Alma Lewis
Dallas,TX
Summary
Seasoned Customer Service Specialist seeking Remote Customer Service Representative role, bringing 12 years of diverse experience in customer support, data entry, and collections. Proficient in Microsoft Office, SharePoint, Salesforce, and Zendesk; adept at resolving customer issues and maintaining confidentiality. Proven track record in handling high-volume calls and documentation with efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
clerk/merchandise
shiftsmart
Dallas, Tx
08.2023 - Current
- Cash daily job, stocker, Customer Service
- Managed inventory records and ensured proper stock levels.
- Maintained cleanliness and organization of work area daily.
- Handled customer inquiries and provided prompt assistance.
- Answered phones in a courteous manner while providing excellent customer service.
Data Entry Reviewer
Maximus
Brownsville, Texas
01.2022 - 06.2023
- Company Overview: Remote
- Evaluated and processed government Assistance Connectivity Program (ACP) applications, ensuring accurate decisions on over 100 applications per day.
- Managed the review and maintenance of confidential documentation, upholding strict data integrity and privacy standards.
- Utilized a variety of software tools including Microsoft Office, Teams, SharePoint, and Salesforce for data entry and customer file updates.
- Remote
- Reviewed documents for accuracy and compliance with company standards.
- Conducted thorough research to support decision-making processes.
- Collaborated with team members to enhance review processes and workflows.
- Documented all review processes including notes, observations, analyses, recommendations.
- Worked closely with management team to provide updates on progress of reviews being conducted.
- Maintained communication with customers throughout the review process ensuring they were updated regularly about progress being made.
Customer Service/Collection Representative
Credit Protection (Dallas North Texas Tollway)
, Texas
12.2019 - 04.2022
- Negotiated and arranged payment plans for outstanding balances, facilitating the resolution of financial barriers to client services.
- Adhered to strict confidentiality protocols, safeguarding sensitive client information in accordance with data privacy regulations.
- Resolved customer inquiries efficiently, recording interactions and resolutions in SharePoint and Zendesk for quality assurance and follow-up.
Customer Service Representative
Decker Staffing
02.2017 - 07.2018
- Provided comprehensive support through data entry, processed credit card payments, and managed order status inquiries to ensure customer satisfaction.
- Addressed and resolved customer complaints effectively, contributing to the maintenance of high service standards.
Substitute Teacher
Childcare Careers
03.2017 - 05.2018
- Assisted with daily activities to enhance toddlers' preparedness for school entry, fostering essential life skills and literacy through group reading sessions.
- Coordinated activities aimed at promoting physical, mental, and social development among young learners.
Customer Service Representative
UnitedHealth Group / Optum RX
06.2016 - 02.2017
- Delivered comprehensive support to clients regarding health plan benefits, account management, and claim procedures, enhancing customer understanding and satisfaction.
- Contributed to service quality by recommending enhancements to product offerings based on customer feedback and inquiries.
Customer Service Representative
Manpower Maximus Federal
04.2014 - 12.2015
- Managed a high volume of inbound and outbound calls to coordinate medical appointments for veterans, ensuring timely and efficient scheduling tailored to individual needs.
- Accurately captured and processed sensitive personal information into the database, maintaining confidentiality and compliance with data protection regulations.
- Developed and maintained Excel reports to track appointment metrics, providing supervisors with reliable data to support operational decision-making.
Collections Representative
ATS
03.2012 - 04.2014
- Assisted customers in resolving billing issues and facilitated payment collection to maintain account accuracy.
- Implemented auto-pay setups to ensure timely and consistent payment transactions for customer accounts.
Floor Instructor
Texas Barber College
04.2008 - 12.2011
- Instructed students on curricula aligned with state and board examination requirements, ensuring comprehensive understanding and preparedness.
- Facilitated practical training sessions to enhance students' hands-on skills crucial for professional certification.
Education
Bachelor's Degree -
Texas Barber College
Dallas, TXSkills
- Desktop
- Effective Communication
- Active Listening
- Problem-Solving
- Time Management
- Empathy
- Technical Proficiency
- Data Entry
- Familiarity with Customer Relationship Management (CRM) software
- Multitasking
Certification
- SIDS, Shaken Baby, and Brain Development, LifeQuest, 02/01/17, 02/28/19
- Safe Sleep Reducing the Risk of Sleep Related Infant Death in Childcare, LifeQuest, 02/01/17, 02/28/19
- Nutrition and Physical Activity for Children, LifeQuest, 02/01/17, 02/28/19
- Age Appropriate Physical Activity for Children, LifeQuest, 02/01/17, 02/28/19
- Child Growth and Development, LifeQuest, 02/01/17, 02/28/19
- Child Growth/Development from Infancy to School Age, LifeQuest, 02/01/17, 02/28/19
- Child Health and Safety, LifeQuest, 02/01/17, 02/28/19
- Child Abuse/Neglect for Childcare Professionals, LifeQuest, 02/01/17, 02/28/19
- Medication Administration in Childcare Ensuring Children's Safety, LifeQuest, 02/01/17, 02/28/19
- Emergency Planning for Child Care Providers, LifeQuest, 02/01/17, 02/28/19
- Positive Guidance Discipline, LifeQuest, 02/01/17, 02/28/19
- Fostering Children's Self-Esteem, LifeQuest, 02/01/17, 02/28/19
- Introduction to Childcare, LifeQuest, 02/01/17, 02/28/19
- CPR/First Aid/AED (Defibrillator) Training, LifeQuest, 02/01/17, 02/28/19
Timeline
clerk/merchandise
shiftsmart
08.2023 - Current
Data Entry Reviewer
Maximus
01.2022 - 06.2023
Customer Service/Collection Representative
Credit Protection (Dallas North Texas Tollway)
12.2019 - 04.2022
Substitute Teacher
Childcare Careers
03.2017 - 05.2018
Customer Service Representative
Decker Staffing
02.2017 - 07.2018
Customer Service Representative
UnitedHealth Group / Optum RX
06.2016 - 02.2017
Customer Service Representative
Manpower Maximus Federal
04.2014 - 12.2015
Collections Representative
ATS
03.2012 - 04.2014
Floor Instructor
Texas Barber College
04.2008 - 12.2011
Bachelor's Degree -
Texas Barber College