Customer Service Representative
Resume:
L OWELL G. EVANS
Vi rginia Beach, Va. 23464
********@*****.***
Objective
My goal is to obtain the position of Payment Research Analyst. The experience I
have in researching payments and ensuring that payments are posted correctly to
t he clients accounts include monetary research as well. I want to utilize my
analytical skills and expertise in working with clients and resolving any payment
issues that they may have with their statements.
SUMMARY OF QUALIF ICATIONS
I have a very successful career in Government and Commercial Card Customer
Service. I worked directly and indirectly with the clients on a daily basis as I was in
charge of payment research. My daily requirements were to ensure that the
electronic t ransactions that were sent in via ACH were received and posted correctly
to the clients accounts. With this position I was in contact with the Operations,
I mplementation, and Monetary Research departments. I was selected as the “Point
of Contact” to resolve any issues with payments.
EXPERIENCE
Amerigroup Corporation
2005- 2011
Customer Service Representative
• Resolved issues with initial call from client
• Created projects that were implemented by corporation to improve customer
service
• In troduced plan to save Amerigroup money with vendor
• Worked with pharmacies and providers in regards to reaching customer
satisfaction
Bank of America
2005-2001
ACH Operations Analyst-Officer
• Worked with VP of Bank of America as Operations Analyst
• Worked with Gov.VP Karen Young to analyze and resolve commercial
business issues
• In charge of researching both Government and Commercial card payments
• Researched 24-48 payment tu rnaround deadline for client satisfaction
• Selected as Implementation Team “Point of Contact” for all new clients
• Developed test system to ensure new client implementation was successful
• Created ACH study guideline book to help t rain associates
• Responsible for researching payments and any problems with commercial
accounts
• Worked directly and indirectly with Paramount, Dow Chemical, NASA,
Department of Defense (DOD) and the Corbis Corporation (Mr. Bill Gates)
Bank of America
2001-2000
Moneta ry Research/Support Desk
• Located, indentified, and delivered MRA data relevant to Norfolk and
P hoenix Research and Retrieval Services
• Read organized and summarized research material
• Provided support to the Monetary Research staff by maintaining databases
• Investigated daily incoming reports and did research on these
Bank of America
2000-1995
Customer Service Representative
• Customer Service Representative for inbound call center
• Researched and updated accounts for cardholder information
• Handled cases which required analytical and problem solving skills
Education
• BA in Sociology from Virginia Wesleyan College
• Skilled by National American Clearing House Association (NACHA)
• Attended NACHA functions and classes to become ACH Certified in
payments
Additional Skills and T raining
• Microsoft Office (Word, Excel, PowerPoint, Access)
• Studying to be ACH Certified by NACHA
• Windows
• 2000 and Windows XP
References
• Dean I ley- SVP Bank of America- 757-***-****
• L inwood Turner- VP Bank of America- 757-***-****
•
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