DONQUEKA EDWARDS
Forney
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Back Office Specialist
Marcus By Goldman Sachs
09.2023 - Current
- Provide incoming call coverage when needed to assist customers with various online retail deposit products such as online savings accounts and certificate of deposits.
- Access multiple electronic systems and document steps taken to efficiently service the customer.
- Application review and processing.
- Complaint monitoring and correspondence.
- Money movement transactions.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Meet established goals for all metrics, including call quality, productivity and profitability quotas, and customer acquisition by focusing on maximizing service to customers.
- Maintained up-to-date knowledge of industry regulations and compliance requirements relevant to back-office functions; implemented necessary updates accordingly.
License Permit Specialist III
Department Of Public Safety
05.2020 - 09.2023
- Meets and deals with general public in professional and courteous manner; answers general questions pertaining to applications for various types of driver licenses and identification card applicants.
- Advises applicants of suspensions, cancellations and revocations, and advises how to qualify.
- Work closely with applicants to determine eligibility and verify accuracy and integrity of applications.
- Checks accuracy of original, renewal, and duplicate license permit applicants, driver education certificates, school attendance forms, insurance documents, registrations, notarized forms and administers oaths as necessary.
- Administer road skills (drive test) examinations.
- Issues licenses and permits, collects appropriate license fees and prepares receipts; ensures and accepts accountability that monies received balance with receipts issued; captures photograph of applicants, their signatures, and their thumbprints.
- Perform daily bookkeeping reports.
Office Assistant II
City Of Dallas
08.2017 - 04.2020
- Completed clerical tasks such as filing, copying and distributing mail.
- Interacted with customers by phone, email or in-person to provide information and alerted staff to arrivals of scheduled appointments.
- Oversaw and participated in difficult and complex activities such as coordination of work on special projects involving gathering of data and researching files to assemble accurate and complete information.
- Operated a wide variety of office machines such as computer, fax, scanner and copier including troubleshooting minor maintenance problems on equipment to ensure effective operations.
- Performed bookkeeping duties. Prepared and maintained individual ledger accounts to provide financial transactions.
SNAP Talent Development Specialist
ResCare - Texas Workforce Center
02.2016 - 08.2017
- Interviewed and accessed each job seeker to gather information on their education, background prior work experience, skills, interests, and short/long term employment goals.
- Ensured job seeker met eligibility requirements for all programs and employment activities by accurately documenting such eligibility in hard copy and case notes, securing proper approvals for participation, and monitored job seekers' progress as defined in policy and procedures throughout their participation.
- Provided job seeker with job search help, job referrals and additional supportive services available within each program.
- Exited job seeker in a timely and accurate manner in adherence with program guidelines, and Board/ResCare policy and procedures,
Customer Relationship Manager II
Bank Of America
06.2010 - 10.2015
- Managed large portfolio of delinquent solutions that will cure customers account in a timely manner.
- Served as a single point of contact to the customer. Methodically presented options and mitigation terms to customers and collected mortgage payments from customers.
- Communicated difficult approvals and decline information to customers.
- Adhered to all confidentiality requirements at all times. Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
Education
Mountain View College
Dallas, TXHigh School Diploma -
David W. Carter High School
Dallas, TX05.2001
Skills
- Self-Motivated
- Conflict Resolution
- Extremely Organized
- Data Management
- Case Management Skills
- Excellent Time Management
- Call Center Skills
- Office Operations
- Proficient in Microsoft Office Suites
- Recordkeeping Strengths
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Flexible and Adaptable
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Active Listening
Timeline
Back Office Specialist
Marcus By Goldman Sachs
09.2023 - Current
License Permit Specialist III
Department Of Public Safety
05.2020 - 09.2023
Office Assistant II
City Of Dallas
08.2017 - 04.2020
SNAP Talent Development Specialist
ResCare - Texas Workforce Center
02.2016 - 08.2017
Customer Relationship Manager II
Bank Of America
06.2010 - 10.2015
Mountain View College
High School Diploma -
David W. Carter High School