TAMEKIA DAVIS
Administrative Assistant
Lusby,MD
Summary
Obtain a permanent position in an administrative setting where I can maximize my ability to communicate effectively with all levels of staff, incorporate my organizational and computer literacy skills, apply my extensive customer service and teamwork experience along with my quality focus, problem solving and phone skills.
Overview
16
16
years of professional experience
Work History
Call Center Agent
The Midtown Group
05.2021 - 02.2023
- Responsible for receiving outside calls for FEMA
- Provided an excellent and supportive customer service experience for the survivor
- Developed a supportive and productive relationship with my team and being a great team player
- Managed my cases and disputes in an effective manner according to the need of the survivor
- Tier 1 Agent Helpline/Registration Intake Disaster Specific
- Tier 2 Agent Advance Helpline and Basic Analysis
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Receive escalated calls to better assist the survivor with their case
- Created work packets if one was needed for the next process in the case
- Complete applications over the phone for applicants that need funeral assistance and the exchange of sensitive data that requires the applicant to approve the FEMA disclaimer before any information is given
- Provide status updates to applicants that requires verifying applicants’ identity using their disaster and registration number
- Successfully complete and pass required yearly security classes
- Verify application process to include the validation of documents and forms before directing it to case workers
- Update and track the details of the applicants call into the system.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Responded to inquiries by phone, email and walk-up requests.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
Deposits Servicing Phone Agent
Alorica
11.2020 - 05.2021
- Responsible for receiving outside calls for the bank that is contracted by the company
- I am responsible for opening and closing OSA accounts; money movement transactions; open or close CD, HYCD or NPCD accounts; update customers information if needed; ACH transfer, wire transfer; link accounts; add beneficiaries
- I must be sure to read ALL the information and disclosures to the customer that come up when doing their transaction
- Utilize the different tabs to be able to assist and complete the transaction
- Certain classes and compliances were required to take one of which was Information Security and Cyber Security Essentials
- Utilize the Help Desk or FOBO, in Symphony, when help is needed to assist a customer
- In the SOW, Source of Wealth Department, I was assigned files that needed to be checked against the narrative
- Any missing or incorrect information, I was responsible for adding/correcting it
- In the Redoc department, using the DocuSign program, I would use that database to cross reference with the contract of the customer to be sure that it matches what is in the database
- Magna Fraud Agent/Apple Card Specialist for GS
- Receive calls sent to us to assist customers with their Apple Card issues or questions they may have about their account.
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
Enrollment Auditor
F.S. Taylor & Associates
10.2019 - 01.2019
- Responsible for examining and analyzing the enrollment audit for the Office of the State Superintendent of Education for the District of Columbia
- Reviewed student records and input data into the systems to determine residency eligibility in the District of Columbia
- Worked with web-based applications and mobile technologies to review records
- Worked under pressure to meet deadlines in a fast-paced office environment
Administrative Assistant I
Maryland Department of Agriculture
04.2014 - 08.2018
- Responsible for attending the Maryland Agricultural Land Preservation Foundation (MALPF) Monthly Board of Trustees meetings, taking minutes, providing administrative support and assisting with Farm Easement Inspections
- Screened phone calls and visitors and referred them to the appropriate staff of office
- Prepared and mailed out packets to the Board of Trustees, Program Administrators and Assistant Attorney General
- Entered information from the MALPF Easement Inspection Forms and emailed the Program Administrator of any changes
- Interacted with members of the board, landowners, attorneys and the Secretary of the Department of Agriculture
