Business Support Call Center

Cassandra Adkins

Fairview Park, OH ***** 216-***-****

www.linkedin.com/in/CassandraAdkins *******@****.***

Business Support Coordinator

Ensure Customer Satisfaction by Going the Extra Mile

Optimize company and customer outcomes across extensive business support experience with skills requiring flexibility, confidentiality, and critical and analytical thinking. Influence decision-making and productivity via development of database reports. Provide prompt, professional, effective customer support and resolve issues efficiently as possible. Results-driven problem solver due to effective listening and communication skills. Uphold company values, led by example, and collaborate with colleagues and across teams.

Leadership Project Management Teamwork Call Center Metrics Operations

Data Entry and Database Management Customer Service Research Outreach

Work Experience

DEFENSE FINANCE AND ACCOUNTING SERVICES, Cleveland, OH Present

Military Pay Technician

·Researches current accounts, historical data, source documents, etc., to develop and explain detailed information not otherwise readily available.

·Researches accounting data and performs balancing and reconciling of accounts.

·Processes all types of accounting transactions and requests for establishment of additional accounting records.

·Verifies the accuracy, completeness, and validity of a wide variety of accounting functions/transactions including: obligations; accrued expenditures; disbursements; appropriation refunds; reimbursable orders; earnings and collections.

·Assists in implementing and maintaining Internal Control Program requirements to protect against waste, fraud, and abuse.

·Duties will be developmental in nature when the position is filled below the full performance level.

FEDERAL RESERVE BANK OF ATLANTA, Remote in Fairview Park, OH 2006 - 2023

FRFS Offline Exception Research / Business Support Coordinator

·Provided a wide range of services and activities based on compliance with constantly changing standard operating procedures (SOPs), aligning analytical support with business initiatives, including assisting with daily operations, database input, and creation of management information systems (MIS).

·Delivered accuracy and timeliness by creating metrics reports of limited complexity and executing basic budget data input, database management, and reporting.

·Streamlined the workflow process by supporting management of production functions, including FED wires and security transactions, and assisting with information flow amongst business lines.

·Achieved call center expectations by listening to concerns of the customers, answering questions / resolving issues promptly and courteously, and providing information.

·Drove efficiency by documenting procedures regarding frequent customer issues and demands.

·Maximized resources and achieved deadlines for cases / research assignments in order of priority, as required.

·Ensured data security by following company policies and confirming sensitive data was kept confidential.

·Shared and gained knowledge by collaborating with peers and networking with cross-functional partners.

FEDERAL RESERVE BANK Of CHICAGO (FRBC), Remote in Fairview Park, OH 2021

Outreach Representative Specialist / Fed Ambassador, Leadership Exchange Program

·Selected for Leadership Exchange Program with another Federal Reserve Bank office, working on virtual programming for FRBC Money Museum for Chicago city schools and Junior Achievement.

·Executed project management and partnered with stakeholders and FRBC community, building an outreach program raising awareness of the Bank's research initiatives and programs.

Cassandra Adkins *******@****.***

Education

Master of Public Accounting (MPA), Public Administration, Cleveland State University, Cleveland, OH

Bachelor of Science (BS), Political Science, Tuskegee University, Tuskegee, AL

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