Customer Service Human Resources

Tarika Pearson

Customer Service Professional

******.*******@*****.***

Experience

Human Resources Call Center Team Lead (Supervisor) at McGraw-Hill

March 2009 - Present (4 years 3 months)

Supervise the daily activities of a team of call center representative for the Human Resource Call Center

supporting inquiries from company employees relating to Payroll, Benefits, HR policies and miscellaneous

employee system technology issues

Ensure tasks and projects are completed on schedule and within budget

Execute quality monitoring and coach staff by evaluating approximately 5-10 calls per month and providing

positive reinforcement and/or constructive criticism to ensure correct information is being disseminated to

customers

Handle escalated customer inquiries and work with various department managers for resolution

Process monthly and annual reporting for call center metrics to analyze call volume and trends

Coordinate and participate in higher-level projects such as disaster recovery testing, business continuity,

internal controls, system enhancement and call reduction opportunities

Create development plans, process mid-year and annual reviews for all staff members

Motivate and inspire call center staff to consistently meet or exceed customer service performance

goals/metrics and service level agreements

Identify training and development opportunities for staff

Manager of Electronic Funds Transfer (EFT Services) at The McGraw Hill Employees Federal Credit

Union

April 2004 - February 2009 (4 years 11 months)

Manage daily operations of the call center and electronic funds departments

Ensured sales goals were met by the staff

Handled escalated complaint calls

Ensured the daily balancing of ACH debits/credits to customer accounts

Monitored the daily balancing of general ledger accounts for ATM terminals both foreign/owned

Managed ATM/VISA fraud claims

Worked on special projects as requested or assigned by management

Assistant Manager Electronic Funds Transfer (EFT) at The McGraw Hill Employees Federal Credit

Union

February 2000 - April 2004 (4 years 3 months)

Researched and managed problem Checking, Savings, or Visa accounts

Reconciled general ledger balances for ATMs and Visa accounts

Managed daily issuance of Visa credit / Debit cards when reported lost or stolen

Posted exception ACH debits and credits to accounts

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Provided training on cards programs for new employees and refreshers for existing staff

Monitored/created card renewal files for debit and credit cards

Member Services / Card Services Supervisor at The McGraw Hill Employees Federal Credit Union

February 1998 - March 2000 (2 years 2 months)

Managed daily operations of customer service call center

Managed problem accounts and resolved escalated issues

Managed posting of daily Visa / ATM transaction exceptions

Completed data entry and filing of membership cards and Visa applications

Answered and responded to customer inquiries via telephone, fax and/or emails

Managed department work schedule

Assisted as a teller when front end was short staffed

Provided training to new staff on banking systems (i.e. Focus XP)

Visa Specialist at The McGraw Hill Employees Federal Credit Union

February 1997 - February 1998 (1 year 1 month)

Managed the daily operations of the Visa department and ATM department

Assisted in the implementation of the ATM and Visa credit card programs

Learned operating regulations for Visa USA/Visa international

Learned NICE operating regulations to manage the ATM program

Proficient in Focus XP, CAT, First Security, and Issuer's Clearinghouse operating systems

Processed and reviewed applications, credit report and calculate debt ratios

Researched and responded to inquires or disputes pertaining to finance charges, purchases, cash advances,

payments or balance inquires

Processed charge backs, Visa/ATM representments or rejects

Worked collections, and/or arbitration cases

Prepared quarterly reports for Visa USA, Inc.

Credit Card Analyst, Accounts Receivable at McGraw-Hill

June 1995 - February 1997 (1 year 9 months)

Duties included processing credit card payment/refunds, adjusting customer accounts daily, responding to

customer inquiries and assisting supervisor with miscellaneous projects as requested

General Clerk, Accounts Payable at McGraw EFCU

August 1994 - June 1995 (11 months)

Provided customer service and assisted account payable personnel with typing and filing

Skills & Expertise

Call Center

Banking

Call Centers

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Accounts Receivable

Management

Leadership

Training

Human Resources

Education

Mercer County Community College

Business Administration Classes, 2012 - 2012

DeVry University

Business Administration, Marketing

Lincoln Technical Institute

Bachelor of Business Administration (B.B.A.), Office Automation

Grade: 3.0

The McGraw-Hill Companies Learning Center

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Tarika Pearson

Customer Service Professional

******.*******@*****.***

Contact Tarika on LinkedIn

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Contact this candidate