Customer Service Call Center Support Data Analytst Administrativ Vn

Monika

Raezer

Data Analyst/Call Center Support

Email **************@*****.***

Address Philadelphia, PA 19135 USA

Phone 267-***-****

SUMMARY

EXPERIENCE

Fort Washington, PA

Jul 2025 - Sep 2025

Call Center Specialist

Employnet/Cubic Transportation Systems

Contract Job -

Philadelphia, PA

Jun 2024 - Nov 2024

Call Center Specialist (Required to

Maintain a State of Pennsylvania License

of Property and Casualty Insurance) a

Fair Trade Outsourcing

Horsham, PA

Oct 2019 - Jun 2024

DOD DDRP (Defense Demand Reduction

Program) Drug Observer for the 111th

Attack Wing and the 201st REDHORSE

Squadrons

Loyal Source Government Services

Federal Government Contractor for the US Air Force National Guard.

Maintained Federal Security Clearance.

Blue Bell, PA

Feb 2024 - Sep 2024

Call Center Specialist

Axion Contact

Contract Position for the State of New York Welfare Department for a Medicaid Provider - Metro Health

Plus Claimants/Patients that Resided inside the 5

Boroughs of New York City - Manhattan, Queens,

Staten Island, Brooklyn, Bronx.

Verbatim Hearing Recorder

Stratcomminc (Federal Government Contractor) for the US Department of Social Security Administration's Office of Disability Adjudication and Review (ODAR).

Federal Government Contractor Job with Federal

Government Security Clearance - Confidential and

Secret Clearance Level. A 1099 Contractor Position. Activity Aide Coordinator

Acella Nursing and Rehabilitation Faciility

Grocery Stock Scan

Coordinator//Customer Service Manager

The Fresh Market Grocery Store

Wynnewood, PA

Jan 2018 - Jul 2019

Guest Service Amabassador / Meeter and

Greeter for Main Line Health - Lankenau

Hospital Heart Pavillion

Towne Park/Main Line Health - Lankenau Hospital

BJ's Stoes: Morton, PA; Downingtown, PA; Oaks, PA; Conshohocken, PA and Philadelphia, PA

Nov 2010 - Oct 2016

Brand Ambassador for Food and Other

Products -Sales and Marketing

Advantage Sales and Marketing Solutions

Performed this Marketing Abilities and Sales Abilities for BJ'S Stores - Morton, PA; Conshohocken, PA;

Philadelphia, PA; Oaks, PA; Downingtown, PA.

Malvern, PA

May 2022 - Sep 2022

Data Analyst for IKC (Intensive Kidney

Care)

IDR-Inc/DaVita Village Health (IKC) Intensive Kidney Care

Contract Job for DaVita Village Health for Intensive Kidney Care (IKC). As DaVita Village Health - is part of DaVita Integrated Kidney Care. DaVita Village

Health is the largest Kidney Care Provider in the

United States. it offers Comprehensive Chronic

Kidney Care Management for Patients Diagnosed

with Kidney Disease, and also Supports Patients in Early stages of Chronic Kidney Disease and

transitioning seeking Dialysis or Kidney Transplant. It Focuses on Personalized Care and Coordinates

Care to Help Patients Manage their Health

effectively.

Upper Darby, PA

Jun 2016 - Jun 2024

English - ESL (English as a Second

Language Instructor)

Privately - Student's Private Residence in Upper Darby, PA Taught Privately English (ESL) to an Adult Chinese Native who only spoke Mandarin initially. Privately in their Residence in Upper Darby, Pennsylvania.

Taught this Adult Chinese Student - did not get

Paid/Volunteered.

East Norriton, PA

Customer Service/Cashier/Sales Associate

AC Moore - East Norriton, PA Store3

Performed these Duties as a Cashier/Sales

Associate/Customer Service Representative/Stocker

for the AC Moore Store - East Norriton, PA worked

at this Store Right Before and During the Covid-19 Epidemic Pandemic. AC Moore Stores were going

out of Business throughout this Period. This

Particular Store Closed Permanently on 21 March

2020.

