Customer Service Representative
Resume:
Abria Wiley
Kenosha, WI *****
Objective To obtain a position within the company that will allow me to
utilize my work experience for the benefit of the company as well
as for personal growth and professional advancement.
Experience
Customer Service Representative
Aon Hewitt Lincolnshire, IL
10/29/07-Present
Managed incoming calls in regards to human resource- related services
. Worked in a fast pace environment managing inbound/outbound calls
pertaining to health and retirement plans
. Updated and maintained active/retiree information
. Anticipated customer's future needs by explaining, suggesting, and
providing additional information they needed to know
. Processed transactions for 401k that included distributions,
transfers, rollovers and investment election changes
. Provided information in regards to customer's health insurance and
billing for plans which included COBRA and Medicare
. Assisted with enrollments for newly eligible employees into health
plans which included Medical, Dental, Vision, and Life Insurance
. Worked with insurances providers such as Aetna, BCBS, UHC and MetLife
to address customers needs
. Initiated retirement process for retirees by starting payments for
Pension and enrollment into retiree Medical Insurance
. Made follow-up calls in regards to complex questions that required
additional research
. Answered questions and responded to inquiries in order to resolve the
customer's issues through a internet messaging system
. Managed research tickets regarding procedural, transactional, and
system issues
. Navigated in a Windows-based system through a series of databases in
order to access the appropriate information to service the customer
Lead Collection Analyst
Security Associates International Arlington Heights, IL
1/2007-9/2007
Evaluated credit reports, performed collections, and assisted with billing
. Reviewed contract information to assist subscribers with billing and
collections issues
. Negotiated payment arrangements for delinquent accounts to bring
subscribers up to date with contract terms
. Evaluated credit reports for potential subscribers
. Responsible for processing payments and updating payment billing
information for subscribers accounts
. Monitored the status of subscribers' refunds and credits
. Handled escalated calls and issues involving collections and billing
by assisting subscribers with their issues while demonstrating
effective customer service
. Responsible for providing weekly reports regarding subscribers'
collection and billing issues to Senior Management
Senior Collector
Bank of America Norfolk, VA 3/2003 - 11/2006
Responsible for performing collections, customer service, and other
recovery activities
. Ensured company success by negotiating payment arrangements to cure
delinquent accounts with customers who were struggling financially.
. Effectively managed and facilitated payment for credit card accounts
between 5 and 180 days delinquent.
. Provided outstanding service by educating customers on account terms
and payment options.
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