Customer Service & Communications Professional with FBI Experience

Bethany Alkire • Clarksburg, WV ***** • 304-***-**** • ***********@*****.***

Professional Summary

Customer service and communications professional with 10+ years of experience in federal and private sectors. Skilled in clear communication, client support, and professional writing. Recognized for conflict resolution, empathetic listening, and producing highquality written materials.

Experience

Temporary Duty Assignment — Customer Support Team, FBI Apr 2025 – Present

- Handle 100+ emails weekly and previously 100+ calls regarding national background checks.

- Track call and email volumes to ensure accuracy and performance metrics.

- Immediately forward threatrelated emails to appropriate departments for processing.

- Evaluate emails for legitimacy; typically remove 40+ spam emails daily to boost productivity and ensure accurate workload tracking.

Identification Records Examiner — FBI Mar 2024 – Present

- Reviewed 100+ records weekly, resolving discrepancies with precision.

- Converted and route documents using automated systems.

- Maintained accurate records and enforced compliance procedures.

Threat Intake Examiner — FBI Jul 2019 – Mar 2024

- Processed 150+ calls and 100+ tips weekly with a 95% quality rating.

- Authored intelligence reports resulting in federal arrests and wellness checks.

- Coordinated with federal and law enforcement agencies for urgent threattolife cases.

-Selected for 30day TDY with LEEU writereditor team, producing published articles.

- Earned $200 onthespot award and multiple timeoff awards for exceptional performance.

Call Center Representative — Teleperformance Jan 2017 – Jul 2019

- Handled 100+ weekly customer calls, consistently exceeding satisfaction targets.

- Mentored new hires; mentees outperformed peers in call handling.

- Created reference materials improving efficiency by 15%.

-Earned promotions and bonuses for problem resolution and quota achievement.

Education

BA in English, Communication & Technical Writing — Fairmont State University Dec 2016

- GPA: 3.6 Dean’s List Sigma Tau Delta Honor Society

Skills

- Communication: Professional writing, empathetic listening, public explanation of complex information, interagency liaison

- Customer Service: Conflict resolution, client education, needs assessment, independent work

- Technical: Document management systems, automated routing systems

- Core Competencies: Active listening, data analysis, critical thinking, threat analysis

Additional Information

- Published “V is for Violent” in Sheriff & Deputy magazine (May 2023).

- Volunteer Communications Specialist, Crossroads Foster Closet (Jun 2022 – Jan 2024).

- Recognized with multiple awards for missioncritical contributions and exceptional client service.

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