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PHONE NUMBER AVAILABLEEMAIL AVAILABLESUMMARY OF QUALIFICATIONSProficient in Microsoft applications, Word, Excel, PowerPointTranscription 35-50 wpmProficient in Legal research, writing and Medical terminologyStrong communication skills, detail oriented,Public speaking and strong interpersonal skillsEDUCATIONGraduated 2005 - The City University of New York - The City College  BA -Pre-LawGraduated 2003  Sullivan County Community College  AAS-Paralegal StudiesEXPERIENCENational Telecommuting Institute9/16-4/23 Order Entry Clerk RemoteSeasonal Contract with the IRSI successfully implemented IRS standards, diverted disgruntled callers, and implemented excellent customer service skills leaving the callers satisfied by the end of the call from home, assisting taxpayers order IRS Forms and Publications during tax season.6/19  11/19 Maximus FederalUnited States Census BureauCustomer Service TrainerI supported the design, development and distribution of training programs and materials, conducted, planned and coordinated training to a variety of audiences. I coordinated logistics for instructional events, including scheduling classes, reserving classrooms and preparing workstations, determined resource readiness for courses, including materials, training room, technology, and collection and entry of training data. Maintain records of training activities, participant progress, and program effectiveness, provided production floor support and answer questions.Quality MonitorFollowed procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures. Participated in call monitoring sessions to ensure workers were performing in accordance with established quality and performance standards. Provided feedback on call monitoring results, evaluated recorded and or transcribed interactions of a complex nature between the caller chatter correspondent and the worker and provided appropriate context of ratings.