Customer Service Quality Assurance

Melissa Moore

**** *** ***

Bear, DE *****

Cell: 302-***-****

*******@*****.***

Experience: 03/07 - 10/09 Giles & Ransome, Inc. Bear, DE

Branch Secretary

. Answer all incoming calls into the branch.

. Open, sort and distribute mail to the proper department

. Make cash and check deposits on a daily basis.

. Handle personnel files and any human resource issues for

the branch.

. Submit and code all vendor invoices and utility bills to be

paid.

. Order all supplies for the branch.

. Process payroll for all non-union employees.

11/04 - 03/07 JP Morgan Chase/The Bank of New York Newark,

DE

Loan Review Specialist II

. Handle daily reconcilement and month end proof and aging

for general ledger accounts.

. Review loan documentation for adherence to State and

Federal regulations while insuring compliance with Bank

policies and procedures.

. Issue loan exceptions to vendors and branches for failure

to adhere to policies, procedures, or regulations.

02/03 - 10/04 JP Morgan Chase Newark, DE

Customer Service Representative - Research Analyst

. Complete and verify information on outgoing charge backs.

. Adhere to compliance requirements and quality assurance

guidelines.

. Provide customer service related to dispute resolution.

. Deal effectively with all levels of staff, managers and

contacts.

09/97 - 10/02 Travelers/ Citibank Wilmington,

DE

General Ledger Unit Specialist - Team Leader

. Managed eight general ledger accounts for credit card and

debit card accounts.

. Reconciled general ledger accounts at month end.

. Processed quality reviews of new hires into the department

for proficiency in outgoing and incoming charge backs.

. Completed special projects as assigned.

Skills: Proficient in Microsoft Word and Excel, Lotus Notes,

Microsoft Office and the Internet.

Education: William Penn High School - Graduated 1987

Del Tech Community Online College

References: Available upon request.

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