Customer Service Data Entry

Ashley Hall

**** ******** *****, *** ******* Texas 78244

Cell: 240-***-****

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

A solutions-focused, resourceful, and highly motivated IT Professional with extensive expertise in administering onsite and remote support for hardware, software, OS, printers, mobile devices, and telecommunications equipment. Coordinates and maintains records for staff office space, phones, company credit cards and office keys. Creates and modifies various documents using Microsoft Office.

Perform data entry and scan documents, Prepare, and modify documents including correspondence, reports, drafts, memos and emails, Strong sense of urgency and problem-solving skills. Great customer service skills. Seeking next level career advancement to comprehensive skill-set and proven aptitude to support cross-functional teams with complex tasks.

Areas of expertise include:

●Client Relations Management

●Workstation Rollouts

●Planning and organizing

●Procedure Development

●Customer service orientation

●Service Level Agreements

●Problem assessment and problem solving

●Boardroom & Conference Set-Up

●Teamwork

●Adaptability

●Maintain office supplies for department

●Flexibility

●Data Backup & Recovery

●Prepare written responses to routine enquiries

●Excellent written and verbal communication skills

●Receive and direct clients

●Computer skills and knowledge of relevant software

●Troubleshooting

●PUBLIC TRUST CLEARANCE

●Application Installation/upgrades

●Workflow Streamlining

EDUCATION:

●Central High School (Capitol Heights, MD) Aug 07-May 2011

●Catholic University of America (Washington, DC), Paralegal Studies, August 2019-Present

●Year Up / Northern Virginia Community College (Arlington, VA), Information Technology Training, March 2013 – 2014

July 2022- Current FEMA Specialist I

FEMA Mapping and insurance exchange center, Alexandria VA

Daily responsibilities include:

●50+ calls a day

●Live chat (20+)

●Answering email for insurance and mapping questions

●Assisting customers on how to navigate through FEMA website.

●Giving info for disaster assistance after hurricanes.

●Assisting with applications for loss history on homes.

●Sending applications for map zone determinations.

●Assisting with mitigation grants for house elevations.

●Teaching customer how to get estimate on their mapping zones. through (MSC FEMA website).

November 2021- July 2022- Data Processing Assistant

International Organization of Migration (IOM), Washington DC

Daily responsibilities include:

●Sorting, organizing, and labeling incoming mail

●Processing social security numbers for workers leaving or staying on base.

●Mailing out social security numbers and VISA’s.

●Working with SSA and national security to pull immediate SSN” per request.

●Collect and record demographic and biographic information from MiMOSA and Hummingbird upon receipt of the request for travel while confirming receipt to third parties, such as a Resettlement Agencies.

●Secure and account for documentation in the 8 sites in accordance with the Standard Operating Procedures (SOPs).

●Ensure secure storage of documentation and data in accordance with IOM principles and guidelines while guaranteeing limited access to physical files.

●Monitor Voluntary Departures from the 8 bases in close coordination with site leadership and other IOM colleagues and relevant authorities.

●Report any problems encountered like denials of boarding due to lack of documentation and resettlement agency affiliate cancelled their assurance, reasons for such issues and possible solutions.

●Assist Afghan nationals to be processed as Special Immigrant Visa holders, Humanitarian Parolees, and other cases as directed by the Department of State for onwards movement to their final destination.

●Maintain and ensure the confidentiality and integrity of all relevant paperwork in line with standards of conduct and data protection rules.

December 2018- October 2020- Call Center Representative/QC Agent

WMATA, Falls Church, VA

Daily responsibilities include:

●Answered all incoming calls in a pleasant, empathetic manner.

●Handle multiple duties back-to-back, such as answering more than one phone line, taking information quickly, completely, and accurately and dispatching the information to technicians.

●Work directly with field technicians to dispatch incoming customer requests.

●Complete forms, data entry and process customer information, transactions, and update files in a timely manner.

●Use the company dispatch software, as well as other utilized programs daily such as Word and Excel.

●Is responsible for submitting related paperwork and electronic files to the appropriate person for handling and processing

●Remoting into users’ machines using SCCM to restore shared drives/home shares.

●Troubleshooting all basic computer issues with all walk-ins at helpdesk supporting issues with Tablets, surface pro-4’s, iPhones and laptops.

●Answering over 65 calls a day, placing tickets or escalating to the appropriate groups.

●In charge of scheduling all issues of laptops/tablets and all other walk-ins to the helpdesk requesting assistance.

●Enabling and disabling accounts In AD per request(s).

●Resetting user’s passwords over the phone; extending users accounts in AD.

●Adding users to shared drives, distros, and shared mailboxes within their organizations via active directory.

●Assists supervisor and other team members with various requested data entry, processing or filing of information and documents

October 2016- November 2017- BDC Supervisor

IAD AUTO Car Dealership, Landover, MD

Daily responsibilities include:

●Manage physical and online inventory

●Maintain excellent customer satisfaction scores

●Meet and exceed sales objectives and maintain company standards

●Effectively merchandising the inventory

●Ongoing training of the sales team and sales processes

●Worked with all management to ensure that sales goals were met

●Performed other related duties as needed

November 2014- May 2016- Customer Care Specialist

Auto Giants Car Dealership, Temple Hills, MD

Daily responsibilities include:

●Manage customer inquiries for all products and services and ensure timely resolution for same.

●Analyze customer inquiries and assist for all services offered by organization and ensure resolution for same.

●Schedule work for personnel and resolve issues for customer within timeframe.

●Prepare reports for workload and perform quality assurance for same.

●Monitor customer care goals and develop improvements in customer care services.

●Administer call center activities for various customers.

●Develop and administer performance metrics for customer care services.

●Coordinate with various departments and customer and resolve all technical and operation issues.

●Provide support to customer care applications and ensure satisfaction for same.

●Analyze customer care feedback and recommend improvements in customer care services.

●Administer all operations for relaying messages and problem resolution.

Knowledge:

●General knowledge of commonly used concepts, practices, and procedures within the transportation field

●Knowledge of using and operating warehouse machinery and equipment.

Skills and Abilities:

●Excellent desktop skills in Microsoft Word, Excel, Outlook, and PowerPoint, etc.

●Ability to interact with customers and be a frontline representative of the company

●Ability to work under pressure and meet deadlines. Excellent time management skills

●Ability to follow verbal and written procedures and instructions

●General networking experience

●Good communication skills and professional presence

Licenses and/or Certifications:

●Computer Technology Certification

●Working towards CompTIA A+ Certification

●Working towards Paralegal Studies Certification

Volunteer and Leadership experience:

August 2010-July 2011 –Children ID Admin

DC Convention Center, Washington, DC

References available upon request.

Contact this candidate