Customer Service Data Entry

Tracy L. Scott

** **** ****** **** ■ Covington, GA 30016 ■ 678-***-**** ■ ***********@****.***

Career Highlights

Dedicated Customer Service professional with 10+ years of experience in data processing, typing, filing, answering multi-line phones, and applicant testing,

Respected team member in the IT Division where I handle all FSA duties for the entire State of Georgia, Facilities,Maintenance requests, Records Management, and Supervisor of the Mail Room.

Nominated for “Best Customer Service Team Member by peers and upper management

Key Skills

Tracking/Analyzing Data

Data Entry

Mail Room Supervisor, Records Management

Typing over 75wpm

Facilities

Microsoft Word, Excel, PowerPoint

Professional Experience:

• Facilities Maintenance Coordinator (SPA)2009 to Present

o Responsible for coordination of maintenance, repairs, and renovations for SPA leased facilities and telephone equipment. (Conducted phone audit, saving agency over $40,000 per year)

o Assist in vendor evaluation process

o Assist in purchasing of supplies, equipment and services

Track and process work orders to completion

Monitor and maintain all agency electronic and unused items for surplus

• Records Management Officer

o Responsible for transferal of State Personnel Board Files, Ensure that all agency files are either disposed of, prepared for the State Records Center or State Archive. Ensure that all records are maintained based on the Secretary of State or Federal Guidelines Records Schedule.

• Faithful Service Awards (FSA) Program Administrator for State of Georgia employees

o Point of contact for over 100 FSA Coordinators – reconciling discrepancies or concerns pertaining in a timely manner, ensuring that all State Employees are recognized for their time in service based on 5yr increments. (looking at different ways to get information out to coordinators in a timely and efficient manner, shortend the process time from 2 weeks to 2 days)

• Workforce Manager for Nortel/AVAYA phone system.

o Monitor day to day activities of 16 call center agents, via various methods, either computer, or monitor phone calls

o Setting quality/quantity standards and motivating agents, all agents were at Green level in 1 month)

• Mail services operation processor

o Prepare incoming and outgoing mail for distribution ensuring that all interagency and U.S. postal guidelines are adhered to

o Use mail handling machines to time stamp, open, read, sort and route incoming mail

o Complete and maintain necessary financial records and forms

Description of Duties: Test Administrator (SPA) – June 2008 – August 2009

• Processed HR related documents/actions to facilitate administrative support of a State Personnel Administration HR Program according to established administrative procedures

• Served as a resource or contact person for the public, agency staff, conducts research and responds to the public or customer agency personnel questions or problems in a timely manner, verbally and/or in writing, enters data from forms, records, reports and/or other sources into computer, receives, screens and directs telephone and mail electronic communication

• Greeted and assisted internal and external customers. Processed exam materials and test scores, utilized applicant-scanning software and accessed database to process applicant test scores for statewide testing.

• Maintained filing, record-keeping systems, generated and/or retained divisional working documents.

Description of Duties:

Guest Services: Target, StoneCrest, Lithonia, GA, September 2005 – December 2009

• MMB Specialist: restocking, monitoring and maintaining of movies, music, books and other electronic equipment.

• Daily use of Target Intranet and handheld computer (PDA), assisting guests with electronic selections.

• Processed returns, gift certificates

• Provided wedding and baby registry assistance

• Handled customer complaints

• Cashier and maintained vendor logs

Description of Duties: Veterans Administration Hospital, October 2003 – May 2004

• Provided administrative support to four Safety Officers

o Generated correspondence; compiled meeting minutes, reconstructed the office filing system; file maintenance; switchboard operations; electronic calendaring; coordinated meetings and luncheons; assisted with Emergency Evacuation Drills and Fire Drills.

Description of Duties: Independent Contractor Conyers, GA August 2002 – May 2003

• Provided general administrative support to small and start-up businesses; duties consisted of switchboard operations, sorting and distributing mail, scheduling meetings, ordering supplies, data entry, light accounts receivables and payables, shipping overnight packages and assisting with specialized projects as needed.

Description of Duties: Larkin Furnace Construction, Conyers, GA Sept 2000 – May 2001

• Provided administrative support to office staff; answered multi-line phones, greeted clients, generated correspondence, alphanumeric filing, sorting and distributing mail; overnight shipping via UPS and FedEx.

Description of Duties: Various Temp Agencies, Atlanta, GA June 1998 – May 2001

Provided administrative and data entry support to various companies in the metro Atlanta area; duties included typing, filing, alphanumeric and 10-key data entry, switchboard operations utilizing multi-line phone systems; customer service; cashiering; taking inventory and distribution; accounts payable/accounts receivable.

Education:

• Colorado Technical University – Online – Business Administration - Associates Degree June 2011

• Colorado Technical University –Assoiciates Degree in Business Administration in June 2011 (90 credits)

• Colorado Technical University – Bachelors’ Degree (12 credits) July 2011 – Present

• Records Management Training – 3 Days August 2011

• Leadership Boot Camp – 5 Days April 2011

References provided upon request

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