Gelender Oliver
Fort Worth,TX
Summary
Dynamic Processing Support Specialist with a proven track record at the United States Postal Service, excelling in customer service and problem-solving. Enhanced client satisfaction through effective communication and optimized workflows, while maintaining meticulous records. Known for empathy and attention to detail, ensuring compliance and swift resolution of technical issues.
Overview
25
25
years of professional experience
Work History
Processing Support Specialist
United States Postal Service
05.2019 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
Eligibility Specialist
Health and Human Service Commission
11.2000 - 03.2019
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
Education
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Recordkeeping skills
- Empathy and patience
- Activity planning
- Service desk operations
- Data collection
- Data compiling
- Helpdesk operations
- Application support
- Call management
- Customer engagement
- Client communication
- Teamwork and collaboration
- Problem-solving
- Organizational skills
- Attention to detail
- Friendly and patient
- Highly professional
- Collaborative team player
- Customer communication and empathy
- Active listening
Timeline
Processing Support Specialist - United States Postal Service
05.2019 - Current
Eligibility Specialist - Health and Human Service Commission
11.2000 - 03.2019
Remington College - ,
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