Customer Service Rep
Resume:
Penny A. Franklin
Arlington, Texas 76010
Objective:
Seeking a challenging position in Customer Service and participate as a
team member in a dynamic work environment focused on promoting business
growth by providing superior value and service. Look forward to working
with a company that provides me the with opportunity to play a direct role
in a Management position.
PROFILE:
Results-driven associate with a strong background in Telecommunications
and Customer Service with a proven track record in diverse Domestic and
International businesses. People-oriented associate who builds strong
corporate culture and employee commitment. Decisive, strategic with good
oral and written communication skills. Good in crisis situations, high-
energy, results-focused team-player with strong analytical skills.
JP Morgan Chase/Arlington, Tx 04/2007-present
Customer Service Rep: Bus/Online Telephone Banker
. Respond to customer inquires relating to deposits, financial
transactions, fees, research adjustments request, and submit dispute
claims on Consumer/Business accounts.
. Knowledge of products and services by offering opportunity solutions
for evaluating customer financial needs.
. Handle inquires on Line of Credit accounts for concerning payments,
and defaults. Assist in online banking for passwords reset, bill
pay, wire transfers, and other services as needed.
. Demonstrated being a team player in being confident, efficient, and
having accurate work at all times within the department for going
above and beyond for excellent customer service.
Humana Insurance/Irving, Tx 10/2006-01/2007
Customer Service Rep/Billing/Enrollment/Pharmacy
. Enroll Medicare Part D members for Humana Insurance by providing
information about eligibility requirements for various HMO, PDP, and
PPO plans according to their needs.
. Explained different payment options, billing concerns, and
enrollment for automatic social security withdrawal.
. Answered questions for members about generic, preferred and non-
preferred brand, and also specialty drug information coverage.
Assist Licensed Agents for verification of enrollment, and changes
that needed to be made on plans as requested.
. Assist pharmacies with prescription coverage, for
members as needed under the Humana Plan.
Monitronics Intl/Irving, TX 06/2005-01/2006
Customer Service Rep/
Correspondence Agent
Contact customers that wish to cancel their alarm service to retain
accounts.
. Also, advised customers of the importance of having the service for
their safety concerning their families.
. Offered lower rate for accounts with financial difficulties.
. Set up new contracts on accounts, system move request for
appointments
with technician.
Blockbuster/Dallas, Tx 12/2004-06/2005
Customer Service Online
. Assisted online consumers with information concerning their movie
accounts on the telephone and also through email.
. Troubleshoot accounts for the cause of shipment delays, determine
shipment arrivals, billing and credits.
. Process new customer accounts for new service. Submit online report
issues for customers receiving damaged and wrong DVD titles. Also
used Lotus Notes on a daily basis.
Providian Financial/Arlington, Tx 07/1999-10/2004
Customer Service Rep/Payment Processing
Assisted credit card customers with secured and unsecured
Visa/MasterCard accounts. Explained concerns with billing
statements, and other transactions on their accounts.
. Input promise to pay on accounts that were in a delinquent status.
. Offered benefits products for dissatisfied customers.
. Sort Electronic Checks by batching according to account status.
. Assisted Rejects Department to correct checks that
rejected due to misapplied payment, missing account
numbers, or unable to be read by system.
. Assisted Data Entry department by keying in payments for processing.
The Associates/Irving, Tx 10/1997-07/1999
Customer Service Rep/Credit Cards
. Assisted in credit card inquires for Visa/ MasterCard accounts.
. Provided customers with their balance information, along with
transactions and other billing concerns.
. Input balance and western union transfers, and also set up lower
percentage rates selected qualified accounts.
AT&T/Irving Texas 02/1997-08/1997
Customer Service Rep/Save Team Leader
. Processed orders for AT&T 800 telephone numbers, assist customers
with billing concerns.
. Provided debits and credits to qualified accounts that needed to be
adjusted due to computer or human error.
. Researched problems reports and forward to appropriate department to
expedite service.
. While working as Save-Team Lead, took Supervisor calls from irate
customers about transactions and from those calling to cancel their
accounts.
Texas Dept. of Corrections/Walls Unit Huntsville, Tx
08/1985-04/1995
Correctional Officer lll
. Assisted with the distribution of appointment passes, medications,
and mail within the cellblock.
. Escorted inmates to various areas within the unit.
. Kept daily log count for weapons when issued out to officers for
all transportation and security purposes.
. Performed daily building count inside for library, cafeteria,
cellblocks, and also outside perimeter pickets to maintain control
and security of prison facility.
Computer Skills:
35-40 wpm, Lotus Notes, Image-view for payment/processing, Data entry,
Medicare/System
Education:
1987-1988 Sam Houston State University Huntsville, Tx
Journalism/English
1980-1984 Huntsville High School Huntsville, Tx
Received number Bravo Letters of Appreciation from Customers.
Six Month Perfect Attendance
Employee of the Month January 2002 for well deserved job on great
detailed work in processing and batching packages within the department.
Received various Recognition Folders signed by Unit Managers and Site
Directors for providing Excellent Customer Service.
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