Customer Service Representative
Resume:
DIANE K. COOK
WATERVILLE, OH **566
********@*****.***
CAREER SUMMARY
Hard-working professional with experience primarily in banking and customer
service. Skills include attention to detail and accuracy while meeting
timeframes, organization, excellent customer service skills, and a
commitment to providing the best service for the client.
PROFESSIONAL EXPERIENCE
Huntington Bank, Woodville, OH, 2008 to present
Customer Service Representative (Teller) - Provide accurate, high
quality service to each customer.
Process bank transactions and accurately balance daily, handle cash,
provide excellent customer service,
cross-sell bank products and services, process and balance ATM
activity.
Sky Bank (now Huntington Bank), Bowling Green, OH, 2006 to 2007 Electronic
Banking Department
Electronic Banking Associate - Performed debit card
maintenance/status changes from financial center
requests. Assisted financial centers and/or internal departments
with client inquiries.
* Streamlined procedures for more efficient processing of
maintenance requests to accommodate the
increase in workload after bank acquisition, allowing the
department to maintain same day
turnaround timeframe.
* Educated branch personnel on most efficient procedures for
completing and submitting maintenance
requests, reducing turnaround time for corrections.
United Collection Bureau, Toledo, OH, 2003 to 2006 Finance Department
Posting Clerk - Posted payments received from debtors to clients'
accounts, balanced payments,
and prepared reconciliation reports.
* Consistently met 1-day posting turnaround timeframe with very high
level of accuracy resulting in
faster department end of day balancing.
Citigroup (formerly The Associates, KeyBank, Society Bank), Toledo, OH,
1985 to 2002
Customer Service Representative - 2000 to 2002 Bankcard Call Center
Handled a variety of incoming calls from customers and financial
centers for credit card accounts in busy
bankcard call center, including inquiries, maintenance requests, and
researched and resolved issues.
DIANE K. COOK, Page 2
Credit Analyst (Existing Account Lender) - 1998 to 2000 Bankcard
Credit Department
Evaluated credit and financial information to determine if customer's
request for credit line increase or
to reopen an account was an acceptable risk to the bank.
Approved/declined and set credit limit on
new account applications.
Accounting Clerk III - 1993 to 1998 Merchant Services Department
Processed rejected MasterCard and Visa transactions to merchants'
accounts, sales draft copy
retrievals, handled incoming merchant inquiries.
Technical Support Representative - 1987 to 1993 Merchant Services
Department
Processed monthly merchant discount billing and prepared report.
Collected rejected billing. Handled inquiries concerning status of
merchant applications.
Customer Support Representative - 1985 to 1987 Merchant Services
Department
Chargeback representative for our largest merchant, United Airlines.
Processed a large volume of credit card disputes within set timeframes
according to MasterCard and Visa rules and regulations.
Progressive Corporation, Cleveland, OH 1983 to 1985
Proofreader in Word Processing Department.
Ohio Savings Association, Cleveland, OH 1980 to 1983
ATM Reconciliation Clerk - 1982 to 1983
Teller II - 1980 to 1982
Huntington Bank, Cleveland, OH 1979 to 1980 Teller.
First National Bank of Michigan, Kalamazoo, MI 1978 to 1979 Teller.
EDUCATION/TRAINING
Bachelor of Science Degree in Psychology, John Carroll University,
Cleveland, Ohio
Microsoft Office User Specialist (MOUS) course completed (Word, Excel,
Access, Outlook, PowerPoint, Project) - Owens Community College, Toledo,
Ohio
Microsoft Certified in Word 2000 and Excel 2000
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