Customer Service Information Systems

Professional Summary

A highly skilled and adaptable professional with a strong background inhuman resources, administration, customer service, accounting, and technical support. With a Bachelor’s in Information Systems and extensive experience across government, healthcare, and corporate sectors, I excel in data analysis, payroll, HR functions, and financial management. Proficient in Microsoft Office Suite, SQL, QuickBooks, and tax software, with expertise in compliance, auditing, and regulatory documentation. A problem-solver with exceptional organizational and communication skills, I thrive in high-pressure environments, ensuring efficiency, accuracy, and quality work.

E d u c a t i o n

Western International University –Associates of Arts Degree Fall 2006

University of Phoenix – December 2006/2009: Bachelors of Science in Information Systems

K e y S k i l l s

Human Resources

●Handles all aspects of HR, including FMLA, LOA, worker's compensation, benefits, insurance, evaluations, and compliance with labor laws.

●Experience with ADP & Kronos payroll systems, timesheet management, and related accounting tasks.

●Familiarity with unionized work environments

●Ensure compliance with integration of EEOC & AAP requirements into site HR practices

●Support the organizational talent review process

●Manage new hire onboarding logistics, including presenting at orientation sessions.

●Accurately and efficiently enter employee data into the HR system.

●Prepare and distribute formal documents such as referral bonus confirmation letters and job change letters.

CUSTOMER SERVICE

●Achieved a 97% customer satisfaction survey rating and helped retain loyal customers with timely solutions.

●Educated new users with product demonstrations and translated complex technology concepts into accessible language

●Implemented conflict resolution techniques and exhibited empathy to diffuse customer frustrations in a

timely manner

●Proven track record in customer service, even in high-pressure situations.

●Exceptional problem-solving, communication, and issue resolution abilities.

●Experience in diverse settings, including medical billing, hospital staffing, and general office environments.

●Collaborate with cross-functional leadership to support strategic decision-making by providing data-driven insights and recommendations into Customer growth & retention

●Develop KPIs, track performance metrics, and identify areas for improvement with a focus on efficiency, process optimization, and scalability

Accounting

●Skills: Proficient in A/R, A/P, general ledgers, journal entries, reconciliations, balance sheets, K-1s, auditing, and bookkeeping.

Business

●Versatility: Adaptable and experienced in various business roles, including office management, purchasing, and inventory control.

●Skills: Strong analytical, project management, and organizational skills.

●Customer Engagement

●Strategic InitiativesRelationship Management

●Business Development

Computers

●Technical Proficiency: Skilled in Microsoft Office Suite (Word, Excel, Visio, Project, Access, PowerPoint), databases (MSDE, SQL, Oracle), and other software.

●Knowledge: Familiarity with LAN/WAN, internet, HTML, DOS, A+, C/C++, and application analysis.

●Utilize SQL, XML, and Python to manage and interface with the employer's database

●Diagnosed/troubleshoot hardware/software issues.

●Logged customer support interactions and ran weekly team reports.

●Coordinated with the IT team to develop online knowledge base and FAQs for recurring issues that resulted in a 25% faster issue resolution time.

●Ensure HR administrative and compliance requirements are met, including I-9 verifications, employment verifications, and background checks.

●Manage the HR ticketing system, responding to employee inquiries within service level agreements (SLAs) and escalating issues as needed.

●Collaborate with Recruiting, Finance, IT, and Security teams to ensure a smooth onboarding process.

●Assist in employee experience programs, including event calendars, celebration announcements, and milestone recognition.

●Provide day-to-day support to the People Operations team.

●Handle a high volume of tasks while maintaining an exceptional employee experience.

●Provide administrative support for various projects and programs.

