Customer Service Representative

Banking, Collections,Customer Service,Provisioning Telecommunications (Cleveland/Lorain)

Date: 2013-01-02, 10:39AM ESTsee below

Deanna L. Rodriguez

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

Career Objective: To utilize the skills, knowledge and experience I have obtained throughout my professional career in banking, customer service and telecommunications

Experience: Fifth Third Bank

Customer Service Representative

March 2010 - Present

Processing ATM and Night Drop deposits

Assist in vault audits

Handle a variety of transactions for both commerical and individual customers

Cross selling of bank products to suit customer needs

Work drive thru as scheduled

Balancing of cash drawer on daily basis

Customer referrals

Global Crossing

CLEC Provisioning Specialist II

November 2006-December 2008

Worked various type of VOIP/LD/LDS install orders

Issued LSR requests

LNP/DID adds to customer accounts when requested

Performed porting of numbers internally as well as with other ILEC/CLECs and hot cuts as requested by customers to Global Crossing

Assisted the Test and Turn-up team with coordinated hot cuts and any install issues effecting phone service

Understanding of telecom equipment- CPE

Addressed escalations as they occurred

Worked with losing carriers with snap back requests

Internal/External customer contact to advise status of orders placed

Assisted management with special projects

Worked disconnect requests

Extensive use of Excel, Word, LNP database, many other programs and systems

Assisted in training team members

NSA certified with Global Crossing

One Communications (formerly Choice One Communications)

Provisioning Specialist

June 2004 - September 2006

Issued, monitored, tracked and coordinated all service order activity to ensure timely and accurate service activation

Initiated ASR/LSRs through ILEC and CLEC provisioning systems for all type of orders including T1 s

Processing order experience with Integrated, Internet and Dedicated services

Followed up on all Firm Order Confirmations within 24 hours from issue date

Responded to all rejections immediately and ensure timely escalations to management when required (both internal and external with ILEC/CLEC)

Issued and followed up on all order activity internal/external to One Communications

Properly updated all internal ordering systems to reflect activity on client accounts

Effectively provisioned services as required (UNE vs Special Access)

Primary point of contact for clients, ILEC s/CLEC s and other internal departments for all service delivery questions updates and issues

Choice One Communications

Client Service Representative

May 2000 - June 2004

Handled high-volume incoming calls in reference to billing, repair and move issues

Handled FCC/PUC complaints

Assisted management on special projects

Cross-trained colleagues on systems and processes

Assisted in handling escalation/supervisor calls

Entered orders into systems such as TBS and IMAN per client request

Responsible for the Referral Credit Program

Extensive use of Excel, Word, CBP, TBS, Comit, IMAN, and Remedy

Maintained expected call center phone stats

The Summit Federal Credit Union

Collections Representative

January 1996 - February 2000

Responsible for 15 "120 day delinquent accounts for Visa, installment loans and mortgages

Issued requests for repossession of vehicles, referred to auction vendors and recovered outstanding loan balances

Worked with customers to pay and or initiate settlements prior to referring to an outside credit agency and/or attorney firm

Saved accounts from default by negotiating consolidation of existing credit union debt with lower payments/interest rates and obtained collateral

Collected on NSF checks returned back to the credit union

Chase Manhattan Bank

Collections/Home Equity Loan Underwriter

July 1990 - January 1996

Responsible for delinquent revolving lines of credit, visas and home equity loans

Provided management monthly reports of mortgage loans in default

Senior representative for one and a half years prior to promotion to Loan Underwriter

Approved/declined Home Equity Loans/Lines of Credit

Negotiated amount of line of credit/loan with customers if not approved for original amount requested

Worked closely with title abstract companies, appraisers and credit reporting agencies

Reviewed appraisals

Verified information on titles

Read credit reports as part of determining approval/denial process

Gathered any other required information needed to verify and proceed with decision

If approved moved on to finalizing status for disbursement of funds

Education: Greece Olympia High School -Business

College: Southern State Community College, Associates Degree in Criminal Justice- Graduation date 2013 GPA 3.82

References: Upon request

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