De'Venuce Mitchell
Dallas,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Biometric Fingerprinting Technician
Amentum
Dallas, TX
11.2023 - Current
- Shared service numbers with applicants and explained next steps in process.
- Held and grasped applicant's hands to obtain quality fingerprints.
- Conducted periodic facility checks of both interior and exterior and reported concerns to site supervisor to manage.
- Completed quality biometrics processing, capturing electronic fingerprints, photographs and signatures within established program-wide processing times.
- Reviewed applicants' identification to to verify identity against application information.
- Enhanced biometric data accuracy by meticulously capturing fingerprints and facial images.
- Provided exceptional customer service to applicants, addressing concerns and answering questions about the process.
- Maintained a high standard of fingerprint quality by adhering to established guidelines
- Process biometrics for USCIS to assist with background checks for various immigration benefits
Customer Service Agent
GAT Airline Ground Support
Dallas, TX
03.2024 - Current
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Streamlined check-in processes for faster service, resulting in reduced wait times.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
PT Sales Associate
Champs Sports
Colorado Springs, CO
10.2015 - 01.2024
- Increased client satisfaction by conducting timely product demonstrations and presentations tailored to their specific requirements.
- Exceeded sales targets consistently through effective lead generation, follow-ups, and closing techniques.
- Recommended Product or Service and explained features and costs to help customers make educated buying decisions.
- Furnished customers with exemplary service, helping build lasting, lucrative partnerships.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged in friendly conversation with customer to better uncover individual needs.
Eligibility and Enrollment Specialist - WFH
Connect For Health Colorado - Healthcare Exchange
Colorado Springs, CO
02.2020 - 10.2023
- Manage and take ownership of problems to find suitable resolutions for client satisfaction
- Analyze and evaluate organization's operations and procedures to offer recommendations based on findings; assist in identifying issues, sorting solutions and implementation
- Colorado Benefit Management System certified
- Monitor guidelines and compliance with security and privacy standards such as: FTI, PHI and HIPAA standards
- Managed customer eligibility determinations and assist with health plan selection/enrollment
- Understood and thoroughly explained services provided to customers and potential customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Educated clients on insurance policies and procedures.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Streamlined processes within the virtual workspace, improving productivity and efficiency among remote colleagues.
Eligibility and Enrollment Specialist & Team Lead
CGI Group Inc. US West
06.2017 - 02.2020
- Responsible for overseeing a staff of up to 20 customer service representatives for the Colorado Health Exchange
- Insured implementation of call center policies, operations, quality, and performance standards were understood and followed by agents
- Provided and documented performance feedback through daily, weekly, and monthly one-on-one sessions, performance reviews, and goal setting
- Responsible for recruiting, coaching, mentoring, motivating, terminating, and developing a team of customer service representatives while ensuring optimal productivity
- Colorado Benefits Management System - state certified
- Manage, process, and review timesheets, payroll, and daily attendance of Service Center employees
- Monitor guidelines and compliance with security and privacy standards such as FTI, PHI, and HIPAA standards
- Took escalated calls, to ensure issue resolution and customer satisfaction
- Managed customer eligibility determinations and assist with health plan selection/enrollment.
- Updated, entered and reviewed customer data.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development
Education
Medical Assistant Certification -
Pima Medical Institute
Colorado Springs, CO09.2006
H.S. Diploma -
Sierra High School
Colorado Springs, CO06.2005
Skills
- Excellent detail-oriented work skills, problem-solving, and critical thinking techniques
- Possesses a US Government Security Clearance (Moderate Risk Public Trust)
- Proficient in multi-task management, planning, and organization
- Computer Software knowledge: Microsoft Office Professional, Windows programs, SharePoint, Adobe Connect WebEx, Salesforce, Oracle, Colorado Benefits Management System (CBMS)
- Customer Service
- Relationship Building
- Issue Resolution
- Staff Education and User Training
Timeline
Customer Service Agent
GAT Airline Ground Support
03.2024 - Current
Biometric Fingerprinting Technician
Amentum
11.2023 - Current
Eligibility and Enrollment Specialist - WFH
Connect For Health Colorado - Healthcare Exchange
02.2020 - 10.2023
Eligibility and Enrollment Specialist & Team Lead
CGI Group Inc. US West
06.2017 - 02.2020
PT Sales Associate
Champs Sports
10.2015 - 01.2024
Medical Assistant Certification -
Pima Medical Institute
H.S. Diploma -
Sierra High School