Call Center Data Entry

PROFESSIONAL SUMMARY

●Records Management & Data Entry Expertise: Managed and organized both digital and physical records across various industries, ensuring accurate document storage and retrieval in compliance with industry regulations.

●Customer Service & Issue Resolution: Provided exceptional customer service in high-volume environments, efficiently handling customer inquiries, resolving complaints, and processing transactions while maintaining service quality standards.

●Data Management & Reporting: Utilized Microsoft Office Suite, QuickBooks, and Salesforce to create and maintain spreadsheets, track performance metrics, and generate detailed reports, ensuring efficient data management and record-keeping.

●Clerical Duties & Document Verification: Performed clerical tasks including scanning, digitizing, and filing documents, ensuring the accuracy and completeness of information, particularly in high-stakes customer and financial records.

●Multitasking & Efficiency in High-Pressure Environments: Demonstrated the ability to juggle multiple responsibilities in fast-paced settings, optimizing workflows, managing call center operations, and processing payments securely.

●Accounting Terminology & Compliance Knowledge: Applied basic accounting principles and terminology to verify accuracy in invoices, purchase orders, and payments, ensuring alignment with company policies and compliance standards.

●Chicago Public School: Data entry and inter-personal skills along with Salesforce, Research Analyst, call center, case management, with a strong detailed understanding of communication.

●Centene Health: Call Center, Research Analyst, salesforce, case management, problem-solving, strong attention to detail.

PROFESSIONAL EXPERIENCE

The Permanent General Ins, Chicago, Illinois November 2022 to January 2025

Records Keeping / Customer Research Analyst

●Analyzed call center operations to identify areas for improvement in call handling and overall efficiency.

●Assisted in time management and data entry to optimize call center workflow and performance.

●Assessed call duration, identified potential customer service challenges, and evaluated how representatives handle calls from start to finish.

●Created and maintained spreadsheets to track key performance metrics such as AHT (Average Handle Time), workflow, ACW (After Call Work), and hold time for each representative.

●Developed and managed databases for storing customer research data, ensuring organization and easy access.

●Scanned and digitized documents for record-keeping purposes.

●Filed and reviewed incident reports, verifying the accuracy and completeness of all documents.

●Maintained and updated spreadsheets using QuickBooks, Salesforce, and Microsoft Office to ensure accurate record-keeping and efficient data management.

●Organized and maintained comprehensive records of customer research activities, including methodologies, sources, and results.

●Managed both digital and physical filing systems, ensuring documents were properly filed and easily accessible.

●Ensured compliance with industry standards and regulations for all record-keeping practices.

STERICYCLE (Forrest Solutions), Remote Contract August 2022 to November 2022

Research Analyst

●Research and investigate clients' portfolios to ensure the quality of their contracts and to ensure that they were being billed correctly, as well as to investigate any fraud in any accounts.

●Has done record keeping and organized digital and physical records to ensure easy

Forrest Solutions (Coinbase Inc), Remote, Contract September 2021 to August 2022

Quality Control Analyst

●Help clients understand our high-risk customers and assist us in identifying customers who pose a heightened risk of money laundering or criminal activity.

●This is achieved by subjecting high-risk customers to more rigorous review and verification checks as well as ongoing monitoring.

Centene Health, Remote September 2021 to April 2022

Call Center Supervisor

●Managed inbound customer calls, providing prompt and accurate assistance regarding health benefits.

●Addressed client inquiries with professionalism, ensuring clear communication and issue resolution.

●Provided detailed information on health benefits, coverage options, and eligibility requirements.

●Ensured client satisfaction by actively listening to concerns and offering effective solutions.

●Processed customer payments securely, maintaining accurate records of transactions.

●Utilized Microsoft Word to create and maintain client communication templates, ensuring consistent and professional correspondence.

Televista, Chicago, Illinois November 2022 to February 2022

Call Center Supervisor

●Managed a high-volume call flow, handling an average of 150 to 200 customer calls daily with professionalism and efficiency.

