Customer Service Data Entry

Beatrice Susan Mervin

Jacksonville, Florida *****

904-***-**** (Cell)

904-***-**** (Residence)

Objective: Seeking an opportunity to have my skills and experience utilized by a company seeking a dedicated employee that performs professionally with procedural accuracy and enjoys working . Desiring clerical, receptionist, shipping/receiving, call center, claims or mailroom clerk .

Skills: great general office skills, typing (45 wpm), computer (competent), phone (multi-line), all office equipment, can drive any vehicle, can operate a forklift (not certified), exceptional people skills, well spoken, articulate, great communication skills (written and oral), classroom certified to teach, management experience (prefer not to but will),data entry (10 key), inter office communicator and have exemplary work ethic .

***Retired from Federal Service 03 March 2013 with 33 years tenure.

Experience:

(02/2017 –Present) Company – ADT Security Services

4926 Kernan Blvd. S. Jacksonville, Fl. 32224-4633

Position Held – Customer Service Rep. – Billing Dept. – Call Center/Incoming. Received billing questions, making adjustments to accounts (giving credits, requesting refunds, making adjustment to accounts, transferring calls to other departments, personal time keeper, researching accounts to address any concerns of customer.

Reason for resignation: Family dynamics may have to change and I can’t work at night.

Mrs. Anna Swenson

(04/22/2016 – 10/08/2016) Company - Target Retail Chain

13740 Beach Blvd. Jacksonville, Fl.32224

Position held - Cashier and Fitting room Clerk Served as cashier for merchandise check out, operator for the store, clerk for fitting room, tagged clothes for return to rack and placed re-sorted clothing to the rack/shelf.

Reason for resignation: I decided retail wasn’t for me, not enough hours/money.

Supervisor: Mrs. Janiece Flax 857-***-****

(12/2015 thru 03/2016) Company – Pharmerica

7970 Bayberry Road; Jacksonville, Fl. 32277

Position held - Courier

Delivered pharmaceuticals to senior care facilities. My route was from Jacksonville to St. Augustine, Florida then to Gainesville, Fl.

Reason for leaving: Too many miles on my personal vehicle and my shift was 11 PM to 7 AM.

Supervisor: Terry Hermsen 904-***-****

(04/1990 – 03/2013) Company – U S Government – Internal Revenue Service

400 West Bay Street Ste 35087; Jacksonville, Fl. 32202-0087

Last position held – (Technical) Lead Contact Representative (2004 thru 2013)

Collections Department: Operations Mgr./ Mrs. Mary Francis Zinkan 904-***-****

Resolved account problems whether delinquent balance dues or unfiled returns

Performed telephonic interviews to assess the issues and address resolution

Established installment agreements and liaisons with other department for account resolution(s)

Performed financial analysis to determine ability to pay

Received, sorted and distributed mail

Contacted other departments to address the resolution of accounts that may have involved bankruptcy, Offers in Compromise, fraud, criminal investigations, Ponzi schemes and other issues

Maintain work assignments for nine to fourteen subordinates daily

Required to address (often defuse) conversations (calls) received by a subordinate that required a manager’s attention

Research and make on-line adjustments to accounts when necessary

Maintain supplies for the team’s job performance

Taught new hires and refresher classes (Class Instructor certified)

Served as a Facilitator for the annual Employee Satisfaction Survey

Critiqued recorded phone calls for procedural accuracy and professionalism –these reviews were used for evaluative purposes

The position at IRS was held from 04/1990 until 03/2013. I began this job as a front line Customer Service Representative and progressed to the Lead position. I was offered the Manager slot but respectfully declined the position on a permanent basis, though I often accepted temporary (30 -120 day) assignments .

Federal Service prior to IRS Collections (12/1979 thru 04/1990) .

IRS – Quality Review/ 400 W. Bay St. /Supvr. Ms. Camille Henderson 12/1987 – 03/1990

Responsible for the case files selected for Office Audit. Task accomplished on a desk top computer with three control and monitor applications.

Department of Defense/Cecil Field – Supply Department 12/1979 thru 09/1987

Positions held: Inventory Clerk – reconcile the on-hand balance with computer; count, verify location(s),track inventory to resolve discrepancies

Exceptions Clerk- research any material received considered ‘erroneous’, contact shipment source to verify specifications and return if necessary for re-shipment.

Computer Operator – processed the data to produce cards, reports, copied disk to disk and tape to disk, wired boards and created program cards. All tasks performed on a

Burroughs B1955.

Several positions held from 1990 thru 2005 as part-time jobs:

Delta Airlines (Cargo shipper-Customer Service) perfecting shipping document, preparing cargo for flight, receiving packages and payment for shipping, operating front desk for cargo pick up, driving forklift to assist in movement of large cargo items (position held approx. 2003 – 2005)

Spherion Temp services (assigned to USPS) perfecting zip codes on parcels before items loaded to plane (position held approx. 1 year -2002-2003)

Adams Mark hotel – Front desk – Customer Service (position held approx. 8 months in 1995)

Ryder Truck Company – Data Entry (position held approx. 2 years – 1990 – 1992)

Education: High School – West Side High/Newark, N.J.

College – Bloomfield College/Bloomfield, N.J./Bachelor of Science-Business Administration

Group Affiliations : Toastmistress

Pop Warner (Team Mom)

Eastern Star

Military Service : ***Not a protected veteran

Air Force Reserves 2 years

Army Reserves 3 years

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