contact representative resume example with 11+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

OBJECTIVES The leadership background, organizational and strong interpersonal skills from military experience in Military Human Resource Management, civilian background as a Financial Management Analyst and Budget Analyst has enhance skills to successful work within organization. Knowledgeable and dedicated customer service professional with extensive experience in any industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Polite and professional Contact Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Helpful Patient Transporter with hands-on experience escorting patients throughout medical facilities. Patient-oriented and compassionate with strong attention to patient safety and care. Excellent bedside manner and outstanding verbal and written communication skills. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

  • Interpretation and Translation Services
  • Courteous with Strong Service Mindset
  • Upbeat and Positive Personality
  • Understanding Customer Needs
Trident University International Cypress, California Expected in 05/2011 Masters of Business Administration : Human Resource Management - GPA :

Magna Cum Laude

Touro University International Cypress, California Expected in 12/2004 Bachelor of Science : Business Administration, Business Administration (General Management - GPA :
Work History
H-E-B - Contact Representative
Leander, TX, 01/2018 - Current

Serve as Contact Representative within Clinical Operations Division (COD) to work as patient's representative or liaison between Moncrief Army Health Clinic (MAHC), TRICARE, MEDICARE, HUMANA and other medical agencies to diffuse potential volatile 50 encounters and direct customers per day to appropriate agencies to meet their needs

