Angela Smith
Manchester,Kentucky
Summary
Respectful self-motivator gifted at finding reliable solutions for every situation. Experienced in Leading, Training, Clerical Task and Record keeping and offering skills in any office setting. Fluent in English, but also knowledgeable and accustomed to working with cross-cultural, global customers and teams.
Overview
14
14
years of professional experience
Work History
Administrative III specialist
Kentucky Transportation Cabinet
Manchester, KY
2023.Dec - Current
- Travel to events for counties that do not have their own regional office to issue DL, ID, Permits and CDLs
- Use Adding Machine Calculator as I’m required to use this daily for Cash balancing
- Use of Excel to obtain Spreadsheets to keep record of daily task
- Following protocol and steps to close out end of business day to obtain record of balancing
Printing schedules - Registering KSP testers and then issuing proper credentials after passing
- Learning and utilizing the KY Driver's License Information System (KIDLIS)/IDEMIA issuance program, being able to read and interpret a driver’s history record and enter data accurately
- Answer inquiries regarding Driver Licensing laws and policies and assisting customers based on these policies and laws
- Answer inquiries regarding Commercial Driver Licensing laws and licensing processes
- Answer applicants on their questions and concerns related to driver licensing
- Also issue credentials to approx 30+ customers daily
- Resolving any problems that arise with returning customers and make calls to resolve issues for the office
- Traveled to other locations to help train new and old employees of their Job titles
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Interacted with customers by phone, email, or in-person to provide information.
- Reconciled account files and produced monthly reports.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Processed both cash and card purchases and returns.
- Quickly and accurately counted drawers at start and end of each shift.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Handled cash with high accuracy and took care to check bills for fraud.
- Documented data and completed accurate updates to case records.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
Lead Put (Portable Traveler Unit)
Quantam
06.2022 - 12.2023
- I travel to events for counties that do not have their own regional office to issue DL, ID, Permits and CDLs
- Use Adding Machine Calculator as I’m required to use this daily for Cash balancing
- Use of Excel to obtain Spreadsheets to keep record of daily task
- Following protocol and steps to close out end of business day to obtain record of balancing
- Printing schedules
- Registering KSP testers and then issuing proper credentials after passing
- Learning and utilizing the KY Driver's License Information System (KIDLIS)/IDEMIA issuance program, being able to read and interpret a driver’s history record and enter data accurately
- Answer inquiries regarding Driver Licensing laws and policies and assisting customers based on these policies and laws
- Answer inquiries regarding Commercial Driver Licensing laws and licensing processes
- Answer applicants on their questions and concerns related to driver licensing
- Also issue credentials to approx 30+ customers daily
- Assigning everyone’s jobs for the day and put them on a schedule in accordance to business need
- Filling out time sheets for the office and have those submitted every Friday in time for payroll
- Resolving any problems that arise with returning customers and make calls to resolve issues for the office
- I've traveled to other locations to help train new and old employees of their Job titles
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Interacted with customers by phone, email, or in-person to provide information.
- Reconciled account files and produced monthly reports.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
- Monitored and oversaw general cleaning of office in line with company cleanliness standards.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Processed both cash and card purchases and returns.
- Quickly and accurately counted drawers at start and end of each shift.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Handled cash with high accuracy and took care to check bills for fraud.
- Documented data and completed accurate updates to case records.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced team productivity with thorough training sessions on company policies and best practices.
- Developed performance metrics, tracking employee progress and providing feedback for continuous improvement.
- Maintained up-to-date knowledge of industry trends and best practices in order to inform decision-making and drive innovation within the organization.
- Maintained office calendars to track important dates and deadlines.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Customer Experience Associate I/Redaction Specialist
Conduent
03.2020 - 06.2022
- Approve or deny apps based on policy and documents received for info required
- Redacted personal information using a special software to get rid of unwanted information for the consumer to avoid release of potential PHI or PII
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Asked customers questions to determine, verify and solve common problems.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Borrowers Assistance Collection Specialist
OneMain Financial
04.2018 - 11.2019
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Received and processed incoming phone calls from customer or client base (Had to place 100+ Outbound calls daily to reach expectations)
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Recorded details of customer interactions, inquiries, complaints and comments
- Effectively identified customer concerns over the phone
- Referred unresolved customer issues for further investigation if needed, per procedure/Scripting
- Referred unresolved customer grievances for further investigation
- Communicated with a clear, distinct voice
- Trained new hires with Shadowing and peer to peer coaching
- Filled in as team Lead/Sup when supervisors were out on vacation and had to keep track of the teams work and attendance and coaching's
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Developed and documented collection procedures and policies to comply with government regulations.
