Laura Mabe
Data Analyst
London,Kentucky
Summary
To obtain a position within an organization that offers the chance for advancement and growth within the company as well as personal growth. I would, also, like to obtain a position in which I can take advantage of the skills I have acquired and learn and master new skills to aide in the progress and growth of the employed organization.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Data Analyst
Rmantra Solutions, Inc.
Reston, Virginia
06.2022 - Current
- Gathering information from applicant referrers to ensure the referrers meet requirements necessary to submit an applicant’s referral
- Gathering information applicant referrers to ensure the applicants meet the preliminary application requirements to have their applications processed
- Manually reviewed over 430 new DoD Referrals
- Manually processed over 340 DoD Referrals in the DoS START databased
- Manages more than 2,000 DoD Referrals in the Smartsheet cloud based software
- Manages more than 800 document requests to continue processing previously submitted and open referrals
- Verify and validate incomplete information submitted with referrals
- Collect and Review Data on DoD referrals ensuring all applicants processed by the DoD referral teams meet the The U.S
- Refugee Admissions Program (USRAP) priority program requirements
- Create reports for internal teams and/or external clients
- Structure large data sets within Smartsheet to find usable information
- Work with other analysts and associates to process information
- Create demonstrations and reports based on recommendations and findings
- Create and record status updates generated from Smartsheet using SharePoint
- Assisted the creation of the Standard Operating Processes documents used by the P1/P2 DoD Referrals Team.
Customer Service Agent/CSA
General Dynamics Information Technology
Barbourville, Kentucky
04.2022 - 06.2022
- Applied basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigated causes, and recommended solutions, or escalated tickets in accordance with existing SOPs, work instructions & knowledge articles
- Thoroughly documented requests and incidents according to business processes and standard operating procedures (SOP)
- Documented detailed, specific work notes regarding the interaction with the customer
- Resolved technical problems and answered queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
- Maintained a high level of courteous customer service and professionalism at all times
- Routed calls to product line specialists, application, or system support specialists when appropriate
- Alerted management to recurring problems and patterns of problems.
Customer Service Agent/CSA
Rmantra Solutions, Inc.
Reston, Virginia
01.2021 - 04.2022
- Handle incoming contacts via Telephone (via toll‐free access numbers)
- Act as the single interface and Single Point of Contact (SPOC) for all communications with and between end‐users and resolver groups regarding all incidents and tickets
- Provide end‐to‐end ownership and ticket management through either direct resolution or escalation/interaction with appropriate resolver groups
- Provide timely response to all tickets based on priority and impact
- Communicate status of incidents to end‐users as status changes
- Provide and maintain ownership of service request (SR) lifecycle (end‐to‐end ownership) and provide timely response to SR’s based on priority
- Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs
- Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures
- Access self‐service knowledge articles, how‐to best practice guides, announcements, FAQs, and other related information in order to assist End-Users
- Help Conduct Training (any RMantras corporate specific training) as required and directed by CSRA personnel and assist in updating training materials and content as directed by CSRA personnel
- Ensure that help desk personnel are suitably skilled and experienced to attend and pass VA program, systems, applications and customer service training practicums.
Customer Service Representative 2
KECH, Inc.
Williamsburg, Kentucky
03.2018 - 01.2021
- Respond to inquiries related to Tricare West
- Use databases and written materials to provide concise and accurate answers
- Attend required corporate, program, and other update trainings
- Demonstrate incremental and continued performance improvement
- Look continually for and suggest process improvements
- Report problems that occur and assisted with the resolution.
Associate Specialist
General Dynamics Information Technology
Corbin, Kentucky
07.2017 - 01.2018
- Responded to inquiries related to Medicare
- Used databases and written materials to provide concise and accurate answers
- Attended required corporate, program, and other update trainings
- Demonstrated incremental and continued performance improvement
- Looked continually for and suggest process improvements
- Assisted the delivery of internal employee training for new and temporary employees
- Reported problems that occur and assist with the resolution.
