Customer Service Information Technology
Resume:
Anthony L. Alsop
Woodford, VA 22580
**********@***.***
Qualifications Summary
-Multiple years of experience in Information Technology.
-Multiple years of experience in Customer Service.
-Multiple years of experience in Home Healthcare.
-Multiple years of experience in Home Medical Equipment.
-Multiple years of experience in Order Fulfillment/Warehouse.
-Multiple years of experience in the Food and grocery industry.
Work Experience:
Walmart April 2023 to February 2025
Fuel Sales Associate
Delivers fuel safety, customer service, and ensures fuel-related tasks are completed with efficiency and consistency. Works in support of the store management team to facilitate the completion of gasoline related customer service and tasks. Operate the cash register and process customer payments. Provide excellent customer service and resolve complaints. Restock the store as needed. Ensure all store policies and procedures are being followed. Maintain a clean and orderly work area.
GPM Investments, LLC November 2020 to March 2021
Customer Service Associate
Provide fast, friendly, and efficient service to our valued customers. Operating a cash register, processing specialty products, and handling a variety of monetary transactions. Cleaning all areas of the store, both inside and outside, to maintain a safe, healthy, and pleasing environment for everyone. Stocking products, pricing merchandise, and removing damaged or expired items. Other duties and responsibilities as assigned, to accommodate store operational needs.
AddusHomeCare November 2020 to March 2021
Service Coordinator
Responsible for coordinating administrative, business, and other operational activities such as, but not limited to, HR, payroll, A/P, scheduling direct service staff, and resolving client issues in conjunction with the Branch Manager or Agency Director. The Service Coordinator ensures that all clients receive the best service possible and according to the care plan. Duties included in this supervisory role are to oversee the new hire process for all new employees and ensure all documentation is completed timely and accurately. Ensure all employee records (including payroll records) are current, accurate, and updated as needed. Collaborate with the Corporate HR team for benefit enrollment processes. On-board and train new branch Administrative employees. Provide thorough, complete follow-through on escalated client complaints and theft claims. Ensure WOTC applications, Forms I-9, and any other applicable paperwork are completed timely for each new employee. Report all new Leave of Absence requests appropriately and assist the HR team with the leave process. Set up training for all new and current employees. May oversee or facilitate classes including quarterly in-service meetings. Coordinate Internal Audit Responses to the Contracts Department and QA team for employee files only. Oversees compliance with HR processes and procedures throughout the branch. Ensures all required A/P-related paperwork is scanned and submitted for payment. Follows up on all Private Duty “Hot-Lead” Assessments and Deposits. Supervises monthly Service Monitoring Calls with the State Department of Aging. Files APS Reports and follows up with agency: handles related employee issues as appropriate. Responds to and resolve all service complaints filed with the state or state agencies. Ensures the appearance of the branch’s open environment is professional: neat, clean, orderly, and generally free of clutter. Supervises the purchasing and material management functions for all branch office supplies. Maintains a high degree of confidentiality at all times due to sensitive information. Follows all Medicare, Medicaid, and HIPPA regulations and requirements. Abide by all regulations, policies, procedures, and standards. Performs other duties as assigned. Maintains positive internal and external customer service relationships. Maintains open lines of communication. Plans and organizes work effectively and ensures its completion. Meets all productivity requirements. Demonstrates team behavior and promotes a team-oriented environment. Represents the organization professionally at all times.
Lincare October 2019 and October 2020
Customer Service Representative
Provide outcome-based solutions for our physician referral sources and existing patient population. Submit new orders and monitor their completion, from initiation to set up, working closely with the clinical, sales, and service departments. Prepare and analyze the billing and setup paperwork for patient services. Work closely with existing patients to troubleshoot issues, identify solutions, and dispatch corrective action via the appropriate departments within the organization. Recommend potential products or services to management by collecting patient information and analyzing customer needs. Actively participate in the training of new customer service and sales personnel. Assists the Customer Service Supervisor in the supervision of all Customer Service Personnel. Actively participates in the training of all Customer Service personnel including new hires. Monitors the flow of orders to and from the Customer Service Department. Deletes corrects or re-enters patient orders as deemed necessary. Monitors phone calls to confirm the proper telephone techniques used by Customer Service Personnel.
McLane April 2019 to September 2019
Warehouse Damage/Return Processor
Responsible for assisting inbound drivers by helping with the inbound unloading process and accounting for all products that are either returned from the delivery process and/or processed through the Damage/Returns. Count, scan input item label information into the system, and ensure timely disposition of items. Sort and stack totes. Transport products and totes to their designated locations. Process products through the inventory tracking system. Record, document and destroy the damaged products. Comply effectively with company work and safety rules. Continually meet assigned production standards. Maintain a quality of work that limits missed picks, shorts, and damages. Follow directions and work independently and in a team environment. Be trained and certified to operate any required equipment (including manual/electric pallet jack, forklift, and tugger) within 30 days after hire. Comply with company attendance policy. Maintain a flexible work schedule to meet the changing needs of the Distribution Center; work schedules may require working an early shift, staying long for a late shift, and weekend work depending on the customer and operational requirements of the division. Work in warm and cold temperature conditions that may range from 38F to 110F. Stand, walk, bend, stoop, push, pull, grasp, and reach above the head continuously for a period of two hours or more. Ability and willingness to select/load/unload and/or deliver ALL products that may be ordered by our customers.
