Call Center Referral Coordinator

VANESSA GRIFFIN-CLAY

Conroe, Texas

Summary:

Professional candidate with Administrative Support, Accounts Payable, Customer Service for Call Center Operations and Mail Room Experience.

Past Responsibilities included answering phones, scanning and imaging documents, sorting and distributing mail using large machinery.

Strongly desire a full-time job and available immediately.

Software: Microsoft Office (Excel, PowerPoint, Outlook, Word) SharePoint DB, Lotus Notes, ProPresenter5, Medisoft, Logician/Centricity, and eClinicalWorks, Nitro Pro 10, CapturePerfect, NextImage, Ultimatix, IPro CPUConnectPro, DVS, PeopeNet, Genesys Workforce Management, Dynamics 365, BDX, SoftPro Software

Nexeo Solutions Software, Oracle, Pidgin, WFO, FastUI, Kronos, Litmos, TTECHU, Cisco Finesse, Cisco Jabbar, Encompass, Google Drive, Softphone, Five9, PennyPhone connection, Telephony Account Extension, Client Agent Cloud Performance (monitoring calls as manager/supervisor), PNMAC Directory, WestVM/CloseCorp (obtain and submit documents, scheduled signings), VA-Loan Guaranty, Flowscape (request CDs), Zoom, Join, Chat (group & personal).

Machines: Fujitsu Image scanner fi-5750C, Pitney Bowes DM500 series mail meter, DM525 & DM575 Digital mailing system, Pitney Bowes 1E03 Model J600 e-Certified Scanner for postal services, McKesson software, AMP database, and RightFax database, Toshiba ISF-190BL, NISEI-FN1000, PS40, Toshiba ISGS-390, and 310, and MAIN- HP Small Firm Factor,, Plotters,, PaperStreamIP(TWAIN)-fi-6670d, HANNS-G Monitor, DELL Desktop, IPro CPUConnectPro, DVS, PeopeNet, Genesys Workforce Management, Ricoh Copier/Scanner, Portable Dell Laptop, Kingston SSD drive for ERT, Telekonnectors Headset, PCoIP processor, etc.

TRAINING-AFFORDABLE HOUSING PROVIDER 10/25/2014 – Current

Platinum Affordable Housing

Self-Employed (part-time) – Houston, Texas

Purchase houses to Rehab and/or clean and resell as is, networking with Realtors, Financial Institutions, and Experienced Brokers/Agents,

Attending Real Estate Investment training and

Obtaining a Real Estate license.

Keeping MS Excel Spreadsheets for Client contact information and changes

Professional Experience:

SolomonEdwards 10/26/2020-01/14/2021

PennyMac Home Loan Services

Closing Coordinator/Home Loan Specialists

Call Center/Inbound/Outbound calls where required for scheduled appointments.

Schedule closing appointments for borrowers and transferred calls to managers/loan officers where required.

Prepared settings and notes in Encompass system based on borrower’s request or needs as it pertains to his/her situation or loan status.

Used Excel conditioning spreadsheets for trouble shoot fatal issues post EarlyCheck for FannieMae or Mavent software (enables loan guidelines followed) during and after submitting loan documents to title company. Excel for VVOE (employment and Credit Sources for borrowers) to communicate to Managers and various departments about urgency to complete loans.

Created Templates with Company logo for header and footer in emails used.

TTEC-Commonwealth of Massachusetts 06/12/2020-09/29/20

Bank of America

Client Operations-CSR I

Call Center, Inbound/Outbound calls if call drops while assisting claimant

MS Outlook, Excel, and Word for notes

Assist client base in customer service claims

Transfer from tier 1 to tier 2 for additional services provided for claimants

Provided guidance in meeting claimant’s obligations in the application

Provided additional information when asked or required

National Oilwell Varco 11/22/2016 – 01/31/2020

Administrative Receptionist (contract)

Houston, Texas

Answer phones, issue and monitor log for badges

Organized engineer documents and created file folders, filing

Assisted with Projects for Engineers, Executive Admins. And HSE Manager on MS Word, MS Excel as well database entries.

Logged and kept file for storage

Scan and send invoices to accounting,

Office inventory, order supplies and PARKS coffee items, kitchen needs

Assist with audit confirmations and compliance, ISO Certifications online

Applications and process for VISA immigration for foreign travels

Conference room scheduling

ICON Consultants

Office Support/File Clerk (contract) 06/13/2018 – 8/29/2018

Sort, Alphabetize, and File all documents for employees, HR management, etc.

