Data Entry Clerk with Strong Admin Background
Resume:
Kimberly Langston
Pflugerville, TX ***********@*****.*** *****************@*****.***+1 (512)565- 4871
Professional Summary
Social services and administrative support professional, with more than 15 years of entrepreneurial experience, is seeking opportunities where I can use my skill set in the organization, planning, training, and developing new business. Unemployment Insurance Laws
Work Experience
My chart Support Specialist
Volt Workforce Solutions-Austin, TX December 2024 to Present
•Listening actively to their concerns, acknowledging their frustration, and working toward a resolution.
•Providing accurate and helpful information or routing the call to the appropriate department or person.
•Assisting patients with understanding their bills and explaining charges.
•Providing clarification about insurance coverage, payments, and outstanding balances.
•Working with patients to establish manageable payment plans based on their financial situation.
•Keeping track of payment plan schedules and following up with patients as necessary.
•Remaining calm and empathetic when dealing with upset or frustrated patients.
Customer Service Representative
TTEC-Austin, TX
April 2024 to December 2024
•Answering phone calls from customers who have a Toll tag, want to purchase a new Toll tag or have questions regarding toll roads.
•Review Image for toll road transaction with customer verifying license plate, year, make and model of the vehicle.
•Assist customers or complete the process to obtain a new TX tag sticker and cancel or replace the sticker.
•Update, add, remove, or modify vehicle information.
•Create dispute when tolls are incorrectly processed (miss key, remove mailing fee or vehicle transfer). • Verify ownership by checking the Department of Motor Vehicle database
•Assist customer with making a payment on the txtag.org website or transferring the call to the virtual Assistant
•Manage and update customer databases with credit card information, updated addresses, email, and phone numbers.
Content Reviewer
Google/Accenture-Austin, TX
December 2022 to August 2023
•Review and evaluate written content for accuracy, clarify and adherence to company guidelines.
•Ensure compliance with legal and ethical standards in content creation Use technical know-how, excellent problem-solving, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads.
•Worked globally and cross-functionally with Google engineers and products managers to identify fight abuse and fraud cases.at Google speed-with urgency.
•And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety.
•Prioritize the user experience, promote developer success through consistency and trust, and make the mobile experience the sagest it can be across Android, Play and Chrome Web store.
Customer Service Representative
United Parcel Service UPS/Accenture-Austin, TX October 2022 to November 2022
•Ensure new hires receive correct information regarding pay, benefits, shift schedules, time, and location details.
•Confirm new employees have the necessary tools to succeed in their roles, including computer access, email accounts, and access badges.
•Assist with administrative tasks related to recruitment, hiring, and the onboarding process, ensuring all paperwork is completed accurately.
•Walk new hires through the onboarding process, ensuring they understand their job responsibilities and complete all required documentation.
•Maintain the confidentiality of employee information at all times to protect privacy and sensitive data.
Content Review Specialist
What's Ap/Accenture-Austin, TX
December 2021 to October 2022
•Managing and Reviewing Case Queues:
•Regularly monitor and prioritize case queues to ensure timely follow-ups.
•Track and resolve open tickets to maintain an efficient workflow.
•Issue Analysis and Resolution
•Diagnose and resolve issues affecting multiple clients simultaneously, ensuring that each situation is handled effectively.
•Collaborate with quality analysts and reporting analysts to drive improved customer care outcomes.
•Ensure the resolution process is aligned with the overall quality standards.
•Spam Account Monitoring:
•Review user accounts daily to identify potential spam or fraudulent accounts.
•Take necessary action based on findings to protect the system integrity.
•Documentation and Professionalism:
•Maintain clear, accurate, and professional documentation of all interactions and resolutions.
•Ensure documentation is organized and supports future reference or audits.
•Support for Escalations:
•Provide timely and accurate support when escalating cases to the National Customer Experience Center (NCEC) or management for further attention.
Client Service Representative 1
Ciox Healthcare-Austin, TX
December 2020 to December 2021
•Managing and Reviewing Case Queues:
•Regularly monitor and prioritize case queues to ensure timely follow-ups.
•Track and resolve open tickets to maintain an efficient workflow.
•Issue Analysis and Resolution:
•Diagnose and resolve issues affecting multiple clients simultaneously, ensuring that each situation is handled effectively.
•Assisting Analysts:
•Collaborate with quality analysts and reporting analysts to drive improved customer care outcomes.
•Ensure the resolution process is aligned with the overall quality standards.
•Spam Account Monitoring:
•Review user accounts daily to identify potential spam or fraudulent accounts.
•Documentation and Professionalism:
•Maintain clear, accurate, and professional documentation of all interactions and resolutions.
•Ensure documentation is organized and supports future reference or audits.
•Support for Escalations:
•Provide timely and accurate support when escalating cases to the National Customer Experience Center (NCEC) or management for further attention.