Pottstown, PA

Feb 2014 - Feb 2025

Front Desk Hotel Manager

Quality Inn

Packer

Pro Star Packaging

Mount Joy, PA

Stone Grinder/Quality Control

DONSCO - Mount Joy

Tier 1 DSO CSR DMDC/DEERS Call

Support Center - Call Center Specialist

Inspiritec

Federal Government Contractor Job with Federal

Government Security Clearances. Remote Job

throughout the Covid 19 Pandemic Period.

Horsham, PA3

Jun 2024 - Sep 2025

DOD DDRP Drug Observer

Koniag Government Services/Arluk Technologies

Federal Government Contract Job for the US Air

Force National Guard Base Biddle with the 111th

Attack Wing and the 201st REDHORSE Squadron.

Maintained a Federal Government Security

Clearance. * Job as of September 6th 2025 was no

longer a Federal Government Contract Position (as

of that Date and going Forward - it went back to the US Air Force National Guard and they are handling

these Tasks now).

EDUCATION

Certification in Dental Assistant/Dental

Radiology

Harris School of Business

Oct 2008 - Oct 2008

Non - Degree/Certificate - Technical

Writer

Delaware County Community College

- Oct 2008

Non - Degree/Certificate - ESL Teacher

Delaware County Community College

Feb 1992 - Sep 1994

Associates Degree - Electrical

Engineering

RETS

Jan 1990 - Oct 1992

Associates Degree - Computer Science/IT

Computer Learning Center

Sep 1982 - Jun 1984

Diploma - Business Data Processing

Marple Vocational Technical School

Sep 1980 - Jun 1984

High School Diploma

Upper Darby High School

SKILLS LANGUAGES

ENGLISH (US) FLUENT

GERMAN FLUENT

Proactive, customer-orientated retail professional with over 4 years of experience in reputable shops. Received 3

‘Passion Awards’ for delivering outstanding service and have consistently surpassed my target KPIs for mystery shoppers.

Dedicated call center specialist with over 5 years of experience in customer service and support.

•

Proficient in handling high call volumes while

maintaining excellent customer satisfaction

ratings.

•

Skilled in troubleshooting and resolving customer

issues with a focus on first-call resolution.

•

Experienced in using CRM software to track

customer interactions and feedback for

continuous improvement.

•

Strong verbal communication skills with a friendly and professional demeanor.

•

Able to work collaboratively in team environments

while also excelling in individual performance

metrics.

•

Equipped with the ability to adapt to new

technologies and procedures quickly.

•

Committed to ongoing professional development

to enhance service delivery and customer

engagement.

•

Dedicated Customer Service Support with over 25

+ years of experience

•

Dynamic Call Center Specialist with extensive

experience in customer service and support.

•

Possessing a valid Pennsylvania Property and

Casualty Insurance license that enhances service

delivery.

•

Proficient in handling a high volume of inbound

and outbound calls while ensuring customer

satisfaction.

•

• Maintained Calls of about 300 Calls Per Shift.

Skilled in conflict resolution and problem-solving to address customer inquiries effectively.

•

Experienced in using CRM systems to track

customer interactions and optimize service

processes.

•

Demonstrated ability to meet and exceed

performance goals in a fast-paced environment.

•

Committed to continuous professional

development and staying updated on industry

regulations.

•

Strong communication and interpersonal skills

fostering positive relationships with clients and

teammates.

•

Dedicated professional with extensive experience

in the Defense Demand Reduction Program

(DDRP), skilled in drug observation and

enforcement strategies.

•

Proven ability to collaborate with military

personnel to enhance drug policy compliance and

promote a drug-free environment.

•

Highly skilled Drug Observer with extensive

experience in the Defense Demand Reduction

Program focused on drug prevention and

intervention strategies.

•

Committed to maintaining high standards of

professionalism and confidentiality while handling sensitive information related to drug use and

abuse.

•

Skilled in utilizing data-driven approaches to

assess the effectiveness of drug prevention

programs and inform future strategies.

•

Dedicated advocate for the health and well-being

of service members, fostering a culture of

responsibility and awareness regarding substance

use.

