Customer Service Quality Assurance

Sherelynne Layne

-*

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

Chicago, Illinois

Mobile# 773-***-****

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

Career Summary:

Exceptionally talented Data Entry Specialist with over 10 years of experience in performing a

variety of specialized task involving data keying, customer service, extensive maintenance and

retrieval of records. Outstanding verbal and written experience with extensive knowledge in,

accounts receivable and posting payments to individual accounts. Proficient in Microsoft Office

programs, balancing accounts and spreadsheets.

Professional Experience:

Michael Page International May 2008-Nov. 2008

Data Entry/Loan Processor/Temporary

Bank of America Chicago, Illinois,

Processed loan and advance payments, fees, principle reductions, payoffs and participations.

Maintained processing and encoding documentation. Researched, analyzed and resolved

customer inquiries and complaints. Screened and verified emails for importance. Verified records

for completeness and accuracy. Maintained records for review.

BPS STAFFING June 2005-March 2007

Data Entry

Entered list of numbers, items and data into pre-populated forms on the screen for accuracy

Proof-read, manipulated and edited existing information with current data for completeness and

accuracy

Remittance Processor Associate

Retrieved and verified Lockbox documentation on a daily basis. Operated Opex mail distribution

system and verified customer current information. Entered and verified check and invoice

payments for accuracy. Researched, analyzed and resolved issues to completion

JP Morgan Chase March 2005- May 2005

Remittance Processor Associate/Seasonal

Chicago, Illinois

Opened Lockbox mail on a daily basis. Scanned check images on the ts300 scanner and re-

associate check images with appropriate material. Sorted and distributed complete work into

appropriate Associate mail bins. Proof-read and verified current information and data for

accuracy and completeness.

Accounting Now August 2004-Dec. 2004

Accounting Clerk/Temporary

Chicago, Illinois

Researched, Analyzed and Posted payments to client accounts. Generated payment letters, review

and process Consumer Credit Counseling Proposals on a monthly basis. Researched

overpayments and prepare monthly reports for Office Managers. Downloaded Ach and Auto pays

for check and credit card payments and distributed mail to Associates

First Commonwealth June 1999-Dec. 2003

Cash Receipts Specialist

Chicago, Illinois

Analyzed and resolved cash application out of balances and presented findings to collections

dept. Ensured each cash receipt batch was posted to the correct A/R account. Reconciled and

applied daily bank deposits and cash receipts. Performed quality assurance and compliance

testing for cash applications. Prepared daily, weekly and monthly cash receipt reports for

management. Audit and verified deposits for accuracy and investigate unapplied cash. Generated

and reconciled daily journal reports and prepare lockbox reconciliations for each account.

Identified processing exceptions that inhibit application efficiencies and recommended solutions.

Maintained excel spreadsheet for accuracy

Careers & Employment Services Oct. 1998-June 1999

Receptionist

Chicago, Illinois

Answered, operated, routed and managed a multi-line telephone system. Greeted and directed

visitors to office personnel in the designated time frame. Composed and typed routine

correspondence, memoranda using MS Word software. Input client data into a database system

for accuracy. Scheduled and verified appointments for clients and performed other related duties

as required.

Education Qualification:

Computer Learning Center, Chicago, Illinois

Certification in Computerized Business System, 1998

Englewood Career Academy, Chicago, Illinois

Diploma, 1992

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