Reserved documents that required additional employee’s files

Expand files in cabinets for additional space

Purge files with Termination Notices and Resignation Letters for Active Determination.

Insight Global Services

Accounts Payable Clerk (contract) 02/12/2018 – 04/05/2018

Create, maintain and update spreadsheets daily for production issues and progress.

Enter invoice in BDX to begin or process purchase orders once goods are received and matched, processed for billing various companies

Purchase Orders (POs), Non-POs, US and Canada were processed.

Randstad @ AonHewitt 11/22/2016 – 12/01/2017

Administrative Customer Service Associate for Call CTR Operations (contract)

The Woodlands, Texas

Collect, transfer, escalate and assist participants in re-verifying and updating new dependent enrollment information and obtaining documents

Perform chats prior transferring calls

Providing Affidavits and other documents to satisfy employer’s request

E-fax/email documents as required for client eligibility

L.K. Jordan & Associates and Porsche 08/17/2015 - 11/11/2016

High Resolution File Clerk/Receptionist (contract)

LMG, Lockwood (contract) - AP/AR File Clerk

Houston, Texas

Answer and transfer calls

Operating high resolution document scanner

Scanning confidential documents for various Attorney offices

Opening Office Mail and date stamp

Separating invoices and P.O.s, delegating, filing, data entry

Filing client statements and preparing for audit

Added, Purged files where required and created labels

Printing invoices and Purchase Receipts from MS Outlook e-mail

Scanning AP records to email system for electronic retrieval

IT Trailblazers-G.E. Oil & Gas Services (contract) 12/09/2015 – 05/31/2016

Imaging/Administration Database Office Clerk

Houston, Texas

Retrieve files from file room, name and document file

Scan to CapturePerfect, transfer and convert files through Nitro Pro 10

Scan maps/drawings from plotter-files, number post conversion

Merge all files into one

Separate in daily or weekly file folders for reports

Adroit Partners-United Airlines (contract) 01/26/2015 - 09/25/2015

HR-Administrative Assistant

Houston, Texas

All work performed in Taleo, ESIQ and STAR, using MS Excel spreadsheets

Customer Service, FBI Rap Sheets, Background completions

Prepped FBI/Background, USPS, CHCP, and Applications for scanning

Document Scanning batches with labeled barcode placement separator

Retrieved information from various software to complete the hiring process

phoned employees, and filed post scanning, QC, verification and validation

Platinum Affordable Housing 10/2014 – Current

Administrative Real Estate Investor

Houston, Texas

Purchase houses to Rehab and/or clean and resell as is, networking with Realtors, Financial Institutions, and Experienced Brokers/Agents,

Currently attending Real Estate Investment trainings and in Buying, Selling, Foreclosures, FSBOs, Probates, Tax Foreclosures, Fix and Flip Wholesales

Obtaining Real Estate license.

Diversified Personnel 08/2014 – 10/2014

Office Support (contract)

Houston, Texas

Customer Service

Data Entry

Copying documents

Scanning and indexing

Filing, and phones

Keller Williams Realty 03/2013 – 8/2014

Salesperson Trainee

Katy, Texas

Completed a six-month course with The Texas Real Estate Institute at Austin Texas.

Now, a trainee for Salesperson license

Duties will be to secure residential and commercial property for sale or lease

Kelly Healthcare Services 06/2012 - 08/2012

Administrative Intake Coordinator (contract)

Houston, Texas

Scan documents to McKesson e-file, from AMP database,

Upload supportive documentation to patient files, attach and notate in chart.

Right-Faxed documents to physician offices after approval.

Customer service, phones, copying, and faxing.

Scan documents in AMP, and named for home nurse retrieval: Hospital admissions, home health clinical update, provided ancillary procedures, intake coordinators, for case and care managers.

Integrated Molding Solutions 04/2012-06/2012

Machine Operator (contract)

Houston, Texas

Assembled plastic molds in Toshiba ISF-190BL, NISEI-FN1000, PS40, Toshiba ISGS-390, and 310,

Applied computer components, and boxing molded computer components for shipping.

