Drena Kyler-El
Family Investment Specialist
Edgewood,MD
Summary
Motivated and dedicated customer service professional with over three years of experience in fast-paced environments. Proven ability to resolve customer complaints effectively, ensure satisfaction, and exceed expectations. Seeking to leverage expertise in communication and problem-solving to contribute to a dynamic team as a Customer Service Representative.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Family Investment Specialist
Department of Human Services
03.2023 - Current
- Assist customers in applying for state benefits such as SNAP and TCA, ensuring accurate and timely processing of applications.
- Provide exceptional service to clients, addressing inquiries and resolving issues related to benefit eligibility and application status.
- Maintain comprehensive case documentation and utilize databases to manage confidential information.
Quality Assurance Analyst
CORESTAFF Services
04.2022 - 01.2023
- Audited and scored representatives on claims processing, enhancing overall service quality within the Unemployment Department.
- Engaged in effective communication with team members through platforms like Zoom and Microsoft Teams for training and feedback.
- Utilized various databases to ensure compliance with policies and improve operational efficiency.
Sales Service and Distribution Associate
United States Postal Service, USPS
10.2020 - 04.2022
- Processed and distributed mail efficiently, ensuring timely delivery to customers while adhering to postal regulations.
- Assisted customers with shipping services, providing guidance on options and pricing to enhance their experience.
- Conducted financial closeouts and prepared daily deposits, maintaining accuracy in financial reporting.
Customer Service Representative
Cigna
05.2020 - 10.2020
- Managed inbound inquiries regarding health insurance, delivering accurate information on billing, coverage, and provider networks.
- Resolved customer issues with empathy and professionalism, enhancing overall customer satisfaction and loyalty.
- Documented customer interactions meticulously in CRM systems, ensuring data integrity and accessibility for future reference.
Customer Agent I
Maryland Department of Transportation
04.2019 - 05.2020
- Guided customers through the process of obtaining permits and licenses, ensuring compliance with state regulations.
- Managed sensitive documents and data entry with a focus on accuracy and confidentiality.
- Assisted in processing payments and capturing customer information for licensing purposes.
Packaging Machine Operator
Frito Lay
03.2018 - 04.2019
- Operated multiple packaging machines, ensuring product quality and compliance with company standards.
- Conducted routine maintenance and troubleshooting of equipment to minimize downtime and maintain production flow.
- Maintained a clean and organized work environment, adhering to safety and sanitation protocols.
Production Support Worker
Frito-Lay
11.2017 - 03.2018
- Constructed and packed boxes efficiently, contributing to the overall productivity of the production line.
- Conducted quality checks and participated in line changeovers to ensure product standards were met.
- Assisted in maintaining cleanliness and sanitation of work areas in compliance with health regulations.
Drivers License Agent II
Maryland Department of Transportation
12.2016 - 11.2017
- Conducted driver's license tests, assessing applicants' knowledge of state laws and ensuring adherence to testing procedures.
- Administered vision screenings and documented results accurately for compliance and record-keeping purposes.
- Managed the collection of fees and prepared reports related to testing and licensing activities.
Shift Leader
Foot Locker
05.2015 - 08.2017
- Motivated and led a sales team to achieve high levels of customer satisfaction and sales performance.
- Demonstrated product knowledge and provided training to team members, enhancing overall service delivery.
- Maintained operational standards and contributed to a positive work environment through effective team collaboration.
Drivers License Agent I
Maryland Department of Transportation
07.2016 - 12.2016
- Learned and performed tasks related to testing applicants for driver's licenses, ensuring thorough understanding of regulations.
- Assisted in the administration of vision and knowledge tests, maintaining accurate records of examinations conducted.
- Supported the collection of license fees and preparation of daily reports in compliance with departmental procedures.
Store Clerk
Nestle USA
01.2016 - 07.2016
- Provided exceptional customer service by assisting shoppers and managing transactions efficiently.
- Conducted regular inventory checks and maintained stock organization to ensure product availability.
- Operated cash register and processed payments accurately, ensuring a smooth checkout experience.
Ice Cream Maker III
Nestle USA
03.2014 - 01.2016
- Trained new employees on ice cream production techniques and safety protocols, fostering a collaborative team environment.
- Monitored production processes to meet daily goals while ensuring quality standards were upheld.
- Collaborated with team members to improve production efficiency and maintain a safe working environment.
Part Time Sales Associate
Foot Locker
09.2008 - 05.2015
- Delivered excellent customer service by connecting with customers and addressing their needs effectively.
- Assisted in maintaining store presentation and cleanliness, ensuring an inviting shopping experience.
- Met productivity goals and contributed to team success through collaboration and communication.
Education
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
Hyattsville, MD 05.2022 - Current
Skills
Excellent Communication
Problem-Solving
Customer Relationship Management (CRM) Software
Microsoft Office Suite
Critical Thinking
Team Collaboration
Adaptability
Attention to Detail
Certification
CNP - Certified Notary Public
Timeline
Family Investment Specialist
Department of Human Services
03.2023 - Current
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
05.2022 - Current
Quality Assurance Analyst
CORESTAFF Services
04.2022 - 01.2023
Sales Service and Distribution Associate
United States Postal Service, USPS
10.2020 - 04.2022
Customer Service Representative
Cigna
05.2020 - 10.2020
Customer Agent I
Maryland Department of Transportation
04.2019 - 05.2020
Packaging Machine Operator
Frito Lay
03.2018 - 04.2019
Production Support Worker
Frito-Lay
11.2017 - 03.2018
Drivers License Agent II
Maryland Department of Transportation
12.2016 - 11.2017
Drivers License Agent I
Maryland Department of Transportation
07.2016 - 12.2016
Store Clerk
Nestle USA
01.2016 - 07.2016
Shift Leader
Foot Locker
05.2015 - 08.2017
Ice Cream Maker III
Nestle USA
03.2014 - 01.2016
Part Time Sales Associate
Foot Locker
09.2008 - 05.2015
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