Colette Lapsley Resume
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Colette Lapsley Resume

RESUME
Colette Lapsley
118 Crestview Street, Lansing KS 66043
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Summary of Qualifications: I posses 30 years administrative, technical and clerical experience, 25 years customer service/call center, computer/data entry, and 10 years purchasing and supervisory experience. My prior background has required me to multitask, set priorities, troubleshoot and deal with varying types of people and personalities – I have a special ability to diffuse irate customers. I have a total 5 years work from home experience in a private office with dual monitors and headset. Work Station includes a 24” Desktop computer with 12.0 RAM with Windows 10. Download speed is 173.86 and Upload is 20.63. 10/2004 – 5/2015 (Retired from Federal Government after 25 years of service). 1993-1994 I worked for EEO where I transcribed cases.

5/2015-8/2019 Provided in home care to my elderly disable mother. She resided in my home where I assisted with her daily needs and activities. I prepared her meals, transported her to and from her doctor’s visits and any other needs she may have had.

EMPLOYER Department of Affairs Veterans, Memorial Programs
Fort Leavenworth Kansas
10/2004-5/2015
Program Support Assistant

As Program Support Assistant for Memorial Programs, I provided total case management – to include receiving, reviewing and processing of claims evaluation activities for Government furnished headstones and markers utilizing the Automated Monument Application System (AMAS). I determined benefit eligibility, inscription formatting and approval, preparing correspondence to applicants, and a resolution of a variety of problems existing with the associated case. Processed claims for contemporary deaths (Persian Gulf and Afghanistan), and deaths occurring in the distant past (WWII, Korean conflict, or Vietnam era), or replacement of existing headstones and markers. I reviewed all electronic supplemental and subsidiary documents (to include discharge documents and death certificates) relating to a claim while ensuring they are based on eligibility criteria established by Federal law, implementing regulations and departmental policy.

EMPLOYER: Social Security Administration
Tele-Service Center, Kansas City MO 64106
6/2000 – 10/2004
Contact Representative

As Contact Representative I provided technical and non-technical assistance to Social Security recipients and the general public by responding to inquiry calls via Social Security Administration’s national 800 telephone number. Properly identified caller by obtaining personal information before releasing information. I provided information to callers about their social security record and/or various benefit programs offered by social security. I scheduled claims for Retirement, Medicare, Disability or Survivors benefits.

EDUCATION

Associates of Arts – Liberal Studies – Yuba Jr College – May 1973 – GPA 3.0

RELATED TRAINING

2002 Advanced Call Center Training Social Security Administration
2001 Phone Pro Social Security Administration
2000 Basic Call Center Training Social Security Administration
2000 TSR (TeleService Rep) Cust Svc Social Security Administration
1999 Advanced Customer Service ADT Svs KCMO
1998 Customer Service ADT Svs KCMO