Experience

Arkansas Public Employees Retirement System

• United States
• Government Administration
• 1 - 100 Employee

• Call Center Team Lead

  • Nov 2018 - Present

  • Provide training, coaching, and mentoring.• Track, consolidate and prepare summary calls queue time reports.• Evaluate work performance with each representative, conducting a mandatory counseling session on a monthly basis for the previous month. • Provide backup assistance to the Call Center Supervisor when needed.• Operates as a Call Center Representative when needed.• Facilitate group training presentations.• Lead the Call Center Representatives providing resources in areas needed. • Monitor calls to ensure that procedures and quality standards are strictly adhered.• Ensure that our member requests for termination refunds, retirement annuity applications and benefit estimate request are properly processed.• Submit regular reports to management while seeking new ideas and strategies to improve performance.• Reply to secure messages and workflow emails. • Assign workflows to appropriate counselors when necessary.

• Retirement Counselor

  • Aug 2015 - Present

• Retirement Counselor

  • Aug 2015 - Nov 2018

  • Council members on available annuity options for retirement via phone and in person.• Compute annuity benefits, utilizing years of service and compensation factors.• Interpret retirement legislation and policies and apply to specific retirement situation.• Worked and regenerated daily workflows.• Receive notice of death of retirees, determines beneficiary and processes final payment before closing benefits amount.• Review, research and validate History Adjustments request before making adjustment changes to member records.



U.S. Bankruptcy Court, Eastern & Western Districts of Arkansas

• Operations Support Technician

  • Oct 2001 - Sep 2014

  Provided customer service to pro-se debtors by receiving and reviewing incoming documents ready to be filed with the court. Researched and kept abreast of procedures to determine conformity with provisions of Bankruptcy Code, Bankruptcy Rules and Local Rules. Analyzed and opened new bankruptcies and adversary petitions as well as assigning Judge and Trustee to each new case. Analyzed and approved applications to pay filing fee in installments. Scanned and entered documents, forward to appropriate departments. Performed quality assurance by analyzing proof of claims for compliance and properly entered in appropriate cases. Researched, analyzed, and submitted proposals to the IT department to implement system enhancement for the court’s electronic case filing system as well as the Quality Control (QC) program to operate more successfully, effective and efficient. Quality Controlled (QC’d) data entries of on-line filers reassuring information met the rules and regulations of the bankruptcy code. Corrected data as necessary. Performed team leader duties such as researched, analyzed, and prepared proposals to submit to management for approval. Collected appropriate fees from pro-se debtors and attorneys, processed and entered cash, credit cards, and check transactions utilizing OTCNet. Accurately maintained and balanced the general ledger daily complied with administrative guidelines. Collected and resolved outstanding accounts receivables in the appropriate time frame. Successfully monitored cases flagged for future action to be taken within a specific time frame. Processed all incoming and outgoing mail utilizing FedEx, UPS, USPS. Utilized DYMO Stamps software to print postage daily. Provided customer service to attorneys, trustees, creditors, debtors and other government and state agencies. Trained and assisted customers on how to utilize the public terminals to view and print bankruptcy cases.



Little Rock School District Studen Registration Office

• Student Registration Specialist

  • Aug 1994 - Apr 2000

  Accurately entered and maintained student information in the database system AS400. Recruited students for various schools. Analyzed and suggested changes and requests for the student registration program. Trained newly hired school secretaries to use the database system AS400.Designed and implemented spreadsheets and annually reports that calculated a variety of school counts that were needed to implement the Little Rock School District plan. Received phone calls answering questions regarding enrollment and district policies.

• Principal Secretary

  • Aug 1989 - Aug 1994

  Accurately entered and maintained student information in the database system AS400. Recorded school absences. Answered multiple phone lines throughout the day. Provided services to school principals and teachers preparing correspondence, making copies, scheduling appointments. Prepared requisitions request. Sorted incoming mail, distributing to the appropriate areas.Performed other duties as assigned.