Customer Service Professional with Diverse Experience
Resume:
Donna Collins
Saint George, UT *****
*********@*****.***
Work Experience
Customer Service Representative
Balsam - Saint George, UT
October 2020 to February 2021
Assisted customers with the choice of tree based on specifications of the tree. (Over 100 high-end artificial tree's available to choose from) and other holiday items. Assisted with any issues created when sitting up Christmas trees as well as taking orders from catalogs either online or through the paper catalog. Assisted through a remote call center. This job was very enjoyable due to interaction with customers online and the ability to help others which I enjoy. Customer Service Specialist
Mountain Alarm - Saint George, UT
November 2018 to November 2019
Mountain Alarm
CUSTOMER SERVICE REPRESENTATIVE
• Call customers to confirm techs did an awesome job and that all expectations were met, Assisted with end of month processes, Call customer's to thank them for their continued support by remaining loyal to Mountain Alarm, answered phones and assist customers or direct to correct department for assistance, take payments and assist customers with accounts payable, accounts receivable. and whatever I am asked to do on any given day.
Customer Service Representative
ALC Solutions - Saint George, UT
November 2017 to August 2018
• ALC Solutions
CUSTOMER SERVICE REPRESENTATIVE
• Taking inbound calls making reservations to get customers to doctor's appointments, or other medically necessary appointments. Did attempt to educate customers on each call in order to make the next call smoother and more productive for them.
Sales Associate
PlusOne Company - Saint George, UT
January 2013 to March 2014
• Plus One Company, St. George, UT
SALES AGENT
• Call center environment selling items such as Rosetta Stone, No-No, and Rug Doctor. This was accomplished by using a call rotation system, Taking sales and a great gift of persuasion and treating people well.
I found this to be very enjoyable work and had been placed on three teams: Beach Body, AAD for the depressed, and Rosetta Stone. And finally, a specialized team selling whatever came across my desk for any product.
Eligibility Specialist
State of Utah - Saint George, UT
December 2003 to August 2011
ELIGIBILITY SPECIALIST
• Assisted customers in determining eligibility for Food stamps, Medicaid, State daycare, and Financial assistance. This was accomplished by Telephone interviews, and specific programs created for the purpose of accessing confidential information. Managed up to 200+ cases at a time. This was done through a call center environment assisting customers over the phone using electronic files, custom federal and state programs and policy and procedures dictated by state and federal regulations. The position required the ability to manage cases and customers effectively as well as the ability to multitask well. Great customer service skills were a must as my customers were the citizens of Utah needing the services provided.
Payroll Manager
Dixie State University - Saint George, UT
April 2001 to November 2003
PAYROLL MANAGER • Responsible for gathering time, computing payroll for semimonthly, monthly, adjunct, work study, salary payrolls and getting payroll distributed in adherence with strict time constraints. • Maintained all personnel files for each type of payroll mentioned above. • Confirmed and entered labor distributions while confirming that labor was charged to correct departmental account. • Calculated all payroll taxes, managed a work-study student, paid to vendors all payroll deductions such as 401k, health insurance, garnishments, and state and federal deductions and taxes. Electronically filed all payroll taxes as well as employee payroll and direct deposit of paychecks. • Effectively worked with Students, Staff, Faculty and the Public to provide great customer service. Payroll Manager
Western Aggregates - Draper, UT
September 1999 to February 2001
PAYROLL MANAGER• Responsible for quarterly taxes, w-2's for 10 companies (3200 employees). • Reviewed and was responsible for payroll for 10 companies, in three different states. •Set up procedures for payroll department; hired, trained and managed a staff of 10 clerks. Oversaw and reviewed all payrolls submitting all taxes and submitting all Accounts Payable from deductions, taxes and any quarterly reports for all payrolls.
Payroll Administrator
Western Rock Products - Saint George, UT
April 1992 to February 2001
PAYROLL ADMINISTRATOR • All aspects of payroll for 5 companies including gathering, tabulating and processing payroll for three different states with several different types of payroll (example paid by the load, paid by the job, redimix drivers, and certified payrolls.) All to be coded to different departments based on General Ledger codes that told what they were doing and where they were doing it at.) • Benefits: Assured that all employees completed orientation for Benefits, New Employee Orientation and CDL added employees to benefits, paid all accounts payable bills associated with payroll including benefit payable. • Calculated and administered all payroll taxes, W=2's, OSHA, Workers Compensation, Company team spirit group, Drug screening program, Unemployment. Also was encouraged to give ideas on any changes we thought of to improve operations or cut costs, mine were used several times. Who says overhead (Accounting) can't help with the bottom line? • Kept management informed of current rules and regulations necessary to manage employees per rules dictated by state and federal government.