Lincare April 2018 to March 2019
Customer Service Representative
Successfully managing large amounts of inbound and outbound calls. This will include following communication scripts, handling different topics, and acting as a liaison between our company and its customers. In addition, responsible for evaluating all documents to ensure that appropriate information has been obtained for billing purposes. Additional duties for this role include: Handling patients, referral sources, and administrative department inquiries. Communicating with insurance companies and/or prior authorization requests. Entering patient information into a customer information system. Ensuring customer satisfaction and assisting them with issues/concerns related to their health. Serving as a backup when other employees are out due to absent staff members. Making decisions as needed off-hours or without supervision to ensure an uninterrupted supply of products to customers. Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty. Becoming educated in qualifications of multiple insurances to ensure clean order intake.
Medi Home Care April 2017 to March 2018
Driver/Service Technician
Delivers and sets up required equipment in the customer's residence. Performs routine preventative maintenance and simple repairs on equipment, as required, in accordance with company policies. Process orders in a timely, accurate manner. Assists in resolving customer equipment problems. Maintains home oxygen systems through regularly scheduled visits to customers. Ensures all equipment is cleaned using Universal Precaution Standards and following the company's infection control policy. Ensures all equipment is in good working condition. Complete written client visit paperwork following setup and follow-up visits as required. Performs evening and weekend on-call as directed. Educates customers in the proper use of equipment in the home. Ensures that all paperwork is completed for equipment received or removed from the location's inventory. Assist with inventory process. Maintain company vehicle used for deliveries. Reports equipment hazards and/or product incidents as required in accordance with company policies and procedures. Develops basic reimbursement knowledge and completely documents all information necessary to ensure reimbursement for all appropriate equipment, products, and services. Develops technical knowledge as appropriate, of HME or respiratory products and services provided by the company. Develops and maintains working knowledge of current HME products and services and all applicable governmental regulations. Ensures appearance and personal conduct are professional at all times. Works at maintaining a good rapport and cooperative working relationship with customers, referral sources, and staff. Represents the company in a positive and professional manner in the community. Reports to work on time and as scheduled, and completes work within designated time frames. Maintains client confidentially at all times. Attends in-services and meetings as appropriate. Complies with all organizations' policies regarding ethical business practices. Contributes to team effort by accomplishing related results as needed.
Walmart Oct 2016 to July 2017
Order Fulfillment Sales Associate
Responsible for picking and packing the merchandising list in the warehouse from computer-generated sources. Load packed merchandise onto pallets and then onto trucks. Responsibilities include but are not limited to printing and highlighting store and mixed production orders. Independently recognize SKU numbers and size specifications as related to the product. Fulfill orders by attaching orders to a pick box and filling it with the correct items listed on the order form. Moving orders to the table for another staff member to check. Check orders coming out of the production room that does not include retail items. Move orders from the fulfillment room tothe shipping room. Daily check of supplies and materials required to perform job duties including but not limited to packaging material, labels, stickers all other consumables used in job functions. Restock store shelves for the next day. Tag and bag new inventory as it comes in. Assist with checking in new inventory for the store. Labeling and recognizing the SKU numbering system. All other retail and production duties as assigned. Gulf Shift Supervisor Mar 2016 to Oct 2016 The Shift Supervisor is responsible for directly interacting with customers for the purpose of profitably providing fast, friendly service and providing day-to-day prioritization of work assignments to the Salesperson staff. Job responsibilities include but are not limited to maintaining adequate stock of resale items. Identifies any obvious spoilage, damage, and out-of-date merchandise. Receives, supplies, equipment, and resale items. Operates a computer system that calculates and marks prices. Transports items to shelving and display areas. Ensure a clean location is provided. Train and coach employees as appropriate and accurately complete paperwork. Delegate tasks and follow up as necessary.
