Customer Service Data Entry

Sherae Flint

****KillingsworthLane PflugervilleTX 78660 Phone 512-***-****

Effective communicator seeking a professional environment that will enhance and utilize

my Customer service, Data Entry and Problem Solving skills in addition to experience

and attributes.

Summary OF Qualifications

Over 6 years of Customer Service, Resolving Complex Issues & Responding to public

inquires. History of successfully meeting and exceeding performance measures and

quotas. Proficiency in Data Entry/ Processing (Coding 50+WPM, 4000-KPS)

Knowledge of Microsoft Suite Illustration programs, Internet navigation

Experience

Spherion Staffing Service, Austin TX February 2010- February 2011

Loan Specialist

Inbound calls from home owners in foreclosure

Review and update borrowers financials

Offer borrowers different workout options

Assist borrowers to setup repayment plans.

Inform home owner foreclosure sale dates.

Review documents related to loan modification

Give clarification about missing/rejected documents

Advise borrowers of modification denials.

Respond to 3rd request regarding short sales.

Review Purchase agreement vs. BPO

Share information regarding short sale process.

Open escalation task to Loss Mitigation

Review ARM loans to determine details

Provide detail escrow information

Review and request new escrow analysis

Explain any increase in mortgage payment

Demostrate Professionalism with confidence

Code the account accordingly

Notate the account according to call.

Top 5% quality and performance.

Dell Financial Services, Austin, TX November 2007- December 2009

Collector, Account Receivable

• Answer calls made from auto dialer system

• Inform customer of delinquent account status

• Negotiate and secure payments .

• Collect more than 70K per month

• Good verbal and written communication

• Great Customer Service skills

• Work independently, able to handle escalations

• Performance Review consistently Exceeds expectation

• Top K- Performer

Senior Collection, Recovery

• Coordinate settlement on charged-off accounts

• Negotiate repayment plans deliquent cardholders.

• Process Credit Reporting Updates

• Logged agreements using excel

• Mail or Fax Settlement Offer letters

• Work with debt relief companies

• Negotiate payment arrangements

• Place customers on hardship program

• Lower customers interest rate

• Offer reduced minimum payments

• Accept customers on hardship program

• Handle Hardship requests from 3rd party agencies

• Great Customer Service/Collection skills

Netspend Corporation, Austin, TX September2005-November 2007

Escalations Supervisor

• Address high volume of irate inbound calls transferred from agents

• Train and monitor new customer care specialists

• Answer questions regarding pre-paid accounts

• Assist and follow up with customers lost direct deposits

• Partner with Meta and International bank

• Sent e-mails weekly for company updates

• Logged team stats daily using excel spreadsheet

• Responsible for emailing hourly call interval reports

• Notify customers before account will be closed

• Sent customer courtesy emails to renew subscriptions

• Activate accounts that were in a inactive state

• Review faxes for proper information to release pending charges

• Query database for customer inactive accounts

• Research Sid codes for merchants/customers

• Record call type tracker

• Provide detail transaction history

• Explain pending and posted transactions

• Explain credit and debit transactions

• Link new account to Virgin Mobile new data base

• Partner with other departments within the company

• Open dispute claims for unauthorized charges

• Verify security with every customer

• Process money transfer to accounts assist customers with online access

• Transfer calls to Manila Call Center

• Consistently met and exceed daily quota

• Provide excellent customer service

• Demonstrated great Problem solving skills

Correspondence Agent

• Promptly process correspondence for Call Center representatives.

• Process account to account transfer for multiple call centers.

• Verify customer identification using Experian for approval

• Provide customer account information via email or US postal.

• Outbound call to merchants for transaction information.

• Respond to customer emails to provide resolution

• Release pending authorization holds.

• Issue credits to customer accounts.

• Process additional information for open dispute claims.

• Review incoming faxes for multiple departments.

• Process faxes accordingly.

• Data/Process on a rotating schedule.

• Completion of multiple tasks daily.

• Meet and exceed required resolution rate.

Express Personnel, Austin, TX March2005-August2005

Medical Insurance Verifications/Data Entry

• Outbound calls to various health care providers

• Consistently reached TMHP project deadlines ahead of schedule

• Entered and updated claims information for facility charges

• Organized and filed documents for different Health Care providers

• Updated database for health care providers using excel

• Checked eligibility for patients medical services

• Entered and Calculated account receivable data

• Entered Data for employer terminations

• Reviewed patient medical coverage

• Examined patient current employer data

• Performed online phone verifications

• Operated a Multi-line phone system

• Assist AR in meeting deadlines

• Operate mail Room machines

• Open and mailed CP packets

• Met and extremely exceeded performance measures

Kelly Services, Austin, TX December2004-March2005

Technical Support Representative

• Addressed inbound calls from retailers

• Verified store information

• Entered and update information into database

• Troubleshoot lottery equipment and components

• Placed orders for lottery supplies and instant tickets

• Answered lottery accounting questions

• Assist retailers with printing sales reports

• Partnered with communications to provide a resolution

• Performed line tests according to error message

• Service 7 different jurisdictions

• Open dispatch ticket for technicians

• Met and exceed clear rates

• Provided Excellent customer service

Info edge Technology, Austin, TX December 2003-December2004

Data Entry/Coder

• Reviewed and evaluated legal documents to respond with appropriate action

• Coded necessary documents and summarized important information

• Entered legal codes and necessary legal information into database

• Met and exceeded daily quota consistently

Remedy Intelligence Staffing / Peak Performers, Austin, TX - June/2004

Data Entry operator - Texas Department of Public Safety

• Process applications for regulatory licensing (Investigators, Security

Officers, etc)

• Entered and update incoming license information

• Reviewed and monitor large volumes of incoming training certificates

• Activate and issued new and updated license

CSR-AT&T

• Answered and managed timed inbound calls from customers

• Troubleshoot inbound calls to resolve customer complaints

• Explain to customers company services and address equipment concerns

• Process customer insurance claims to replace damaged/lost products

• Program and activate customer device for service

• Placed orders for customer new equipment

• Obtained knowledge of various telecommunications technology to effectively assist

customers

SITEL GM, Austin, TX - February 2004-June2004

Customer Relations Manager

• Addressed high volume of inbound customer calls

• Managed customer for appropriate documentation needs

• Provided customers with timely resolution, meeting / exceeding company standards

• Informed customers of policy changes, recall, etc

• Partner with dealer and consumer for resolution

Education

Reagan H. School, Austin, TX-Diploma, May 2001

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