SPECIAL JONES
FISHERS,UNITED STATES
Summary
Seasoned Processor successful at receiving, entering, and routing data. Reviewed and updated account records, processed bond related documentation, verified information for accuracy and maintained detailed records.
Overview
13
13
years of professional experience
Work History
Processor
ITC FEDERAL
Indianapolis, Indiana
03.2026 - Current
- Processed and maintained importer account information for U.S. Customs and Border Protection (CBP) to ensure accuracy of records.
- Reviewed customs bond documentation and importer account requests per established CBP procedures.
- Updated importer accounts while verifying supporting documents for accurate system entry.
- Resolved discrepancies in importer accounts and bond information through comprehensive research, ensuring data integrity.
- Conducted data entry and quality control reviews, maintaining high standards of record accuracy.
- Handled sensitive importer and financial information, ensuring confidentiality and security compliance.
- Collaborated with internal teams to address account issues, facilitating prompt bond case resolutions.
HELP DESK REPRESENTATIVE
ITC Federal
Indianapolis, IN
02.2025 - Current
- Provide first-line support for debit voucher-related queries via phone, email, or chat.
- Resolved customer inquiries regarding debit voucher transactions through phone, email, and chat, achieving timely and precise resolution of issues
- Maintained detailed documentation of support interactions and solutions, promoting knowledge sharing and minimizing repeat inquiries
- Coordinated with finance teams to expedite resolution of complex voucher issues, enhancing response times and boosting customer satisfaction
- Analyzed recurring support patterns to identify common issues, contributing to process improvements and preventive measures
ACCOUNTING CLERK III
ITC Federal
Indianapolis, IN
11.2023 - 02.2025
- Created coversheets in excel with case information, including importers' names, addresses, collection dates, violation dates, calculated interest, and penalty amounts, ensuring accuracy for case processing.
- Drive process efficiency through UI Path automation, ensuring confidentiality of sensitive information while preparing comprehensive case documentation for timely approvals.
- Managed case information in SEACATS and developed precise Excel spreadsheets while ensuring confidentiality of overdue payments and violator data for compliance.
- Coordinated with reviewers for timely case approvals, prepared thorough documentation, and facilitated distribution of information to stakeholders for enhanced communication.
CONTACT REPRESENTATIVE (GS -0962-06-01)
Internal Revenue Service
Indianapolis, IN
11.2021 - 11.2023
- Partnered with taxpayers to navigate complex tax return filings and amendments, leveraging ITLA tool for efficient and accurate processing.
- Analyzed tax regulations to offer precise guidance, enhancing taxpayer understanding and compliance with IRS requirements.
- Facilitated smooth taxpayer interactions by scheduling timely appointments and providing empathetic assistance with filing challenges.
- Scheduled timely appointments and provided empathetic assistance, facilitating smooth taxpayer interactions during filing challenges.
- Identified discrepancies in taxpayer refunds and balances through careful review of records.
ACCOUNTING CLERK
Alacrity Solutions
Fishers, IN
09.2021 - 11.2021
- Collected and analyzed financial data to support accurate financial reporting.
- Optimized receivable batch uploads and account management using eOne Smart Connect and FileTrac, ensuring accurate and timely financial records.
- Drove improvements in vendor data analysis, contributing to more accurate 1099 reporting and strengthening financial compliance measures.
- Improved vendor data analysis for more accurate 1099 reporting and enhanced financial compliance.
PATIENT CARE ADVOCATE
Accredo Health Group Inc
Whitestown, IN
11.2020 - 04.2021
- Delivered empathetic support to patients, addressing concerns and ensuring timely medication delivery.
- Optimized medication delivery processes, enhancing patient satisfaction and minimizing wait times. Implemented effective call management strategies for enhanced efficiency.
- Streamlined communication channels between patients and healthcare providers, enabling quicker resolution of medication-related issues.
OUTBOUND SALES REPRESENTATIVE
ADT Defenders
Indianapolis, IN
06.2020 - 10.2020
- Managed administrative tasks and resolved customer complaints to enhance customer experience.
- Fostered seamless interdepartmental cooperation to optimize sales conversions. Cultivated strong relationships with clients and internal teams.
- Fostered interdepartmental cooperation to optimize sales conversions and built strong relationships with clients and internal teams.
COLLECTIONS SPECIALIST
ADT Defenders
Indianapolis, IN
12.2019 - 03.2020
- Collaborated with customers to develop tailored payment solutions, meeting financial obligations and strengthening customer relationships.
- Implemented creative strategies to address outstanding balances, improving collection rates and decreasing delinquencies.
