Professional Profile

I have three years of successfully managing an office staffed with 35 agents, maintaining scheduling for all agents and organizing staff meetings. Very detail oriented and proficient data entry experience for over 10 years. Advanced skills in typing, communication and time management.

·   Accounting

·   Microsoft Office

·   Data Entry

·   Mathematics

·   Detail Oriented

·   Basic Computer Knowledge

·   Communication Skills

·   Management

·   Supervisory

·   Human Resources

·   10-key

·   50+ WPM

Professional Experience

Member Service Specialist

HealthEquity

September 2014-Present

Responsibilities:

·   Answered fast paced incoming calls to assist with account questions

·   Assisted with balances, payments and reimbursements

·   Assisted with finding payments and reconciling accounts

·   Educated members on the benefits and details of accounts

Office Manager

Miami Web Staff

October 2011-May 2014

Responsibilities:

·   Maintained an office of 35 to ensure full staffing met

·   Interviewed and made hiring decisions

·   Trained all team members to remain compliant with all policies

·   Assisted with handling escalated phone calls and diffusing the situation

·   Performed weekly QA monitors on all agents to ensure compliance

·   Performed data entry for shipments and call logs

Quality Assurance & Travel Associate

Teleperformance USA

June 2010-July 2011

Responsibilities:

·   Handled over 100 phone calls daily assisting customers with reservations

·   Performed daily monitors for 30 agents to ensure compliance

·   Data entry

·   Planned and facilitated weekly calibration meetings to ensure all agents were up to date on training and policies

·   Assisted supervisors by covering for their lunches and handling all escalated calls during that time

·   Trained new employees on how to use the phone, reservation system and all scenarios that may arise

Customer Resolution Agent

eBay Inc., Draper, UT

September 2009-April 2010

Responsibilities:

·   Handled over 100 phones call daily assisting customers with concerns with items bought or sold online

·   Data entry for items and cases

·   Responded to over 100 emails daily assisting customers with concerns with items bought or sold online

·   Taught members how to use their online account and the tools available to make them more successful

·   Made final decisions if a solution could not be made between the customers involved in a dispute

Education

Salt Lake Community College, Taylorsville, UT

Working toward a degree for MBA/Managerial Accounting

Still Attending

Accomplishments

·                Received Honor roll 2 quarters in high school

·                Outstanding Rating in State choir competitions for Solo & Ensemble

·                First place in National choir competitions for Solo & Ensemble

·                Received over 10 100% Customer Satisfaction surveys

·                Received “Hats Off” Award for exceeding sales goals

·                Received Employee of the Month two times

References

References are available upon request.