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Phone: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLEPerformance-driven and results-oriented administrative professional with diversified experience in organizational and program support, correspondence, and case management. Knowledgeable, analytical, and personable with excellent problem-solving skills. Background includes interpreting and applying regulations and policies. Strong organizational, customer service and communication skills with the ability to independently plan and complete work processes. Outstanding team player with a proven ability to organize and prioritize work in high-pressure environments. Excellent verbal and written communication skills and effective in the management/coordination of critical office projects. PC Proficiency in MS Word, Excel, PowerPoint,Core Knowledge & Skill Areas:Relationship BuildingAnalytical SkillsOrganized and MultitaskedHighly MotivatedProfessional Decision MakingCommunicationPROFESSIONAL EXPERIENCEMV Transit 06/13/21 - Current Decatur, ILAdministrative Assistant - Provide admin. assistance to Site General Manager, Operations Manager, Safety Manager, Finance Manager using Time Management skills, independent work, or with team, Train new staff to assist with Finance processes (Fare Count). High level confidentiality and integrity, both internal/external. Thorough and accurate completion of all data entry to assist with monthly reporting for all Senior level Admin Respond to employee, and public calls, call distribution Passenger count data entry, and reporting, monthly totals, Special events tracking Fare counts(manual-Cash), electronic -coin), Fare reporting and Fare data-entry Coordination with Dispatch employees, and drivers to ensure accuracy of Data entry Driver support, driver website Mail pick- up, and distribution Customer service internal, external Log and track all customer complaints Excellent time management skills, Works well independentlyAs well as All Other duties assignedCustomer Service Representative - responsible for a variety of clerical duties, including reconciling driver manifests and accurate entry of data in Trapeze software, taking reservations, providing information, assisting with application process, preparing eligibility letters, preparation of pre-paid tickets, assisting Accounting Manager and other assigned duties. He/she must have basic Excel skills, excellent ten key skills, be attentive to detail, professional, provide superior customer service and be able to work in a team environment in a fast-paced office, and must have good communication skills. accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly. Accept trip reservations from eligible passengers, collecting all necessary data required to schedule trips accordingly.Answer passenger calls collecting all necessary trip information for the permissible time.Provide system information for current and new passengers as well as for potential passengers on accessing the transportation service and using it effectively.Complete data entry of passenger files and specific trip requests, negotiating requested times where necessary or appropriate.Provide feedback to passengers in the way of follow-up calls as a course of duty or as required by schedule changes.Communicate passenger cancellations in a timely manner to scheduling, dispatch, or vehicle operations personnel.Maintain up to date passenger records in customer database, making all necessary changesin status, client contact information, fare/rider type or other important field entries.Startek - 05/ 17/2021 -07/03/2021 Decatur, ILRemote Customer Service Rep. - Responsible for evaluating the needs of the caller to determine the correct course of action to transfer the caller to schedule a COVID 19 vaccine appt, location of vaccination sites, text mobile message site locations. Use knowledge-based articles to respond to questions regarding COVID 19 vaccination.Evaluation of customer needs to determine best course of actionTransfer/refer caller to appropriate entity according to established guidelinesFacilitate caller requests for materials, through email, text, or downloadMaintain an understanding of CDC information on regulations, policies and proceduresAdhere to Privacy ActRespond to all inquiries Track and document all inquiries using the applicable systemMerge IT - 12/07/2020 - 05/13/21 Decatur, IL100% Remote Steady State CSR- Responsible for customer service support and data entry for users of the State of Oklahoma government websites. Possess the ability to aid Oklahoma residents calling to amend/complete/appeal applications in order to receive UIOK benefit compensation.Greet/Verify caller using proper methodProvide outstanding customer service to callers using VOIP system provided by OESCUse of 8 systems to access claimView claim thoroughly to translate claim status in terms that claimant can understandCompletion of data entry changes in claim, process claims manually for claimant, process appeal over the phoneAccess state provided knowledge base to respond to claimant questions and address claim issuesLog all calls using proper logging system, providing details of actions completed during the callEscalation of calls using approved methodSC Colony Brands - 11/07/2020 - 05/10/2021 Decatur, ILHome CSR Agent - Responsible for Assisting customers complete orders, process payments to accounts, edit orders to SC Colony Brand customers through various systems using company provided virtual desktop tools. Using proper company protocols.Greet/ verify customer using specific company greetingAssist customers