vatas help desk representative full time resume example with 6+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Career Overview
Resourceful and dedicated professional with three years of experience in customer service. Providing superior customer service, tech support, payment processing, and multi-tasking in many different systems. Proficient in Microsoft Office programs. Conscientious with good analytical and problem solving skills, attention to accuracy, and detail oriented. Demonstrate efficiency and the ability to confidently work under pressure. High ability for leading, learning, and working closely with different levels of management and staff. Good communication and interpersonal skills; both team player and independent hands-on worker.
Core Strengths
  • Ability to Adapt & Learn on the fly
  • Organizational & Prioritization Skills


  • Easygoing & Flexible to difficult situations


  • Analytical reasoning
  • Time Management Skills


  • Strong Written & Verbal Communication Skills


  • Excellent Customer Service Skills
  • Managing multiple priorities
Educational Background
Expected in to to
: Business Administration
Austin Community College - Austin, TX
​​Coursework in Business and Management
Expected Graduation Date: 2019
Work Experience
03/2016 to Current
VATAS Help Desk Representative - Full Time SIerra 7 (Veteran Affairs Contractor) City, STATE,


  •  Logs and tracks inquiries using an incident management database and maintains history records and related problem documentation.



Experienced in the use of case systems Microsoft Dynamics CRM and Customer Process Manager (CPM) to input, respond, and resolve customer inquiries concerning escalations, pay, time and attendance or timesheets, leave, health and life insurance, and general system questions. Researches and resolves unusual and difficult problems relating to assigned accounts. Perform complex data entry tasks into the Veteran Affairs Time and Attendance System (VATAS).



  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.




Answer routine inquiries pertaining to the use and operation of the VA Human Resource Information System. Escalate non-routine or complex issues to appropriate government staff. Answer inquiries on the proper procedural methods for using the system based on VA policy and guidance.

Troubleshoots complex situations to determine where the errors occurred and the cause and takes corrective action for all discrepancies. Traces discrepancies and reconciles accounts and historical data to develop and explain detailed information not otherwise readily available. Research cause of discrepancies and reconcile errors with appropriate requestors.


  • Exercise technical authority on all procedural matters to ensure customers understand the use of the system and solve technical matters without direct supervision.



Acts as liaison between employees, Timekeepers, Supervisors, and Payroll to reconcile pay and/or leave problems to Tier Two VATAS Helpdesk. Assist with records of overtime usage to maintain Time and Attendance files (time cards, work schedule change) as needed. Analyze and prepare technical cases for escalation to Tier Two for 350,000 VA employees in order to resolve issues. Review Tier One cases and issues by researching policies, procedures, knowledge bases, and reference materials for functional and technical incidents in order to provide guidance for resolving the case/issue or to document the technical details for elevation to Tier Two.


  • Confers with representatives of other local offices/directorates, employees, and payroll office to correct or give information pertaining to pay.


Assist Timekeepers/Supervisors/TL Approvers with questions and providing guidance by reviewing timesheet summary/timesheet. Applies knowledge of civilian pay entitlements and allowance, in accordance with prescribe regulations and procedures.

Applies knowledge of civilian pay entitlements and allowance, in accordance with prescribe regulations and procedures. Examine payroll and accounting transactions; prepare documentation, process adjustments to accounts. Answer routine inquiries pertaining to the use and operation of the VA Human Resource Information System. Prepare monthly financial reports and create spreadsheets to provide documentation for the Department Supervisor and 360 VA stations.

07/2015 to 03/2016
Customer Support Representative- Full Time Time Warner Cable (Spectrum) City, STATE,

  • Aid users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat).

Learned about products and services and kept up to date with changes. Supplied customers with written responses and information and followed up on customer communications. Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints. Ability confidentially to input, extract, and store information and to analyze output for account purposes.


  • Demonstrate interpersonal skills and is able to provide empathy for customer’s situation.

Make a customer’s experience as enjoyable as possible. Quickly understand and interpret customers' needs and wants (even if this means having to read between the lines). Listening carefully to what they have to say. Understand the mindset of a customer.

Saved the value of our products and services by properly aligning their features, benefits and price with the needs of our customers.


  • Diffused irate customer service calls by utilizing strong listening skills and conflict resolution techniques.

Take ownership of your customer’s needs, and always see problems through until they are fully resolved. Remain calm, courteous and respectful at all times (even when customers are angry and argumentative). Relay information in a concise and clear manner. Be patient with demanding customers.

Ability to resolve recurring problems encountered in technical service, account information, and processing transactions. 

  • Assisted customers with payment processing, billing questions, account concerns and reconciliations.

Interpreted policies and procedures; provided recommendations and technical guidance to employees and others regarding financial and accounting policies; make decisions within broad guidelines.

 Assisted customers in the arrangement of payment plans for past due accounts and simplified the payment process, to help avoiding any late fees. Explained the billing cycle and process for customers. Able to clearly express the differences in pricing information between packages and bundles.

Analyzed financial information and advise personnel on accounting trends, issues and discrepancies; perform account closing process; reconcile accounts.

01/2015 to 07/2015
Checker/ Business Center Representative- Part Time HEB Grocery City, STATE,

  •   Conducts, processes, and reconciles services and understands policies and procedures.

Compile, maintain and reconcile information required in processing state financial and accounting reports, tax forms, and budget information; interpret information utilized to assure compliance with federal, state, and local policies, laws and regulations; prepare required reports; initiate and transmit payments.Capable of handling large sums of cash. Understands the Refund Policy and Procedures and is able to process returns and issue rain checks. Understands recall process. Proficient at conducting transactions on the H-E-B POS System.

  •   Perform the duties of Customer Service Assistant frequently.

Research discrepancies and assist Customers with inquiries. Adheres to company security/confidentiality guidelines. Understands recall process. Prepare account reimbursements.

  •   Work in an environment in which is fast paced and requires detailed work and precision.

Collect, count, and reconcile monies and accounts; prepare bank deposits; maintain records of cash transactions and receipts; reconcile receipts and disbursements with appropriate accounting records.Ability to accurately process transactions, returns goods and assist customers in stressful environments correctly the first time as to no slow the process. Monitor and manage potential front-end shrink.


  •   Answer product related questions for customers.

Knowledgeable of products and services offered to better assist customers. Able to guide/direct customers based off of their personal needs or wants. Uses suggestive selling techniques to meet customer needs and build department sales.


  • DCPS
  • HR Smart
  • Kronos
  • Rio/NYROC
  • Microsoft Word, Excel, PowerPoint, Outlook

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Resume Overview

School Attended

  • Austin Community College

Job Titles Held:

  • VATAS Help Desk Representative - Full Time
  • Customer Support Representative- Full Time
  • Checker/ Business Center Representative- Part Time


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