Customer Service Rep VI
Texas Department of Health/Vital Statistics
Austin, TX September 2019 to December 2020
•Administered non-standard and intricate client applications for vital record issuance and edits, including birth, death, marriage, and divorce certificates
•Delivered precise and comprehensive technical aid, rectifying client grievances and ensuring resolution follow-ups
•Ensured data accuracy within the Electronic Vital Events
•Registration (Tx EVER) system, enhancing overall operational efficiency
Applicants Services Program Specialist
FEMA-
Austin, TX
October 2018 to March 2019
•Reviewing Cases for Grants (ONA Program):
•Examine applications and cases for the ONA program under the IHP to ensure that survivors receive accurate and sufficient support for their disaster-related needs.
•Review each case for completeness, verifying the information provided, and ensuring eligibility for assistance.
•Identify any errors or missing details in the application, and work with applicants to correct them, ensuring a smooth processing of grants.
•Document all employer contacts and accurately processing documents or pending issues.
•Offer support to individuals and families impacted by disasters by identifying their urgent needs and ensuring that they have access to all available assistance programs.
•Help applicants understand the full spectrum of FEMA assistance programs, such as housing aid, medical expenses, and other disaster-related support.
•Ensure that survivors have access to the financial and resource assistance they need in the aftermath of a disaster.
•Providing Exceptional Customer Service
•Communicate effectively with applicants to provide updates on the status of their cases and assist them in navigating the disaster assistance process.
•Address questions or concerns regarding program eligibility, available grants, and the assistance process, ensuring clear and accurate communication.
•Ensure that applicants understand the necessary steps to apply for or follow up on assistance, and confirm that they receive timely notifications on case decisions.
•Develop strong partnerships with state agencies, voluntary organizations, private sector partners, and other federal agencies involved in disaster relief efforts.
•Collaborate with these partners to ensure a coordinated, efficient, and comprehensive approach to delivering assistance to disaster survivors.
•Foster communication and information-sharing to identify gaps in services and optimize support to survivors.
•Promoting Timely Access to Assistance:
•Work to ensure that all eligible survivors are connected to the appropriate programs and resources in a timely manner.
•Address any delays in case processing and actively work to streamline operations and remove obstacles to assistance
•Maintain professional demeanor while handling challenging calls.
Administrative Assistance/Case Processor
Texas Workers Commission-Austin, TX
September 2017 to April 2018
•Coordinated meetings, appointments, and travel arrangements for training.
•Drafted meeting agendas provided material and executed follow-ups for team conferences.
•Before processing the appeal ensured that all of the required documentation was submitted,
•Screened a high volume of internal/external correspondences and entered all appeals into the Texas workforce database.
•Developed a processing system that allows claims processors to expedite appeals more efficiently, saving the company a tremendous amount of money.
•Identifying and escalating priority issues for resolution
•Documenting all employer contacts and accurately processing documents or pending issues
Workforce Solution-Austin, TX
July 2017 to October 2017
•Greeted clients as they entered Work Source Solutions, providing a welcoming atmosphere.
•Assisted clients in verifying the activation and status of their accounts.
•Assisted clients in using office equipment, including fax machines, copiers, and computers, within the Resource Room.
•Supported clients with document management and other resource needs.
•Managed appointments for Career Counselors, Child Care providers, and advisors, ensuring efficient scheduling.
•Demonstrated excellent communication skills while working under pressure and at a fast pace, ensuring clients' needs were addressed promptly and professionally.
•Answered high-volume calls and routed them appropriately to the relevant departments or staff.
•Facilitated Choice/TANF (Temporary Assistance for Needy Families) orientations, ensuring clients had the required documentation.
•Provide clear and concise instructions to clients about program requirements.
•Led team meetings to discuss operational updates and best practices.
•Conducted staff training sessions to ensure continued professional development.
•Coordinated off-site staff training and meetings, ensuring attendance and participation.
Reimbursement Officer/Case Manager
Crime Victims Compensation/OAG-Austin, TX
September 2014 to February 2017
•Review applications to determine what specific services the applicant needs and confirm that all required documentation has been received.
•Provide claimants with the names, contact details, and program options that are available to them.
•Schedule follow-up calls to check on progress and provide additional support.
•Act as a liaison between victims/claimants and a variety of business partners, organizations, and community resources to help them access programs and assistance.
•Coordinate communication between different partners to ensure a smooth flow of information and service.
•Contact employers to verify the employment status of victims/claimants and confirm the days they were absent due to the crime.
•Calculate lost wages for victims/claimants to help them access compensation or support.
•Develop and maintain an effective tracking system to follow up on all cases, ensuring that all required files are completed and updated.
•Maintain organized documentation to ensure clients' needs are being met and cases are progressing.
•Provide rental assistance to victims or claimants of domestic violence or other qualifying incidents.
•Ensure that individuals have the financial resources they need to secure housing during difficult times.
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