with online and phone orders, placement, edit, cancel, payments/billing, upsell, extend offer info for current promotions, generate catalog circulation, transfer customer to correct line for further assistance if call was out of scope of workUpdate personal PC weekly to remain current with new system informationMeet quality assurance metricsVolt 11/2018 - 7/2020 Decatur, ILRecruiter/Talent Acquisition - Responsible for assisting and participating in the full-cycle Talent Acquisition process to attract top talent to Caterpillar. Possess the ability to develop and utilize innovative sourcing strategies, conduct interviews, selection and on-boarding for all corporate hires.Perform full-cycle recruiting functions for both direct hire and temporary openings, including reviewing resumes, scheduling and conducting interviews, extending offers, and initiating the on-boarding processSource passive candidates using proactive recruiting methods for open positions while building a pipeline of talent for future needsPost and monitor positions on 3rd party job boardsProvide outstanding customer service to both candidates and hiring managersMaintain companys records and systems by updating candidate and requisition statusesProcess and track recruiting invoices upon recruiters approvalPerform general administrative functions, such as copying/filing, processing invoices and creating and updating recruiting forms, templates, and SOPsAssist Talent Acquisition team in responding to all candidate inquiries for both the Corporate Office and FieldAssist the HR department in additional areas, such as employee events and departmental projectsHomewood Suites by Hilton 06/2018- 03/2019 Decatur, ILHotel Guest services Front Desk Receptionist - Provide a high level of hospitality upon guest entry into the hotel until check out.Greet each guest in a welcoming manner to create a home away from home experienceComplete guests check in, and check out in an efficient and timely mannerCover price quoting and amenity options during reservation creationCommunicate with potential guests and customers of all backgrounds to ensure that all customer preferences are catered toCognizant Technology Solutions 06/2016 03/2017 Springfield, ILSenior Process Executive Provided advanced assistance with enrollment applications to ensure that all service providers were enrolled properly prior to deactivation deadline. Provided more in-depth information about enrollment details using the Blue Zone system for billing purposes. Handling of high-volume calls to provide all users the opportunity to enroll within the Federal timeline. Various other duties as assigned.Ability to effectively interact with leadership within Health & Family Services, and Sister AgenciesPossess an understanding of the Provider systems to assist with questionsProvided advanced assistance with enrollment processing, application screening for approvalRespond to inbound mailbox for application assistanceOutreach calls to extend assistance with barriers completing the applications for revalidating providers prior to deactivation deadlineActively researched the informational website for errant information and necessary corrections prior to contract end dateParticipation in UAT Training Sessions to receive system update info, and enhancementsExhibited proficient technical writing and editing skillsNext Level Business Services 03/2015 06/2016 Springfield, ILProvider Outreach Specialist Execution of communication and outreach management processes and standards according MMIS Provider enrollment Communication and Outreach Plan. Provide instruction and training to HFS Staff as well as stakeholders, Illinois providers and service providers across the United States.Produced content of various technologies email blasts, FAQs, Survey tools, social media etc. to include modern communication methodsPresentation of information to end users to provide step by step guidance in the new Illinois Medicaid system (IMPACT)Provide inbound call center assistance for current and new providers credentialing in the IMPACT systemCreate trouble tickets and assist with troubleshooting when encountering end user issues during enrollmentProvided step by step instructions to gain access to applications, making modifications to applications Aided in the development of project communication mechanisms i.e., communications center, email lists, and websiteProviding training and education to social service providers on the processes policies and procedures for enrolling as an Illinois service providerREM Services Inc. 01/2015 - 3/2015 Decatur, ILProgram CoordinatorResponsibilities include Responsible for full program coordination on administrative level for Home Energy Auditor Training Program (HEAT). As well as job descriptions listed below for REM Services.Effective interaction with Program Instructors for scheduling, billing and to ensure program goals were achievedREM Services Inc. 06/2013 - 06/2014 Decatur, ILOutreach CoordinatorResponsible for informing and educating the community about the Home Energy Auditor Training (HEAT) program. Work throughout the community in various venues including churches, organizational meetings and other community gatherings to present information regarding the HEAT training.Schedule and attend community meetings and events that serve the targeted audiencePerform presentations on the HEAT training program at church and other communities.Coordinate the contract field workers that will deliver information about the HEAT program at various intervalsActively marketed program using radio spots, door-to door promotion, cold