- Processed incoming and outgoing mail, prepared correspondence for landowners and program administrators using Microsoft Word, developed standard letters and replied to inquiries and issue and track documents to be signed, notarized and returned
- Tracked and maintained suspense for all documents being sent to landowners, Assistant Attorney General, State Treasurer, Chairman of the Board of Trustees, Program Director, Secretary of Department of Agriculture and the Governor and followed up when appropriate
- Helped other administrators and supervisors by completing a variety of clerical and administrative support tasks and procedures using Microsoft Word, Excel and /or Access as appropriate
- Maintained and updated files, purged old files for archives
Office Assistant
Maryland Department of Agriculture
10.2013 - 04.2014
- Reviewed and tabulated timesheets for accuracy prior to processing for payment of OSHA
- Verified computer reports against AR, AP and Account Journal Entry documents
- Updated and maintained SDAT & MDLANDREC and MALPF (oracle) Databases
Administrative Assistant
Southern Maryland Tri County Community Action, Inc
08.2009 - 07.2012
- Data Entry of client demographic information from intake applications into tracking data base
- Prepared invoices, reports, letters and financial statements using Microsoft Word and Excel
- Delivered weekly deposits for payments
- General office duties such as inventory of classroom and offices, ordering supplies, answering multiple telephone lines, transferring calls, taking messages and creating meeting agendas and minutes
Claims Processor
Blue Cross Blue Shield, Adecco
09.2008 - 12.2008
- Processed insurance claims for change to, reinstatement and cancellation of policies
- Verified, updated and reviewed existing medical insurance policies to ensure data base accuracy
- Corresponded with insured cardholder to obtain personal profile updates
- Sent inquiries to insured cardholders via mail in order to resolve rejected claims issues.
Front Desk Receptionist
Rozran and Spatz Orthopedics
05.2007 - 03.2008
- Explained policies, procedures or services to patients using medical or administrative knowledge
- Referred patients to appropriate health care or outside resources as necessary
- Called and verified data regarding workers compensation information for patients
- Reconciled information, filed, scheduled appointments, messages and maintained updated patient records
- Performed switchboard and telecommunication functions with accuracy, speed and efficiency.
Education
Security Training for the Department of Homeland Security - undefined
Unauthorized Disclosure (UD) of Classified Information and CUI - undefined
OPSEC Awareness for Military Members, DoD Employees and Contractors 4/18/ - undefined
2022
Insider Threat Awareness 4/18/ - undefined
2022
Micro Computer Operations - undefined
Fleet Business School
1995
Diploma -
Calvert High School
Prince Frederick, MD05.1994
Skills
- Qualification Summary
- Strong Communication/Customer Service Skills
- Customer Service/Data Entry 12 years
- Analytical and organized
- Microsoft Office Suite
- Excellent Clerical Skills
- Escalated Complaints
- Tier 2 Help Line
- 60 WPM
- Scheduling/Call Center
- Call Center Experience
- 10 Key
- Office Etiquette
- Data Entry
- Call Center Operations
- Inbound Customer Calls
- Agent Support
- Answering Questions
- Customer Data Confidentiality
- Understanding Customer Needs
- HIPAA Guidelines
- Customer Communication
Additional Information
- Security Clearance: Active Secret
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Call Center Agent
The Midtown Group
05.2021 - 02.2023
Deposits Servicing Phone Agent
Alorica
11.2020 - 05.2021
Enrollment Auditor
F.S. Taylor & Associates
10.2019 - 01.2019
Administrative Assistant I
Maryland Department of Agriculture
04.2014 - 08.2018
Office Assistant
Maryland Department of Agriculture
10.2013 - 04.2014
Administrative Assistant
Southern Maryland Tri County Community Action, Inc
08.2009 - 07.2012
Claims Processor
Blue Cross Blue Shield, Adecco
09.2008 - 12.2008
Front Desk Receptionist
Rozran and Spatz Orthopedics
05.2007 - 03.2008
Security Training for the Department of Homeland Security - undefined
Unauthorized Disclosure (UD) of Classified Information and CUI - undefined
OPSEC Awareness for Military Members, DoD Employees and Contractors 4/18/ - undefined
Insider Threat Awareness 4/18/ - undefined
Micro Computer Operations - undefined
Fleet Business School
Diploma -
Calvert High School
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