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.
���
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. ���
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.
���
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. ���