Porsche Calicott

United States Air Force Veteran and mother, returning to the workforce with over ten years of customer service experience. Seeking opportunity to grow career while partnering with a company and role that will benefit from immeasurable talents and extensive professional experience.

Customer Service Specialist (2023-11 – Present)

• Timely response to inbound calls
• Light troubleshooting related to log in issues including account resets
• Navigational assistance with account set up and creation of user credentials and Multifactor Authentication
• One call transaction related to account management, including balance inquiry, fund transfers, and data updates
• Effective use of tools and database information to ensure a one call resolution
• Efficient transfer of calls or cases to the proper team for second level assistance

Service Desk Agent I at ASM Research, LLC (2023-02 – 2023-09)

• Timely answer and process all inbound calls, emails, and self-service portal tickets from end users
• Process all requests for information from end users needing assistance with military related pension, payroll, benefits, and the open enrollment process
• Assist with general account support by unlocking frozen accounts, and escalating additional account requests as required via service desk ticketing
• Process inbound self-service portal tickets opened by end users needing assistance with the NIFMS financial management system
• Successfully maintain and obtain client required security clearance and maintain high degree of confidentiality when handling account specific information

Client Services Representative at ASM Research, LLC (2022-09 – 2023-02)

• Answer incoming calls within SLA and address PTIN application inquiries from tax professionals
• Review and process all identification documents provided by tax professionals to approve issuance of PTIN
• Maintain a high degree of confidentiality while handling tax preparer PII including but not limited to: Social Security Numbers, employer information, personal and work addresses, tax return information, copies of personal documents, etc
• Document all customer interactions and ID document review outcomes within ServiceNow per client's guidelines
• Exceeded client mandated quality assurance score of 90% by regularly achieving 100% scores on QA call reviews

Client Services Representative at AppleOne/Maximus (2021-02 – 2022-07)

• Answered incoming calls from clients inquiring about Medicaid, PEBT, and government assistance
• Mitigated client complaints and issues as necessary and ensured first call resolution for each client interaction
• Regularly exceeded client mandated quality assurance scores by achieving 100% scores on QA call reviews

Medical Assistant – Concorde Career College (2005)