Bivens Resume
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Bivens Resume

UtiDawn Bivens

6565 S Syracuse Way

Centennial, CO 80111

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CAREER SUMMARY


Have achieved success in several different areas of work and study with a primary focus on exceeding customer service expectations and consistently improving and broadening my skill set.


SKILLS/ACHIEVEMENTS


Payroll accounting and cost accounting

Typing at 50+ wpm and 10-key

20+ years of customer service experience

15+ years experience with Microsoft Office, PowerPoint, Excel, and Quickbooks

Oracle

3 years call center experience

4 years secretarial/front office experience

FileCabinet and ACS



EMPLOYMENT


Watson and Company

08/2018-06/2019

Office manager

Answer and direct all incoming calls and faxes

Check in daily production and audit for accuracy

Assemble and compile reports

Mail in and out

Extensive projects regarding taxes and bookkeeping

Input checks, debits, and credit card statements in journal

Check-in and transmit taxes

Accounts payable


Macy�s

11/2018- current position

Provide Macy�s level customer service to all customers

Process purchases, returns and exchanges

Process Macy�s cardholder services such as bill payment and other general information

Finding, delivering, and checking out online orders and in-store pickups

Properly sorting items returned to the At Your Service desk and taking them to the appropriate section of the store for correct shelving and racking

Helping to train new employees and existing employees regarding the specifics of the At Your Service Desk

Closing all of the registers, cleaning up, and shutting down the At Your Service desk at store closing.


Aerotek- Camping World

07/2017- 02/2018

Inbound call center for sales and customer service

Oracle sales program

Utilize multiple other support programs

Fielded approximately 40 to 80 inbound calls daily.

Transfer calls to appropriate stores or departments as needed for excellent customer service

Sales ratio of 18% to 23% weekly average

Average of 80-100 calls daily


PeopleShare - �Kaiser Permanente ��������������������������������������������������������������������������������������������������������������08/2016-12/2016

Inbound call center for insurance sales

Utilize multiple programs simultaneously �for accurate quote and data entry

Delivered superior customer service with fast and in depth research

In the top 5 sales figures daily, consistently

Fielded 60 to 80 calls daily with an AHT of 700-1100.

Averaged 12-15 off market sales, up to 25 on market sales and a revolving book of business of 30+ clients daily

Contracted to Kaiser Permanente for open enrollment.

Full knowledge of KP products


24-7 Intouch �����������������������������������������������������������������������������������������������������������������������11/2015-08/2016

Inbound call center for client company, Airbnb ���������������������������������

Aid users in setting up accounts, troubleshooting listings and bookings, escalating specific calls to specific departments for follow-up

Average score of 90 to 100% in customer satisfaction surveys �

Averaged 12 to 18 solves daily, 30+ escalations and general total of up to 60+ calls daily ������


United States Postal Service��� ��� ��� ��������������������������������������������������������������07/2015-11/2015 ��

Collect mail from general center, load truck and deliver mail

Accurate scans and time schedules


CII Entertainment��� ��� ��� ��� ���������������������������������������������������������������01/2015-07/2015

Handling 2-5 lines, 2 text and 2 Ping accounts

Using multiple programs at one time and multitasking for the safety of company employees.

5-Nine Administrator certified

Promoted to Operator Supervisor and Trainer

Promoted to Office Manager: scheduling, hiring and terminating for talent, operators and general office. Accounts receivable preparation for payroll. Running reports and conducting weekly meetings.


Advantage Sales and Marketing, Event Specialist��� ��� ��� ��� �������������07/2013-10/2014

Promoted to area supervisor, updating supplies and revising specific methodology.

Train all new employees for locations in area.

Submit reports concerning every event via Internet as a remote site.


Self-Employed, Daycare Provider��� ��� �������������������������������������������������������������������������������2004-2013

Manage time, activities and transportation for children of varying ages.

Worked with parents to identify issues of concern and worked on them to ready children for Kindergarten.

Prepared weekly billing statements and tax records for clients.

Budget and cost accounting for any specific child's needs pertaining to daily and weekly requirements.


EDUCATION


Metropolitan State College���

Denver, �CO

Continued to pursue a bachelor's degree in accounting with a focus on ��������������������������������������cost accounting.

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Colorado Northwest Community College

Craig, CO

Associate's of Accounting��� 2006��� �������������������������������������

Completed two year degree in accounting.

Additional studies in accounting for non-profit and government accounting. ���