Customer Service Representative

BARBARA NEUMANN

*** ***** *** ** ( ITASCA, IL *0143 ( CELL : 847-***-**** (

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

Objective -

To obtain an analyst position that can maximize my customer service and

information technology experience using my technical and financial

expertise.

Profile -

Enthusiastic, detail oriented professional with a successful record of

accomplishments in the customer support and information technology fields.

Experience includes analyst roles supporting the releases of new software

applications and producing ad-hoc financial reports. Well versed in

financial software applications and technical tools. Supported interfaces

with third party vendors and banking institutions. Excel in customer

support positions where my analytical, problem solving and communication

skills can be applied.

Professional Experience

Verizon Wireless - Elgin, il 2010 to Present

Customer Service Representative

. Exceed customer expectations by determining the root cause of issues and

providing

"Win-Win" solutions.

. Resolve customer billing inquiries and reconcile customer accounts in an

efficient manner.

. Keep current with call center software and updates to provide world-class

customer service.

. Fulfill customer requests that surpass customer needs and support website

maintenance changes.

. Successfully troubleshoot technical issues without having to escalate

problems to next tier levels.

. Responsible for customer pricing and service plan upgrades to ensure

customers are on the best plan.

. Rated Top in Average Calls Handled per Day and Voice of the Customer

metrics.

. Effectively handle multiple priorities using excellent communication

skills with strong attention to detail.

alexian brothers - Elk Grove, IL 2009 - 2010

CUSTOMER SERVICE VOLUNTEER

. Utilized hospital software applications to address patient questions and

concerns in a timely manner.

. Responsible for the front information desk including fielding patient

calls and greeting patients.

. Provided directional assistance to patients for medical tests throughout

the hospital.

. Volunteered for special events; helped in the planning and coordination

of activities.

FREDDIE MAC - SCHAUMBURG, IL 2006 - 2008

IT Programmer Analyst - Lead / QA Analyst

. Completed ahead of schedule the testing and validation of the multi-

family accounting systems.

. Resolved accounting reconciliation problems for the team resulting in

higher quality levels.

. Worked collaboratively with QA team members and application developers to

accurately capture the major business requirements.

. Reduced the Cost of Poor Quality by detecting and documenting defects

found in business requirements.

MOTOROLA INC - SCHAUMBURG, IL 1989 - 2006

IT Senior Systems Analyst

. Supported the IT financial web sites for internal and external customers

involving software application upgrades which contributed to significant

savings for the company.

. Provided corporate reporting for accounts receivable to aid in the

reconciliation of the general ledger.

. Rewarded for saving the company significant vendor costs by managing the

transition to a new billing vendor without disruption to the external

customer.

. Helped train and roll out new software releases for the global invoice

system to meet federal government regulations for EDI.

. Team leader for the detailed design, code modifications, and testing of

accounts receivable enhancements for the Bank Of America which were

implemented with no major defects.

Professional Recognitions

. Overachiever Award, 2000

. Noteworthy and Significant Achievement Awards, 2001-2004

. "Bravo" Award, 2005

. "Now" Awards, 2007-2008

. Top Achievement Awards, 2010

Education

ELMHURST College, IL

Bachelor of Science in Computer Information Systems with Honors (BSCIS)

Technology Summary

Certifications: Customer Service Representative Training Certificate (2010)

College of Du Page Office Billing and Coding Certificate

(2009)

Master Certificate in Project Management (2007)

Applications: Oracle Financials, Microsoft SQL, Microsoft Office, Meditech

Languages/Tools C, Java, SQL, PL/SQL, COBOL, Clear Case/Quest, Microsoft

: Access

Systems: Windows, Oracle, Microsoft SQL Server, Unix, DB2, .NET,

J2EE, Vertex

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