Customer Service Manager

Darlene Yates

Executive Communications, Information Technology, Administrative

Rippon, WV

*******@***.*** - 304-***-****

WORK EXPERIENCE

Chargeback Investigator

Spherion/First Data - Hagerstown, MD - January 2013 to March 2013

• Provided efficiency in resolving client’s issues which includes fraud, lost and stolen credit issues and

minimizing loses experienced by the merchant.

• I Investigated discrepancies in clients account by gathering data from transaction made by consumers or

merchants.

• I was Responsible for researching, matching, and recording data in multiple systems.

• I was responsible for Daily utilization of the Chargeback Image System to investigate and resolve incoming

chargebacks, specialty chargeback, and reversals.

• Analyzed and determined possible recovery rights based on Regulation E, Visa and MasterCard

• I followed Company rules, regulations, safety procedures and adhered to document policies and procedures

• I have excellent interpersonal communication skills, specifically interviewing and interrogation skills, in

addition to exhibiting professionalism at all times

• I resolved client’s disputes by issuing a refund per the client’s credit card.

• I maintained meticulous records of client interactions and have proficient computer skills.

• I have the ability to work through investigations to come to a resolution in a timely and accurate manner.

• I communicated issues to the manager for review and meet or exceeded departmental production and quality

standards.

UID Marking Tech

K-Force - Martinsburg, WV - May 2011 to July 2011

. I identified and marked physical inventory items of the US Air Force Bases.

• I was responsible for the identification of equipment assets, marking with UID labels, using hand held

computers and scanning labels.

• I verified parts and serial numbers and updating inventories systems

• I was responsible for physically locating equipment items with the USAF Staff.

• I applied UID labels to equipment in adherence to labeling instructions.

• I scanned the items and made new UID Labels.

• I was responsible for the integrity of the resulting database that resulted in reconciling the inventory system.

• I identified missing element and making the necessary corrections needed.

• I reported any discrepancy that was guided by the Marking team leader and reported to the site manager.

Traffic Coordinator

TIMBER RIDGE MINISTRIES - Winchester, VA - November 2009 to May 2010

•I provided customer service and administrative support to the local radio

station.

•I was responsible for creating the project task lists, scheduling meetings, preparing status reports and

modifying schedules/plans.

• Understands and adheres to The Winchester WTRM ethics and policies.

• I was responsible for effectively and accurately downloading the programming into the computer systems to

be played at appointed times during the day.

• I performed a wide variety of administrative support to radio organizational unit and prepare correspondence,

memoranda and reports.

• I provided secretarial and administrative support across all areas and levels of the organization.

• I answered the telephone, copied and wrote announcements for the DJ’s that worked for the station radio.

Systems Monitor/Analyst

BAE Systems - McLean, VA - April 2006 to May 2008

• I provided 24/7 monitoring support for multiple classifications (CWE),JWICS, SIPRNET and AIN of Client/

Server domains for both Window and UNIX configuration systems for all managed desktop, workgroup servers

and mainframe operations.

•I performed tier-one level support.

•I was responsible for generating and routing remedy service requests systems tickets to appropriate service

providers.

• I maintained current and accurate logs, and I effectively documented all systems outages and other pertinent

follow-up informational control logs. troubleshooting and technical

• I maintained the accuracy of all computer operator tasks and answered question and used problem solving

skills to the technical support desk hotline in absence of the Senior Manager during prime and non-prime time

hours.

Executive Communicator

Verizon Network Systems - Reston, VA - November 2005 to March 2006

I provided communications support within the Intelligence Community.

• I established secure communications and connections to the White House and other Federal Agencies.

• I maintained a daily log of all internal and external phone calls.

• I disseminated and prepared cables messages and briefing packages to the Intelligence Analysts.

• I provided excellent customer service skill

EDUCATION

Certificate in Business/Word Processing

Valley Training Center - Martinsburg, WV

1988 to 1988

Control and Accounting Course

US. Army Quartermaster School - Fort Lee, VA

1982

ADDITIONAL INFORMATION

US. Army Quartermaster School, Ft. Lee, VA. Material Control and Accounting Course, 1982

Certifications: Client/Server {2008} Technical

Other Courses: 1988 Valley Training Center-Word Processing Course, Word,

Excel, Access and PowerPoint and Editing. {2008} Database Security, ITIL

Foundations Course and CompTIA Security + Course.

Computer Skills:

Hardware: CD Rom, Scanners/OCR’s, Dell PC/Servers, HP PC/Servers

Software/Programming Languages, Adobe Illustrator, MS Office Suite, MS

Excel, Access, PowerPoint, Netscape and Internet Explorer. Monitored:

[JWICS, SIPRNET, AIN, UNIX and Windows] servers.

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