Tanishia Williams
Capitol Heights,MD
Summary
5 Years of experience verifying complex data, inputting figures into client databases at a quick pace. Extremely organized with strong skills in data entry/ computer work, customer support and self starter with oral and written communication skills while possessing an ACTIVE SERCRET Clearance . I have handled a variety of administrative duties for the HR leaders and staff including calendaring and powerpoint creation. I have also successfully prepared reports, letters, spreadsheets, and memos.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Operator II
All Native Group
09.2021 - 03.2023
- Perform managerial accounting roles and responsibilities such as audit coordination, and full range budget reviews
- Conduct analysis functions using various accounting and financial systems, both internal and external to the Command
- Diagnose and resolve software and hardware incidents, including work orders/ operating systems (Netplus, ServiceNow) and across a range of software applications
- Assist all users with any logged IT-related incident when called upon
- Conduct problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
- Accurately record, update and document requests using the IT service desk system
- Resolve incidents and upgrade different types of software and hardware
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Participate in the Annual Performance Review Process by Ensuring financial transactions are supported with proper documentation and in accordance with policy and internal control practices.
Support Associate IV
CGI Federal
11.2019 - 09.2021
- Three years of general office experience: follow a number of specific procedures in completing several clerical steps performed in a prescribed or slightly varied sequence, such as coding and filing documents in an extensive alphabetical file. Assist the Government Personnel with inquiries from Congress, Headquarters, White House, and other Government agencies
- Review passport product against data system information for completeness and accuracy constantly applying laws, regulations and procedures pertaining to the issuance of a U.S
- Interface with passport applicants at Agency/Center Information and Will-Call counters:
- Generate a credit card payment from the applicant and distributing completed batches to the cashier's office
- Verify all completed transactions and run designated reports
- experience utilizing a variety of office software, specifically Microsoft Office. Update text in appropriate TDIS screen
- Update Passport application information from the computer system
- Serve as customer interface in providing Passport information to customers (public, acceptance facilities, town clerks, law enforcement, applicants, other Government agencies, postal service, couriers, lock box vendors)
- Generate Informational Request Letters (IRLs) and emails that clearly convey requests for additional documentation or information to passport applicants
- Communicate with stakeholders, such as: Congressional offices, community-based organizations, USPS, Lockbox, and other Government Agencies (except for law- enforcement) under the direction of the CSM.
- Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
- Gathered, organized and input data into System.
Customer Service REP
Dc Lottery
05.2016 - 11.2019
- Influences customers to buy or retain product or service by following a prepared script
- Provide excellent customer service via email, phone, and social media
- Resolve customer service issues in a friendly and direct way; escalate any immediate issues
- Be knowledgeable of all different lottery tickets
- Ensure all communication is accurate and up to date
- Guide guests through options to obtain reward after winning ticket
- Train telemarketers
- Implemented and developed customer service training processes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Provided primary customer support to internal and external customers.
- Investigated and resolved accounting, service and delivery concerns.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Cross-trained and backed up other customer service managers.
Education
Associate - Medical Assistant
MedTech College
Washington,DC11.2015
Skills
- Customer service
- Database Management
- Project Estimation and Bidding
- Verbal & Written Communication
- Accounting Techniques
- Data Research
- Microsoft Word 365
- Microsoft Office
- Microsoft sharepoint
- Microsoft outlook
- Teams
- Generating reports
- Operational Efficiency and Safety
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 3 staff members.
- (2) Certificate Of Appreciations Awards
Certification
- Certified Support Associate IV , The Washington Passport Agency - September 8,2021
- Outstanding dedication and contributions to assist the customer service ,managers with daily operations in the customer service office
- Outstanding performance, commitment and willingness to go above and beyond daily duties.
Timeline
Help Desk Operator II
All Native Group
09.2021 - 03.2023
Support Associate IV
CGI Federal
11.2019 - 09.2021
Customer Service REP
Dc Lottery
05.2016 - 11.2019
Associate - Medical Assistant
MedTech College
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