Customer Service Data Entry
Resume:
APRIL WAITES
Baker, LA *****
************@*****.***
WORK EXPERIENCE
Support Counselor I & II/Transition Counselor II
Money Management International, Baton Rouge, LA
(6/2008 to Present)
Supervisor: Deborah Robinson 1-888-***-****
Responsible for all duties related to processing new Debt Management Plans (DMP) at the nation's largest non-profit credit counseling agency.
Data entry, creditor encoding and verification.
Responsible for auditing and analyzing new and existing creditor, state and federal policies
Responsible for establishing counselor-client relationships.
Respond to client inquiries via telephone, written correspondence and or e-mail.
Maintains knowledge of information and reference materials supplied by management regarding current economic conditions and legislation and maintains an ongoing understanding of the impact of such developments on clients.
Maintain high standard of customer service and confidentiality along with maintaining accurate and complete client records.
Train and mentor new Transition Counselors and Support Counselors.
Works closely with management on assigned special projects
Conduct retention efforts to recover funds on negative balance accounts. Processes pre-disbursement exceptions as assigned.
Derive individually tailored solutions to all facets of the client’s debt and money management needs by periodically analyzing the client’s budget while on the DMP
Assist with the development of standard operating practices and procedures for the improvement of team documentation, as assigned.
Handle escalated customer, agency, and executive level service issues.
Manage an assigned individual or team caseload of DMP client accounts.
Participate in the facilitation of staff meetings.
Serve as a mediator between clients and creditors in communicating resolutions.
ICF Line Agent
Road Home, Baton Rouge, LA
(5/2007 – 5/2008)
Supervisor: Alexander Trudeau 225-***-****
Answered applicants’ questions regarding Road Home Application status.
Opened, sorted and distributed mail. Mailed approval letters and other notifications faxed requested for information.
Researched and resolved applicant’s issues.
Provided information relative to resources available from other agencies such as legal aid assistance, rental assistance and rebuilding in Louisiana.
Scheduled initial and follow-up appointments.
Answered incoming calls for Personal Application Liaison.
Customer Service/E-Support/Technical Support
AT&T, Baton Rouge, LA
(03/2000 – 3/2006)
Supervisor: Rick Parker
Assisted customers with relocating phone services, ordering and replacing phone equipment and billing issues.
Responded to email from customers regarding billing and phone issues
.
Made follow-up phone calls to customers to insure their issue had been resolved.
Assist customers with any and all technical issues with phones.
AUTOMATED LOGISTICAL SPECIALIST (92A)
Active Duty U.S. Army Reserve, 321st MMC, Baton Rouge, LA
(6/1996 - 2/2003)
The automated logistical specialist is primarily responsible for supervising and performing management or warehouse functions in order to maintain equipment records and parts.
Establish and maintain stock records and other documents such as inventory, material control, accounting and supply reports
Review and verify quantities received against bills of contracts, purchase requests and shipping documents
Unload, unpack, count, segregate, palletize and store incoming supplies and equipment
Construct bins, shelving and other storage aids
Simplify and standardize the collection and use of maintenance data
Raise the quality and accuracy of performance, cost and parts data through improved maintenance management
Warehouse Employee
Stupp Corporation, Baton Rouge, LA
(04/1998 – 11/1999)
Warehouse Supervisor: Daryl Braseur 225-***-****
QA Supervisor: James Tate
Received, stored and distributed materials, tools, and equipment within the plant.
Conveyed materials and items from receiving or storage to other designated areas via hand and/or forklift.
Entered received and distributed material into computer database using Maximo computer software.
EDUCATION
Ashford University
Bachelor of Arts, Psychology (April, 2016)
San Diego, CA
Baton Rouge Community College
Course of Study, Liberal Arts/Sociology
Baton Rouge, LA
U.S. Army Advanced Individual Training
Course of Study, Certified Automated Logistic Specialist
Fort Lee, VA
SKILLS
Typing (60 CWPM)
Microsoft Word
Microsoft Office
Windows
Excel
PowerPoint
ADDITIONAL INFORMATION
I am self-motivated and willing and able to take initiative. I excel in situations where I am allowed to be self-reliant and independent, but I am also an exceptional team player. I work effectively in stressful situations and am efficient and attentive to detail. Also, I have over 20 years of Customer Service experience.
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