  • Assist patients and beneficiaries using required skills, knowledge, training through TRICARE Fundamentals Course and other programs such as Humana, DEERS, FEDVIP, MEDICARE and TRICARE to determine eligibility, qualifications, referral authorizations, Primary Care Manager (PCM) history and change request, coverages, costs, plans, claims and location doctors with TRICARE network
  • Managed Assistance Reporting Tool (ART) to create new cases, check pending cases, referrals in and out within network.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Us Government Other Agencies And Independent Organizations - Budget Analyst
Bridgewater, NJ, 01/2015 - 01/2018
  • Responsible for advising Medical and Dental Activity (MEDDAC) on funding requirements and expenditures, and performing detail budget analytical functions
  • Analyzed detailed budget administration functions associated with formulation, execution, and monitor of daily negative Open Commitments/Obligations, Un-Liquidated Obligations
  • Processed hundreds of cost transfers with 100% processing rate through JV upload program
  • Approved obligations, expenditures and requested allotments within funding limitations in approved budget
  • Processed Purchase Requests (contracts, MIPRs) valued over $10 million dollars
  • Analyzed and researched various official financial reports/databases within GFEBS (General Fund Enterprise Business System)
  • Solve patient travel problems/issues within Defense Travel System (DTS) with (MTF) for Moncrief Army Health Clinic (MAHC)
  • Ensured Budget Officer and Senior Budget Analyst received Status of Funds report in BI daily or weekly
  • Prepared Daily Obligation, Open Commitments/Obligations, Un-liquidated Obligations reports for Budget Officer and Senior Budget Analyst
  • Entered pre-commitment funds and reverse accounts receivable entry, if needed and recorded on GFEBS Log
  • Prepared Journal Vouchers (i.e
  • Cost Transfers) without approval that needed to be routed for approval from upper echelons
  • Prepared Journal Vouchers (i.e
  • Cost Transfers) and viewed multiple types of financial entries (i.e
  • FADs, VID)
  • Prepared over 200 Status of Funds reports for budget and labor in ERP
  • Corrected over 200 employee payroll errors, maintain employee records
  • Viewed PII information for staff of HR Master Data Report
  • Inputted over 210 HR data records for DCPS processing, change employee record and created reports of employee listings, verified Prepared over 200 HR data records from reporting tool in ERP and reviewed employee records to include line of accounting
  • Inputted over 100 activity type rates for cost center based on employee series and grade; view Activity Type for their cost center
  • Updated, Corrected, Funded Approved, and Released over 100 funds for project (WBS elements)
  • Prepared over 75 Journal Vouchers (i.e
  • Cost Transfers) or submit through JV Upload Program
  • Created over 40 invoices for Miscellaneous Pay Not Subject to Prompt Payment Act (employees) valued over $41K
  • Created over 35 invoices for Miscellaneous Pay Subject to Prompt Payment Act (vendors) totaling over $85 K
  • Completed all training as CO/AO to reviewed all travel requests in Defense Travel System (DTS)
  • Receive, Detach, and Delete personnel in (DTS)
  • Completed all training requirements and appointed as Additional Duty Safety Officer (ADSO) and Environmental Compliance Coordinator (ECC) for RMD to ensure that all personnel receive their annual training on Safety and HAZCOM procedures and records are updated
  • Inspect and inventory all chemicals and satellite accumulation points (weekly, monthly, yearly) IAW MAHC policies and procedures ensures health and safety of all employees at all times
  • Completed 100% of all GFEBS required courses to receive roles and responsibilities of Budget Analyst
  • Completed resident Business Analytics Course at University of South Carolina and Introduction to Federal Budgeting Course from Graduate School, USA to receive required CETs for FM Certification
  • Completed 100% of all mandatory annual course requirements for MAHC
  • Completed Foundation Course from Department of Army Management Staff College
  • Completed Purchase Card Online System Course from Defense Acquisition University
  • Generated annual budget forecasting information for executive and corporate reports.
  • Reviewed monthly operations to assess compliance with budgets and determine necessary adjustments for future plans.
Guaranty Bancshares, Inc. - Human Resources Assistant
Commerce, TX, 04/2015 - 12/2015
  • GS-06 (40 hours per week), Permanent
  • Serve as a staff level Military HR Assistant with the responsibility of providing technical advice and guidance regarding military personnel management programs which includes finance documents, military leave procedures, personnel accountability and strength management, personnel readiness, retention, personnel actions, reassignments, evaluations, awards & decorations, official orders, and the Total Army Sponsorship Program
  • Received the 16 Hour Off Award for processing over 500 hundred leave requests in a one month period to the Defense Finance Accounting & Accounting Services (DFAS)
  • Brought a critically backlog operation of unprocessed leave requests to current Within a month increasing the late report rate from 38 percent to 97 percent
  • Provide senior staff advice and consultation on proposed initiatives, new or revised policies and procedures that impact military personnel program of mission activities
  • Interpret, develop, implement, and administer a variety of staff assignments in various military human resources program areas
  • Plan and carry out complete projects, or portions of broader studies to resolve controversial issues or problems
  • Conduct staff reviews to enhance current military human resources services to ensure services meet the command's business objectives
  • Monitor military personnel strength in order to coordinate with senior leadership, initial assignments of all incoming soldiers and reassignments of soldiers already assigned to maintain equitable strength and ensure professional development needs are met
  • Provide specific guidance on officer and enlisted personnel management, classification, assignment, reassignment, distribution, utilization, authorized strength levels in specific categories, and evaluation of nominations for assignment to critical positions within the command
  • Managed the personnel records using the following systems iPERMS, eMILPO, TOPMIS, DMHRSi, PERSTEMPO, ATAAPS, PERSNET, UCFR, EDAS, and APEQs
  • Enterprise Solutions and Standards (ESS)-Component Systems (CS)
  • Filed paperwork, sorted and delivered mail, and maintained office organization.
  • Organized new employee orientation schedules for new hires.
General Services Admin - Financial Management Analyst
Baltimore, MD, 03/2011 - 04/2015
  • Access Health Longitudinal Technology Application (AHLTA), Composite Health Care System Program (CHCS) for patients and beneficiaries scheduled appointments or last booked appointment, electronic medical or documenting patient health history
  • Perform daily departmental patient advocacy visits to assist beneficiaries and staff with any concerns or issues with quality healthcare minimizing negative feedback impacted on Interactive Customer Experience (ICE) reports and manually forward input inquiries to appropriate department in MAHC
  • Monitor ICE reports to ensure patient issues will be resolved within three business days and issues may be identified through patient satisfaction surveys, local surveys, complaints to staff (including Healthcare Experience Officer/ Patient Advocate) or other mechanisms and ensure that resolutions are forwarded to chain of command within 72 business hours
  • Assist beneficiaries through communications with TRICARE representatives in determining validity of collection agency/claims/negative credit reports received for debts incurred as result of medical/dental care under TRICARE program
  • Perform weekly OB briefings for expecting beneficiaries and ensure they're aware of programs, benefits and healthcare needs for their unborn and newborn child
  • Create, complete, and process travel vouchers for beneficiaries traveling to other MTF or outside TRICARE network facilities for healthcare through Defense Travel System (DTS) within five days of completion of travel
  • DFAS representative on Functional Design Team as Government Test Lead member for Service's Enterprise Resource Planning (ERP) initiative General Funds Enterprise Business System (GFEBS)
  • Provided approval to related design, testing, and deployment of GFEBS project areas of Cost Management, Military Personnel Systems (MilPers), Accounts Payable, Accounts Receivable, Debt Management, Financial Reporting, and General Ledger
  • Recommended approval for development, formulation, implementation of designs, policies, and procedures for improving efficiency and effectiveness of functional designs within GFEBS
  • Performed budget, trend and cash analysis as basis for guidance and recommendations to agency leadership regarding budget preparation and execution
  • Monitored system operations for effectiveness and compliance with Department of Defense (DoD) standards and public law
  • Made recommendations for improvements and assert validity of input and output data
  • Provided customer service and guidance in finance systems and services to DoD military and civilian customers stationed around world
  • As Government Test Lead with responsibility to review and provide government concurrence of over 500 functional design documents, 2,500 test models, 5,500 test script validations for MilPers to meet and complete GFEBS mission for Phase 1A in three year period
  • Independently provided finance services to hundreds of geographically dispersed customers to include major military commands, multi-mission military installations and in some case DoD and other Federal agencies
  • Resolved issues, answer questions for instructors, end users comments, and inquiries regarding job aids training material and functional designs
  • Competent with interpreting test scripts, test models, and functional designs for internal and external customers
  • Identified gaps and conflicts found in existing GFEBS system, and presented recommendations to senior staff for review and consideration
  • Supported GFEBS users as power user assistance instructor for (Financial Management, Cost Management and HR Mini Master)
  • Led conference calls and communicate in writing with internal and external customers
  • Utilized technological resources, including software and accounting applications, to track all aspects of accounting and financial operations as well as prepared important and sensitive documents related to all aspects of organizational operations
  • Ability to research and analyze directives and regulations to assess their impact on current and planned operations
  • Developed and updated team related project plans, tactical plans, memorandums, supplements, and other directives
  • Recommended appropriate technical solutions to deficiencies identified by users and validate requirements that were inclusion in modernization plan
  • Recorded, interpreted and communicated financial data and plans using Microsoft Office.
  • Analyzed finance programs to assist with efficient allocation of resources.
Additional Information
  • CIVILIAN SERVICE AWARDS:, Post Commander's Coin DFAS Director's Coin Civilian Year Service Award (15 years) 16 hours Off Award

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Resume Overview

School Attended

  • Trident University International
  • Touro University International

Job Titles Held:

  • Contact Representative
  • Budget Analyst
  • Human Resources Assistant
  • Financial Management Analyst


  • Masters of Business Administration
  • Bachelor of Science

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