- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Tania Pimentel
Government
Albany,NY
Summary
Overview
9
years of professional experience
Work History
New York State Office Of Cannabis Management
License Examiner
03.2022 - Current
Job overview
- Performed routine data entry or document management.
- Responded to inquiries from practitioners, patients, caregivers, and public, both written and verbal, regarding Medical Cannabis Program.
- Triage calls from Level 1 Service Desk requiring additional review and expertise to respond.
- Review documentation submitted within registrations to ensure compliance with laws, rules, and regulations of program.
- Draft responses to frequently asked questions and complaints received for supervisory review and approval
- Request additional documentation or information from applicants to approve registration.
- Identify system issues for users of Medical Cannabis Data Management System and report issues to Supervisor for ITS support and resolution.
- Collect data and analyze to develop reports and provide feedback to program management.
- As requested , participate in meetings and trainings
- Other duties as required.
New York State Diversity Of Inclusion Management
Administrative Assistant
12.2019 - 03.2022
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Handled client correspondence and tracked records to foster office efficiency.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Coached new employees on administrative procedures, company policies and performance standards.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Organized weekly staff meetings and logged minutes for corporate records.
- Performed research to collect and record industry data.
- Created PowerPoint presentations for business development purposes.
- Overseeing processing for 55b/c program, process incoming applications via email, physical mail, and fax.
- Managing various projects such as DPM100/DPM325
- Send determinations to EHS (Employees Health Services)
NYS Department Of Labor
Senior Security Employment Clerk
09.2017 - 12.2019
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responsible for providing complete and accurate information to public regarding labor law regulations.
- Team Mentor Provide training to all new colleagues
NYS Department Of Taxation And Finance
Tax Information Aide
02.2014 - 09.2017
Job overview
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Prepared written responses or tax return amendments to resolve state and federal notices.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
SUNY Empire State CollegeSaratoga Springs, NY
Bachelor of Science from Human Community Service
12.2023
University Overview
- Dean's List Fall 2022
- The Adirondack Trust Company Scholarship Recipient
- 3.75 GPA
One Accord Christian Academy Orlando, FL
High School Diploma
08.2007
University Overview
- Awarded Student of the Year
- Honor Student
- 3.75 GPA
Skills
- Microsoft PowerPoint
- Technical Support
- Microsoft Excel
- Administrative and Office Support
- Microsoft Word
- Medical Terminology Knowledge
- Policy and Procedure Adherence
- Staff Training
- Customer Service
- Online Systems
Languages
Spanish
Professional Working
Timeline
License Examiner
New York State Office Of Cannabis Management
03.2022 - Current
Administrative Assistant
New York State Diversity Of Inclusion Management
12.2019 - 03.2022
Senior Security Employment Clerk
NYS Department Of Labor
09.2017 - 12.2019
Tax Information Aide
NYS Department Of Taxation And Finance
02.2014 - 09.2017
SUNY Empire State College
Bachelor of Science from Human Community Service
One Accord Christian Academy
High School Diploma
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