Customer Service Agent Level II

Rolonda Marie Richardson

**** ********** **** *******, ** 27823 252-***-****

E-mail: *****************@*****.***

Qualifications Profile

Qualified Secondary Social Studies teacher. Strong communication skills, leadership, mentorship, and therapeutic qualifications with a strong cultural and ethical standards. Legal and Criminal Justice educational and career background. Education

Grand Canyon University, Phoenix, Arizona

Major: Masters in Secondary Education with an Emphasis in Humanities(with Teachers Certification)

Current GPA: 4.0

Completion Date: November 2024

North Carolina Wesleyan College, Rocky Mount, NC

Major: Executive Leadership

Executive Leadership

Received December 2021

North Carolina Wesleyan College, Rocky Mount, NC

Major: Bachelors of Art Criminal Justice

Batchelors Criminal Justice

Received May 2021 Maude Cum Laude GPA: 3.69

Nash Community College, Rocky Mount, NC

Major: Criminal Justice Technology

Associate in Applied Science in Criminal Justice Technology

Received May 2015 H-Honors GPA: 3.69

Related Coursework:

Criminal Justice Practices, Psychology, Public Speaking, Community Based Corrections, Criminal Law, Ethics & Community Relations. Halifax Community College, Weldon, NC.

Major: Accounting Attended from 1997-1998

Related Coursework:

Accounting I & II, Computer Technology, English, Public Speaking. Professional Experience

High School Social Studies Teacher

Haliwa-Saponi Tribal School Hollister, NC (September’22-present). High School Social Studies Instructor, Daily work with High School Students, Daily interaction with Middle and High School Studies, Teacher Social Studies and related course to include, US History, World History, Economics/Personal Finance, Civics, Career Management, Spanish I (Online Facilitator), ACT Testing Prep Courses, Summer School Middle School Facilitator for Remediation Courses, NCVPS Coordinator, Work daily with NCVPS, Edmentum, and Google Classrooms, Collaborate well with all staff and assist in any cohort needed. Billing Specialist

Rock Oak Urgent Care Remote (July 2021 - December 2025} - Billing Specialist- Completed Daily Billing Pre-Billing Audits to Live Daily Charts to Ensure Accurate Billing and Payments to Corporations, Corrected Billing Codes and applied adjustments as needed to ensure timely payment to company and providers, Monitored EOB’s to ensure proper payment and insurance was applied to remain in compliance, Processed Refunds from Insurance Company and Patient Employees for Services Completed, Processed Denial Claims, Corrected Adjusted to Patient Demographics to ensure proper billing to avoid denials.

Program Coordinator II

NC Dept. of Transportation, Dept. of Motor Vehicles Rocky Mount, NC

(March’21-September ’22), Field Operations Help Desk, Field Support, Vehicle Registration, Online Assistance, Quality Assurance Review of Title Work, Quality Check and release title’s, Analyze legal documents received to identify is additional verification is needed, Write for missing, incomplete, or incorrect information needed in order to process title work within policy, Route title work to various department as needed, Process of refunds as needed/process payments as requested, Send titles to print once all legal documents are received in accordance to policy, Log income mail into reconciliation database, Daily work in STARS, SAP, BEACON, NMVITIS.

Administrative Associate II

NC Dept. of Public Safety, Juvenile Probation Halifax, NC (July ‘18-March ‘21)

Administrative Associate II- Daily office and administration work for District 6

(Halifax, Northampton, Hertford, and Bertie) counties. Assist Court Counselors and Juvenile Court Counselor Chief with daily needs and tasks, assist juveniles and families daily. Prepare documentation needed for the Court. Prepare and process monthly and quarterly reports. Assist and receive documentation from law enforcement or civilians as needed to file a juvenile complaint. Type and administer many letters and correspondence daily. Daily work in Juvenile Online Information Network (NCJOIN). Request transportation for juveniles to and from court, medical apt., and or therapy apt. Answer and administer office telephone calls, messages and emails in an office setting. Review and edit district calendars and schedule appointments for the district as needed. Daily communication with courthouse staff to include DA’s, Defense Attorneys, and Clerk’s office as needed. Communication with community programs and schools. Copy, fax, scan, documents daily and distribute through the district. Order and distribute supplies for the district. Receive and Notarize petitions and orders for consent for court approval. Attend training as required.

