Customer Service Data Entry

Sandra Heard

Ramblewood Circle

Decatur Georgia, 30035

404-***-**** / **************@*****.***

Customer Service Representative – Process Associate, Data Entry Clerk

Over twenty-five years’ Experience in customer service including order entry, client

relations, and general office support. Professional in work habits and appearance.

Reliable with a verifiable record of punctuality and low absenteeism. Self –Starter with

excellent phone skills.

Computer Skills & Assets

Microsoft Word, Excel, Outlook, Power Point, AS/400, L-Pics, Temps Plus, Kip Scanner

7200.

Professional Experience

Gainwell Technologies Tucker Georgia Customer Support Senior Assistant 2023-presently

I contributed my skills to harness the power of technology to help clients improve health and wellbeing of the members we serve. A community most vulnerable.

Answer telephones and responds to basic customer questions for Medicaid and/ or forward to appropriate departments consistently utilizing knowledge and expertise on insurance health care.

Strong problem-solving skills with an emphasis or written and oral communication to respond to inquiries professionally.

Strong customer service skills ability to understand my role on a team and identify the correct stake holders to consult to resolve member inquires.

Strong critical thinking skills to bring inquires to effective resolution or Special request escalation.

Process calls in a manner that ensures service level agreement are met or exceeded.

Effective navigation thru system panel to supply correct information.

Adhere to clients SLA and consistently meet production targets.

Infosys bpm Atlanta, Georgia Process Associate- Customer Service 2020-2023

Trained to execute transactions as per prescribed guidelines and timelines, review and validate the inputs from other team members, support manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms . I am Driven in giving knowledge and my goal is to find ways for the borrower to become current on their mortgage according to the guidelines of their investors. Noted for working hard in multi-tasking while supplying the most recent SAQ per company policy. Working virtually, I mastered listening attentively and maintaining the awareness of ever-changing regulations and policies for mortgage investors and employers. Trained to troubleshoot VPN and work on complex IT problem solving as I navigate to educate and provide the borrower options to prevent foreclosure and not limited to SII, Payoff etc.

While working virtually, I am consistent in troubleshooting Jabra headset and amazon

connect to maintain production.

Responsibilities may include but are not limited to:

• Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model.

• Minimize risk through consistent and accurate application of Bank, investor, insurer and regulatory guidelines in relation to default processes.

• Provide guidance and direction to assist clients in completing their Mortgage Assistance Application and coding loans following policy and protocol per investor

• Notify and educate clients of all Investor /Insurer programs available while informing of the decision process.

• Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) and auxiliary systems.

• Monitor and perform frequent follow-up with clients to ensure the best execution of the appropriate workout and successful in consistently achieving 100% quality

• Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes.

• Enhance personal and professional growth through completion of mandatory training courses within the given time frame, as well as voluntary training and education related to job function or areas of interest.

Wipro Atlanta, Georgia Customer Service Operator 2016-2020

• Scheduled appointments and maintaining open communication with geek squad and third party service provider (e.g., service/installation, repairs and deliveries)

• Process order for consultation in customizing home theater. Able to communicate the options and knowing the product and services available to the customer and supplying the wants to the consultant.

• Troubleshoot equipment issues T.V sound bar etc. by Maintaining accurate knowledge of the product and for EDI as it changes.,

• Source or facilitate replacement and pick up of damaged deliveries and ensure the customers ease while handling each call with the highest degree of professionalism.

• Trained for phone etiquette, maintaining call flow, de-escalation, and follow up in a timely manner to customers using the database tools and documenting detailed synopsis for resolution.

Precision Employment Group. Atlanta, Georgia Staffing CoOrdinator 2015-2016

Experienced Staffing coordinator who screens potential employees to maintain

appropriate staffing for optimal efficiency. Dedicated to supplying clients with qualified

employees in a timely manner. Driven to maintaining a strong personnel team with a

commitment to efficiency, strategic planning and creating a positive work environment.

• Mature, dependable and self-motivated

• Organization and management of all personnel records.

• Working in Temps Plus to document and maintain accurate employees’ status as

needed, including but not limited to ensuring all employee are on work order with correct

pay rate /bill rate.

• Communicate with the branch manager regularly on issues and concerns as they arise.

• Recording and filing all documentation and ensuring that all policies and procedures are

being followed. “ Also able to work virtual on this job “

• Entered hours for payroll, issues rapid pay card, and set up direct deposit

• Followed procedure for I-9 verification and drug screenings.

Jewish Family& Career Ser. Atlanta, Georgia Direct Support Pro. 2009-

2015

Work with individuals with developmental disabilities to provide them with the necessary

training and work skill for employment. Continue to establish and maintain each client’s

goals by reporting on them daily in the client’s case notes.

• Provide training and support to Team works clients as needed, including but not limited

to organization, and planning.

• Communicate with coworkers and other staff regularly on client progress, issues and

concerns as they arise.

• Record and file written documentation of progress and case notes as outlined in the

individual service or action plans of each client.

• Responsible for goal tracking, entering attendance, communication logs and other needed

documentation. (Microsoft excel spreadsheet)

Leggett & Platt Atlanta, Georgia Production Control Clerk 2008-2007

Worked with diverse individuals to assess needs and provide essential job support.

Researched and resolved various problems involving packing, shipping, and created paint

scheduled using Microsoft excel.

• Established and maintained a paint and pack spreadsheet for inventory control.

• Generated all warehouse work orders using L-Pics systems.

• Created, verified, and printed the work order packets for production.

• Reorganized filing system enabling staff to retrieve information more easily.

Reed Construction Data (Randstad) Norcross, Georgia Scanner 2006-2005

Scanned plans through the Kip scanner for customer bids. Placed plans in the system’s

archives, accessed the tracking numbers for any customer issues, and used quality control

check sheet to maintain accuracy.

• Worked with Fed-X system for tracking issues and locations of loss materials.

• Assorted plans for accurate instruction information

• Expedite priority orders (e, g, distributor products plans and blueprints) following company process to ensure customer satisfaction.

Parmalat Dairies Atlanta, Georgia Customer Service / Route Settlement 2005-2002

Provided Management with spreadsheets for scheduled milk deliveries and pick-ups.

Maintained a speed sheet for employees’ hours worked. Followed format in AS/400 to

resolve issues with missed shipments and reschedule milk deliveries. Kept records of

work completed and maintained inspection check sheet for route driver.

• Entered data in the AS/400 for Branches and Distributor’s load adjusts.

• Administered the load sheets for Route drivers daily for adjustments to milk orders.

• Received calls for all metro routes, and corrected order discrepancies.

• Settled School routes daily, (sales vs. money received).

• Compiled, sorted and verified accuracy of data to be entered.

• Assisted the switchboard operator for lunch.

Recognized by management for a positive attitude and willingness to go beyond the

requirements of the job.

C.R. Bard Covington, Georgia Data Entry Clerk 2002-2000

Entered data for moving inventory to and from Distribution departments, Keyed billing

information for division shipments, prepared paperwork for outbound shipments to

Distribution centers. Scheduled shipments pick-ups, and prepared bill of lading etc.

• Maintained and updated Distribution files.

• Collected and distributed reports from distribution lines to perform quality checks and

quality analysis.

Harland Conyers, Georgia Customer Service / Returns Clerk 2000-1995

Contacted Customer to resolve problems with check orders. Processed and tracked

information on checks new orders and reorders

• Updated the system of check orders, changes, and resolutions.

• Received inbound calls for checks discrepancies.

• Compared data entered with source documents for quality control, and re-entered data

from verified format.

Education Newton County High School, Perimeter College

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