Data Entry Customer Service

Kyah Collins

Current Location: Flossmoor, IL

Available to work Onsite at Matteson IL

Summary:

Dedicated and detail-oriented Customer Service Representative with over 10 years of experience in high-volume inbound and outbound calling, data entry, and document verification. Adept at managing compliance and insurance verifications with a focus on federal emergency management processes. Proven ability to handle complex customer interactions while ensuring accuracy and adherence to regulatory standards. Committed to delivering exceptional service and fostering positive client relationships. Leverage expertise in Quality Assurance, Intel Section, Document Integrity and Compliance Management.

Skills:

Customer Service

Administrative Duties

Inbound/Outbound Calls

Communication Skills

Time Management

Attention to Detail

Detail Oriented

Documentations

Quality Assurance

Compliance Management

Data Entry

Database Management

Microsoft Office Suite

Word, Excel, PowerPoint

Outlook

MAC

Windows

Spreadsheet

Intranet Applications

Concur

GSI Portal

NEMIS

DTS

WebTA

C3MP

Government issued CC

Government clearance level 12

Certifications:

Telework Certified

NFP Entity Administration Certified / 501(C) 3 Certified

State of Illinois Commissioned Notary #919139

Government Administration: Document Integrity Unit, Intelligence Section; Anniston, AL, (DoD) Department of Defense Operations Liaise.

Training

F.A.C.T.S. School Information Grants Systems / Safety Regulations / Certified Flagger/ Field Inspector

Experience:

Federal Emergency Management Authority (FEMA), Chicago, IL 12/2019 - 05/2024

Customer Service Representative (Document Integrity Unit (DIU))

Conducted high-volume inbound and outbound calls to assist clients with their inquiries, provide information on services, and resolve issues related to federal emergency assistance.

Performed high-accuracy data entry tasks, managing large volumes of information with meticulous attention to detail. Maintained accurate records and updated databases to ensure data integrity.

Reviewed and verified documentation for compliance with FEMA’s regulations and guidelines. Ensured all required documents were complete, accurate, and processed in a timely manner.

Conducted thorough compliance checks and insurance verifications to confirm eligibility and coverage for emergency assistance programs.

Delivered exceptional service by addressing customer concerns, providing accurate information, and facilitating resolution of issues in a professional manner.

Verified the legitimacy and authenticity of transmitted (PII), Personal Identifiable Information for insurance claim eligibility, and document validity status, to mitigate risk, via Federal Government Database Management Systems, including AML Anti Money Laundering Detection Systems, in liaise with the Department of Defense Operations: (DOD).

NEIMIS: National Emergency Information Management Systems Certified.

Emergency Qualifications Examiner and Internal Systems Approval / Data Processing. Codes and Compliance, Property Inspections via Satellite N.E.M.I.S. Systems.

Also responsible for Birth records, social security cards, driver’s licenses, citizenship certificates, residential alien cards, nationalized non-citizenship records, insurance records, licence and titles, proof of occupancy and other government documentations.

Skilled in using customer relationship management (CRM) software, data entry systems, and Microsoft Office Suite (Word, Excel, Outlook).

Federal Emergency Management Authority (FEMA) Chicago IL 01/2016 - 11/2019

Customer Service / Reservist Cadre

Conducted high-volume inbound calls up to (120-150 calls) to assist clients with their inquiries, provide information on services, and resolve issues related to federal emergency assistance

Worked into Emergency Housing Response (EHR Unit)

Performed accurate data entry and maintained comprehensive customer records, ensuring the reliability and confidentiality of sensitive information.

Knowledgeable in compliance requirements and procedures related to emergency management and insurance.

Verified insurance documents and claims to ensure compliance with company policies and regulatory standards. Assisted in the preparation of reports and documentation.

Provided approval /denial of funds distribution to victims of hurricanes for immediate, temporary and subsidized housing, due to storms within the southern region states of Mississippi, Georgia, Alabama, Texas, and their surrounding counties.

Primary funding liaison for victim’s financial disbursements. Crisis management. Verified and approved / denied applications of highly sensitive credentials through GSI Intranet portals. Government clearance level 11. ( IA ) Division, Reporting to Recovery Directorate.

Utilised CRM software, data entry systems, and Microsoft Office Suite Word, Excel, Outlook, Spreadsheet etc.

Enova Financial Corporation, Chicago IL 06/2012 - 10/2015

Customer Service / Loan Approval Officer

Managed a high volume of customer interactions through inbound and outbound calls, addressing inquiries related to Loans, claims, and coverage options.

Originated, qualified, processed, approved or denied loans, administered, adjusted, amortized and closed consumer and business loans.

Collected database of sensitive information i.e. credit histories payment schedules, bank records, income statements.

Reviewed and processed consumer loan applications and ensured company compliance with state regulated lending laws, ReFresh requirements, Bank Secrecy Act, Anti Money Laundering Act, The Stafford Act, (T.I.L.A) Truth in Lending Act, Patriot Act, Privacy Act and Anti Predatory Lending Laws.

Education

A.A. Public Administration, Smyrna Business College, Smyrna, GA.

Public Policy Government Administration

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