• Managed to take a payroll department that was ineffectual as far as communications with employees went, and turned it around. It became the most employee-friendly department at Western Rock Accounting. (Average errors for 500 employees 1 per 6 weeks paid biweekly.) • Any downtime spent assisting AR AP or Accountants with any other duties as assigned. • Worked as office manager for G.M. Aldred Paving until the company was purchased by Western Rock. Duties included AP, AR, PR, Balancing checkbook, answering the phone, typing letters, bids, and invoices. Worked closely with Gayle Aldred, the owner.
Office/Production Manager
Bass'n Man Lure Company - Saint George, UT
February 1984 to February 1992
OFFICE MANAGER • Fulfilled Human Resources duties. • Assisted with AP/AR • All aspects of payroll. • Took orders over the phone, handled customer inquiries, insured by monitoring stock that our product was produced or ordered to create fishing lures so that orders were delivered efficiently and customers were happy. • Family owned company, so I actually started in production and worked my way up, assuring I knew how to run the company from the ground up. Started with 25 employees, 250 at the highest count. Education
Associate's degree in Social Work
State of Utah - Saint George, UT
December 2003 to August 2011
Associate's in Accounting
Dixie State College - Saint George, UT
April 2001 to November 2003
High school diploma in General Studies
Graduate Kingman High School - Kingman, AZ
September 1974 to December 1977
Skills
• ACCOUNTS PAYABLE (7 years)
• CONFLICT MANAGEMENT (10+ years)
• ACCOUNTS RECEIVABLE (7 years)
• PAYROLL ADMINISTRATION / PROCESSING (10+ years)
• EMPLOYEE BENEFITS PROCESSING (10+ years)
• BOOKKEEPING (10+ years)
• CASE MANAGEMENT (8 years) (8 years)
• CUSTOMER SERVICE 10+ years (10+ years)
• CSR
• Call Center Assessments Customer Focus & Orientation -- Highly Proficient October 2019 Responding to customer situations with sensitivity. Full results: https://share.indeedassessments.com/share
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• profile/ d8d042f4e8f4d7ed44c37c3868f6df9feed53dc074545cb7 Attention to Detail Skills -- Highly Proficient November 2018 Measures a candidate's ability to use diligence when drafting and editing documents. Full results: https://share.indeedassessments.com/share
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• profile/ e914b34b9ae2ee28278b2d2083488448 Scheduling -- Proficient August 2019 Cross- referencing agendas and itineraries to avoid scheduling conflicts. Full results: https:// share.indeedassessments.com/share
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• profile/ b31131d6765fabe0ee80c9eee7673fc9eed53dc074545cb7 Logic & Critical Thinking -- Proficient October 2019 Using logic to solve problems. Full results: https:// share.indeedassessments.com/ share
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• profile/5e0440145124f71c67910a10ff22e6cdeed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Attention to Detail Bookkeeping Accounts Payable Critical Thinking MS Suite Accounts Receivable Problem Solving DOS applications Certified Payroll Customer Service/Sales Team Work Payroll Taxation Time Management Payroll Benefits Conflict Management Payroll Deductions Negotiation Multi-line digital telephones Operations Management Some Quick Books
• Tax Experience
• General Ledger Reconciliation
• Office Management
• Workers' Compensation
• Case management
• Windows
• Human Resources
• Bank Reconciliation
• Experience Working With Students
• Account Reconciliation
• Data collection
• Accounting
• Documentation review
• Benefits administration
• Process improvement
Assessments
Customer Service Fit — Expert
August 2020
Measures the traits that are important for success for customer service roles Full results: Expert
Attention to Detail Skills — Highly Proficient
November 2018
Measures a candidate’s ability to use diligence when drafting and editing documents. Full results: Highly Proficient
Customer Focus & Orientation — Highly Proficient
August 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Work Style: Conscientiousness — Highly Proficient
September 2020
Tendency to be well-organized, rule-abiding, and hard-working Full results: Highly Proficient
HR: Compensation & benefits — Highly Proficient
April 2021
Knowledge of compensation and benefits programs
Full results: Highly Proficient
Customer service fit — Highly Proficient
June 2021
Measures the traits that are important for success for customer service roles Full results: Highly Proficient
Remote fit — Highly Proficient
July 2021
Measures the traits that are important for successful remote workers Full results: Highly Proficient
Work style: Professionalism — Expert
June 2021
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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