Roxanne M. Edmiston

*** ********* *****

North Tonawanda, NY 14120

716-***-****

abjnf3@r.postjobfree.com

Objective: To obtain a position that utilizes and enhances my job skills,

and provides opportunity for growth within the organization with mutual

benefits.

Work Experience:

06/2010 - Present: Nesco Resource, Williamsville, NY

. Customer Service Representative

Help desk support and customer service to borrowers of Title IV Federal

Student Aid for the US Department of Education federal contractor, ACS,

Niagara Falls, NY. Duties include trouble-shooting and navigation

assistance with Federal websites related to loan processing; research,

analysis, updates and correction of account information; instruction and

education on the student loan origination process. Advising and assisting

with the completion of related loan documents which includes

clarification of loan limits, filing deadlines, guidelines for

eligibility and referral to various associated departments for additional

services. Communication with customers via phone, fax and email.

Processing of various issue resolution tickets and procedures. Requires

government security clearance to perform the job.

08/2009 - 06/2010: Bank of America, Getzville, NY

. Customer Service and Sales Specialist I

Mortgage and insurance inbound call center representative servicing

mortgage loans utilizing an AS400 platform and a variety of web-based

software applications, telephony, printer, fax and email programs.

Duties include payment processing, escrow set-up/deletion and analysis,

research and resolution of customer inquiries, document procurement, fees

collection, insurance and tax updates to customer accounts and other

duties as directed. Includes cross-selling of related home mortgage,

banking and insurance products to qualified customers, and providing

instruction and assistance for corporate website navigation and

troubleshooting. Promoted to Business Partner SLQ, servicing combined

frontline customer service, internal department, external field office

and business partner calls. Assigned as a Manager Sub responsible for

training, coaching and evaluating contract employees while handling

escalation calls and customer complaints. Recognized for exceptional

customer service with a WOW Spirit Award, April 2010. Merit pay increase

for outstanding performance in service May 2010.

03/2003 - 11/2009: Smart Serve Process Serving, Depew, NY

. Process Server/Client Services Specialist

Independent contractor serving multiple counties in Western New York.

Duties include Excel database management, destination planning via

internet route mapping, and timely delivery of dated court documents to

individuals, businesses and government offices. Skip tracing performed

on parties who cannot be served at the address given. Communication via

telephone, email and in person for the purpose of scheduling

appointments for service, or locating information to complete service.

Instructing recipients regarding due process, requirements for

appropriate appearances, response notification and general legal

procedures. Extensive customer service experience ameliorating difficult

or hostile situations and providing conflict resolution. Validation and

verification of service information required by the courts by phone,

internet and in person. Collection of research data for legal processes;

posting and delivery of dated public notices for bank auctions and

public sales. Preparation of affidavits on services completed. Use of

multi-line phones, copiers, fax machines, scanners, email, and

internet.

04/2002 - 02/2003: Account Solutions Group, Amherst, New York

. Client Account Representative

Inbound/outbound credit card collections and skip tracing. Resolution of

past due accounts using a networked client accounting system. Acceptance

of payments to accounts by phone, mail and Western Union. Provided

customer service to clients regarding policies and procedures and

created payment plans to suit their individual needs.

1979 - 2002: United States Postal Service, Buffalo, New York and Casa

Grande, Arizona

. Letter Carrier - Included the collection, sortation and distribution of

mail on assigned routes, furnishing customers with information regarding

postal policies and services, maintenance of clerical records related to

specific assignments. Included the use of electronic timekeeping, scanning

devices and computerized data entry. Daily operation of ton, ton and

1 ton (straight truck) postal vehicles as assigned.

. On-the-job Training Instructor - Provided new employee training regarding

duties and responsibilities of career employment. Included completion of

testing and evaluation reports.

. Union Official - Served a total of 6 years in various positions,

including Health Benefits Representative, Local Contract Negotiation

Committeeman, Steward, and Chief Steward for NALC Branch #661. Appointed

by Postmaster to coordinate the local United Way Campaign, preparing and

conducting official presentations, and soliciting charitable contributions

from employees and their families in our installation.

. Retail Window/Distribution/Markup Clerk - Prepared, maintained and

tendered postal products for sale at retail outlets, maintained a

financial account of between 8,000 and 15,000 dollars in product, provided

information regarding special services, instructions for processing

claims, and various mailing specifications to business and residential

consumers. Prepared applications and secured deposits to accounts for bulk

mailing, post office box rentals, postal meter fulfillment and

miscellaneous convenience accounts. Inspected and prepared postal meter

installations and managed usage accounts. Resolved customer complaints and

inquiries in person and by phone. Redirected, through use of an automated

system, misrouted mail pieces and damaged items. Included use of a Unisys

POS terminal, processing and distribution of incoming mail, dispatch of

outgoing shipments. Prepared daily financial reports and rectified

discrepancies.

. Lobby Clerk - Appointed by the Postmaster to create and maintain a

community interest bulletin board, which included researching and posting

articles pertaining to stamp collecting, community events, local

historical and cultural highlights.

. Executive Union Official - Served as President of APWU branch #1331,

planned and conducted monthly meetings, arranged travel plans, reviewed

and approved official expenditures. Acted as the Chief Steward,

negotiating grievances with all levels of management; served as

representative at local, state and national conventions and served as an

official consultant to surrounding smaller offices.

. Claims Clerk - Initiated, processed and resolved claims for lost or

damaged domestic, international, customs and insured mail pieces. Included

customer service by inbound/outbound phone, fax, mail and in-person

contact with various postal departments, businesses and individual

consumers. Paid and processed claims with disbursements.

. 204-B Customer Service Supervisor - Responsible for the training,

scheduling, attendance, payroll and performance of letter carriers and

postal clerks under my immediate supervision in various installations.

Responsible for the timely dispatch of outgoing collections and shipments,

opening and closing of secured buildings. Coordinated the acceptance of

all incoming shipments, supervised the ordering of office supplies,

equipment and staffing. Included the use of a Unisys accounting system,

back-up of daily financial statements, preparation/generation of daily,

weekly and monthly finance reports. Conducted financial audits of employee

accounts. Prepared bank statements, secured daily deposits, resolved

employee payroll discrepancies. Extensive customer service intervention

and resolution. Acted as the Relief Manager in the absence of my immediate

managers, every Saturday, during vacation periods and when otherwise

required.

Education:

AAS Computer Information Systems, Erie Community College

. Phi Theta Kappa

. Math Tutor, Audrey Baird Student Skills Center

. Graduated with Highest Honors

BS Information Systems Management, Buffalo State College

. approximately 90 hours of completed coursework including Accounting,

Economics, and Life Cycle Development

RN/Nursing, Niagara County Community College

. approximately 30 hours of completed coursework including Anatomy,

Physiology, Medical Terminology, Patient Care, Psychology and Sociology

Computer Skills:

Windows 3.X, 95, 97, 98, 2000 Professional, 2003, 2007, XP, Vista; Word,

Excel, Access, PowerPoint; Microsoft Explorer and Netscape Web Browsers;

Novell and Windows NT Networking Systems; Pegasus, Eudora, HTML, Outlook,

and Outlook Express Email clients; AS/400 RPG and COBOL programming

languages; some work with VB and SQL.

References: Upon Request

Contact this candidate