callingResponsible for monitoring outreach materials and assisting in material reproduction.Tracks all outreach efforts including venues visited, numbers impacted, and related information, as well as updates the database accordingly.Assists in responding to HEAT program inquiries when in the office and follows up on program inquiries.Effectively acted as Case Manager in absence of a Program Case Manager, which consisted of case plan creation, goal setting, job coaching and mentoringPlanned, organized, directed and managed a wide variety of administrative duties including but not limited to:Responsible for the oversight of all administrative functions for the program.Provided administrative support to all office staff, project facilitator, and case managerManaged and processed personnel, payroll, and other administrative activities.Always provided professional and consumer friendly front office servicesFacilitated the efficient implementation of the Home Energy Auditor Training projectCoordination scheduling of program calendar, program orientation, pre-employment drug screenings, and pre-entry TABE assessment, and post TABE assessment reviewsMaintenance of files, Attendance recording, conducted file audits and reviews.Responsible for all client trackingUnited States Department of Commerce United States Census Bureau 05/2010 - 09/2010 Decatur, ILEnumeratorPerformed field work, which involved canvassing, listing, and interviewing. As a lister I also received 27 hours of training.Confidential, and legible data collection, and documentationHandled a high-volume workload with completion in timely fashionAdherence to all federal guidelines to deliver completed questionnairesCanvassed areas, updated the address list maps, and delivered questionnairesMeets challenging timeline and quality objectives by accurately managing caseloadConducted quality control operations at a sample of addresses in an assigned areaParticipated in quality control listing, recanvassing of areas that failed the quality checkProfessionally conducted interviews with residents and others, effectively explaining the purpose of the visit.H&R Block Enterprises 12/2005 - 1/2011 Decatur, ILClient Care Specialist,Contacting any current year client who did not complete his or her tax return on the first visit with a Tax Professional. Take the initiative to convince client that H&R Block is the right choice for their tax preparation. Develop a network of associates that can be leveraged to handle specific issues a client may have, fostering a team approach to client issue resolution. Provide information to Office Leader to ensure client needs are satisfied in a timely manner.Communicate via phone and email with clients who did not complete their return. Create and maintain tracking report.Use mailroom equipment to sort, process, route, date stamp and identify priority mail; Use office automation to collect, input and process data received.Document and communicate to management any recurring or significant problems or issues and techniques, such as answering immediate conversion questions.Observe and report call trends when noted. Participate in outbound call campaign daily Response to requests from authorized internal/external customers while maintaining the integrity and security of records, hard copy and electronic according to agency and federal procedures and policies.Work independently and accurately with attention to detailCommunicate information clearly and accurately to internal/external customers.Analyze problems and anticipating customers' needsMarketing Consultants Unlimited 03/2009 - 11/2009 Decatur, ILLife Skills Trainer/ Job TrainerProvided a different array of life skills training courses to eligible transitional housing residents. Active research of various community employers to assess the skills needed by employers. Coordination of intern program and ongoing development of intern program.Creation of lasting relationships with employers in the community to facilitate placement and progress of intern.Assess client skills to match client with compatible employersActively research various community employers to assess the skills needed by the employer in order to create a proper fitProvide weekly life skills workshop trainings ranging from Home Inspection Cleaning to ApplicationsQuarterly employee evaluations of clients in transitional training for feedback from employer, to help assist client with barriersStartek USA 06/2008 - 03/2009 Decatur, ILCustomer Service RepresentativeProvide excellent customer service assistance to cellular phone company consumers.Assist consumer with servicing account in facets ranging from account specific information to device usage, and troubleshooting, as well as bill payment or issuesFollowed all regulations to provide services mentioned to all consumersManage up to 20 database systems efficiently to provide the range of services offered to consumers professionally.Met all productivity goals with one call resolutionAutomated Health Systems/ Illinois Health Connect 08/2007 - 12/2008 Decatur, ILOutreach and Education SpecialistOutreach, education and assistance of all eligible consumers in the selection of a (PCP) primary care provider through individual and group presentations in the field.Operation and function of remote satellite office from DHS family resource office located in Logan County IL.Corresponded with all AHS/DHS staff to create a positive working environment for both entitiesMaintained documentation of all activitiesResponded to inquiries and input data into records management software.Proficient in the use of collection and database