Selena Voir
Olympia
Summary
Results-focused, quality-driven, with experience in above-and-beyond customer service and sales, demonstrating consistent achievement of objectives, and dedication to organizational goals. Detail-oriented compliance analyst, familiar with conducting research and compliance investigations. Productive, responsible, and insightful professional with an organized approach. Ready to leverage several years of experience to take on a new position at a successful organization.
Overview
2
2
years of professional experience
Work History
CDL Compliance Specialist - CSS2
WA State Department of Licensing - Programs and Services
Olympia
09.2023 - 02.2024
- Made independent, discretionary decisions when explaining federal and state rules, regulations, policies, and procedures regarding CDL skills testing.
- Developed clear email communication outlining scheduling procedures for examiners.
- Reviewed and interpreted record details for CDL medical issues affecting driving eligibility.
- Managed scheduling and processing of credit card payments for exams.
- Supported customers through comprehensive advice on health-related benefits such as insurance and disability.
- Experience researching and analyzing complex rules, regulations, or policies, and utilizing research and analysis to make determinations, solve problems, or complete work, while providing direct customer service either in person or on the telephone.
Consultant Liaison - CSS3
WA State Department of Social Health Services - DSHS/ALTSA/HCS
Olympia
09.2022 - 09.2023
- Interpret cross-agency-related laws, policies, and procedures.
- Independently resolves routine customer complaints by identifying issues, determining procedural steps necessary to bring resolution, and communicating results to the customer.
- Consult with agency management, including cross-agency staff, on client/customer relations issues.
- Collaborate across agencies to respond to inquiries from employers, providers, and the public, as appropriate.
- Provide training and assistance to staff.
- Providing direct client services or counseling to customers in the areas of health insurance, disability, or other related health benefits.
Customer Service Specialist 2
WA State Department of Social Health Services - DSHS/ALTSA/HCS
Olympia
07.2022 - 09.2022
- Resolved customer queries related to the WA Cares fund through calls and emails.
- Managed sophisticated inter-agency customer problem-solving.
- Ensured records remained confidential through coordination with legal team.
- Maintained and updated records of customers and staff.
- Worked with staff to produce documents for legal purposes.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Achieved cost-savings by developing functional solutions to problems.
Customer Service Specialist 2
WA State Employment Security Department - Leave and Care Division
Olympia
11.2021 - 07.2022
- Resolves routine client/customer complaints by identifying the issues, determining the procedural steps necessary to bring resolution, and communicating the results to the client/customer.
- Generate and manage client/customer records with a focus on maintaining precise information.
- Facilitates communication between clients, customers, and agency.
- Effectively managed resolution of problems by leveraging comprehensive understanding of relevant guidelines.
- Help navigate customers through Android, iPhone, laptops, PCs, and tablets to benefit applications, exemption applications for WA Cares, and creating accounts.
- Entered, analyzed, and resolved claims for adjudication, detecting potential fraud in claims processing, and demonstrating a thorough understanding of medical requirements and coding.
- Manage communication, which includes receiving, screening, and responding to incoming calls and emails.
Education
Business Administration
South Puget Sound Community College
Olympia, WA01.2025
High School Diploma -
North Thurston High School
Lacey, WA01.2017
Skills
- Microsoft Office
- Word
- Excel
- Outlook
- PowerPoint
- Publisher
- One note
- Printer/Copier
- Scanner
- Fax
- Effective Team Management
- Collaboration Skills
- Communication Skills
- Proficient in Task Management
- Client Engagement Expertise
- Administrative skills
- Versatile Response Methods
- Cash Management
- Telework
- Networks
- Regulatory compliance
- Data analysis
- Cisco Finesse use
Skills
Microsoft Office: Word, Excel, Outlook, PowerPoint, Publisher, and One Note, Printer/Copier Scanner Fax LinX, Leadership Skills, Interpersonal Skills, Communication Skills, Multi-Tasks Skills, Customer Service Skills, Administrative Skills, Fast Learner, Cash Management, Telework Networks
Timeline
CDL Compliance Specialist - CSS2
WA State Department of Licensing - Programs and Services
09.2023 - 02.2024
Consultant Liaison - CSS3
WA State Department of Social Health Services - DSHS/ALTSA/HCS
09.2022 - 09.2023
Customer Service Specialist 2
WA State Department of Social Health Services - DSHS/ALTSA/HCS
07.2022 - 09.2022
Customer Service Specialist 2
WA State Employment Security Department - Leave and Care Division
11.2021 - 07.2022
Business Administration
South Puget Sound Community College
High School Diploma -
North Thurston High School
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