Customer Service Representative
Resume:
Chelsea Sophia Jordan
Apartment 1913
Euclid, Ohio 44132
Home 216-***-**** Cell 216-***-****
abi49h@r.postjobfree.com
_____________________________________________________________
Objective To obtain and maintain a challenging position utilizing
leadership and communication skills focusing on corporate
communications, customer service, public relations, and/or
research.
Education
Cleveland State University Fall 2004 - Present, Expected
Graduation: December 2010
Major: Communication Emphasis: Public
Relations
Class Standing: Senior
Relevant Coursework
. Introduction to Communication
. Principles of Communicative Sciences
. Principles to Public Relations
. Media Writing
. Mass Media and Society
. Principles of Accounting
. Computer Aided Design
. Graphic Design Using Adobe Photoshop and Illustrator
. Principles of Advertising
. Public and Professional Speaking
. Editing and Graphics
. Public Relations Writing
. Political Communications
. Communication Campaign
. Organizational Communication
Training
. Call Center Customer Service
. Active Duty Navy Training Program
. Naval Reserve Training
. Naval Debt Management
. VSI/RSSP Training
. Retired Pay Systems
. Defense Joint Military Systems Training
. Garnishment and Legal Systems Training
. MyPay system Training
3 Skills
. Proficient in all Microsoft Office applications
. Intermediate in QuickBooks applications
. Intermediate Spanish speaking, writing and reading
. Proficient in Internet Search and Research
. Typing Speed: 60 wpm
4 Relevant Experience
Customer Service
Customer Service Representative (Student Temporary
Employment Program)
Defense Finance Accounting Services
Cleveland, Ohio, March 2009 -Current
My primary duties as a customer service representative
includes receiving incoming calls from active duty and
reserve members from Army, Navy and Air force, I perform
maintenance changes and/or corrections to military pay
accounts. I analyze accounts and initiate the process of
stopping allotments, changing financial institutions, and
updating home of residence information. I am also capable
of reissuing pay checks, income tax statements and leave
and earning statements. I am also qualified in assisting
authorized legal representatives/power of attorney's of the
service member and obtain information from the member's pay
record account. In addition, I am also qualified in
receiving garnishment calls. I assist child support
agencies, lawyers and law firms, former spouses and
military service members with variety of garnishment
questions or any additional legal information that is
required. I assist the caller with understanding
garnishments, court orders, tax levies, commercial debts,
community property and child support orders. Review and
analyze a variety of medical and legal documentation,
records and evidence to ensure that case files are received
and developed in accordance with regulations; performs a
wide range of actions in support of pre and post hearing
case development. I use efficient knowledge and judgment
in order to resolve any administrative problems. In
addition, I am proficient in educating a customer with
questions regarding reject letters from the Legal
Department. I am also knowledgeable with criteria regarding
Uniform Services Former Spouse Protection Act. Secondly, I
send phone logs and other transmissions in order to track
progress of work requests for these callers to the
paralegal to further assist them when needed. My other job
duties are performed as a contact agent for the Mypay
Department of Defense online member self service. I am
responsible for administering access numbers to all
branches of active, reserve and retired armed forces
members as well as all civilian Department of Defense
employees world wide. I am also highly efficient in
troubleshooting and extending technical support to online
customers. As a customer service representative I am also
trained in accommodating inquires from customers through
the transmittal of email. My collateral duties include
mentoring and training new employees and military members
on the standard operating procedures of the call center. I
also work as a liaison for members that are deployed in
combat related areas. This duty includes assisting spouses
of dependents of deployed service members with obtaining
information and maintaining overall account access. I also
work in conjunction with dependent aid agencies such as the
American Red Cross and Navy//Marine Corp Relief Society in
providing information to dependents. I am also
knowledgeable in the Outlook email system for responding
to, researching and adjudication customer inquires. I am
extremely knowledgeable in the DFAS internet response
system for responding under 'Ask DFAS' category. I
coordinate with various adjudication departments and
communicate with institutions outside of DFAS in regards to
banking information and garnishment history; such as child
support, commercial debts, bankruptcy. I have also been
trained and am knowledgeable in working with garnishment
accounts for active duty and reservist military members,
civilians and retirees. I have been trained in handling
accounts regarding dependency claims, along with
researching and identifying the perspective DD-137 and DD-
1172 dependency claims form. I have knowledge of various
databases such as the Defense Joint Military Pay System,
legal garnishment imagining systems, automated voucher
adjudication systems, military account systems, and
military earning statement release system and allotment
transactions that require me to pay strict attention to
detail. I also have the working knowledge of the military
Savings Deposit Program System and entries made through the
voucher release adjudication system database. I work with a
variety of constituents including general processing,
Quality Assurance Specialist and Management Analysts in
order to provide accuracy and efficiency for internal and
external customers alike.
