Highly dependable, driven, motivated, and multi-faceted candidate with 9+ years of experience working with Learning Management Systems and as a Call Center/Help Desk Specialist seeks placement with a solid organization to utilize my degree in Business Administration and where the opportunity to pursue a career progression within the company as available. Collaborative team player with strong communication, decision-making and time management abilities.
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- Responsible for handling calls from new and existing lobbyists & clients regarding a variety of requests by utilizing knowledge of filing system and lobbying law, as well as great customer service skills, to address issues, provide technical support and offer information, as needed.
- Read and analyze incoming memos, submissions, and reports to determine their significance and distribute to appropriate personnel.
- Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and boards of directors.
- Prepare reports, memos, letters, and other documents, using word processing, spreadsheet, and/or presentation software.
- Review and data enter lobbyist and client's biennial and semi-annual reports with accuracy and efficiency, making note of any discrepancies found.
- Dispose of, or oversee the disposal of, files pursuant to the Moreland Commission's mandates.
- Analyze internal processes and recommend procedural or policy changes to improve operations.
- Process lobbying fee checks, accurately maintain check remittance log & run monthly reports for lobbyist and client activity.
- Ensure that filing deadlines are met.
- Integrally involved in seamless migration from Knowledge Center learning modules to the Learning Management System.
- Improve overall department efficiency by creating templates for the most used forms and making manuals accessible to the agents and editable online by team members.
- Prepare and maintain records and reports, including documentation such as agents' course history and training school attendance.
- Develop and maintain training materials with current insurance regulations and procedures.
- Maintained and update Access & LMS databases with agent information and training and utilize collated data for tracking reports.
- Participate in staff meetings.
- Review and evaluate agents' progress in relation to measurable goals described in learning plans.
- Answer calls to METS call center and respond to emails.
- Manage and resolve customer complaints.
- Identify and escalate priority issues.
- Route calls to appropriate resource.
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Complete call logs.
- Produce call reports.
- Edit pre-formatted online high school course pages Check for accuracy in spelling and content by proofreading Create individual course objectives pages Transfer course exam content to the school's database Promptly address student difficulties as reported to the Help Desk Resolve technical issues as advised by superiors.
- Represent company at trade association meetings to recruit candidates interested in the freight conductor training course.
- Plan and direct staffing, training, and performance to develop improved freight conductor training programs.
- Oversee staff of four freight conductor training instructors.
- Review operational records and reports to project attendance.
- Read and analyze incoming memos and reports to determine their significance and distribute to appropriate personnel.
- Prepare and maintain records, including documentation such as students' personal and eligibility information, and relevant correspondence regarding attendance at the freight conductor training course.
- Direct and coordinate activities involving attendees at the freight conductor training course.
- Advise dealers and distributors on policies and operating procedures to ensure functional effectiveness of business.
- Direct staff to keep records of correspondence, attendance and graduation from the freight conductor training course.
- Greet students and ascertain what each wants or needs from the freight conductor training course.
- Describe the scope of the course and explain procedures for filing required forms to attendees at the freight conductor training course.
- Recommend, select, and help locate candidates for the freight conductor training course.
- Receive tuition payments to send to home office for processing.
- Answer questions regarding the freight conductor training course.
- Manage leasing of facility space.
- Monitor the facility to ensure that it remains safe, secure, and well maintained.
Business Administration GPA: 3.8/4.0
Science/Math GPA: 3.6/4.0 I participated in the 2006 Annual Survey of the Community with the Center for Community Studies at Jefferson Community College to determine the attitudes and perspectives of the area citizens and published results were made available to interested community leaders and members. This gave me a chance to apply my studies in a real world setting and also afforded me the opportunity to work with fellow student volunteers in learning not only valuable research skills, but getting to know our community and, based on our findings, contributing to the enhancement of the quality of life in our community.
Farm Family Softball, Misfits Softball, Color Me Rad 5K, Freihofer's Run 5K, Warrior Dash 5k, Insane Inflatables 5K
LINKEDIN PROFILE:
http://www.linkedin.com/pub/Jessica-Claire/2a/8a7/870
AWARDS & HONORS
Received award for customer service recognition and ability to work well with the other team members.
ACTIVITIES
Farm Family Softball, Misfits Softball, Color Me Rad 5K, Freihofer's Run 5K, Warrior Dash 5k, Insane Inflatables 5K
LINKEDIN PROFILE:
http://www.linkedin.com/pub/Jessica-Claire/2a/8a7/870
Administrative Support, Dreamweaver 8, Photoshop, Articulate, call center, content, resolve customer complaints, client, clients, Customer Service, customer service skills, databases, database, documentation, Edit, filing, Flash 8, forms, functional, Help Desk, home office, HTML 4, Insurance, law, letters, meetings, Access, Microsoft Office Suite, PowerPoint, Share Point, Windows, migration, page 2, page 3, personnel, policies, processes, progress, Proofreading, quality, Quasar, Read, maintain records, research, spreadsheet, staffing, Teamwork, technical support, training materials, training programs, Web Authoring, word processing, annual reports
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School Attended
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- SUNY Jefferson Community College
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- Bachelor of Science
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