Customer Service Rep

Skills and Software

Office Applications:

MS Word 03/07, MS Excel 03/07, MS PowerPoint 03/07, MS Publisher 03, MS Outlook 03/07, Adobe Photoshop, Adobe Illustrator, Adobe In Design, Adobe Pro 6.0, Alchemy Search 5.0, JASC Paintshop

Groupware:

GroupWise 5

Operating Systems:

Desktop Operating Systems: Windows 95/98, Windows 2000 (Pro), Windows XP (Pro and Home), Windows Vista

Programming Languages:

DHTML, HTML, XML, Java, PHP, Actionscript 3.0, Visual Basic, Cold Fusion

Databases:

Access, Association Plus, MySQL, inViseID, Oracle

Web Environment:

Adobe Dreamweaver, Adobe Flash

Internet Experience:

DHTML, HTML, XML, Java, Java Script, PERL

Education

Oxon Hill High School, High School, June 2004

Art Institute Online, Diploma, Web Design, September 2008

Villa Julie College, Bachelor, Psychology, May 2006

Transferred

University of Maryland University College, Bachelor, Computer Information Systems, Dec 2008

Transferred

DeVry University, Bachelor, Web Development, Present

Experience

Daon Trusted Identity Services, Alexandria, VA (01/2011-Present)

Customer Service Representative Technological Liaison

Trouble Ticket Coordinator

Security Threat Assessment (STA) Troubleshooting and Batching

Data Cleanup

Training Documentation

Hardware Support

Identify and Research Programming Errors

Develop end user Manuals

Participate in product testing

Ad Hoc Reports

Maintenance and Operation of programming tools

Daon Trusted Identity Services, Alexandria, VA (08/2010-01/2011)

Customer Service Representative

Process fingerprint cards.

Enter fingerprint demographic information into the database.

Scan fingerprint cards into the system.

Address TSC customer inquiries and requests concerning fingerprints.

Perform any necessary administrative work.

Perform other related duties and assignments as required.

American Psychological Association, Washington, DC (07/2006-07/2009)

Database Specialist

Create check request for invoices for processing.

Maintain the membership database by updating biographical information for members.

Design, implement, and analyze directory member surveys to 80,000 APA members.

Create and implement a training class based on QAS and address standardization.

Process new member files, directory surveys.

Process web site, phone calls, and interdepartmental inquiries.

Process member data reviews and other address updates

Analyze Online Membership Directory daily

Review updates, data refreshment, and actual display of online document

Prepare member reports for department's distribution and review

Request electronic files from MIS for ancillary departmental report generation

Direct, collate and file member surveys

Rotate files of previous projects to storage facility

Projects

QAS Training Class

I designed, created, and implemented a QAS training class. The purpose of this training was to increase accuracy when keying in mailing addresses. The Quick Address Software Pro (QAS) is software that is used to verify addresses accurately and conserve data integrity over time. The service center operations/communications departments were shown the correct format for mailing address, telephone numbers, email/websites and names (prefix, suffix, and degree). A PowerPoint was presented along with a workbook during implementation. The training consisted of 6 trainings with occupancy of 6-8 people. Documentation can be provided upon request.

Directory Survey

We surveyed 80,000 members every two years to get their most recent demographical information for the APA Directory online via paper and online surveys. New members were surveyed every 6 months. I oversaw the design, production and mailing of directory hardcopy surveys; utilized ‘Survey Gizmo’ to design online surveys and collect data; administered online publication of the APA Membership Directory.

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