•

Dedicated Call Center Specialist with over 25 years

+ of experience in delivering exceptional customer service and support.

•

Proficient in handling a high volume of inbound

and outbound calls while maintaining

professionalism and efficiency.

•

Skilled in utilizing CRM software to track

interactions and enhance customer satisfaction

during every contact.

•

Adept at identifying customer needs and offering

appropriate solutions, resulting in improved

customer retention rates.

•

Strong communicator with excellent listening

skills, ensuring a clear understanding of customer inquiries.

•

Trained in conflict resolution techniques,

successfully diffusing challenging situations to

maintain customer loyalty.

•

Recognized for consistently achieving and

surpassing performance metrics, including call

quality and customer satisfaction scores.

•

Committed to continuous learning and

development to stay updated with industry trends

and best practices.

•

Detail-oriented Verbatim Hearing Recorder with

extensive experience in accurately transcribing

legal proceedings.

•

Proficient in using stenographic equipment and

software to provide precise court transcripts.

•

Strong understanding of legal terminology and

procedures, ensuring compliance with judicial

standards.

•

Skilled in maintaining confidentiality and the

integrity of sensitive information during recording processes.

•

Capable of managing multiple cases

simultaneously while adhering to strict deadlines.

•

Excellent listening and concentration skills,

resulting in high levels of accuracy in

transcriptions.

•

Well-versed in editing and proofreading

transcripts to guarantee clarity and precision.

•

Committed to continuous professional

development and staying updated with the latest

industry advancements.

•

Dedicated Activity Aide Coordinator with in

enhancing the quality of life for individuals in care facility.

•

Proficient in developing and implementing

engaging recreational programs tailored to the

unique needs of residents.

•

Skilled in fostering strong relationships with

residents, families, and staff to create a supportive community atmosphere.

•

Experienced in conducting assessments to

determine individual interests and abilities for

personalized programming.

•

Able to lead and motivate teams of volunteers and

junior staff to execute successful activities and

events.

•

Strong organizational skills with a keen attention to detail, ensuring all activities run smoothly and safely.

•

Commitment to promoting physical, emotional,

and social well-being through diverse and

inclusive programming.

•

Passionate about advocating for residents' rights

and preferences in leisure activities, boosting

community participation.

•

Dedicated Grocery Stock Scan Coordinator with

over 20 years of experience ensuring optimal

inventory levels and product availability for

customers.

•

Proven track record of leading cross-functional

teams to enhance productivity and meet project

deadlines consistently.

•

Exceptional ability to train staff on best practices and new systems, resulting in improved team

performance.

•

Experienced Grocery Stock Scan Coordinator with

a proven track record in inventory management

and product placement.

•

Highly skilled in analyzing stock data to ensure

optimal shelf organization and product

availability.

•

Expert in coordinating with suppliers to maintain

timely restocking and reduce out-of-stock

scenarios.

•

Strong leadership abilities, overseeing a team of

stock clerks to ensure efficient inventory processes.

•

Proficient in utilizing software tools for stock

scanning and inventory tracking to streamline

operations.

•

Proficient in utilizing advanced inventory

management systems to streamline stock

processes and enhance customer satisfaction.

•

Strong background in team leadership, motivating

staff to maintain high standards of service and

operational efficiency.

•

Expert in analyzing sales data to forecast demand

and adjust stock levels accordingly, minimizing

waste and maximizing profitability.

•

Skilled in resolving customer inquiries and

complaints, demonstrating exceptional problem-

solving abilities and communication skills.

•

Dedicated Guest Service Ambassador with a

passion for providing excellent patient and visitor experiences at Lankenau Hospital Heart Pavilion.

•

Proficient in creating a welcoming atmosphere,

ensuring guests feel comfortable and informed

during their visit.

•

Skilled in addressing inquiries and resolving

concerns with empathy and professionalism,

promoting patient satisfaction.

•

Experienced in assisting diverse populations,

including patients and families, to navigate the

hospital environment efficiently.

