Brenda Miller Email & Phone Number

Springfield, Illinois, United States

• Direct management of the inbound customer service team• Timekeeping management for the inbound customer service team• Address customer escalations as needed• Identify and share opportunities to improve performance or processes in the call center

Springfield, Illinois Area

Serves as first point of contact for escalated events within the call center group.Assists the call center group with procedural questions.Handles escalated calls from customers.Researches inquiries from clients.Ongoing existing staff training and development.New-hire training.Partners with BUNN leaders on others tasks and projects.

Springfield, Illinois

• answer calls and respond to emails • handle customer inquiries both telephonically and by email• research required information using available resources• manage customer complaints• provide customers with product and service information• enter new customer information into system• update existing customer information • process orders, forms and applications• identify and escalate priority issues• route calls to appropriate resource• follow up customer calls where necessary• document all call information according to standard operating procedures

1425 S. Macarthur Blvd, Springfield, Il 62704

Processing samples (mostly seed/grain) using Ultra Centrifugal Mill, Wiley Laboratory Mill or Robot Coupe Emulsifier-Mixer. This process includes removing samples from storage location, placing in temporary storage freezer or insulated container with dry ice in grinding room, verifying client labels against the EPL BAS label, then recording sample ID, any inconsistencies, such as low sample volume, difficulties in grinding, or unusual colors on EPL BAS form, process sample and return to storage.Continue to promote EPL BAS's services. Manages website content, marketing materials, social media presence, press releases, posters and brochures.

Promote EPL BAS's services. Coordinate marketing plans and campaigns. Manages website content, marketing materials, social media presence, press releases, posters and brochures.

Niantic, Il

Works in compliance with Good Laboratory Practice guidelines, Protocols and Standard Operating Procedures as well as other applicable regulations or guidelines.Packages, paginates, archives and ships data.Edits, issues and maintains copies of Standard Operating Procedures.Scans and stores copies of all standard and solution preparation forms.Maintains ongoing study files.Maintians Facility Archives.

Epl Bio Analytical Services

Assures verification of the technical content and reconstructability of all EPL studiesWorks in compliance with Good Laboratory Practice guidelines, Protocols and Standard Operating Procedures as well as other applicable regulations or guidelines.Assists in packaging the data for pagination and archivalAssures all experimental data, which will include but not be limited to sample receipt records, notebooks, study generated data, summary tables, formulas, and calculations, and reports, is documented correctly, the data is reconstructable, and protocols and SOPs are followed.

• Greets visitors• Handles incoming calls on multi-line phone system• Sorts and distributes all incoming mail• Word processing• Filing• FaxingWorked as Office Assistant to Workman's Compensation Attorneys. Worked as Intake Coordinator as first contact for potential clients, interviewing clients and collecting information for Mr. Kanoski to assess their potential cases. Worked as receptionist at Springfield Office.

Performs a variety of graphic and artistic functions designing, laying out, illustrating and selecting processes and materials for educational, informational, and organizational use. Creates web pages for the department intranet. Creates web pages for the department internet, using templates provided by the Governor’s Office of Information Technology. Designs and builds presentations using Microsoft PowerPoint. Software used daily includes Dreamweaver MX, VITAL, Word Perfect 10, OmniPro 9.0, Word 2000, Microsoft Publisher 2000, Adobe Acrobat 6.0, Pagemaker 6.5, Corel Draw 8, Adobe PhotoDeluxe Business Edition, and Adobe Photoshop 7. Responsible for maintaining VITAL HotIntells database.Additionally, while working in this Bureau I was awarded a Superior Performance Increase (SPI), effective May 1, 2001.

As a member of the VITAL Quality Control Unit, I participated in design sessions, emphasizing user interface functionality. During unit and system testing, I performed multiple test scenarios for the development team and reported my findings. During post-implementation review I submitted findings and made recommendations for system improvement.I was responsible for data quality assurance and adherence to data security standards. This required monitoring of daily information input, including intelligence data, digital images, and the relationship between seemingly disparate pieces of intelligence information. During my employment in this Unit, I was a participant in the Upward Mobility Program. My target title was Programmer/Analyst. The courses I have completed are Introduction to DP for Non-DP Personnel, Fundamentals of IBM Computer Systems, MVS Concepts, Coding Basic JCL, MVS/TSO with ISPF-PDF, Basic Structured System Analysis and Design, and IMS/VS Database Structures.

Duties require advanced knowledge of the Unit’s state-wide computerized Word Processing Voice Recording Dictation Network system. Formats and prints various reports and correspondence for the Assistant Bureau Chief and his supervisory staff. Utilizing Word Perfect, transcribes and types confidential and complex investigative reports, memorandums, monthly reports, charts, graphs, etc. from a statewide digital dictation system, diverse handwritten and pre-recorded taped sources. Transcribes taped conversations between agents and alleged subjects and court-authorized taped overhears (telephonic and personal). Uploads and downloads files, file merges for letters, documents, and other reusable data containing some variable information. Performs the system back-up procedures, creates and maintains directories, and formats disks.I worked in the Thought Processing Unit half days, as I maintained my position as a volunteer participant in the VITAL-project’s Quality Control Unit.

Performs data entry into the computerized Indices file. Responds to inquiries using LEADS, NCIC, SOS, TIPS, and FBI providing information on Division case files, criminal history, and arrest records on individuals; license and registration information on vehicles, businesses, organizations, etc. to investigating agents. Prepare and maintain a daily message log on all incoming and outgoing messages associated with the LEADS computer system. Due to the activation of a new cadet class, I was temporarily reassigned to the Division’s Background Investigations Unit, from 8-14-95 through 12-1-95. I was responsible opening cases, modiying due dates, making entries to the background repository files, etc. Performs manual and computerized criminal history checks using the Law Enforcement Agency Data System.

Processes crash reports received from Districts. Contacts by phone, districts of erroneous reports, requesting supplements to correct errors. Maintains a tickler file to track supplemental reports. Receives requests for copies of Crash Reports. Answers telephone inquiries and citizen walk-ins requesting copies of reports. Maintains a productivity report. While I was working in this unit, I made several suggestions to my supervisor, that would allow us to perform more effectively in our day to day operation, which included putting all the reports in a central location, alleviating the assignment of different districts to each of the three staff members, eliminating the process of separating the daily mail into which district a letter in coming from and simply dividing up the daily mail into fair and equal amounts. and recommended a system of color coding the files of districts to expedite our search process. These changes were implemented and were successful.

Education record

Education record