Customer Service Data Entry
Resume:
Zoie N. Clark
Dallas, TX 75224
*******@*******.***
Objective: To be efficient, detail orientated and professional in a
position where I can
utilize my knowledge and experience to have a positive
outcome within
your company.
Skills: Eleven plus years clerical experience. Experience in skip
trace, greeting clients, data entry, order entry, accounts
receivable, typing, filing, and mailing.
Software: MS Word, Excel, PowerPoint, WordPerfect, Lotus 1-2-3, Avaya, CW
Direct 7.0, AS400, Oracle, PeopleSoft 8.9 & 9.1 Siebel,
Excel, Lexis Nexis, West Law, Softheon & Citrix.
Experience:
7-11 (Contract) 2012-2013 Dallas,
TX
HR Service Center Coordinator
. Review and process all employee changes, which requires updates to the
personnel records in Oracle.
. Employee changes include: name changes, address changes, merit
increases, transfers, lateral moves, title changes, promotions,
demotions, separations, etc.
. Review all documentation received and verify proper approvals are
obtained (in accordance with SOX).
. If any information is missing, contact the employee or the requestor
to obtain the needed information.
. When all required paperwork is obtained, updates to the system can be
processed.
. Review and process all new hire/rehire paperwork which requires
initial employee setup to create a personnel record in Oracle.
Documentation includes: PAN form, I-9. W-4, Pay Method Selection Form,
Employee Information Release Form.
. Continue to follow up with employee or requestor for any additional
documentation not initially received or required for new hire / rehire
setup.
. Manage and maintain workload within SLAs provided by management.
Review and process all cases which require research and response
within the case management system.
. Case subject matters include: general questions (regarding employee
files, policy, procedure, form related, etc.),employee changes
requiring processing in Oracle (name changes, address changes, merit
increases, transfers, lateral moves, title changes, promotions,
demotions, separations, etc.), documentation request (typically for
research, audit, outside counsel, etc.), complaints.
. Create/route cases to the appropriate team who can provide resolution
if unable to resolve as assigned.
. Required to work as a team to provide backup for other team members to
meet payroll deadlines, acquisition onboarding, vacation schedules or
times when an abundance of paperwork/cases come in that require
additional support.
. Also required to work closely with payroll to ensure payroll
issues/processing occurs timely (off cycle changes, retro pay, etc.).
. Filing and electronic indexing of all documentation related to
employees.
. Effectively communicate (verbal and written) with team members, Store
Managers, Field Consultants, Market Managers, HR Business Partners and
various levels of employees who reach the HR Service Center at any
point in time.
Nation Star Mortgage (Contract) 2012
Lewisville, TX
Foreclosure Support &Document Specialist
. Received and reviewed documents for accuracy and completeness.
. Ensured complete confidentiality of all data collected and maintained.
. Uploaded and submitted final corrected documents to attorney for final
approval for the foreclosure process.
. Mailed and tracked final documents such as security instruments,
assignment, title policies and deed of trust.
. Mailed out the checks that accompanied the Final Documents to the
attorneys.
Accor North America 2008-2012
Carrollton, TX
HR Data Entry (2011-2012)
. Received and reviewed documents for accuracy and completeness.
. Researched and resolved missing or inconsistent data contained in
source documents timely.
. Provided primary data entry for ANA Corporate, ABL Corporate, AIS and
Motel 6/Studio 6 brands.
. Performed back up data entry and management responsibilities for all
ABL hotel and ANA Reservations.
. Ensured complete confidentiality of all data collected and maintained.
. Maintained appropriate records (hard and soft copies), files and
documents as directed by HRIS department head or as required by
regular bodies.
. Generated statistical reports and distribute as defined to internal
and external clients.
. Updated information for all new hires, rehires, and terminations.
. Processed all merit increase for the entire company.
. Updated Leave Of Absence information.
. Responsible for developing simple ad-hoc queries (with less than 4
table joins) to address unique data concerns, requests from managers
or department heads, and/or to assist in HRIS projects and tasks.
. Worked with other members of the HRIS team to provide administrative
support on departmental projects. As such, each HRIS Rep maintained
the ability to post and retrieve documents from the ANA Shared Drive
to successfully perform this job task.
. Updated Leave Of Absence information
Payroll Call Center (2008-2011)
. Handled outbound and inbound calls from external and internal
customers (average of 75-120+ per day).
. Handled escalated calls, complaints, questions and queries as
necessary.
. Obtained and evaluated all relevant information in order to handle
customer inquires.
. Maintained the correct recorded phone greetings and prompts for
incoming calls as necessary based on the time of day, day of week, or
holidays per company needs.
. Created a conducive work environment for all the call center's
employees.
. Transferred customer's calls with complex inquiries to appropriate
staff.
. Logged calls in customer tacking system accurately.
. Mailed out letters and checks in regards to wage garnishments.
. Mailed out W-2 forms to former employees.
USA Mobility (Contract) 2007-2008 Plano,
TX
Customer Service & Billing
. Account updates with payment type, last date of payments and amount.
. Swapped out old pagers for new ones, replacement of damaged pagers.
. Setting up accounts for disconnection and reinstatement.
. Send current and past due invoices at customers request.
Capital One (Contract) 2007 Plano,
TX
Skip Trace Representative
. Account updates with payment type, last date of payments and amount.
. Set up payment dates and information on methods of payments.
. Set up accounts for repossession.
. Outbound calls to customers informing them of their past due balance.
Krueger HVAC (Contract) 2006-2007
Dallas, TX
Order Entry
. Entered in orders for clients needing item for their customers.
. Scanned orders into paperless system for entry.
. In-house Logistics and research for order entry to assist engineers in
their jobs for their clients.
. Generated statistical reports from internal and external clients.
Countrywide Home Loans 2006 Richardson,
TX
Customer Service Mortgage Banker
. Assisted customers with processing their monthly mortgage
payments.
. Assisted customers in updating their insurance information
. Assisted customers with documents pertaining to paying off
their home loans.
. Handled escalated calls, complaints, questions and queries as
necessary.
PFS Web, Inc. 2001- 2006
Plano, TX
Senior Customer Service Representative
. Assisted customers with processing orders for product for delivery.
. Issued refund checks for shipping fees and damaged products.
. Handled internal and external customer related issues.
Education: El Centro Community College, Dallas, TX
Associate in Science, Graduation Date May 2008
Associate in Applied Science, Graduation Date May 2008
Associate in Criminal Justice, Graduation Date December
2008
Richland Community College, Richardson, TX
Associate in Business Administration, Anticipated Graduate
Date December 2013
Contact this candidate