●Resolved customer complaints promptly, providing accurate information and solutions to enhance customer satisfaction.

●Processed customer payments securely, ensuring accurate transaction records and compliance with company policies.

●Consistently monitored customer interactions to maintain high service quality and customer satisfaction.

●Utilized Microsoft Excel to track call statistics, generate performance reports, and identify areas for service improvement.

Illinois Department of Employment Security (Premier Staffing), Chicago, Illinois March 2020 to November 2022

Claims Call Center Supervisor

●Assisted individuals in filing unemployment claims, providing clear guidance on eligibility criteria and submission procedures.

●Supervised a team of 15 agents, providing training, support, and performance monitoring to ensure service quality.

●Facilitated the certification of unemployment benefits, verifying claimant information for accuracy and compliance.

●Investigated and resolved fraud claims, collaborating with relevant departments to maintain program integrity.

●Utilized Microsoft Excel for tracking team performance metrics and generating reports for management review.

Chicago Public Schools, Chicago, Illinois, June 2019 to February 2020

Records Coordinator (Warehouse)

●Organized, filed, and maintained student and administrative records in both physical and digital formats.

●Retrieved and mailed former student records upon request, ensuring accuracy and compliance.

●Assisted in document preparation for filing, including sorting, labeling, and organizing records.

●Utilized Microsoft Excel for data management and record tracking, enhancing accuracy and efficiency.

●Operated barcode scanning technology and forklifts to manage inventory and transport records within the warehouse.

●Updated and managed records in electronic databases, maintaining data accuracy and completeness.

●Archived records by retention schedules and institutional policies.

University of Illinois at Chicago, Chicago, Illinois, March 2019 to June 2019

Food Prep Cook

●Help prepare meals for the patients of the hospital

●Helped deliver the food to the patients

●Made sure kitchen and utensils were cleaned and properly placed before leaving

University of Illinois, Chicago, Illinois, November 2018 to March 2019

Parking Liaison

●Enforced proper ticketing of vehicles to ensure compliance with parking regulations.

●Managed and directed traffic flow to maintain safety and optimize efficiency.

●Supervised client services in the hospital, ensuring prompt and effective assistance.

●Utilized various Microsoft Office tools (Excel for tracking, Word for documentation, and Outlook for communication) to maintain organized records and coordinate tasks.

Loyola University, Chicago, Illinois, June 2017 to December 2018

Record/ Document Specialist /Financial Analyst

●Managed accounts payable, including creating invoices and tracking receipts.

●Documented payments and receipts alongside invoices for accurate financial records.

●Updated and maintained records in electronic databases, ensuring data accuracy and completeness.

●Utilized Microsoft Office to generate reports on financial performance, budget adherence, and key metrics.

●Organized, filed, and maintained financial records, both physical and digital, for secure access.

●Assisted staff and faculty in retrieving records, ensuring proper authorization protocols.

DTE Energy, Chicago, Illinois December 2016 to May 2017

Call Center Supervisor

●Supervised a high-volume call center, managing an average of 150-200 customer calls daily.

●Resolved customer complaints efficiently, ensuring high levels of customer satisfaction.

●Processed customer payments and managed enrollment or disenrollment for DTE utility services.

●Monitored call flow and maintained service quality standards to enhance customer experience.

●Collaborated with team members to ensure compliance with company policies and procedures.

University of Chicago, Chicago, Illinois, July 2015 to November 2016

Surveyor

●Assisted in designing and conducting surveys, ensuring accurate data collection.

●Processed payments for survey participants using QuickBooks and Microsoft Office.

●Maintained detailed records of survey responses and payment transactions.

●Collaborated with team members to ensure efficient survey administration.

●Analyzed survey data to identify trends and improve data accuracy.

EDUCATION

University Of Arkansas, Grantham, Lenexa, Kansas 2025

●A.A in Paralegal Studies

Lewis University, Romeoville, IL 1999

●B.A in Business Administration/Philosophy

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