•

Strong communicator with the ability to relay

important information clearly and concisely to

guests and staff.

•

Dynamic and passionate Brand Ambassador with

extensive experience in promoting food and

consumer products.

•

Proficient in creating engaging marketing

strategies to drive brand awareness and increase

sales.

•

Skilled in leveraging social media platforms to

connect with target audiences and enhance brand

visibility.

•

Expert in facilitating product demonstrations and

tastings to showcase features and benefits.

•

Strong ability to build and maintain relationships with retailers and customers to foster loyalty.

•

Proven track record of achieving sales targets

through effective promotional campaigns and

events.

•

Demonstrated success in conducting market

research to identify trends and customer

preferences.

•

Adaptable team player with excellent

communication skills and a commitment to

delivering exceptional customer service.

•

Accomplished Data Analyst with a proven track

record in the healthcare industry, specializing in renal care analytics.

•

Expert in leveraging data-driven insights to

enhance patient outcomes and operational

efficiency for kidney care services.

•

Proficient in statistical analysis and predictive

modeling techniques to identify trends and

inform clinical decision-making.

•

Skilled in using advanced SQL, Python, and data

visualization tools to present complex data in a

clear and actionable format.

•

Experienced in collaborating with cross-functional teams to design and implement data management

solutions that support strategic initiatives.

•

Strong communicator with the ability to translate

technical findings into understandable reports for stakeholders.

•

Dedicated to continuous improvement, employing

data analysis to drive innovations in Intensive

Kidney Care practices.

•

Committed to utilizing my analytical skills to

contribute to the mission of improving lives

through better kidney health.

•

•

Dedicated ESL instructor with experience teaching

diverse learners from various cultural

backgrounds.

•

Expert in developing engaging lesson plans that

cater to different learning styles and proficiency levels.

•

Proficient in using technology and multimedia

resources to enhance language acquisition and

retention.

•

Strong ability to assess student progress and

provide constructive feedback to promote

continuous improvement.

•

Skilled in integrating real-life scenarios and

cultural elements into the curriculum to enhance

language relevance.

•

Passionate about inspiring students to achieve

their language learning goals and build confidence in their English skills.

•

Dynamic and customer-focused sales associate

with over 25 +Years of experience in retail

environments.

•

Proficient in handling cash transactions and

operating point-of-sale systems with accuracy.

•

Strong communication skills, adept at fostering

positive relationships with customers and

colleagues.

•

Demonstrated ability to resolve customer issues

efficiently, ensuring satisfaction and loyalty.

•

Skilled in upselling and cross-selling techniques, contributing to increased sales revenue.

•

Dynamic Front Desk Hotel Manager with over 20

years of experience in enhancing guest

experiences and operational efficiency.

•

Proven ability to lead front desk teams and ensure exceptional service is delivered consistently.

•

Skilled in managing reservations, check-ins, and

check-outs, ensuring a seamless guest experience.

•

Strong expertise in staff training and development, ensuring high levels of customer service and team

performance.

•

Proficient in managing front desk operations,

including check-ins, check-outs, and reservations

with precision and professionalism.

•

Adept at handling guest complaints and resolving

issues promptly, leading to increased guest

satisfaction and loyalty.

•

Strong communication skills, enabling effective

collaboration with various hotel departments to

improve overall service delivery.

•

Experienced in implementing efficient front desk

procedures to streamline operations and reduce

wait times.

•

Analytical thinker with the ability to utilize guest feedback and industry trends to continuously

enhance service offerings.

•

Committed to fostering a welcoming atmosphere

that promotes both guest enjoyment and staff

morale, making each stay memorable.

•

Proficient in efficiently packing products while

adhering to safety and quality standards.

•

Skilled in maintaining inventory accuracy and

organizing stock for optimal workflow.

•

Recognized for commitment to teamwork and

collaboration in achieving production targets.

•

Experienced in handling fragile items with care

and minimizing damage during transit.

•

Adaptable to evolving processes and protocols to

enhance operational efficiency.

•

Dedicated to maintaining a clean and organized

workspace to promote safety and productivity.