●Analyze customer support interactions, identify trends, and optimize Support processes

●Partner with internal teams on system administration tasks, primarily Salesforce reporting, dashboarding, and ticketing, to ensure data accuracy and consistency

●Support with the development of reports and tracking mechanisms as it relates to variable compensation, Spiffs / contests, and similar workflows

●Collaborate with cross-functional teams to streamline data collection processes and improve data integrity

●Create documentation of CSG KPIs, internal processes, and Customer Ops initiatives

●Lead on multiple cross-functional initiatives with a focus on creating internal process that scale with Data while providing a best-in-class experience for our Customer base

●Strong commitment to delivering exceptional customer service

●Excellent communication and interpersonal skills

●Proven ability to lead and motivate teams

●Desire for professional growth while maintaining a healthy work-life balance

●Experience in customer service management or leadership roles

●Previous participation in mentorship or training programs

●Software: Experience with QuickBooks and other accounting software.

●CSM SaaS Environments

●Team Leadership

●Analyzed data, identifying risks and providing risk mitigation.

●Forecasted key account metrics, KPIs, and objectives.

●Onboarded clients from implementation to ongoing support.

●Interfaced with end users.

●Collaborate with network and database administrators on various projects

●Conduct data mapping efforts using XSLT transformation

●Handle a wide variety of activities related to database management

●Engage in troubleshooting and resolving database-related issues

●Performed Root-cause analysis to discover unknown technical issues.

●Hosted live webinar training to end-users for new product launches.

●Provided status updates to customers waiting on escalated issues.

Professional Experience

●DoorDash. Weber and Davis counties deliveries. 12/23 - present 20-30 hrs per week

●Cherokee Nation Federal - IRS 372 24th Street, Ogden, UT 84401 801-***-**** 07/2022 - 12/2022 Title: Clerk Supervisor: Trudy 801-***-**** Work 40 per week

●Maverik 4098 W 1975 N, Plain City, UT 84404 801-***-**** 08/2017 - 12/2018 Title: Operations Manager Supervisor Kristie Childs Worked 40 hours per week

●Unemployed 10/2015 - 08/2017 I separated and moved children and myself to Utah. Took time to get a place established.

●NorthBay Healthcare 1000 Nut Tree Rd, Vacaville, CA 95687 707-***-**** 10/2009-09/2015

●Title: Staffing/Scheduling Specialist Supervisor: Janice Ellis Worked 28.5 hours per week

●Target 3000 Harbison Dr, Vacaville, CA 95687 707-***-**** 07/2014 - 07/2015 Title: Cashier

●Supervisor: Shannon Guest Services Front End Worked 20 hours week

●Kum & Go 80 Anglers Way Steamboat Springs, CO 80487 970-***-**** 08/08 – 12/08

●Title: Sales Associate II Supervisor: Lance Poole Worked 16 hours per week

●Yampa Valley Housing Authority PO Box 774542 Steamboat Springs, CO 80477 970-***-****

●Title: Office Manager/Bookkeeper Supervisor: Donna Howell 4/08-8/08 Worked 40 per week

●TaxWorks 1265 Sportsplex Dr Kaysville UT 84037 801-***-**** 10/07- 02/08

●Title: Tech Support Agent Supervisor: Haven Davis Worked 40 hours per week

●University of Utah Hospital 127 S 500 E #127 SLC UT 84416 801-***-**** 10/06-01/07

● Title: Associate Accountant Supervisor: Janette Harvey Worked 40 hours per week

●Utah State Department of Health Bureau of Medicaid Operations

●288 N 1460 W PO Box 143106 Salt Lake City UT 84114-3106 801-***-****

●6/05-09/06 Title: Claims Technician Worked 40 hours per week

●Utah State Department of Education / CTE 250 E 500 S PO Box 14400 Salt Lake City UT 84114

●801-***-**** 11/04-03/05 Title: Secretary Worked 40 hours per week

●MBCI 1155 W 2300 N Salt Lake City, UT 84116 1-800-***-****

●03/03-04/04 Title: Order Entry / Backup Receptionist Worked 40 hours per week

●O’Brien Glass and Products 55 East 400 East Centerville, UT 84014

●801-***-**** 12/01 – 03/03 Supervisor: Lois O’Brien Title: OE/Purchaser Worked 40 hours per week

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