Customer Service Data Entry

BRITANI MCKINNEY

Grantville, GA ***** 470-***-**** *****************@*****.***

Professional Summary

Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and deliver legendary service on every interaction. Currently enrolled in college for Business Management Associate's Degree to help further education with my experience.

Skills

Data Entry Leadership Critical Thinking

Teamwork Problem Solving Communication

Computer Literacy Customer Service

Following Supervisor Instructions

Leadership

Administration and Reporting

Motivating Performers

Staff Discipline

Resolving Complaints

Productivity Performance

Microsoft Office

Google Docs

Agent Assistance

Processes and Procedures

Supervising Employees

Employee Coaching and Mentoring

Workflow Monitoring

Mentoring

Priority Management

Work History

Supervisor 06/2022 to 06/2023 Indotronix (OESC)

Promoted to supervisor

Supervised a team of 22 agents

Joined phone calls with claimants that asked to speak to a supervisor Deescalated phone calls with claimants

Called claimants back to provide updates if requested Stayed on cases until claimants received their unemployment funds Answered questions from the agents, mentos, and submissions mentors Worked closely with the operation manager and had weekly meetings with them Held bi-weekly meetings with the agents to discuss updates, how the weeks went and improvements

Reviewed quality assurance emails and rebuttable if needed Emailed the QAs to the agents

Held phone calls with the agents separately to discuss the QAs and how to improve them to the OESC standards of 90% or above

Monitored phone calls and coached agents through to provide first call resolutions Reviewed backdate requests that were sent from the submissions mentors to see if they met the qualifications

Used Excel to enter data for the backdate requests and submit them to OESC Received communication back from claim managers, adjudication managers, and fraud manager Provided any updates in post to the team or the submissions mentors and mentors Promoted

Submission Mentor 03/2022 to 06/2022 Indotronix (OESC) Promoted to submissions mentor

Provided assistant with reviewing requests that came from the mentors Checked all systems like Tabe, AS 400(Glink), Docushare, and Govservice Verified claimants had up to date IDs in compliance with OESC Fixed or sent back requests that had errors to mentors to have the agents correct and then send back

Emailed the requests once they were up to standard to OESC Kept in contact with adjudication managers, claim managers, fraud department, and investigation department in regard to the requests Received communication back from managements and provided them to the mentors to give to the agents to provide to the claimants.

Mentor 12/2021 to 03/2022 Indotronix (OESC)

Promoted to mentor to assist call center agents

Provided help when they needed it

Assisted when agents posted in the Microsoft Team's channel Reviewed post to submit to submissions mentors to have them submit to OESC Answered questions from the agents

Assisted in Tabe, AS 400(Glink), DocuShare, and GovService Worked with supervisors and submissions mentors for OESC Received communication back from submissions mentor to provide to the agents so they can update the claimants

Helped agents provide first call resolutions and de-escalation tips

(Starting

Claims Specialist 03/2021 to 12/2021 Indotronix (OESC) Verification of claimant's claims and accounts, verification of claimant state wages; takes appeals for Tribunal Council of Oklahoma; input new claimant Unemployment claims as well as the Federal programs for extended benefits, file weekly claims, authorize weeks to be claimed using AS 400(GLink)

Resetting passwords and security questions for claims that have been in fraudulent status Take and file legal statements for claims

Helped other Specialists on difficult claims

Acted as back up Mentor when the Mentor was off or on lunch/break Worked call backs to claimants who needed help with issues on claims Added section law issues to claims that needed it

Filled out detailed notes and completed tickets to be sent to higher management using ServiceNow.

Agent 08/2020 to 02/2021 Sitel

Remote)

Taking inbound calls regarding customer orders for data entry, tracking and scheduling of items to ship from the warehouse

Constant contact with transportation to retrieve information regarding any damage during the process of transportation from warehouse to customer house Educating customers on their bills and processing refunds and honoring and verifying coupons Liaison between customer and frontline management Turning dispute calls into corrective actions to serve both the customer and Costco. PROCESS WORKER 11/2013 to 11/2018 Honda Manufacturing Of Alabama Maintained compliance with health, safety and environment practices Assisted machine operators with finished pieces

Made sure that products were produced on time and are of good quality Employed welding techniques to assemble parts and components I kept the work area clean

Auditing and quality checks for the zone

Responsible for inter- office customer services between plant 1 and plant 2 Education

Currently enrolled at Penn Foster - Business Management Associate Degree Program - Graduation Expected 2025

Certified Clinical Medical Assistant 09/2019

US Career Institute - Fort Collins, CO

Nursing 08/2011 Jacksonville State University

Lincoln High School - Lincoln, AL

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