Customer Service System
Resume:
Jenniell Preston
Dallas, TX *****
Objective
To obtain a position with an excellent company, to assist with all office and business needs. Provide
for and satisfy the needs and wants of the customers I serve. To assist the company with reaching
goals and maintaining continuous success. To continue to enhance my professional development
within the company, and to increase my personal growth.
Summary
Minimum of eight years in customer service, outstanding organizational, written, and oral skills.
Able to have work done in an efficient and timely manner. Excellent team player, quick learner, very
productive, and able to assist with all office needs and wants.
Education
Mountain View College, Dallas, TX
Received Certificate in Criminal Justice, 2004
Received Certificate in Criminal Justice, 2005
Atmos Energy Certificates of Completion
Basic Features of Excel
Advancing Your Service Expertise
Customer Service Simulation
FACTA Service Modules 1-4
Citi Mortgage
Compliance Modules
Citi Mortgage February 2012-Present
Bankruptcy Specialist Safe Act 2
• Sent Attorney’s referrals to File Motion for Relief on behalf of company
• Pre-confirmation
• Reviewed delinquent loans for possible relief
• Changed and updated DCC codes to correlate scenario and monitored for change in status
• Updated and monitored Milestones, Meeting of Creditors, Trustee No Asset, Discharge,
Proof of Claim…etc
• Uploaded documents into Vendorscape requested by Bankruptcy Attorney, such as Original
Deed of Trust, Appraisal, Assignment, Note...etc
• Reviewed AACER for changes and updates and the bankruptcy case
• Closed Accounts that were discharged, dismissed, Terminated or when relief was granted
• Sent Follow ups to Apply Debtors’ unapplied funds
• Generated Payment History from Customer Service Workstation when requested
• Calculated Pay-off figures and Reinstatement Figures for Attorneys
• Reviewed Filenet for documents concerning bankruptcy case and Debtors original loan
• Monitor for Asset and No Asset cases
• Noted Accounts with status and changes
Experience
Atmos Energy Dec2006-Sept2011
Revenue Management Coordinator
• Performed Balance Transfers in both Advantage System and Banner System
• Assessed and removed deposits, service order fees, return check fees, late fees, and taxes
• Cancel Merchandise account and adjusted off the associated fees
• Provided Internal and External Customer Service
• Edited customers usage and service history
• Adjusted and corrected customers bills when over or under billed
• Assisted commercial and residential customers in setting up and canceling service
• Updated customer info such as address, phone numbers, etc
• Minimized Billing Errors by quick checking customer bills in Post Billing Exceptions
• Mail Scanner-Contacting customers to update address
• Meter Reading Exceptions-Zeros Consumption, Idles Consumption, and Negative
Consumption
• Removed and set up Bad Debt, Deposit, and Payment Arrangements
Set up Budget Billing and One Time Bank Drafts
•
Sent Credit Balance Refund upon customer’s request
•
Calculated customers’ bills for Banner System and Advantage System using rate checker
•
Resolved customer issues such as billing, payment, collections and escalated request
•
Set up and cancel Default agreements in both Banner and Advantage
•
Trained new employees to processes, customer related issues, and concerns
•
Provided customers with payment and bill history by fax, email, or mail
•
Assist with the completing move in and move out service orders and Inbound Exceptions
•
Mail out forms such as Senior Discount, Tax Exemption, and other forms requested by
•
customers
Assist the Identity Verification Group with FACTA issues and Policies
•
First Data, Dallas, TX 2000-2006
• Process Lead
• Performed Data Entry using Microsoft Word and Excel
• Lead other employees with work development and training
• Packaging, which includes correspondence with customers and other businesses
• Checking important documents for errors before sending them out to customers
• Kept record of work completed, routed finish work to the appropriate dept
• Processed, deposited and assisted with transmitting customer payments
• Sorted and opened mail by client to be processed
• Used a system called Quicken to create checks when customers sent in cash payments
• Assisted with transmitting files to bank before deadlines
• Made sample checks when customer payments were lost or damaged due to the system not
capturing the image
• Manually encoded customer payments when problems with the system occurred
• Balanced checks and invoices to insure that amts were correct
• Enter data into a system called Guip such as, routing number, check number, and amt of
payment
• Worked manual exceptions such as multiple invoices, multiple checks, and check only.
• Completed end of the day back up for the next productive work day
• Customers included but not limited to Capital One, Bank of America, Honda, Comcast, Time
Warner, Sprint and others
Community Involvement
Served as Policy Council two years for Head Start of Dallas
Attended Salvation Army Soup Kitchen
Volunteered for City Park Elementary
Certified in CPR
Contact this candidate