Processing Assistant V

NC Dept. of Revenue Rocky Mount, NC (2016-2018)

Customer Service Agent Level II- Receive inbound calls from tax payers and provide a wide range of customer service through tax payer assistance by using all resources available to keep updated on new tax laws and statutes. Assist tax payers with delinquent accounts. Able to multitask and adapt quickly in a high paced environment. Collect on accounts by offering payment arrangements or accepting payment amounts in full. Serve wage and bank garnishments to delinquent taxpayers. Communicate with employers the amount and processing of taxpayers wages for garnishment. Assist banks with processing bank garnishment. Process wage and bank garnishment releases. Process penalty waivers when applicable. Process sales and use and withholding for business accounts. Provide assistance on all types of accounts from individuals and businesses. Human Resources Recruiting Specialist

West/Alorica Rocky Mount, NC (2009-2016)

Customer Service Representative- Received inbound calls from customers, Accepted payments on account, assisted customers with ordering new services, payments on accounts and technical assistance.

Human Resources Assistant- Processed information for background and drug screenings, and scanning new hires with E- Verify. Greeted potential new hire candidates. Answered calls for company, which included messaging and appointments. Processed W-4’s and I-9’s for employees. Prepare daily reports and spreadsheets and daily organization of new hire documents which include filling and handling sensitive documents in proper location for complete discretion and minting compliance. Daily use of copier, fax and scanner. Microsoft Word and Microsoft Excel, and PowerPoint Proficient. Daily customer service with the public. Assisted HR. Director and Employee Relations Daily. Assist with Employee Relations to process FMLA and special accommodation requests and input up to corporate for approval daily. Accept FMLA leave paperwork and accommodation paperwork from throughout the site.

Lead Recruiter Specialist- Interviewed and hired candidates for employment which ranged from customer service positions, management, trainers, security and custodian. Various traveling to facilities and events for job fairs to recruit potential new employees and represent the company. Daily Recruiting candidates for employment. Represented the company at various job fairs and events. Facilitated all new hire orientation and training. Prepare and process all new hire credentials for new hire employment in the base. Provide information to new hires in regards to benefits. Create and process employee badges in the system to print. Assist new hires with time management, Kronos punches, and educate on time and payroll practices. Process background screening in GIS and Drug Screens through lab and also manual drug screenings in office. Process E-Verify request. Request schedules from clients to provide to new hires and also production management, Input schedules for New Hires in Spectrum. Terminated employees in the system at manager request. Assisted with Performance Reviews as needed. Communicated with all employees from management within the site to cooperate operations. Basic office duties as assigned. Data entry while using multiple software operations. Daily Operating systems included Taleo, Oracle, People Soft, Spectrum, E-Verify, and GIS. Tax Specialist II

H&R Block Rocky Mount, NC (Seasonal Employment)(2005-2014)

Daily calculation of income, deductions, and expenses in detail while using organizational skills. Daily customer service skills in meeting and greeting the public, answering telephone and taking appointments. Input income tax returns into software systems process income taxes to IRS and state which sometimes included multiple states. Prepare spreadsheets of daily returns using Excel. Process loans for clients. Accepted and processed payment due on tax returns. Daily bank deposits. Basic Office Duties as Assigned. Yearly training classes to prepare for new law changes and updates to the upcoming tax season. Assistant Fresh Foods Manager

Harris-Teeter Inc. Rocky Mount, NC (2000-2009)

Certified Department Manager. (Completed Managerial Program in 2008) Daily customer service. Preparation and handling of fresh foods for the department. Managed department and multiple employees daily. Attended several training course to teach proficiency in Ethics, Managing you People, Being Prepared to Lead, Production and Schedule Preparation and Sexual Harassment. Worked with upper management daily to prepare for increase and decrease in staff as needed upon demand. Prepared and ordered product for the department. Calculated and imputed costs, waste, shrink and profit into excel. Prepared weekly work schedules for employees. Processed monthly inventory and imputed invoices for approval. Trainings and Certifications

License Notary Public

CPR/Basic Life Support Certification

Executive Leadership Certification

HT Management Training School(BBT Program) - Assistant Manager Trainee Program H&R Block Income Tax Training

Memberships

Member of Haliwa-Saponi Indian Tribe

Member of Faith Baptist Church, Hollister N.C

Member of National Criminal Justice Honor Society - Alpha Phi Sigma Member of Alpha Sigma Lambor Honor Society- Nu Zeta Sigma Chapter Member of National Notary Association

National Beta Club-School Sponsor Junior and Senior Club Charter- Haliwa Saponi Tribal School

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