Customer Service Data Entry

Lagina Living

************@*****.*** 770-***-**** Marietta, GA

SUMMARY

Detail-oriented professional with 11 years of experience seeking Assistant role. Proven track record in customer service and administrative support, including data entry and managing customer interactions. Skilled in MS Office, Salesforce, and time management, with a strong ability to multitask and prioritize in fast-paced environments. WORK EXPERIENCE

Dollar General

Video Quality Control Technician Mar 2024 - Jan 2025

• Reviewed and audited video footage and stills to ensure adherence to workplace safety criteria.

• Recorded compliance observations and reported violations to management for corrective action.

• Validated corrective measures by revisiting footage to confirm resolution of reported issues. Columbia Sportswear

Customer Care Representative Sep 2023 - Feb 2024

• Provided exceptional customer service by effectively managing and resolving a high volume of inbound calls, emails, and Zendesk tickets, ensuring timely and satisfactory solutions to customer concerns.

• Identified and analyzed customer call trends, implementing strategies to address common issues and enhance overall service quality.

• Maintained accurate records of customer interactions and fostered strong relationships by adhering to communication guidelines and following up to ensure complete resolution of inquiries and complaints. UnitedHealth Care

Senior Customer Service Representative Mar 2022 - Aug 2023

• Delivered comprehensive customer service by resolving inquiries related to clinical, financial, and behavioral support, as well as claims inquiries.

• Managed a high volume of inbound calls daily, providing assistance for health, dental, vision, and pharmacy plans, and facilitated connections with care providers for appointment scheduling.

• Served as the primary contact for designated national or key account insurance plans, resolving issues related to benefits, eligibility, claims, and financial accounts.

• Educated members on managing their health and wellness through effective use of online platforms and applications, achieving performance goals in effectiveness, efficiency, call quality, and member satisfaction. The Ettain Group

Preboarding Oct 2021 - Feb 2022

• Processed and entered new hire information into Lawson, ensuring the confidentiality and accuracy of HR files.

• Evaluated background check reports and drug screening results, ensuring compliance with company policies using PreCheck and Labcorp systems.

• Completed and confirmed onboarding requirements and clearance processes for contractors, utilizing SAP for detailed data logging and information management.

Wipro Atlanta, GA

Service Desk Administrator Dec 2018 - Jul 2020

• Managed ticketing and monitoring processes using DigitalHub, including ticket creation, modification, and assignment to resolver groups, ensuring adherence to service level agreements (SLAs) and improving customer satisfaction scores (CSATs).

• Conducted preliminary analysis of alerts, incidents, and service requests, utilized the knowledge base to enhance first call resolution (FCR), and collaborated with senior team members for complex issue resolution.

• Executed user account management tasks, performed system administration, and managed incidents, problems, changes, and configurations, while independently handling issues and contributing to service improvement and automation initiatives.

Vonage Business Atlanta, GA

Customer Care Rep/Porting Specialist Dec 2014 - Dec 2018

• Managed customer interactions efficiently in a challenging call center environment, resolving issues and documenting outcomes accurately.

• Enhanced call center operations by effectively addressing customer complaints and referring unresolved issues to appropriate departments.

• Utilized SalesForce to log customer interactions and facilitate communication with team members. AppleOne Dunwoody, GA

External Service Desk Specialist Sep 2013 - Dec 2014

• Conducted installation and executed minor repairs for hardware, software, and peripheral equipment, adhering to design and installation specifications.

• Maintained comprehensive records of daily data communication transactions, including problems, remedial actions, and installation activities, while resolving user inquiries related to computer software and hardware operations.

Production Operator Mar 2013 - Aug 2014

• Operated and monitored production equipment, making routine decisions based on quality standards and addressing minor machine issues as needed.

• Managed document processing tasks, including inserting documents into envelopes, tagging plastic carriers, and preparing mail for expedited delivery.

State Farm Dunwoody, GA

Inbound Quote and Bind Rep. Feb 2013 - Mar 2013

• Exceeded monthly sales, service, and quality objectives by establishing new customer accounts, providing detailed insurance program information, and organizing customer documents for agent execution.

• Resolved customer issues, maintained quality control and satisfaction records, and achieved a 95% issued binds rate, earning multiple awards for accuracy.

CCI, Inc. Norcross, GA

Apple Advisor Jun 2012 - Feb 2013

• Delivered high-quality technical support for Apple products, effectively diagnosing and resolving customer issues through advanced troubleshooting techniques.

• Fostered strong relationships with customers and colleagues, ensuring a positive support experience and contributing to team cohesion.

EDUCATION

Georgia Perimeter College

Business Administration, Business Administration

Covington, GA

2012

Georgia Tech University

Business Office Professional Certificate, Business Office Professional Atlanta, GA

Mar 2004

SKILLS

Avaya • Solomon Accounting Dynamics • Quick Books • Sap • As 400 • JD Edwards • Peachtree Accounting • Banner

• MS Office Office 365 • Airwatch • Lotus Suite • Windows 10 • Salesforce • QuickBooks 2021 • Iset • Data Entry • A10 Key (11000 Kph) • Typing 55 WPM • Excellent Customer Service • Detailed and Time Oriented • Exceptional Teamwork • Exemplary Time Management • Troubleshooting • Resourceful

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