Customer Care Service Representative

Carla L. Howard

***************@*****.*** * 785-***-****

Objective –

I am at a point in life when it is time to settle down with a company I can call my career. I enjoy advancing with a company and building rapport with a company as well as our customers. With me being so determined and goal orientated I could be a great asset to your business.

Experiences/Skills –

* 20+ years personal relations internally and externally

* 20+ years in the customer care industry

* 60wpm with %100 accuracy

* Excel Spreadsheets & Word processing

* Proficient in all Microsoft; Excel, Word, Access, PowerPoint, and Outlook

* Well organized, quick hands on learner, and quite a perfectionist

* Refunds Processing

* Responsive with time management (Sprint, fastest RPH for 1 year straight) Education –

Wright Career College

Accounting (42 credits)

September 2011 – May 2012

Work Experience –

2019 – 2019 Customer Care Associate Maximus

2016 – 2017 Project Coordinator Epiq Legal Services 2013 – 2015 Customer Service Representative General Dynamics IT 1800MEDICARE

Affordable Care Act

2010 – 2011 Customer Care Associate Spherion Staffing 2009 – 2010 Account Coordinator Proherant Health

2008 – 2009 Customer Service Representative Vangent Inc. 1800MEDICARE

2006 – 2008 Home Daycare Provider Lil’ Peeps Daycare Small business self employed

2003 – 2006 Order Management Assoc. III Sprint

Refunds processing

Small Business Number Portability

Wireless Reseller Number Portability

References are available upon request. Thank You! Work Experience & Timelines

April 2019 – May 2019 Customer Care Associate Maximus Shared Operational Serices

• Incoming/Outgoing phone calls regarding an Analytical Writing Placement Exam for the state of California

• Government contractor for Customer Services

• Processed refunds request

• Arranged Accommodation Request for test taking.

• Data entry

• Processing mail inquiries

• Utilized skype internally

January 2016 – February 2017 Account Coordinator Epiq Legal Services

• Answered emails confirming the work needing to be completed.

• Routed Project Managers and Project Associates task (from email request)

• Utilized Skpe internally

August 2013 – October 2015 Customer Service Representative General Dynamics 1800MEDICARE

Affordable Care Act (Obama Care)

• Government contractor for Customer Services

• Usage of Windows with several different programs at the same time.

• Beneficiaries of Medicare would contact for any questions regarding Medicare. Ranging from is something covered to hospice

• No periods of “downtime” between phone calls

• Ranked top 6th person out of 1900

• 24 hour operation

• Microsoft Outlook

April 2010 – January 2011 Customer Care Associate Spherion Staffing DataCore

• Refunds processing for rebates

• Researched and verified paperwork

• Answered questions on how to fill out rebate form as well as ‘ where is my rebate’

• Microsoft Outlook

July 2009 – February 2010 Account Coordinator Proherant Health Proherant Health

• Coordinated Nurses to complete injections for patients across the US

• Contacted and recruited nurses as well as nursing business’s

• Faxed documentation of patients and locations, job descriptions, pay information as well as recruiting paperwork

• Utilized Google maps with other internal mapping systems August 2008 – May 2009 Customer Service Representative Vangent Inc. 1800MEDICARE

• See Above (this is now called GDIT, General Dynamics Information Technology)

• GDIT is a contractor for the government to provide Customer care for contracted government programs

October 2006 – March 2008 Home Daycare Provider Lil’ Peeps Daycare Small business self employed

• In home daycare provider

• Maintained daily activities with 7 children ranging from 12 Months to 5 years of age

• Feeding, cooking, cleaning, reading, outdoors fun

• Created paperwork to authorize my services for an legal proposes that may occur

• Utilized spreadsheet for records of daily activities and meals

• Record keeping for income for tax purposes

August 2003 – September 2006 Order Management Assoc. III Sprint Refunds processing

• Utilized 3 different window systems to research refunds

• Contacted consumers regarding any corrections or updates in order to be eligible for refund

Small Business Number Portability

Wireless Reseller Number Portability

• Utilized 8 different systems to process the transfer of a phone number to another company

• Confirm the number has the availability to be transferred

• Run ‘scripts’ to complete transactions in the systems

• Pilot team to assist in making ‘M&P’s, methods and procedures’

• Fastest RPH in completed transfers for over a year straight Flint Hills Job Corps has also provided me with experience and knowledge of utilizing a computer and typing legal documents. I also obtained my High School Diploma while being a student at the Flint Hills Job Corps Center.

Although I did not include it due to the timeframe that has passed, I also worked for Blue Sky Satellite as a dispatch supervisor. I supervised 12 young ladies as I was very young myself. Thank you for your time, it is greatly appreciated Please let me know if there is any further information that may be helpful for you to make your decision.

Carla L. Howard

References

Emily Love Daycare Advocate 785-***-****

George Tran General Dyanamics IT 785-***-****

Shelley Bock General Dyanamics IT 785-***-****

Explanation of gaps in employment:

January 2011 – August 2013:

Birth of child 7/2011 – high risk pregnancy

Loss of father November 2012

Major depression

February 2017 – April 2019:

Major depression (possibly due to the drop (cold turkey) in taking opiods after surgery) Back surgery 9/2017

April 2019 – current

Caretaker of durable elderly mother

PT with Arby's

Contact this candidate