Gulf March 2016 to Oct 2016
Shift Supervisor
The Shift Supervisor is responsible for directly interacting with customers for the purpose of profitably providing fast, friendly service and providing day-to-day prioritization of work assignments to the Salesperson staff. Job responsibilities include but are not limited to maintaining adequate stock of resale items. Identifies any obvious spoilage, damage, and out-of-date merchandise. Receives, supplies, equipment, and resale items. Operates a computer system that calculates and marks prices. Transports items to shelving and display areas. Ensure a clean location is provided. Train and coach employees as appropriate and accurately complete paperwork. Delegate tasks and follow up as necessary. IBM (Retired) Systems Management Integration Pro-Adv Jun 1999 to May 2015 Using CONTROL-M, CONTROL-R, and CONTROL-O provides Tier II Fault Management for Batch Cycle processing for the RAMP (Residential Account Maintenance Platform) and BCOM (Business Common) billing applications. This covers over 100 components as well as over 600,000,000 accounts. Responsibilities include determining root cause/trend analysis. First point of contact for abend resolution. Service Availability Management responsibilities include managing batch cycle deviations, exceptions, system outage documentation, Business partner notification/escalation, root cause analysis as well as tracking and trending to develop action plans. Work with Capacity Planning to initiate administration, operating systems, platform support, software packaging, capacity planning, performance management, availability management, and security compliance support. Develop solutions for less complex information systems and resolve technical implementation issues to optimize performance. Provide third-level technical support for less complex problems in an operational environment. Recommend alternative solutions, priorities, systems hardware, design changes, and improvements. Assumes additional responsibilities as assigned.
IBM (Retired) Jun 1999 to May 2015
Systems Management Integration Pro-Adv
Using CONTROL-M, CONTROL-R, and CONTROL-O provides Tier II Fault Management for Batch Cycle processing for the RAMP (Residential Account Maintenance Platform) and BCOM (Business Common) billing applications. This covers over 100 components as well as over 600,000,000 accounts. Responsibilities include determining root cause/trend analysis. First point of contact for abend resolution. Service Availability Management responsibilities include managing batch cycle deviations, exceptions, system outage documentation, Business partner notification/escalation, root cause analysis as well as tracking and trending to develop action plans. Work with Capacity Planning to initiate administration, operating systems, platform support, software packaging, capacity planning, performance management, availability management, and security compliance support. Develop solutions for less complex information systems and resolve technical implementation issues to optimize performance. Provide third-level technical support for less complex problems in an operational environment. Recommend alternative solutions, priorities, systems hardware, design changes, and improvements. Assumes additional responsibilities as assigned.
AT&T October 1980 to May 1999
Technical Training Instructor/Consultant
Responsibilities included technical training and course development for Application Service Manager Groups in an IT/MVS environment. Developed and delivered all aspects of courses related to mainframe computer software, including course content and instructional materials to management and non-management associates. Responsible for customer relationships management, including identifying key stakeholders, points of contact, gathering training requirements, and ongoing reviews with work center managers in reference to improvements. Developed training curriculums, training paths, identify training projects and assessing initiatives for the work center and work with other training consultants to coordinate training solutions across work centers. Develop and implement Project Plans using MS Project. Project Manager for implementing the change from Instructor-led training environment to a Web-based and Computer-based training environment. This entails working with web developers, providing requirements, and having final approval before implementation. Deliver developed web and computer-based training.
Education:
Smithdeal-Massey Business College Business Administration Associates Degree 1979
George Washington University Project Management Master’s Certificate 1998
Honors and Awards:
IBM Thanks Program Award 2005
ACS Outstanding Performance Award 2003
AT&T ITS Success Through Excellence Award 1998
AT&T Commitment to Excellence Award 1989
AT&T You Make A Difference Award 1989
Professional Training:
In addition to the above-listed education, the following is a partial list of professional training courses that have been completed.
CompTia A+ CompTia Network + CONTROL-M CONTROL-O CONTROL-R
Windows 95 Windows 2000 Client Administration Understanding Networking Fundamentals CICS Fundamentals IMS Fundamentals DB2 Family Fundamentals DB2 SQL Workshop UNIX System Basics Common Business Oriented Language (COBOL) C-Programming dBase III Plus Programming Microsoft-Disk Operating System (MS-DOS) Automated Production Control (APC)
Job Control Language (JCL) Intermediate JCL Advanced JCL MVS Utilities Computer Associates-7 (CA-7) Monitoring
CA-7 Scheduling CA-7 Data Base Definition
CA-11 Automated Rerun and Tracking System (ARTS) MVS Console Operations Tape Pool Operations
Print Pool Operations Microfiche Operations Time Sharing Option (TSO)
Statistical Analysis System (SAS) Windows 98 Windows NT 3.1 Windows NT 4.0
Windows 2000 Windows XP MS Project Storage Management OS/390
Effective Classroom Instruction Creative Training Techniques Needs, Analysis, Evaluation, and Validation Making Training Stick Graphics and Visuals for Trainers Interactive Learning Activities Managing Projects in Organizations Advanced Instructional Techniques Risk Management in A Project Environment Contracting for Project Managers
Project Scheduling and Cost Control Project Management Applications
Project Leadership, Management, & Communications Virtual Tele-Communications Access Method (VTAM) Data Facility Storage Management Subsystem (DFSMS)
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