Kolivia Fleming
Summary
Detail-oriented administrative professional with experience supporting government contract programs, customer service operations, and records management. Skilled in documentation, Microsoft 365, problem-solving, and maintaining confidentiality while managing high-volume workloads. Proven ability to collaborate with cross-functional teams, communicate effectively, and deliver exceptional client support. Seeking to leverage my organizational and administrative skills in a Human Resources, Contract Administration, or Compliance role.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
TurboTax
02.2024 - 05.2024
- Resolved customer inquiries through phone, email, and live chat channels efficiently.
- Maintained accurate records of customer interactions in CRM system for future reference.
- Assisted in onboarding new team members by providing training on systems and processes.
- Collaborated with cross-functional teams to address customer concerns and improve service delivery.
Payroll Administrator
UKG
12.2023 - 03.2024
- Processed payroll for over 300 employees, ensuring timely and accurate compensation.
- Managed employee deductions and benefits enrollment, improving accuracy of payroll data.
- Collaborated with HR to resolve payroll discrepancies and enhance employee satisfaction.
- Utilized UKG software to generate comprehensive payroll reports for management review.
Government Customer Service Representative
FHCann & Associates
05.2022 - 11.2023
- Determine Eligibility: Assess and certify client eligibility for state and federal aid (like Medicaid or SNAP).
- Needs Assessment: Conduct whole-person evaluations to connect individuals with financial and social resources.
- Record Management: Audit and update client files accurately within state compliance guidelines
Government Customer Service Representative
FHCann & Associates
10.2021 - 03.2022
- Provided Tier 1 and Tier 2 customer support for government benefit programs.
- Assisted claimants by explaining eligibility requirements, claims processes, and program policies.
- Maintained accurate case documentation while handling confidential information.
- Resolved complex customer issues by collaborating with supervisors and cross-functional teams.
- Managed a high volume of inbound calls while meeting quality and performance standards.
- Ensured compliance with state and federal program guidelines.
- Assisted customers with inquiries and issue resolution, enhancing overall satisfaction.
Education
Master of Science - Criminal Justice
University of Phoenix
Tempe, AZ09.2025
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ10.2024
Skills
- Human Resources Support
- Employee Relations
- Recruiting Support
- Onboarding
- Records Management
- Microsoft Office 365
- Data Entry
- Compliance
- Documentation
- Contract Administration
- Customer Relations
Timeline
Customer Service Representative
TurboTax
02.2024 - 05.2024
Payroll Administrator
UKG
12.2023 - 03.2024
Government Customer Service Representative
FHCann & Associates
05.2022 - 11.2023
Government Customer Service Representative
FHCann & Associates
10.2021 - 03.2022
Master of Science - Criminal Justice
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix