Dorothy Gray
Newnan
Summary
10 years of experience offering outstanding support in Administrative Management, Technical Support, Data Entry, and Customer Service to diverse clients with a proven record in productivity, quality, and integrity.
Overview
15
15
years of professional experience
Work History
Remote Customer Service Representative
Modivcare Solutions
07.2023 - 07.2025
- Customer Relationship Management scheduling medical transportation for Medicare Members
- Technical Support
- CRM software
- Data entry
- Problem resolution, awarded on numerous occasions for exceeding metrics requirements
- Position Summary: Remote Customer Service Representative
Remote Production Scheduler
RemX (Change Healthcare)
01.2023 - 07.2023
- Scheduling
- Problem Resolution
- Customer Relationship Management
- Data Entry
- Maintain thorough documentation in OPM of scheduling commitments
- Submit daily Excel spreadsheet of completed activities to internal management, exceeded metrics requirements
- Position Summary: Remote Production Scheduler (Seasonal Employment)
Remote Help Desk Customer Service and Technical Support Advisor
Blackboard Anthology
06.2022 - 09.2022
- Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
- Serving as the first point of contact for clients/end-users seeking technical assistance over the phones, chats, and emails
- Striving for one-call resolution of client issues while communicating appropriate options in a timely and professional manner
- Managing and resolving identified client issues for assigned accounts
- Documenting information into web-based ticketing system
- Providing efficient, and accurate resolutions to client inquiries
- Position Summary: Remote Help Desk Customer Service and Technical Support Advisor (Seasonal Employment)
Remote Customer Service
Global Payments
07.2021 - 05.2022
- High volume of incoming calls serving an industry of Banks and Financial Services
- Maintain detailed knowledge of company's products and services using provided Knowledge Web
- Meet quality standards, adherence of schedule and average handle time, track and document each call
- Resolve clients technical issues by troubleshooting clients problems seeking a resolution using proper methods and resources in determining how to resolve technical issues
- Update database with current contact information for the issuance of new credit cards, card activation, payments, personal information update (cardholders, customers), review financial details in reference to cardholders concerns
- Position Summary: Remote Customer Service
Customer Account Executive
VXI
10.2018 - 01.2021
- High volume of consumer inquiries of FIS products and services, primarily SNAP and TANF recipients; i.e., EBT balances, issuance date, replacement of EBT cards
- Tracks and document each call regarding problems and issues
- Meet quality standards, adherence of schedule and average handle time
- Work in a face pace environment with excellent problem resolution
- Troubleshoot customer problems seeking a resolution using proper methods and resources in determining how to resolve customer issues
- Update database with current contact information for the issuance of new EBT cards
- Position Summary: Customer Account Executive
Customer Service Representative
Services Support Group (s2G)
08.2016 - 07.2018
- Dynamic customer service representative experienced in both inbound and outbound calls
- Excel in listening to customer needs, articulating product benefits, and creating solutions that provided value to clients
- Build and maintained enduring customer relationships to boost sales
- Meeting and exceeding Quality Control requirements
- Assisting utility customer with questions about their bills, receiving bill payments
- Position Summary: Customer Service Representative
Indexer
SourceHov
03.2012 - 03.2014
- Performed problem resolution for data entry of confidential data and record management, consulting with project staff as needed
- Monitored workflow and maintained logs/worked independently in a team environment
- Conducted/performed database searches
- Consistently exceeded high expectations for productivity and timeliness (approximately 1400 to 1600 pieces of data hourly)
- Maintain a log of completed work
- Maintain confidentiality and security of client information per client guidelines
- Position Summary: Indexer
Internship - Vocational Rehabilitation Counselor
Roosevelt Warm Springs Institute
08.2012 - 09.2012
- Intake interviewing
- Developed rehabilitation plans for disabled students with short and long term goals
- Supervised assigned students in areas of education, employment, daily living, social skills
- Conducted group therapy sessions with students displaying behavioral challenges
- Database updates of students current information
- Compiled weekly reports of student activities (Excel, Access spreadsheets)
- Provided written case review summaries for six or more students
- Supervised field trips
- Position Summary: Internship - Vocational Rehabilitation Counselor
Administrative Assistant
Georgia Department of Labor
02.2010 - 08.2012
- Managed heavy file volumes for Coweta County employers reporting quarterly taxes
- Reviewed employees wage information, issued tax liens and subpoenas
- Created report formats in accordance to specific instructions (Excel, Access. Microsoft Word)
- Collected data from employers monthly
- CRC database constant updates/executed multiple tasks at once
- Position Summary: Administrative Assistant
Education
Bachelor of Arts - Human Development
LaGrange College
LaGrange, GA01.2009
Skills
- Client support
- Effective listening
- Problem-solving skills
- Detail-oriented data management
Timeline
Remote Customer Service Representative
Modivcare Solutions
07.2023 - 07.2025
Remote Production Scheduler
RemX (Change Healthcare)
01.2023 - 07.2023
Remote Help Desk Customer Service and Technical Support Advisor
Blackboard Anthology
06.2022 - 09.2022
Remote Customer Service
Global Payments
07.2021 - 05.2022
Customer Account Executive
VXI
10.2018 - 01.2021
Customer Service Representative
Services Support Group (s2G)
08.2016 - 07.2018
Internship - Vocational Rehabilitation Counselor
Roosevelt Warm Springs Institute
08.2012 - 09.2012
Indexer
SourceHov
03.2012 - 03.2014
Administrative Assistant
Georgia Department of Labor
02.2010 - 08.2012
Bachelor of Arts - Human Development
LaGrange College
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