Manufacturing Associate
Aisin Automotive Casting, LLC
London, Kentucky
05.2015 - 01.2017
- Created and maintained performance and request boards using employee recommendations/requests
- Database entry
- Safety license creation and recording
- Production recordings
- Employee complaint recordings and resolutions
- Kanban system organizational
- Quality checking of high-performance transmission parts
- Form creations
- PowerPoint creations
- Time consumption calculations.
General Clerk III, Kentucky Complex Issues
Cognosante, LLC
London, Kentucky
09.2013 - 11.2014
- Occasionally directed lower-level clerks
- Verified statistical reports for accuracy and completeness
- Handled and adjusted complaints
- Choose among varying methods and procedures to process complex transactions
- Utilized customer fulfillment process to ensure timely and accurate transactions
- Administrative detail and organizational skills utilized to achieve accuracy goals
- Used good judgment in dealing with internal and external customers
- Utilized knowledge of business terminology, methods, and procedures
- Utilized knowledge of spelling, punctuation, grammar, and arithmetic
- Prepared and maintain detailed records, files, and reports
- Worked independently, perform as a self-starter and meet critical deadlines
- Maintained confidential and sensitive information
- Worked effectively and professionally with agency personnel.
Education
Bachelor of Arts in Business Administration, Business Communications, Business Law and Contractual Law, Business Ethics, Speech Communications, Creative Writing Skills -
Sue Bennett College
London, Kentucky05.1997
Office Administration, Business Communications, Public Speaking, Record Keeping, Public Relations, Customer Service -
KY Tech/Laurel County Campus
London, Kentucky12.1994
Pre-College Curriculum, Business Procedures, Business Law, Business Math, General Course of Study -
North Laurel High School
London, Kentucky12.1992
Skills
- Gap analysis
- Usability Testing
- Process Improvement
- Data Validation
- Project Management
- Database Maintenance
- Data Analysis
- Flexible Schedule
- Database Management
- Strong Work Ethic
- Information Security
- Data Collection
- Complaint resolution
- Reading Comprehension
- Call Center Operations
- Researching
- Customer Relations
- Adaptive team player
- Administrative Support
- Team Development
- Network Security
- Compliance Management
- IT service management
- Team Collaboration
- Task Prioritization
- Active Listening
- Analytical Skills
- Team building
- Written Communication
- Time Management
- Analytical Thinking
- Multitasking
- Effective Communication
References
- Patrick Ethridge, Beatrice Daily Sun, Publisher, 200 N 7th Street, Beatrice, Nebraska, 68310, 402-223-5233, 402-239-9041, nobody_has_this_nickname@yahoo.com
- David Petrey, Tri-State Distributing, Inc., President, 2806 Dickerson Pike, Nashville, Tennessee, 37207, 615-262-0022, 615-681-4530, d.petrey@tsdairtn.com
- Rebecca Tracey, Serco London, Task Supervisor, 960 Log Cabin Road, Corbin, Kentucky, 40701, 606-260-4645, 606-304-7515, idgiet@live.com
- Jack Patterson, Ignited Services, President Co-Owner, 82 Aloha Circle, St Augustine, Florida, 32080, 618-969-0406, 513-773-4386, Jack@ignitedservices.com
Timeline
Data Analyst
Rmantra Solutions, Inc.
06.2022 - Current
Customer Service Agent/CSA
General Dynamics Information Technology
04.2022 - 06.2022
Customer Service Agent/CSA
Rmantra Solutions, Inc.
01.2021 - 04.2022
Customer Service Representative 2
KECH, Inc.
03.2018 - 01.2021
Associate Specialist
General Dynamics Information Technology
07.2017 - 01.2018
Manufacturing Associate
Aisin Automotive Casting, LLC
05.2015 - 01.2017
General Clerk III, Kentucky Complex Issues
Cognosante, LLC
09.2013 - 11.2014
Bachelor of Arts in Business Administration, Business Communications, Business Law and Contractual Law, Business Ethics, Speech Communications, Creative Writing Skills -
Sue Bennett College
Office Administration, Business Communications, Public Speaking, Record Keeping, Public Relations, Customer Service -
KY Tech/Laurel County Campus
Pre-College Curriculum, Business Procedures, Business Law, Business Math, General Course of Study -
North Laurel High School
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