Monitored molding machines that included applying MAIN- HP Small Firm Factor

Attached and assembled fronts, and springs together using machine compression, and I cross-trained on all machines

Respiratory & Sleep Disorders Specialists 10/2011 - 02/2012

Document Scanner

The Woodlands, Texas

Calibrated and perform spirometry/ pulse oximetry, 3- & 5-minute walks for patients, print faxed forms and medication refills from database, copy, faxed, and eScribe med. refills

Appointments, texted physicians on hospital, as well home health issues and doctor-to-doctor calls to provide patient care.

Scanned and renamed all documents from database and assign to patient’s chart

Forwarded to EHR/physician’s desktop, name and assign to patient’s chart.

Retrieved patient test results from various hospital portals, and medical records

Tomball Regional Medical Center 01/2011-07/2011

Mailroom Clerk (contract)

Tomball, Texas

Labeled, scanned, and indexed files electronically for various accounting and finance reports.

Phones and covered the mail room for employee vacation relief and time off work

Assorted mail for Tomball hospital, postal mail pick-up and operated postage meter for all types of mail, e-certified mail online and general certified

Sorted regular mail for post office delivery.

Discover Financial Services 12/2010-01/2011

Administrative Clerk (contract)

Houston, Texas

Merged information from Discover/Pulse credit card statements via ERP System and Pulse network Gateway terminal,

Downloaded several accounts using PIX, Pulse Select, and Moneypass accounts

Prepared Excel spread sheets and updated.

Credit card numbers and data were transferred to a work list item, adjusting, reconciling, and balancing figures for accuracy in validation of records.

Family & Senior Medical 05/2010-11/2010

Administrative Medical Receptionist

Greeted patients, answer phones, copy insurance and ID, facsimile, scan documents,

Triaged phone calls, injections, schedule appointments, check-in and check-out appointments, insurance verification, daily receivables and posting, end of day report as needed

Prepared lab requisitions for Quest Diagnostic and Clinical Pathology Laboratories, test results, update office forms as required, correspondence letters, copy, mail and fax medical records, bank deposits, clean, stock supplies

Administered patient injections/venipunctures as needed

Corinthian College, Inc. 12/2008-05/2010

Administrative Medical Assisting Instructor

Lectures, hand outs and exams for medical assisting students,

Labs and personal computer (PC), instructing in: Phlebotomy, Injections, Sterile Techniques & Procedures, General Set-up & Preparations for Physician Assisting,

Occupational Safety and Health Administration (OSHA), Health Insurance Portability and Accountability Act (HIPAA), Microsoft Excel, Medisoft Advance (CIMO) (clinical software for family practice), Microsoft Word, Medical Transcription Techniques and Procedures,

Insurance Handbook Procedures, Keyboarding Pro-Shortcut software,

Two Minute Timed Typing, Instructing how to type essays, Professional Development Lectures, Mid-module advising, Student Counseling, PowerPoint Presentations,

Certified students in CPR/AED/First Aid as well OSHA, HIPAA Compliance and mock interviews.

Education:

University of Phoenix – Undergraduate,

BS IT / Information Systems Security

Houston Community College

GED

References:

Kryshel Thomas – Burnett Specialists Choice – Sr. Staffing Manager - 713- 358-1456

Tamara Bell – National Oilwell Varco – Executive Assistant/Manager – 281-***-****

Sasha Grogan – National Oilwell Varco – HR Manager – 713-***-****

Joanna Singletary – National Oilwell Varco – HR Manager – 346-***-****/713-***-****

ICON Consultants – Direct: 713-***-****

Payton Sachon – Insight Global – 713-***-****

Melissa Marbais – Burnett Specialists – 713-***-****

Danielle Kerr – National Oilwell Varco – HR Director – 832-***-****

Bernard Beltran –Randstad - 713-***-**** or 1-757-***-****

Sachin Lath –IT Trailblazers – Manager of Operations - 832-***-****

Bob – G.E. Oil & Gas Services – Support Engineer - 281-***-****

Carlos E. Moreno – Discover/Pulse – Operations Manager - 832-***-****

Sebrina Kilgore/Angelica Pitre - HR Managers

National Oilwell Varco – 832-***-****

Erica Amaya – Burnett Placement Specialists - 713-***-****

Jacob Martinez – MicroFocus/NetIQ/Novell – Facilities Manager – 713-***-****

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