Customer Service
Cashier/Stock Person
Filene's Basement
Warrensville Heights, Ohio, September 2009-July 2010
As a cashier and stockperson I am responsible for
calculating and processing customer transactions. I utilize
my extraordinary customer service skills to assist the
customer in answering customer questions regarding store
products and return policies. I also go beyond the also
carry out customer packages, and redeem coupons and make
sure that checkout areas are clean, organized and well
stocked with supplies. Maintained a strong sense of urgency
and follow-through while possessing strong organizational,
math and written communication skills in accordance with my
degree. To carry out my duties as a cashier/stockperson I
have to ensure a high level of accuracy, attention to
detail and ability to prioritize multiple tasks in a fast-
paced environment. I track and review inventory to
determine items that need to be reordered and replenished.
I use my professional skills to also label store items with
price tags and set up signage advertising sales and store
promotions. Other duties include unpacking shipments and
stocking store shelves, racks, bins and tables with
merchandise that have been returned by customers.
Customer Service
Customer Service Representative (Student Temporary Employee
Program)
Defense Finance Accounting Services
Cleveland, Ohio, March 2008 -March 2009
In my current position as a Customer Contact
Representative, I am Responsible for providing customer
service in the Finance Operations Call Center of the Field
Assistance Division, Field Support Directorate, and Finance
Operations Directorate. Other responsibilities are but
not limited to: answering incoming telephone inquiries from
customers in all major business lines my customer base is
active, retired and reserve military members from the Navy,
Army and Air Force, federal government Civilian employees,
authorized agents of the state courts, former members,
dependents, local field pay offices. I cover a broad base
of information to answer inquiries regarding the following,
but not limited to; MYPAY access and navigation, active
duty Leave and Earnings Statements (LESs), retired pay
Retiree Account Statements (RASs), and 1099Rs. I receive
diverse customer population consisting of active duty and
reserve members, and retirees. As a result of notable
leadership skills, I am often called upon to act as a Team
Lead distributing work loads to employees provided by
supervisor. Responsible for keeping supervisor current with
work related issues and initiatives to provide improved
customer service. I am on of the Cleveland Contact
Center's Customer Response Team (CRT) members, that handle
phone inquires from all aspects of the Defense Finance and
Accounting Service. The CRT is a team that must have
knowledge of other areas of the DFAS, such as Accounting
Office, Marine Corp, Civilian Pay, Accounts receivable and
the like.
Customer Service
Customer Care Representative at Revol Wireless
Independence, Ohio, August 2007- February 2008
Handle incoming calls from customers in a professional and
sympathetic manner while managing and interpreting their
accounts for their wireless service.
Customer Service
Office Manager at J&S Landscape Company Incorporated
Cleveland, Ohio, April 2001 - March 2008
My duties as the Office Manager entailed various duties in
office management and administrative activities in support
of the supervisor. On a daily basis, I assisted the
president with decisions regarding the company's production
and growth. Completed general office tasks such as
distribute work to other employees, handled accounts
receivable, ensured the multi-lines telephones system was
properly man, while using excellent customer service skills
in handling the more disgruntled customers. The major part
of my day consisted of but limited to, giving guidance to
employees regarding the distribution, and balancing the
work among employees who are responsible for receiving.
One third of my day also consisted of having my employee's
retrieve, refill, and rearrange customer files. I was also
responsible for all work completed and processed in a
timely manner. Provided supervisor with information
needed to resolve unusual problems, such as disposition of
backlogs of payroll processing, accounts payable, and
accounts receivable or an unanticipated increase in the
volume of work received by email, fax or by mail.
Reviewed work in progress done by employees and conducted
spot checks on completed work to ensure sequencing,
procedures, methods, and assures deadlines have been met.
Event Planning/Advertisement
Associate at World - Class Events Management Showcasing
The 2005 Ohio Classic Football Game
Cleveland, Ohio, June 2005 -January 2006
Assisted with planning and advertising of weekend-long
events, data entry, and answered multi-line telephones and
completed general office tasks
Food Service/Customer Service
Waitress/Hostess
Denny's Restaurant
Garfield Heights, March 2003-April 2004
As a waitress and hostess I was responsible for taking food
and beverage orders from food service patrons and
delivering the filled orders to the patrons quickly and
efficiently. My duties also included setting up,
maintaining, cleaning, and removing dining room fixtures
and utensils. I willingly took food and beverage orders
from patrons, answers questions regarding prices,
substitutions, quality or quantity of menu items, and
availability of menu items. As a waitress I had to deliver
food and beverages to tables; wait on tables to insure that
patrons are supplied with beverage refills or clean
utensils when desired. In addition, after the patrons were
finished with their meal I removed dishes and utensils;
cleaned and dusts tables and chairs; fills sugar, salt, and
pepper containers and swept and vacuumed the floors.
Awards and Activities
1 Release Cleveland Hostess, 11/05 - present
S.T.O.M.P for Education a Non-Profit Step Show Volunteer,
06/05 - present
3 Lake Galilee Baptist Church Choir Member, 5/90 - present
4 Harvest for Hunger Volunteer, 9/00 - 04/04
5
6 Additional Information
Attended and Completed NEOUCOM's Workshop for Health
Communication:
Reader Friendly Publications August 2007
9
10
11 References
Emmanuel N'Guetta Kangah, Cleveland Clinic Health Systems,
Tamika Mitchell, Murtis Taylor, 216-***-****
Pastor Johnny L. Price, Pastor of Lake Galilee Baptist
Church 216-***-****
Contact this candidate