Customer Service Call Center

Francine Cook

************@*****.*** 301-***-****

SUMMARY

Seasoned professional with 12 years of experience in customer service and HR support roles, including advanced support at a federal level. Skilled in data analysis, performance management, and maintaining automated systems for staffing and records management. Seeking a Customer Service Support role to leverage expertise in handling high call volumes and complex inquiries.

WORK EXPERIENCE

HRD Call Center - Census Bureau Suitland, MD Human Resource Assistant Jan 2023 - Present• Monitored network dashboards and tools to ensure seamless support and response for call center operations in a government context.

• Managed a high volume of communications, effectively responding to over 800 incoming calls and addressing more than 1000 support tickets each month.

• Maintained accurate records by updating electronic Official Personnel Folders and resolving HR-Connect issues, as well as conducting meticulous audits within the Office of Human Resources. Employee Relations/ Health Unit, Knowledge Bank

(DOJ) Department of Justice

Arlington, VA

Human Resource Assistant Aug 2020 - Sep 2022 • Administered comprehensive personnel procedures, encompassing recruitment initiatives, staff reassignments, and the facilitation of both standard and temporary promotional advancements.

• Oversaw performance management protocols by establishing work expectations and monitoring goal achievement.

• Managed automated systems to bolster staffing efficiency, ensure meticulous records management, and enhance personnel management databases.

XLA Department of Justice Arlington, VA Data Analyst Dec 2019 - Mar 2020 • Analyzed and refined data processes to enhance decision-making quality, ensuring data accuracy and reliability.

• Partnered with stakeholders to comprehend analytical needs, aligning data analysis with mission-critical objectives. ASRC Federal/Department of Justice Arlington, VA General Clerk II Oct 2009 - Aug 2019 • Provided comprehensive customer service and support for key registration and program initiatives. • Prepared and refined correspondence, ensuring alignment with organizational standards and leadership requirements.

• Reviewed and edited routine communications for grammar and punctuation, maintaining consistency with established formats and styles.

• Managed administrative tasks, maintaining and updating inventory records and work statuses through an automated system.

EDUCATION

University of Phoenix

Business Administration, N/A

HS Diploma, Graduated

New Jersey 1986

CERTIFICATIONS

Counterintelligence Awareness, DSS (Defense Security Service) Jan 2019 SKILLS

Cross-Platform Experience in Systems Administration • Superior Technical Support Abilities With Government-Agency Security Database Applications • Configured Software Applications: Windows, Microsoft Office Suite, Microsoft Excel Word • Troubleshooting, and Processing a Full Range of Security Specialist & Human Resource Administration Personnel Actions Related Issues • Experienced Planning and Implementing Human Resolutions for Multi-Location Agencies • Strong Customer Service, Organizational Skills, Teamwork, and Ability to Work in Multi-Task Working Conditions With Minimal Supervision • Coordinated Access and Use of Shared Information to Improve Efficiency of Security Specialist and Human Resource Operations • Knowledgeable With; Windows 8 & Windows 10 • Knowledge of Physical Security Standard Operating Procedures-(Sop) • Experience Supporting, and Updating Loss Prevention, Physical Security, and Contingency Plans • Knowledge of Security Policy, Concepts, Principles, and Analyzed and Resolved Complex Issues • Planning, Implementing, and Evaluating Security Programs to Meet Mission Requirements • Experienced Analyzing, Evaluating, and Making Recommendations Concerning Alternative Approaches to Program Security Protection Policies, Disclosure of Information and Accreditation • Collaborative With Team Members on Special Task/Assignments • Strong Interpersonal and Communication Skills • Technical Writing Knowledge • Organizational Skills • Operating Manual -Base Computer Systems • Problem-Solving -Analytical

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