Customer Service Representative
Resume:
Dawn Smith
Tallahassee, FL *****
********@*****.***
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative
Insight Global (Georgia Power)-Remote
April 2024 to December 2024
Inbound calls assisting with Outages, Billing/Collections, password reset, etc Customer Service Associate
Exela Technologies
April 2020 to June 2023
• Perform various Mail Center activities (sorting, metering, folding, inserting, delivery, pickup, etc.)
• Lift heavy boxes, files or paper when needed
• Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude
• Demonstrate flexibility in satisfying customer demands in a high volume, production environment
• Consistently adhere to business procedure guidelines * Adhere to all safety procedures
• Take direction from supervisor or site manager
• Maintain all logs and reporting documentation; attention to detail
• Participate in cross-training and perform other duties as assigned (Filing, outgoing shipments, etc)
• Operating mailing, copy or scanning equipment
• Shipping & Receiving
• Handle time-sensitive material like confidential, urgent packages
• Perform other tasks as assigned
• Scanning incoming mail to recipients
• Perform file purges and pulls
• Create files and ship files
• Provide backfill when needed
• Enter information daily into spreadsheets
• Identify charges and match them to billing
• Sort and deliver mail, small/large packages
Document Prep Specialist
Image API ( Kelly Svcs)-Tallahassee, FL
November 2019 to February 2020
Prepare documentation to be scanned into database, sorting and inserting mail Shipping/Receiving
Customer Service Representative
Continuum Global Solutions-Tallahassee, FL
June 2019 to September 2019
Inbound Customer Svc Rep
• Handles billing, enrollment, claims, and benefits for Medicare members. Data Loading Agent
Wipro (United Healthcare)-Atlanta, GA
April 2018 to November 2018
Uploaded demographic and contractual healthcare information for United Healthcare. Interpreted data, analyzed results using statistical techniques. Acquired data from primary or secondary data sources and maintained databases.
• Data Entry
• Medical Terminology
Sr Loan Representative
OneLoanPlace-Tallahassee, FL
July 2017 to December 2017
Educate clients about their current financial situation and the tools available to improve their credit standing
Refer clients to lenders, Debt Consolidation, and/or Credit Repair Assist clients through our system and make recommendations based on their unique needs and goals Housekeeper/Front Desk
Hampton by Hilton-Belleview, FL
December 2016 to June 2017
Front desk agent- I was the first point of contact with guests and handled all stages of a guest's stay. My typical day as a hotel front desk agent involved registering/booking guests in and out of their rooms, while accommodating any special requests.
Housekeeper- Performed a variety of cleaning activities such as sweeping, mopping, dusting and polishing. Ensured all rooms are cared for and inspected according to standards upon check in and check out.
OPS Corporate Doc/Elect Records Examiner
FLORIDA DEPARTMENT OF AGRICULTURE AND CONSUMER SERVICES DIVISION OF LICENSING-Tallahassee, FL
November 2015 to November 2016
Received incoming calls in regard to applications, fees, fingerprint cards, training documents and other related information to determine compliance with statutory requirements. Position had to assure the applicant is in compliance with Florida and federal laws and regulations. Reviewed reports, fingerprint analyses and other associated documents to determine the appropriate action relative to the continued processing of an application.
Performed appropriate data entry transaction to maintain records and statistics using a complex interactive computer database, specifically, the Electronic Document Management System (EDMS). Interfaced verbally with applicants.Provided applicants personal guidance regarding the application process. Provided assistance to the division’s legal staff, Bureau of Regulation and Enforcement, as well as the general public.
Skills Used
•Knowledge of the principles and techniques of effective communication.
•Ability to review data for accuracy and completeness.
•Ability to communicate effectively.
•Ability to establish and maintain effective working relationships with others.
•Knowledge of basic computer operations.
•Knowledge of Chapter 493 and section 790.06, FS.
Client Service Rep
Collabera (Xerox)-Tallahassee, FL
February 2014 to August 2014
Responsibilities
Provided prompt, professional customer service for FECA following specific guidelines on customer service or call center procedures.
· Answered calls from customers or prospective customers to explain services available, correct errors or to provide information, processed orders, developed leads or sold existing products or services.
· Assigned product or service issues to the appropriate senior representative or management personnel.
·Ensured that problems were promptly addressed, documented and rectified accurately and on time with the proper follow-up and professional customer service.
·Used a computerized system, responded to customer inquiries in a call center environment. · Responded to telephone inquiries and complaints using standard scripts and procedures.
· Gathered information, researches/resolves inquiries and logs customer calls.
· Communicated appropriate options for resolution in a timely manner.
· Informed customers about services available and assesses customer needs. Enrollment Specialist
Action Financial-Tallahassee, FL
February 2013 to February 2014
Responsibilities
Answered inbound calls to assist clients with information on consolidation of their federal student loans.
•Enrolled clients in the programs that they qualified for. Skills Used
Data entry, multi-phone line and knowledge of all federal student loans through the Dept of Education Sales Associate/Customer Service Rep
Florida State Bookstore-Tallahassee, FL
July 2012 to September 2012
Assisted Customers with Book purchases
* Schedule Refunds for Customers
* Processed credit, cash, and Financial Aid transactions
* Stocked Shelving, Revised Book Entries, Completed Daily Transaction Logs
*Temporary position; Currently on the On Call schedule* Customer Service Representative
ACS/MMC Temporary Services-Tallahassee, FL
May 2011 to September 2011
Worked the In Bound Call Center
* Assisted Customers with Pepco Hurricane Call Center by giving them Information, Outreach Tools, and Directory Assistance
* Took In Bound calls for Unemployment Claims and Payment Information
* Took In Bound calls for Child Support Claims, Payments Overages, and Payment Dates
*Position was Temporary; Hired for Hurricane Calls Officially* Payroll Specialist
Convergys
May 2005 to December 2005
Answered In Bound Calls for Instructions on Time Off, Time Submittal, and Time Entries
* Processed Payroll for All State Agencies through Florida
* Processed Direct Deposit transaction forms
* Instructed employees on How to Input time, leave Requests and Pay Upgrade statuses
* Attended how To Trainings' for On the Job needs
*Any breaks in employment are either in conjunction with being Unemployed, Maternity Leave, and Attending School Full Time*
Education
Certification in Phlebotomy
Lively Technical Center - Tallahassee, FL
April 2009 to May 2009
75 credit hours in General Studies
Florida A&M University
June 2001 to 2004
High school diploma
James Rickards High School
August 1997 to May 2001
Skills
• Caregiver- Stroke victim includes assisting in everyday living activities (2 years)
• Call Center
• Customer Service
• Customer Care
• CSR
• Customer Support
• Heavy Lifting
• Customer service
• Cash handling
• Payroll
• Medical terminology
• Databases
• Sales
• Statistics
• Time management
• Communication skills
• Phone etiquette
• Driving
• Microsoft Office
• Microsoft Excel
• Organizational skills
Certifications and Licenses
Phlebotomy
May 2009 to Present
Driver's License
February 2024 to February 2032
Certified Phlebotomy Technician
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