Nicolas Degraw
El Paso
Summary
Diligent engineer with a strong background in data entry and administrative support. Proven ability to manage large volumes of data accurately and efficiently, resulting in streamlined operations. Demonstrated expertise in maintaining data integrity and utilizing software tools to improve productivity. Strong organizational skills and a dedication to learning and growing in data entry. Contributes exceptional attention to detail and accuracy in data handling. Ready to leverage and enhance typing speed and data accuracy in any role.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Data Entry Operator
General Dynamics IT
06.2024 - Current
- Contract work with GDIT, working for the Department of Homeland Security, (DHS) Federal Emergency Management Agency, (FEMA).
- Assisted Disaster Survivors with serious life-threatening issues, and guided these survivors in completing their application for Disaster Assistance, as well as reviewing their file and resolving issues in the case.
- Maintaining Cyber Security for each file I accessed, while providing helpful information without disclosing personal data.
- Assisted upset or hysterical clients without the use of a script.
- Collaborated with a Team in order to work together to successfully navigate the call queue.
- Maintained 100% rating in quality assurance throughout my time at GDIT.
- Placed comments in the files summarizing the discussions with clients.
- Successfully navigated through 8 assigned skills, consisting of Registration Intake and general Helpline in English and Spanish.
- Successfully completed security background check with the Federal Government.
- Completed 16 certification modules consisting of Cybersecurity, Threat Assessments, Identity Protection, Etc..
- Extensive use of Microsoft Teams to communicate with co-workers and supervisors.
- Extensive use of Federal Government websites in a streamlined manner.
- Extensive use of CX-ONE soft-phone in order to communicate with disaster survivors.
- Managed and successfully maintained my timesheets.
- Successfully addressed issues on the file in a swift manner.
- Maintained a calm demeanor while assisting highly stressed and emotional disaster survivors.
- Handled Sensitive personal information while maintaining maximum security on the file.
- Reviewed documents and saved files in database to keep records of essential organizational information.
- Maintained files, records, and chronologies of entry activities.
- Reduced turnaround time for projects with accurate and timely data entry, contributing to overall company success.
- Corrected case errors to prevent duplication or data degradation.
- Verified data files prior to entry to maintain case security.
- Ensured maximum data security through adherence to strict confidentiality policies and procedures.
- Streamlined processes by implementing effective data entry techniques and tools, reducing errors and increasing efficiency.
- Updated and maintained customer information, documents and records.
- Managed and organized documents for case work.
- Assisted with developing data entry processes.
- Used computer software to store and retrieve data.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Analyzed current data records to provide detailed reports.
- Developed and implemented data entry operations.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Bilingual Call Center Agent
DialAmerica (Aucera)
10.2023 - Current
- Assisted customers with inquiries, issues, and complaints via telephone
- Provided accurate information on products and services to customers
- Processed orders accurately and timely
- Managed customer accounts, including updating account information as needed
- Maintained detailed records of customer interactions using contact management software
- Performed other duties as assigned by supervisor
- Extensive use of V-CARS software to accurately process information
- Extensive use of Microsoft Teams software to communicate with supervisors and co-workers
- Extensive use of Dial-Access systems to accurately communicate with supervisors
- Extensive use of MBI systems to process online orders
- Certified in Spanish Script
- Certified in MBI.inc Script
Education
High School Diploma -
Pebble Hills High School
El Paso, TX06.2023
University of Texas at El Paso
El Paso, TX03.2025
Skills
- Technical Proficiency
- Strategic Task Organization
- Organizational Skills
- Interpersonal Communication
- Data Entry
- Google Drive
- Flexible and Adaptable
- Microsoft Word Specialist Certified
- Microsoft Word Expert Certified
- Microsoft Excel Specialist Certified
- Microsoft Excel Expert Certified
- Team Building
- Strong Verbal Communication
- Teamwork and Collaboration
- Organization
- Visual Merchandising
- Customer Service
- Return Management
- Inventory Control
- Sales and Marketing
- Customer Assistance
- Effective Team Cooperation
- Product Support
- Team Leadership
- Safety Oversight
- Inventory Management
- Inventory Management
- Merchandising Expertise
- Documentation and Reporting
- Honest and Dependable
- Innovative Problem Solving
- Cleaning and Sanitizing
- Safety and Cleanliness Standards
- Computer Proficiency and Microsoft Office
- Service Contracts
- Product and Service Sales
- Networking Expertise
- Customer Needs Assessment
- Information Analysis
- Energy and Physical Stamina
- Inventory and Stocking
- Basic Mathematics
- Strong Communication and Interpersonal Skills
- Reliable and Responsible
- Effective Speech Clarity
- Ability to Lift 40 Pounds
- Call Center Operations
- Customer Communications
- Quality Assurance Optimization
- Performance Monitoring
- Training Experience
- Call Control Skills
- Answering Questions
- Account Maintenance
- Training and Development
- Proficiency in Agent Axis Software
- Data entry
- Microsoft office proficiency
- File management
- Records management
- Data processing
- Data entry software
- Excel expertise
- Touch typing
- Performance improvement
- Information verification
- Data security
- Error detection
- Deadline oriented
- Quality Assurance Review
Accomplishments
- Participated in 2023 UTEP Marching Miners
- Exhibited at the 2023 SISD UIL Area Marching Band Contest
- Exhibited at the 2023 Sun City Throwdown Contest.
- Performed in the 2023 WGI World Championships whilst still attending High School.
- Performed in the 2024 WGI World Championships.
- Participated in COURI, Undergraduate Research, in the Fine Arts.
- Mentoring fellow students and co-workers into becoming greater people.
- Maintaining 100% Quality Assurance ratings at GDIT.
Certification
- Microsoft Word Specialist Certification, 01/01/21
- Microsoft Word Expert Certification, 01/01/21
- Microsoft Excel Specialist Certification, 01/01/21
- Microsoft Excel Expert Certification, 01/01/22
- DialAmerica Spanish Script Certification, 01/01/23
- DialAmerica MBI Script Certification, 01/01/23
- GDIT Cyber Security Certification, 06/26/24
- GDIT Threat Assessment Certification, 06/26/24
- FEMA Registration Intake Certification, 06/26/24
- FEMA Standard Helpline Certification, 06/26/24
- GDIT Maintaining Workplace Integrity Certification, 06/26/24
- Department of Homeland Security Cyber Security Certification, 06/26/24
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Data Entry Operator
General Dynamics IT
06.2024 - Current
Bilingual Call Center Agent
DialAmerica (Aucera)
10.2023 - Current
University of Texas at El Paso
- Microsoft Word Specialist Certification, 01/01/21
- Microsoft Word Expert Certification, 01/01/21
- Microsoft Excel Specialist Certification, 01/01/21
- Microsoft Excel Expert Certification, 01/01/22
- DialAmerica Spanish Script Certification, 01/01/23
- DialAmerica MBI Script Certification, 01/01/23
- GDIT Cyber Security Certification, 06/26/24
- GDIT Threat Assessment Certification, 06/26/24
- FEMA Registration Intake Certification, 06/26/24
- FEMA Standard Helpline Certification, 06/26/24
- GDIT Maintaining Workplace Integrity Certification, 06/26/24
- Department of Homeland Security Cyber Security Certification, 06/26/24
High School Diploma -
Pebble Hills High School
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