Customer Service Administrative Assistant
Resume:
ROSHONDA L. JOHNSON
Phone: 804-***-**** Alt Phone: 804-***-****
****************@*******.***
Employment History
Default Aversion Representative 10/2009 – Present
West Asset Management Fredericksburg, VA
• Responsible for initiating borrower contact in regards to their student loans
• Advise borrowers of their federal student loan rights and privileges
• Council borrowers on how to resolve their delinquencies
• Ensure proper resolution through account aversions
• Escalating to supervisor any issue out of employee’s control & accurately in the appropriate systems
• Provide support to both management staff & production floor as needed
• Make outbound & accept inbound calls.
• Provide information to customers about defaulting student loans
• Verify & assist with understanding of requests; answered questions
• Other general offices duties
Mortgage Specialist 5/2009- 10/2009
SunTrust Banks, Inc. (Spherion) Richmond, VA
• Sort and prepare documents for imaging correctly and accurately indexes images
• Quality control of documents that have been scanned and imagined
• Other general office duties
Document Imaging Analyst 11/2008 - 01/2009
Educational Credit Management Corporation (Manpower) Richmond, VA
• Sort and prepare documents for imaging correctly and accurately indexes images
• Inputs information from a variety of sources into a computer database
• Maintain optimal machine performance maintenance (clearing jams, refilling toner, replacing machine oil)
• Other general office duties
Data/Check Processor 2/2008 - 10/2008
Wachovia Securities (Manpower) Glen Allen, VA
• Prepared source data for entry by opening and sorting mail; verified and logged receipt of data; obtained missing
data.
• Verified general ledger by monitoring account codes; implemented accounting controls
• Reconciled transactions by comparing, analyzing, and researching data; resolved discrepancies
• Operated remote deposit capture machine, ten-key calculator
• Helped others by answering questions and responding to requests.
• Processed customer and account source documents by reviewing data for deficiencies; resolved discrepancies by
using standard procedures or returning incomplete documents to the team leader for resolution
• Prepped incoming mail
• Verified entered customer and account data by reviewing, correcting, deleting, or reentering data; combined data
f rom both systems when account information is incomplete; purged files to eliminate duplication of data.
• Entered customer and account data by inputting alphabetic and numeric information on keyboard or optical
scanner according to screen format.
• Other general office duties
Administrative Assistant 12/2007 - 1/2008
Gary Zimmerman Associates, Inc. (Manpower) Richmond, VA
• Produced information by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text,
data, and graphics.
• Organized work by reading and routing correspondence; collecting information; initiating telecommunications.
• Maintained schedule by maintaining calendars for department personnel; arranged meetings, conferences,
teleconferences, and travel.
• Completed requests by greeting customers, in person or on the telephone; answered or referred inquiries.
• Maintained customer confidence and protects operations by keeping information confidential.
• Prepared reports by collecting information. • Maintained office supplies inventory by checking stock to determine
inventory level; anticipating needed supplies; placed & expedited orders for supplies; verified receipt of supplies.
• Kept equipment operational by following manufacturer instructions and established procedures.
• Secured information by completing database backups
Customer Service Representative 4/2007 - 11/2007
Federal Reserve Bank (Techead) Richmond, VA
• Provided information to customers by verifying understanding of request; answered questions; offered assistance
• Answered inbound calls from financial institutions
• Verified checks to se if altered or fraudulent
• Researched problems with checks and accounts
• General office duties
Procurement Clerk/ Administrative Assistant 3/2005 - 11/2006
McGrath Contractors, LLC Dahlgren, VA
• Coordinated & maintained working project operations files, typed all letters, memoranda, & reports as directed by
project operations team, answered multi- line phone system.
• Processed all incoming & outgoing mail, scheduled all onsite personnel appointments & training, greeted &
conducted visitors to appropriate persons, coordinated & handled all office equipment & servicing of equipment with
corporate.
• Processed all new hire & termination paperwork, provided proper form to crafts applicants and prepared
applicant tracking log, processed & sent purchase orders & performed all other administrative duties as requested
by project operations team.
• Ran all appropriate reports for tracking of purchases on a daily basis, answered telephone, greeted & coordinated
visitors with proper persons, trained new hires on proper procedures to perform the job they were assigned to, acted
as assist supervisor of three people as needed, processed & sent purchase orders & performed other general office
clerk and administrative duties.
Financial Specialist 8/2002 - 8/2004
Collegiate Funding Service F redericksburg, VA
• Made outbound & inbound calls.
• Provided information to customers by verifying understanding of request; answered questions; offered assistance
about consolidation of student loans.
• Researched problems with accounts
• I nitiated applications for federal & private student loans
• Other general offices duties
Data Processor 5/2001 - 5/2002
Dominion Virginia Power Richmond, VA
• Procurement and processed company invoice from different vendors.
• Assisted vendors with finding any information of when they would be receiving payment
• Maintained customer records by updating account information
• Maintained financial accounts by processing customer adjustments
• Resolved billing problems by identifying the problem; explaining procedures; forwarding required adjustments.
• Other general office duties
Technical Skills:
Hardware: IBM PCs, VAX, Tektronix, Kennedy RD358 Emulators, Multots RD358A, Steerys RD358, Gateway 2000,
Dell, Apple, Remote Deposit Capture
Software: Lotus 1-2-3, Lotus 4.6, Database, Word Perfect 5.0, 5.1, 6.0 &6.1, Windows 98, Windows Dos 95, Dac Easy
4.3, VMS 5.5 & 6.2, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, SAP 3.1, SAP 4.6, CT Term 4.0, SPIDR,
JOCIMS, Compass, J.D. Edwards, One World, Brandwise
Education:
06/2009 J Sargeant Reynolds Community College Phlebotomy, Medical Records Technician
06/1995 Commonwealth College Office Technology Associates
Degree
E MPLOYMENT HISTORY:
West Asset Management, 10/2009 – Present, Default Aversion Representative
SunTrust Banks, Inc. (Spherion) 05/09 to 10/09, Mortgage Specialist
Educational Credit Management Corporation (Manpower) 11/08 – 01/09, Document Imaging Specialist
Wachovia Security (Manpower) 02/08 -10/08, Check Processor
Gary Zimmerman Associates, Inc. (Manpower) 12/07 – 01/08, Administrative Assistant
Federal Reserve Bank (Techead) 04/07 -11/07, Customer Service Representative
McGrath Contractors, LLC 03/05 - 11/06, Procurement Clerk/ Administrative Assistant
Mary Washington University (Unistaff) 01/05 - 02/05, Database Administrator
Waste Management (Manpower) 09/04 - 12/04, Customer Service Representative
Collegiate Funding Services 08/02 - 08/04, Financial Specialist
Dominion Virginia Power 05/01 -05/02, Data Processor
Intuit, Inc. 10/00 - 04/01, Customer Service Representative
McKesson HBOC (Adecco) 05/00 - 09-00 Data Processor/ Customer Service Representative
Per Se Technology (Manpower) 03/99 -02/00, Payment Processor/ Customer Service Representative
J & J Trucking, Inc. 03/98 - 01/99, Secretary
Future Technology, Inc. 01/97 - 11/97, Access Control Clerk
Harris Select Communication 06/96 - 11-96, Customer Service Representative
Turbo Dynamics 01/96 - 06/96, Telemarketer/ Independent Sales Representative
Department of Social Services 04/95 - 06/95, Volunteer Clerical Assistant
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