Customer Service Oracle

Dana Felder

**** ****** ****** ***. *

Arlington, TX 76010

Phone Number: 682-***-****

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

OBJECTIVE:

To optimize my technical, administrative, and customer support skills.

SUMMARY OF QUALIFICATIONS:

Ten years of Customer Support and Office Support. Strong organization,

communication, and analytical skills.

TECHNICAL SKILLS:

**Oracle Certified Professional/ Database Administrator (OCP DBA) **

.

. Oracle

. PeopleSoft

. VB.Net

. Solaris

. Java

. SSRS

. Unix

. SQL servers

. Windows (95/98/2000/NT 4.0/XP)

. Microsoft Office (Access, Excel, Outlook, PowerPoint and Word)

EDUCATION:

Oracle Certified (OCP DBA) / MCP (Microsoft Certified Professional)

Tech Skills IT 2002-2003

Texas Tech University

B.S. in Nursing Coursework (119.0 credits) 1990-1994

PROFESSIONAL EXPERIENCE:

AmeriCredit Financial Services Arlington, TX 2009-

Customer Support Representative

. Receive inbound and place outbound calls to contact customers in a

call center environment regarding the status of their auto loan/lease.

. Assist customers with inquiries, account status and problem

resolution, coordination and administration of department procedures.

. Utilize Oracle Financial Applications (i.e., Oracle Receivables and

Oracle Payables), to manage auto payments from individual and corporate

account holders.

. Handle multiple tasks with attention to detail.

. Utilize AS/400 for call accounting.

. Oracle Contact On Demand used for queuing and routing of calls in

addition to email, chat, fax and web callback requests.

. Meet and maintain departmental expectations for quality, adherence to

schedule and attendance.

. Follow department call opening/closing scripting to prevent privacy

violations.

. Respond and resolve customer issues independently, without call

escalation.

. Submit requests from customers for fulfillment, to appropriate

departments in a timely manner.

. Update account information and documents all information gained.

. Utilize MS Outlook for organizational purposes and document routing.

Apple iPhone - Volt Services Dallas, TX 2008-2009

Technical Support/ Help Desk Specialist

. Answer calls and deliver exceptional customer service to build

customer satisfaction and loyalty.?

. Troubleshoot all technical inquiries regarding network coverage,

device information and data services.?

. Utilize all online resources/tools to troubleshoot and diagnose

customer issue for resolution

. Troubleshoot client network connectivity, topology and protocols.

. Manage trouble tickets and referrals.

. Able to read and understand technical manuals, procedural

documentation, and OEM guides.

. Keep aware of possible trends and report these findings for

tracking

. Stay current with email notification regarding network issues

. Support customer care in times of need by answering calls with billing

and coverage related issues.?

. Complete ongoing training to stay abreast of product, service and

policy changes.?

. Provide effective and timely resolution of a range of customer

inquiries?

. Strive for one-call resolution of customer issues.?

. Increase the customer experience by providing information on new

products, rate plans, and services.

Morgan Stanley - Spherion Staffing Dallas, TX 2008

Financial Processor / Document QA / Scanner

. Ensure quality of domestic and foreign financial documents.

. Recover/restore corrupted document files when needed.

. Perform backup/recovery for SQL Servers.

. Handle sensitive and/or confidential documents and information.

. Code and scan investment documents.

. Process document batches (i.e., archive, inventory counts, labeling and

storage).

. Daily operation of large commercial scanners, mandatory cleaning and

calibration responsibilities.

. Release and archive batches in Oracle database.

. Maintain database integrity.

. Knowledgeable of federal banking policies including transactions and

processing procedures.

. Scan and clean documents, and convert documents to/from different

software packages.

. Communicate with manager and client on job or deadline issues.

Cuna Mutual - ProStaff Staffing Fort Worth, TX 2007

Consumer Loans Representative

. Evaluate consumer credit reports from three credit reporting bureaus.

. Render appropriate decisions within credit policy and in compliance with

all regulations.

. Utilize PeopleSoft (CRM) to organize, automate, and synchronize customer

interactions.

. Oracle database used to store and archive confidential customer

information.

. Use SSRS to deploy, manage, and create ad hoc reports.

. Process applications placing emphasis on response time, quantity of

applications processed and quality of applications approved.

. Provide prompt, accurate response to all internal and external customer

inquiries.

. Assist other loan service representatives to ensure that applications are

processed in accordance with desired service level standards.

JEL Management Fort Worth, TX 2003-2006

Executive Assistant

. Devise, proofread and execute legal documents (i.e., motions, appeals,

accident reports for clients, complaints, subpoenas and summons)

utilizing MS Office products.

. SSRS utilized to create and manage financial reports for managing

partners.

. Follow-up with pending court cases, keep track of the latest court

judgments, introduction of new laws that may affect the case, and assess

legal publications for the same.

. Train new hires.

. Perform due diligence work; complete and submit affidavits.

. Create presentations for attorneys using MS PowerPoint.

. Implement and enforce policies and procedures for disaster recovery and

data archiving to ensure effective protection and integrity of client

information.

. Create and manage documentation on the configuration and support of the

Oracle database.

. Aid attorneys by organizing and collecting client information such as

their employment status and records, and their medical history.

. Maintain records of minutes in legal hearings, client meetings, and

interviews.

. Maintain necessary correspondence with clients, keep them informed about

the latest developments regarding the case, and send across necessary

documents via e-mail, fax or post.

. Compile, verify, and categorize important documents.

. Schedule appointments, receive and make telephone calls, draft

stock/shareholder certificates, type legal documents.

Chase Bank Arlington, TX 2000-2002

Banking Customer Support Representative

. Knowledgeable of federal banking policies including transactions and

processing procedures.

. Utilize Unix and Oracle Financial Applications to manage large balance

transfers, deposits, withdrawals, checkbook orders, general inquiries,

CDs, bank statements, loan applications, opening and closing accounts

with account research for personal and commercial accounts.

. Help Desk support for referrals and account upgrades.

Contact this candidate