Customer Service Representative - Trillian Technologies - Washington, DC
(2025-09)
- Supported providers in identifying reasons for claim denials and provided actionable steps to secure approvals, improving claim success rates.
- Guided health providers in navigating Medicaid claims statuses and determining member eligibility to enhance service delivery.
- Facilitated registration of providers and billing vendors on Provider/Web portal, enabling efficient claim submissions as third party vendors.
HR Assistant and Task Lead/DHS CISA - Knowledgebank - Arlington, VA
(2023-05 - 2025-06)
- Assisted and planned CISA staff support at local events, including recruitment, hiring events, and job fairs.
- Assist in planning and coordinating various activities for projects and ensure compliance with all task procedures and policies.
- Supported program office operations by managing projects, providing administrative support, organizing schedules, preparing meeting handouts, scheduling interviews, attending intake meetings, and coordinating communications with stakeholders.
- Utilize USA Staffing to monitor recruiting and progress of candidates onboarding.
- Compiled and submitted quarterly reports detailing office performance and activities.
- Facilitated recruitment efforts across CISA to attract and engage qualified candidates.
- Reviewed, edited, and submitted biweekly and monthly reports to ensure accuracy and clarity.
- Utilized PARS system to accurately submit personnel actions for employee processing.
- Assisting Human Resource specialist with processing and intake of employees and student interns.
HR Assistant/Census Bureau HRD - YRCI - Suitland, MD
(2022-02 - 2023-05)
- Utilized human resource applications to scan, upload, batch, and validate Entry of Duty (EOD) records into Agency systems, ensuring accurate record-keeping.
- Utilizing knowledge of the National Finance Center's (NFC) payroll system with regards to payroll forms, staffing forms and benefits forms.
- Imported and downloaded documents from human resource systems into electronic Official Personnel Folder (eOPF), streamlining digital record management.
- Indexed records and validated employees' information to ensure document quality during import and download processes.
Call Center Tier 2-HR Specialist/TSA - KnowledgeBank - Alexandria, VA
(2019-04 - 2021-12)
- Coordinated responses with PP&B processing teams and agency HR representatives to ensure timely and accurate communication.
- Resolved questions regarding employee payroll forms and benefit documents.
- Reviewed employee records to clarify inquiries regarding pay statements in NFC-RUMBA, Workforce Central/Kronos, WebTA timecards, benefits forms, and RPA actions using eOPF.
- Checked process status of FEHB or FEGLI court orders, benefit changes upon LWOP/RTD, created LEO certification forms, and verified processing status of Service Computation Dates.
- Performed research on employee records and gained an understanding of the HR and payroll systems and the data that resides within.
Operations Specialist/Quality Manager/ Mailroom Supervisor - Linden Resources/Melwood - Arlington, VA
(2015-09 - 2019-04)
- Executed responsibilities of absent personnel across various contracts and headquarters as an Operations Specialist.
- Conducted quality checks on various contract sites to verify compliance with SOPs for each contract.
- Identified quality performance issues and proposed actionable improvements for specific contracts.
- Provided coverage in an acting capacity at multiple Linden locations for the Sr. VP of Operations and Quality.
- Oversaw a team of individuals with disabilities and special needs during coverage periods, ensuring effective support and management.
- Developed and maintained professional relationships with government clients to facilitate effective communication and collaboration.
- Perform correspondence management within government offices, maintaining division and district correspondence procedures on the format of preparation, content, coordination, release, and signature on correspondence.
- Supervised daily mail logs and managed a staff of 8 persons across 2 locations, USACE HQ and Ft. Belvoir.
- Perform a variety of direct or indirect task which include driving, print and mail services, warehousing and fulfillment, secure document destruction, assist in training new personnel, preparing outgoing mail, making travel arrangements and accommodations, arranging and overseeing activities for meetings.
Quality Assurance Specialist - General Dynamics Information Technology, Inc./PBGC - Fairfax, VA
(2013-07 - 2015-09)
- Monitored, scored, and provided feedback to assigned CSRs, ensuring adherence to quality assurance standards.
- Served as primary contact for customer service and quality assurance, addressing inquiries and resolving issues.
- Gathered and analyzed data to identify areas for improvement in customer service practices.
- Developed new procedures based on collected data and insights to enhance customer service practices.
Team Lead - UMUC Service Center/Randstad - Largo, MD
(2012-04 - 2013-07)
- Monitored OEM staff and calls; assisted students with class/course enrollment; provided information on student accounts and financial aid; managed and scheduled coverage for the entire call center; trained new hires; monitored and coached for quality assurance; created performance counseling for staff.
- Managed team performance through regular feedback and mentoring sessions.
- Coordinated training programs to enhance staff skills and job knowledge.
Team Lead/ Correspondence Specialist/TSA - Systems Integrations Inc - Landover, MD
(2008-01 - 2011-12)
- Responsible for schedules and requests for the correspondence team; closed out records in a specific database; interviewed new candidates for correspondence team positions; created monthly reports of productivity and accuracy; mailed responsess to airline passengers and the general public; gave annual reviews of team members; reviewed and sent information using several databases; organized, filed and created all folders in Exec Sec.; created numbers and assigned all incoming correspondence; date
- Inspected organization's record keeping process and analyzed efficiency of records management program, identifying areas for improvement.
- Reviewed, analyzed, and processed administrative publications reflecting division or district changes, ensuring compliance with established guidelines.
Email Customer Service Representative/TSA - Systems Integration Inc - Arlington, VA
(2005-01 - 2008-12)
- Responded courteously to high volumes of inbound calls from the public, gathering accurate information through effective questioning; performed database searches and documented findings; entered data online and routed detailed inquiries to appropriate departments, including TWIC program; monitored inventory and supplies; supported ECSRs in email responses; completed additional duties.
- Assisted customers with inquiries and resolved concerns efficiently.
- Communicated product information to enhance customer understanding and satisfaction.
- Collaborated with team members to improve service delivery processes.
Electronic Business Support Representative/ USPTO - Systems Integration Inc - Alexandria, VA
(2002-01 - 2005-12)
- Guided consumers in navigating and troubleshooting PTO website, enhancing user experience with Remedy and other tools.
- Managed customer inquiries and provided solutions for various service issues.
- Coordinated communication between departments to enhance operational efficiency.
- Assisted in onboarding new staff, ensuring compliance with company policies.
Electronic Business Clerk/NHTSA - Systems Integration Inc - Washington, DC
(2000-01 - 2002-12)
- Managed NHTSA website, guided consumers in site navigation and resolved inquiries.
- Processed daily transactions and maintained accurate financial records.
- Managed inventory levels and coordinated supply orders for operations.
- Assisted in scheduling appointments and managing office communications.
Customer Service Representative/NHTSA - Systems Integration Inc - Washington, DC
(1999-01 - 2000-12)
- Answered and resolved calls for Auto Safety Hotline, entering complaints into database to ensure accurate tracking; planned and managed booths for special events to promote safety awareness; researched vehicle recalls and investigations to provide informed responses.
- Assisted customers with inquiries and resolved issues.
