Data Entry Customer Service

IYSHA L. EDMONDS

**** ********* *****, ***** ********, MD 20772 C: 240-***-**** ******************@*****.***

Core Strengths

Strong organizational skills

Mult-task management

Time Management

Sharp problem solver

Critical thinking

Scheduling

Customer service expert

Data entry

Active listening skills

Work Experience

Compliance Manager 2/24/24-2025

Crothal Health Care Washington DC

Maintain Joint Commission documents

Weekly meetings with senior hospital staff

Schedule contractors

Load completed documents on Team Doc

Complete contractor compliance tickets

Attended weekly safety meetings

Daily complianceMe checks

Planner Scheduler 12/2017-1/2024

J&J Worldwide Services Bethesda MD

Develop and coordinate the annual schedule

Review preventive maintenance tickets for proper completion and accuracy

Maintain and track performance metrics for each technician

Set up LOA (Letter of Authorization) for Subcontractors

Receive quotes for P.M Services on equipment.

Receive repair quotes from subcontractors

Revise contracts for subcontractors

Ensure technicians actions, including selections, assignments, training, time-off requests, recognition are completed properly and on time.

Responsible for work management, production and customer satisfaction in the PM Department:

Implement necessary (PM) department procedures to ensure quality and timely completion of all work in accordance with the requirements of the contract

Supervise the work process to perform the following: work reception, prioritization, coordination, scheduling, assignment, tracking, completion, data entry and other administrative duties:

Created a system to ensure the accuracy of the tickets are being completed by creating “Repair” tickets for Weekly, Monthly and Quarterly tickets needing additional time to complete. After “Repair” has been completed., attach the repair ticket to original ticket.

Monitor trends and initiate corrective actions to meet or exceed contract requirements and objectives established by the Program and Site Managers.

Made reasonable procedural exceptions to accommodate unusual customer requests.

Resolved customer questions, issues, and complaints.

Send out Calendar invites to ensure staff knows when assignments are being performed

Handle invoices from clients so they can receive payments

Track and load documents on company Share Drive

Maintain records on Joint Commission requirements

Work in a team environment while supporting and interacting with cross-functional teams

Utilize Share Drive, Outlook and MS Excel to maintain and update subcontract invoice files

Research and resolve subcontract invoicing issues with internal and external clients to ensure invoices are processed in a timely and accurately within the subcontract requirements.

Upon approval from team supervisor, interface with subcontractors to ensure proper subcontract invoice submittal.

Collect, input, and manage program data accurately and thoroughly

Assist with assigning Corrective Maintenance tickets

Set up technician training

Planner Scheduler 3/2015-12/2017

EMCOR Government Services Inc Bethesda MD

Prioritize, coordinate and schedule completion of preventives maintenance.

Track the number of preventive maintenances received, open and overdue and completed.

Develop and coordinate the annual schedule

Review preventive maintenance tickets for proper completion and accuracy. Inspect performance of work performed on ticket

provide technical assistance as needed

Maintain and track performance metrics for each technician

Establish and maintain enduring and lasting relationships with key customer representatives via email and phone:

Ensure accountability, control and security of all assigned property, material, tools, and equipment:

Ensure high state of housekeeping, maintenance and security of assigned facility.

Ensure technicians actions, including selections, assignments, training, time-off requests, recognition are completed properly and on time. Employees are treated fairly and equitable, adhering to the principles and concepts of the EEO Program:

Responsible for work management, production and customer satisfaction in the PM Department:

Implement necessary (PM) department procedures to ensure quality and timely completion of all work in accordance with the requirements of the contract

Supervise the work process to perform the following: work reception, prioritization, coordination, scheduling, assignment, tracking, completion, data entry and other administrative duties:

Monitor trends and initiate corrective actions to meet or exceed contract requirements and objectives established by the Program and Site Managers.

Service Order Dispatcher 03/2014-3/2015

EMCOR Government Services Inc. Washington, DC

Received facility maintenance service requests for a regional government contract.

Dispatched technicians on emergency calls.

Created service work orders in the Maximo computerized maintenance management system.

Provided comments and updates to open work orders.

Verified that information in the computer system was up-to-date and accurate.

Complied statistical information for special reports.

Prepared and submitted daily reports to management and government officials.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction

Customer Service Representative 12/2011-03/2014

EMCOR Government Services Inc. Bethesda, MD

Received facility maintenance service requests for a regional government contract.

Dispatched technicians on emergency calls.

Created work orders in the Maximo maintenance management system and dispatched technicians in a timely manner.

Coordinated daily with facility managers, customers, technicians and upper management to facilitate maintenance work in customer facilities.

Prioritize work to achieve client contractual performance standards.

Provided accurate and timely responses to customer inquiries.

Completed and filed work orders in numeric order.

Performed other duties as assigned.

Customer Service Representative 05/2005-02/2007

Walmart Bowie, MD

Greeted customers.

Processed merchandise returns and exchanges.

Communicated all merchandise needs or issues to appropriate supervisors.

Processed payroll and money gram requests.

Assisted customers with merchandise and store information.

Answered customer service line multi phone.

Recommended, selected and helped locate merchandise based on customer needs and desires.

Worked as a team member performing cashier duties, product assistance and cleaning.

Assisted in the remodel of the store.

Performed other duties as assigned

Merchandise Manager 10/2004-04/2012

Best Vending- DAR Constitution Hall Washington, DC

Created new processes and systems for increasing customer satisfaction.

Maintain adequate cash supply in cash drawer in multiple checkout stations.

Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.

Cross-trained and provided back up for customer service representatives when needed.

Worked as a team member performing cashier duties, product assistance and cleaning.

Designed and suggested new display ideas to improve accessibility to merchandise.

Managed quality communication, customer support and product representation for each client.

Assisted customers with product complaints.

Accurately managed cash, stock and inventory balances.

Communicated all merchandise needs or issues to appropriate supervisors.

Processed merchandise returns and exchanges.

Performed other duties as assigned

Education

Frederick Douglass High School June 2000

Upper Marlboro MD Diploma

Community College of Baltimore County (CCBC) June 2004

Baltimore MD Interior Design

Crofton Rehabilitation Center February 2007

Crofton, MD CNA/GNA

TRAINING

Generator Training

Water Treatment Training

Skills

Maintenance Connection

Team Doc

Computer Proficiency

Maximo CMMS

DMLSS Training/Certificate

Lotus Notes

Microsoft Suite

Type 55-65 wpm

10-key

Secret Clearance

CAC card

OSHA 10 Training (2013)

ASHE certificate

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