, sorting applications, fingerprint cards, deeds of trust and other legal documents

Paid close attention to the customers’ needs and follows through with the appropriate course of action

Regularly generates electronic and written correspondences ranging from law enforcement and other federal agencies

Provided verbal and written instructions to customer inquiries

A thorough understanding of various document formats such as acquisition and disposition record management

Thorough knowledge of the ATF Electronic Tracking System. Trace firearms by serial number patterns and other related information such as manufacturer, importer, caliber, and model.

Regularly traces firearms for local and nationwide court cases and criminal investigations.

Identified potential problems or incident and follow appropriate action(s) and follow-up with the channels to report the incident(s)

Performed Quality Control and record destruction on digitized images

Verified and entered information on record destruction excel spreadsheet

Verified that all dealer records are viewable and ensured all documentation is readily available for tracing in Enterprise Content Management (ECM)

Compiled data from various sources and entered pertinent information into approved databases, spreadsheets, and other communication systems

Worked independently ensuring continuity of the department.

Worked under strict time constraints and utilized time management skills

Thorough knowledge of the Quality Management for Media Conversation process

Meet all performance goals as required by ATF contract performance evaluations standards

Proficient in Microsoft Office Suite, Excel, Word, Outlook

Kept open lines of communications with supervisors, leads and co-workers

Business Owner/Ameri Clean Full-Time

Martinsburg, West Virginia 10/2005 to 09/2008

Owner and Operator of Small business

Cleaned new construction homes

Cleaned commercial office buildings including medical offices

Hired employees/Trained employees

Processed Payroll/Time keeping

Purposed contracts for open bids

Inventoried and monitored all supplies needing to be purchased

Purchased numerous supplies on a regular

Prepared, controlled, and reviewed procurement documents and reports

Knowledge of procurement procedures, operations, regulations, and programs

Ordered from a variety of vendors to be cost sufficient

Developed unique selection criteria for each purchase

Held 2 purchase cards with a micro-threshold of $20,000

Ensured proper card usage

Reconciled with the bank and held open accounts

Conducted follow up actions on undelivered orders and aged purchase card transactions to close out purchase orders

Ensured all vendors were paid in a timely manner

Understanding of price analysis techniques

Record kept all finances incoming and out going

Scheduled and held meetings with property managers/owners

Knowledge of purchase card regulations and policies

Other (VA Purchasing Courses Taken)

Purchasing Agent – Your Position Description (41884)

Purchase Card Reconciliation VA (40888)

GSA SmartPay Purchase Card Training for Cardholders (3870979)

VA Online Purchase Card Training (5863)

Amending and Adjusting a Purchase Card Order (40885)

*Became familiar with VA and Federal Acquisition Regulations, Fiscal Fund Control Points and purchase card regulations and policies*

Education

Education: Valley College of Technology Education: James Rumsey Technical Institute

Martinsburg, WV United States Martinsburg, WV United States

Technical or Occupational Certificate 04/2005 GED 05/1992

Major: Business Administration

References

Name: David Gregory Name: Kendra Vassell

Phone: 304-***-**** Phone: 304-***-****

Name: Ortez Jones Name: Holly Clipp

Phone: 301-***-**** Phone: 304-***-****

Name: Sonya James Name: Ronda Reckard

Phone: 304-***-**** Phone: 304-***-****

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