- Analyzed customer financial records to determine appropriate payment plan.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Processed debtor payments and updated accounts to reflect new balance.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained accurate records of customer accounts, payments and payment plans.
- Responded to customer inquiries and provided detailed account information.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Maintained consistently high success rate of collecting on overdue accounts. (Hit high bonus payout every month)
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Trained new team members on scripts, company services, and collection strategies.
- Achieved performance goals on consistent basis.
Customer Service Representative Tier II
General Dynamics (Maximus)
09.2013 - 04.2018
- Speaking with Health Insurance Customers and Companies offering customer service while maintaining a positive and professional phone demeanor
- Speaks with approximately 30+ customer’s daily
- Received and processed incoming phone calls from customer and/or client base
- Recorded details of customer interactions, inquiries, complaints and comments
- Effectively identified customer concerns over the phone
- Referred unresolved customer issues for further investigation if needed, per procedure/Scripting
- Responded to customer inquiries
- Assisted in trainings and job coaching's of staff
- Acted as a job coach and mentor for coworkers
- Referred unresolved customer grievances for further investigation
- Communicated with a clear, distinct voice
- Maintained effective working relationships with customers and internal departments
- Mentored and assisted in multiple new Marketplace CSR training classes for a weeks at a time
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
Overnight Stocker
Walmart Supercenter
04.2012 - 09.2013
- Scanned shelves and product cases to locate expired, outdated, and spoiled items.
- Received, sorted and processed incoming stock and materials to prepare the stock for storage or shipment.
- Trained new hires on tasks, company policy and procedures
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Responded to customer queries and complaints regarding stock and merchandise to resolve issues and increase satisfaction.
- Inspected inventory to identify shortages and maintain consistent inventory.
- Stocked shelves, racks and cases with new or transferred merchandise.
- Moved cardboard, plastic ties and other debris from unboxing to trash.
- Kept work areas neat, clean and free from debris.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Interacted with guests in friendly and knowledgeable way.
- Managed timely and effective replacement of damaged or missing products.
- Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and check transactions to complete customer purchases.
Census Customer Service Representative
Senture
03.2010 - 08.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
NA -
Somerset Community College
London2012
Skills
- Communication
- Time-Management
- Conflict Management and Customer Services
- Adding Machine Calculator
- Expert in Microsoft office (Outlook, Word, Excel, PowerPoint)
- 10 Years in Customer Service with Phones and Computers
- Data Communications
- Professional Development
- Policy and Procedure Modification
- Written Communication
- Clerical Support
- Ability to Be a Leader
- Office Supplies and Inventory
- Records Management Systems
- Office Organization
- Project Management
- Digital Filing
- Workflow Processes
- Administrative Support
- Database Administration
- Microsoft Office
- Policy Implementation
- Staff Training
- Training and Development
- Excellent Multitasking Abilities
- Coaching and Training
- Customer Experience
- Employee Timesheet Processing
- Electronic Filing System
- Strategic Planning
- Outbound Calls
- Records Filing
- Financial Tracking
- Software Applications
- Office Equipment
- Scheduling
- Documentation
Additional Information
- Current Work Location: , KYTC (London Regional Drivers Licensing in London KY)
Timeline
Administrative III specialist
Kentucky Transportation Cabinet
2023.Dec - Current
Lead Put (Portable Traveler Unit)
Quantam
06.2022 - 12.2023
Customer Experience Associate I/Redaction Specialist
Conduent
03.2020 - 06.2022
Borrowers Assistance Collection Specialist
OneMain Financial
04.2018 - 11.2019
Customer Service Representative Tier II
General Dynamics (Maximus)
09.2013 - 04.2018
Overnight Stocker
Walmart Supercenter
04.2012 - 09.2013
Census Customer Service Representative
Senture
03.2010 - 08.2010
NA -
Somerset Community College