systemsAccurate presentation of information relayed to customers in their preferred language (via use of Dictaphone, bilingual line connection, and interpreter services).NJL Enterprises/Marketing Consultants Unlimited 08/2006 - 12/2008 Decatur, ILLife Skills FacilitatorProvide different array of Life Skills Trainings to all eligible Public Housing Clients including but not limited to: Financial literacy, Organization, Time Management, and Appropriate Work Attitudes.Communication with all clients in a professional manner for efficient delivery of servicesCorrespondence with Program management to ensure that agency goals were met and exceededOutsource clients to proper community agencyAttend coordination meetings with program director for feedbackNeighborhood Housing Development Corporation 02/2006 - 08/2006 Decatur, ILPrograms ManagerSuccessful coordination and scheduling of public events held, itinerary, and information used in financial literacy training series.Review of all training applications, with input of selection of attendees Facilitation of all financial literacy training workshopsWrote correspondence, organized office filing system, filed paperwork, and completed other office duties as needed i.e. managed phone lines, email and fax inquiries/requests and corresponded accordingly.Development, operation, and maintenance of desktop materialsBuild rapport and establish contacts while providing pertinent informationDecatur Housing Authority/Project Success 05/2004 - 02/2006 Decatur, ILFamily LiaisonProvided coordination of services to all eligible public housing residents with children grade K - 6th. Work collectively with parents, school staff, and other identified service providers in the community to increase the child's chance of becoming a more successful student academically and socially.Served as mentor, advocate and resource for all eligible familiesParticipate in formal case reviews with management on difficult cases, by explaining identified issues to collectively resolve issuesMet challenging timeline and quality objectives by accurately managing caseloadSupervision of all aspects of liaison asst. position. Objective completion of all progress reviews with liaison asst.Met and exceeded all pilot program goalsAttend community meetings to stay in the loop with new and existing services available to clientsConstant recruitment efforts used to obtain new clientsOrganization, scheduling, and conducted all facilitation of all Monthly Family activity functions Creation of entire program intake - exit process, including forms, orientations, and client trackingEfficient use of DHA database used to track all client interactionsDecatur Housing Authority Decatur, ILROSS Program Peer CoachProvided coordination of services to all eligible public housing residents. Accompany residents to various personal and professional development related appointments.Promote job retention by developing relationships between employers of public housing residents. Encourage clients to pursue stable careers that will lead to self-sufficiency.Assist clients with career goal setting.Coordinate regularly with job coach and case manager to discuss individual cases and make recommendations.Monthly calendar planning and facilitation of orientation of new clienteleDecatur Housing Authority Decatur, ILResource AssistantDelivery of excellent customer service to residents and community upon entry into buildingCoordination of calendar of events held in the Family Resource Center and Ulrich Center to ensure smooth transition of rentalDevelopment and distribution of correspondence, promotional materials via regular mailOperation and upkeep of all office equipment daily, arrangement of service of office equipmentResponsible for all agency public forum meeting minutes, and distribution of minutes to agency partners in attendance of meetingsDecatur Housing Authority Decatur, ILAssistant Homebuyer CounselorCoordination and scheduling of homebuyer counseling classes provided by Decatur Housing Authority for eligible public housing and Subsidized housing clients.Preparation of all documentation for individual client portfolioAll office functions including but not limited to typing, and filing, cold calling clientsContacted various community agencies to establish collaborative effortsAttendance of community events, and facilitation of homebuyer classes at the request of homebuyer counselorPROFESSIONAL DEVELOPMENT 2014 Gale Online Course Administrative Medical Asst. Decatur, IL 2013 MS Word/ Excel Decatur, IL 2010 Census Bureau NRFU Enumerator Training Decatur, IL 2010 Census Bureau Vacant Deletion Training Decatur, IL 2009 Illinois Worknet Online Advisor Decatur, IL 2008 Engaging Tenants in Services SHPA Springfield, IL 2008 AT&T Client Care Specialist Training Decatur, IL 2007 O&E Specialist Training AHS/IHC Springfield, IL 2006 Marketing Your Business U of I Ext. Decatur, IL 2006 Construction Mgmt. HSAC Springfield, IL 2006 Financing Development HSAC Springfield, IL 2006 Preparing for Development HSAC Springfield, IL 2005 Mgmt. Skills for Sup. Rockhurst Univ. Champaign, IL 2005 Strengthening Skills in Workplace Rockhurst Univ. Champaign, IL 2005 Building a Successful Team Learning Alliance Co. Decatur, IL 2005 Social Motivators Points of Light Foundation Decatur, IL 2005 Mental Health Training Heritage Behavioral Health Decatur, IL 2005 Case Mgmt. Training Decatur Macon Opp. Decatur, IL 2005 Crisis Intervention Heritage Behavioral Health Decatur, IL 2005 Workforce Development Assoc. of Job Trainers Decatur, IL 2004 Substance Abuse Training Heritage Behavioral Health Decatur, IL |
