Experience

EARLY CARE AND LEARNING, GEORGIA DEPARTMENT OF

• United States
• 1 - 100 Employee

• Customer Service Specialist 3

  • Jul 2021 - Present

  Demonstrate superior customer service and professionalism at all times.Work to resolve any issues/concerns to retain loyal business and increase client satisfaction.Meet/exceed all key performance metrics as established, answering incoming calls and routing to the appropriate areas. Document all client interaction for easy follow-up.Proficient navigation through assigned software such as NexxPhase and CAPS to complete established tasks.Upload verification documentation in Gateway and assist the public with general CAPS questions.Collaborate with Family Support, Program Administration and Scholarship Administration sections of the CAPS division. Mentored and trained new hires on customer service protocols to improve business moral and efficiencies.Documented and reported quality assurance standards based on company’s policies and procedures.Reported health and safety concerns to the proper management team. Show less

• Administrative Assistant 2

  • Mar 2019 - Present

  Provided administrative support to staff/management as needed.Quality checked all documentation for accuracy and data integrity.Managed assigned projects from inception to completion and ensured strict compliance with policies and regulations.Performed data entry, utilizing various sources to update/maintain logs and databases.Submit reports reflecting work completed and areas of opportunity.Provides leadership and consistently introduced innovative approaches to enhance performance, efficiency and clientsatisfaction.Participate in meetings for professional development and updates in organizational process. Show less



Division of Family and Children Service

• United States
• Government Administration
• 1 - 100 Employee

• Economic Support Specialist

  • Mar 2017 - Mar 2019

  Conducted interviews and investigated applicants and recipients to determine eligibility for use of social services and agency resources. Verified and documented client information which is required by county, state and federal regulations. Processed applications and reviewed information per appropriate criteria. Assessed the financial needs of each client and made appropriate referrals to other community resources as needed. Conducted case management under well-defined procedures and maintained established caseload. Maintained a high-volume workload within a fast-paced environment. Submitted recommendations towards process improvement in order to enhance overall efficiencies. Show less



Kelly

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Technical Support Specialist

  • Apr 2014 - Mar 2017

  Delivered world class customer service through technical support; maintaining high Customer Satisfaction and Issue Resolution scores. Provided Tier 2 Supervisor support to Apple customers Mac & iOS Tier 1 Advisors. Sold AppleCare+ and AppleCare+ Theft and Loss coverage. Booked Apple or Apple Authorized dealers’ appointments for hardware repair for iOS devices. Troubleshooting various Apple and non-Apple devices for functionality and network connectivity. Assisted the operational and training teams, and developed internal processes to improve data flow and management both internal and external to the organization. Multi-tasked systems while providing service and resolving customer issues, questions, comments, or concerns. Show less