Naiya lee

Washington, DC *****

adzwxw@r.postjobfree.com

+1-202-***-****

Work Experience

CSR - Customer Service Representative/ Data entry

Maximus Health Services/ CRP - Washington, DC

December 2021 to Present

1. Maintains database by entering new and updated customer and account information 2. Verifies entered customer and account data by reviewing, correcting, deleting,or reentering data 3. Maintains customer confidence and protects operations by keeping information confidential 4. Maintains data entry requirements by following data program techniques and procedures 5. Enters customer and account data by inputting alphabetic and numeric information on keyboard according to screen format

6. Communicate with supervisors through out the day while working remotely 7. Resolve 300+ weekly customer inquiries via phone consistently exceeding targets 8. Memorize scripts to professionally attend to customer and properly assist . 9. Assisting customers with Medicaid providing medical information 10. Assisting customers with Medicaid application over the phone 11. Completing medical applications over the phone for customer Data Entry Clerk

Midtown -FEMA PROJECT - Washington, DC

January 2020 to December 2021

• Entering customer and account data from source documents within time limits

• Compiling, verifying accuracy and sorting information to prepare source data for computer entry

• Reviewing data for deficiencies or errors, correcting any incompatibilities and checking

• Insert customer and account data by inputting text based and numerical information from source documents within time limits

• Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry

• Review data for deficiencies or errors, correct any incompatibilities if possible and check output

• Research and obtain further information for incomplete documents

• Apply data program techniques and procedures

• Generate reports, store completed work in designated locations and perform backup operations

• Scan documents and print files, when needed

• Keep information confidential

• Respond to queries for information and access relevant files

• Comply with data integrity and security policies

• Ensure proper use of office equipment and address any malfunctions

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• De-escalate situations involving dissatisfied customers, offering patient assistance and support

• Call clients and customers to inform them about the company’s new products, services and policies

• Guide callers through troubleshooting, navigating the company site or using the products or services

• Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items

• Collaborate with other call center professionals to improve customer service

• Help to train new employees and inform them about the company’s customer management policies

• Operate online phone system, transferring calls Help Desk Technician

Alta IT Services - Bethesda, MD

October 2016 to February 2017

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Specifically, I:

• Assist with hardware, servers, printers, business software and operating systems.

• Resolve general hardware and software problems with customers having little or no background in computers.

• Ask questions to determine nature of problem.

• Conduct component level diagnostics.

• Maintain documentation for procedures and processes, as well as, maintenance logs and equipment databases.

• Walk customer through problem-solving process.

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

• Follow up with customers to ensure issue has been resolved. Desktop Support Specialist

Arctic Slope Region Corporation - Arlington, VA

December 2007 to October 2016

Arctic Slope Region Corporation

December 2007 to October 2016

Provide user with guidance to enrollment, renewing, installations and DEA Control Substance Ordering System (CSOS) certificates policy. I've developed positive partnerships with Pharmaceutical company agents and pharmacies within the United States, and DEA Diversion investigators. Specifically, I:

• Assist users with PKI certificates troubleshooting and installation.

• Assist users with new application to registered with the DEA CSOS program.

• provide user with desktop support with retrieving PKI certificates for ordering

• Modify User CSOS access within Master database.

• Provide suppliers support to verify each ordering certificate with DEA before an order may be fulfilled. Customer Service Representative

Arctic Slope Region Corporation

March 2011 to December 2014

I provide professional and confidential day-to-day administrative support to the DEA Office of Diversion Registration and Program Support Section. I've developed a positive partnership with the State Licensing and Controlled Substance Boards and actively serve as the liaison to the Field Program Specialist. Specifically, I:

• retrieve and process law enforcement cases and information via the Agency's law enforcement database;

• process new and renewal applications for DEA registration forms 224 and 224(a);

• provide registration process to field specialist;

• schedule international and domestic travel arrangements and process travel vouchers;

• schedule meetings and conferences;

• provide record management and correspondence tracking;

• represent the office when receiving visitors and telephone calls, requiring a general knowledge of the policies and procedures of the Staff;

• receives incoming mail including correspondence, etc., determines and screens out that which the selectee can and is authorized to handle, and distributes the rest to the appropriate supervisor or staff member;

• draft and edit executive and law enforcement sensitive correspondences and presentations for management;

• manage supply requisitions, ensuring compliance with current fiscal year budget

• Maintain current knowledge of established procedures for the preparation and clearance of correspondence, action documents, etc.

Data Entry Specialist (Team Lead)

Arctic Slope Region Corporation

December 2007 to March 2011

As a data entry specialist, I developed partnerships and provided research and knowledge of DEA's drug theft loss form 106 and Arcos to the diversion staff, Government officials, and outside agencies. I maintained customer confidence and protected operations by keeping information confidential Specifically, I:

• prepared source data for computer entry by compiling and sorting information;

• established entry priorities;

• reviewed data for deficiencies;

• resolved discrepancies by using standard procedures for resolution;

• maintained operations by following policies and procedures;

• effectively and efficiently reconciled and audited records to ensure consistency and compliance to internal recordkeeping policies;

• served as the first point-of-contact on matters regarding the governing of drug theft loss and the reporting requirements and process;

• Served as a mentor to new and junior staff, and trained them on the use of the law enforcement tracking databases, and successful data entry techniques.

Education

Diploma in Information technology

University of the District of Columbia - Washington, DC January 2021 to Present

Bladensburg High School - Clinton, MD

May 2018

Skills

• Type 45+ WPM

• Active Directory

• Video Teleconference (VTC)/ Audio Visual

• Print server configuration

• Windows Applications

• Microsoft Office Suite

• Oracle

• Clientele Software

• Entrust Database

• Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features

• Network, LAN, VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues

• Footprints Tracking System

• Service Now Tracking System ATTRIBUTES

• Excellent written and oral communication, organization, interpersonal and customer Service skills

• Ability to work independently or on a team, and with diverse populations

• Strong work ethic

• dependable

• task oriented

• quick learner

• Desktop Support

• Help Desk

• Network Support

• Operating Systems

• System Administration

• DNS

• VPN

• WAN

• Technical Support

• Microsoft Windows Server

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