- Analyzed payment trends and customer behaviors to identify process improvement opportunities and enhance collection efficiency.
JUVENILE CORRECTIONAL OFFICER
Vigo County Juvenile Center
Terre Haute, IN
08.2018 - 12.2019
- Ensured inmate safety through security protocols and behavioral assessments, implementing non-violent intervention strategies that reduced incidents
- Coordinated with multidisciplinary teams to develop and execute rehabilitation programs, creating a supportive environment that promoted juvenile offenders' growth
- Conducted facility inspections and security checks, ensuring a safe and compliant environment for all occupants
- Demonstrated leadership by supervising facility operations on multiple occasions, ensuring smooth workflows and adherence to established protocols
INVENTORY SCANNER
CTDI
South Bend, IN
06.2018 - 08.2018
- Implemented advanced scanning protocols, significantly reducing processing time and minimizing inventory discrepancies
- Maintained accurate inventory records to enhance real-time stock visibility and support informed procurement decisions.
- Implemented advanced scanning protocols, reducing processing time and minimizing inventory discrepancies.
CALL CENTER REPRESENTATIVE
Press Ganey
South Bend, IN
05.2016 - 08.2017
- Conducted phone surveys, ensuring data accuracy and navigating databases to gather respondent feedback, enhancing customer insights for decision-making.
- Provided exceptional customer service during surveys, addressing concerns and ensuring positive respondent experiences while maintaining data accuracy.
- Streamlined survey processes, reducing response time while maintaining high data accuracy standards for improved customer insights.
CHILD CARE PROVIDER
Smiling Faces Day Care and Learning Center
South Bend, IN
05.2013 - 08.2016
- Nurtured child development through engaging activities, ensured safety, fostered creativity, and addressed individual dietary needs to promote holistic growth.
- Monitored childrens well-being and documented developmental milestones, tailoring care plans to support individual growth and needs.
- Collaborated with parents and colleagues to develop cohesive learning strategies, enhancing childrens development and enriching daycare experience.
Education
MASTER OF SCIENCE - PUBLIC ADMINISTRATION
Indiana Wesleyan University-Marion
Marion, IN05-2021
BACHELOR OF SCIENCE - CRIMINAL JUSTICE
Indiana State University
Terre Haute, IN05-2018
ASSOCIATE OF SCIENCE - LAW ENFORCEMENT
Vincennes University
Vincennes, IN04-2016
Skills
- Customer Engagement (Expert), Problem Solving (Expert), Documentation Skills (Expert), UI Path (Experienced), Microsoft Excel (Experienced), Accounts Reconciliation (Experienced), FileTrac (Experienced), Financial Software (Expert), CRM software, Microsoft Word (Expert), Microsoft Powerpoint (Experienced), SEA CATS (Experienced), Process Automation (Experienced), Data Integration (Experienced), Account Management Services (AMS) (Experienced), Team Collaboration (Expert), Data Entry (Expert), Conflict Resolution (Expert), Time Management (Expert)
- Problem Solving (Expert)
- Team Collaboration (Expert)
- Conflict Resolution (Expert)
- Time Management (Expert)
- Data analysis
- Data entry
Personal Information
Title: Processor
Timeline
Processor
ITC FEDERAL
03.2026 - Current
HELP DESK REPRESENTATIVE
ITC Federal
02.2025 - Current
ACCOUNTING CLERK III
ITC Federal
11.2023 - 02.2025
CONTACT REPRESENTATIVE (GS -0962-06-01)
Internal Revenue Service
11.2021 - 11.2023
ACCOUNTING CLERK
Alacrity Solutions
09.2021 - 11.2021
PATIENT CARE ADVOCATE
Accredo Health Group Inc
11.2020 - 04.2021
OUTBOUND SALES REPRESENTATIVE
ADT Defenders
06.2020 - 10.2020
COLLECTIONS SPECIALIST
ADT Defenders
12.2019 - 03.2020
JUVENILE CORRECTIONAL OFFICER
Vigo County Juvenile Center
08.2018 - 12.2019
INVENTORY SCANNER
CTDI
06.2018 - 08.2018
CALL CENTER REPRESENTATIVE
Press Ganey
05.2016 - 08.2017
CHILD CARE PROVIDER
Smiling Faces Day Care and Learning Center
05.2013 - 08.2016
MASTER OF SCIENCE - PUBLIC ADMINISTRATION
Indiana Wesleyan University-Marion
BACHELOR OF SCIENCE - CRIMINAL JUSTICE
Indiana State University
ASSOCIATE OF SCIENCE - LAW ENFORCEMENT
Vincennes University