•

Dedicated stone grinder with experience in

precision grinding and quality control.

•

Precisely Ground the Gate off the various Sizes

and Weight of Grey Iron Parts as they came out of

the Foundry - these Parts were for John Deere

Tractor and for Mack Truck.

•

Strong understanding of quality control processes

and industry standards to meet customer

specifications.

•

Excellent problem-solving skills to quickly address issues that arise during production.

•

Ability to work collaboratively with production

teams to enhance efficiency and reduce waste.

•

Committed to maintaining a safe and organized

work environment while focusing on continuous

improvement.

•

Dynamic and detail-oriented customer service

representative with extensive experience in the

Tier 1 DSO CSR DMDC/DEERS environment.

•

Proven ability to provide exceptional support and

accurate information to service members and

their families regarding enrollment and eligibility issues.

•

Skilled in utilizing various service management

tools to efficiently address inquiries and resolve conflicts while maintaining high customer

satisfaction.

•

Proficient in handling high-volume call traffic

while maintaining exceptional service quality and

customer satisfaction.

•

Dedicated Customer Service Representative with

extensive experience in the Tier 1 DSO

environment, specializing in DMDC and DEERS

functionalities.

•

Proficient in assisting clients with accurate

enrollment processes, ensuring compliance with

all regulatory requirements.

•

Skilled at resolving customer inquiries related to defense enrollment and eligibility, enhancing the

overall user experience.

•

Demonstrates strong problem-solving abilities,

consistently identifying issues and delivering

efficient solutions in a timely manner.

•

Adept at utilizing various database systems and

tools to retrieve sensitive information while

maintaining strict confidentiality.

•

Possesses excellent communication skills,

effectively conveying complex information to

diverse audiences with clarity and professionalism.

•

Strong team player committed to collaborating

with colleagues to improve service delivery and

operational efficiency.

•

Consistently recognized for achieving

performance metrics and maintaining high

customer satisfaction rates across multiple

platforms.

•

Researched and Processed Military Service

Member Inquiries and Complaints received made

via Telephone or Fax Server.

•

Operated a PC and multiple Mainframe Servers

(i.e. PEARL, ENTERPRISE, GENSYS, CITRIX, and

CENTRIX) to research various Information for

Interpretation9and expalnation33for the Miltary

4Service Member and Family.

•

Highly knowledgeable about military benefits,

eligibility requirements, and the various programs associated with DEERS.

•

Skilled in utilizing CRM software to track

interactions and ensure accurate documentation

of customer inquiries and resolutions.

•

Adept at troubleshooting complex issues and

providing effective solutions in a timely manner.

•

Strong communication and interpersonal skills,

facilitating clear and respectful interactions with customers and team members alike.

•

Ability to remain calm and focused in a fast-paced environment, effectively managing stress during

peak hours.

•

Committed to continuous improvement, regularly

seeking feedback and pursuing training

opportunities to enhance performance.

•

Dedicated Drug Observer with extensive

experience in overseeing Department of Defense

random drug testing protocols.

•

Proficient in ensuring compliance with federal

regulations and DOD policies regarding drug

abuse prevention.

•

Exceptional ability to identify and address

potential issues related to drug testing procedures and participant behavior.

•

Skilled in conducting thorough observations

during urinalysis to maintain integrity and

accuracy of drug testing.

•

Strong communication skills to effectively

collaborate with military personnel and health

professionals.

•

Detail-oriented professional committed to

upholding the highest standards of confidentiality and ethics in drug testing.

•

Experienced in utilizing data tracking systems to

accurately record and report drug testing results.

•

Passionate advocate for substance abuse

prevention programs within the military

community.

•

Upper Darby, PA Media, PA

Media, PA Broomall, PA

Philadelphia, PA Broomall, PA

Upper Darby, PA

• Analysis

• Reporting

• Communication

• Problem-solving

• Research

• Database

• Adaptability

• Leadership

Computer Literacy in various Computer Software

and Hardware Application

•

• Excel and Tableau Pivot Tables and Vlookup

French

AdvancedDiploma in

Advanced French

Contact this candidate