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To assist all customers with the best white glove customer service experience. Demonstrate a positive and a can do attitude to get the job done accurately and effectively. To display organizational skills to properly establish invoices for collection of payment in the bookkeeping process.EXPERIENCENOVEMBER 2022  DECEMBER 2022ADMINISTRATIVE ASSISTANT - DLHCORP, LLC (contract  quadrant, inc remote)Organized email messages into the proper folders for the payment team. Responded to customers request using Outlook. Edited expense reports in Adobe Pro 2020 by labeling each expense per travel report. Saved each edit expense report by date and year in Share point. Communicated with coworkers using Microsoft Teams. Participated in department and regional online meetings using Cisco WebEx and Microsoft Teams.MAY 2022  OCTOBER 2022HELP DESK/ ADMINISTRATIVE, NATIONAL COUNCIL OF MENTAL WELLBEING (CONTRACT  QUADRANT, INC REMOTE)Answered inbound service requests using Zendesk web-based platform. Edited Shopify invoices using Standard Operating Procedures for instructors to pay for the number of learners who attended their sessions. Advised instructors that they must pay the amount due according to the terms of payment. Re-submitted invoices to the accounting department requesting payment. Collaborated with team members on Microsoft Teams chat. Corrected the number of learners who attended the sessions per customers request in Zendesk in the Customer Relationship Management system. Completed 40 service requests on average per day.MARCH 2021  AUGUST 2021CUSTOMER SERVICE REPRESENTATIVE, ICF (full-time permanent remote)Answered inbound calls on Medicaid, Food Stamp, and Utility Assistance using Cisco Finesse and NICE integrated softphone. Documented service requests in Cisco CRM. Submitted requests online for customers to receive Food Stamp, Cash Assistance and other assistance in the mail. Guided customers on how to find required documents and applications online. Accurately documented the interaction and customer request per call. Verified pandemic, food stamps, and cash assistance funds for clients using EPIC system.OCTOBER 2020  MARCH 2021CUSTOMER SERVICE REPRESENTATIVE, ICF (contract  THE ADDISION GROUP remote)Answered inbound calls on Medicaid, Food Stamp, and Utility Assistance using Cisco Finesse and NICE integrated softphone. Documented service requests in Cisco CRM. Submitted requests online for customers to receive Food Stamp, Cash Assistance, and other assistance in the mail. Guided customers on how to find required documents and applications online. Accurately documented the interaction and customer request per call.DECEMBER 2019  MARCH 2020INFORMATION SPECIALIST, GREEN KEY RESOURCES (SUB-CONTRACT  JBS/ CONTRACT NATIONAL INSTITUTE ON AGING)Provided information from various government agencies to assist customers with various health related questions. Created orders in Cisco Finesse on behalf of callers requesting free publications on Alzheimers and other types of dementia. Answered inbound calls requesting information on various publications and other issues involving the aging populations.OCTOBER 2011  MARCH 2019CUSTOMER SERVICE REPRESENTATIVE TIER 1 TO TIER 2, Montgomery County Government MC 311 Customer service Center.Researched solutions to assist customers using Siebel CRM. Recorded in Siebel for each service request requested by the customer. Answered each call using Avaya softphone. Documented on average 70 service requests per day and responded to 50 calls.EDUCATIONJUNE 2005ORGANIZATIONAL MANAGEMENT, University of PhoenixGPA is 3.44AUGUST 2000CRIMINAL JUSTICE, Marymount UniversityCompleted my internship with Prince Georges County Day Reporting Correctional Facility. Collected and researched data for a final Excel worksheet report with historical data on inmates who used substance abuse and entered in the Day Reporting Program.SKILLSAttentive, meticulous, data collectionDeterminedEditing invoices for collectionOptimistic, FocusedExcellent oral and written Communication skillsPrompt, dependable