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Customer Service Technical Support

Fredericksburg, Pennsylvania, 17026, United States
February 19, 2018

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Khalia Trowery

**** ********* *** *** *

Pittsburgh, Pa 15210



To utilize my customer service skills and experience to obtain a position that will offer me the opportunity to increase those talents while helping my employer to maximize profits through efficient, professional product


PHEAA/ FedLoan Servicing

Pittsburgh, PA


Loan counselor

•Answers inbound calls handling a variety of complex account issues.

•Answer questions, identify the root cause of the call and research to resolve the customer inquiry upon first contact.

•Assist customers with troubleshooting online account issues and utilizing online tools that are available.

•Update customer and account information as needed.

•Process incoming correspondence, forms, or other documents received from customers.

•Counsel customers in achieving successful repayment of their student loans. This includes but is not limited to answering payment and billing inquiries, discussing repayment plan options and eligibility, payment alternatives, interest accrual, forgiveness programs, and consolidation.

•Handles difficult or escalated call types and assist with resolution.

•Works with multiple customer support lines.

PNC Bank Financial Group, Pittsburgh, PA March -2013- December 2015

Retail Customer Service

Assisting customer with money management techniques to make banking easier for them,

Maintenance customer Debit, Credit, Loan, and Business accounts including all simple and complex tasks to fix banking problems or needs, also utilizing my skills to solve technical support issues within the Online Banking mainframe

• Answering the phones assisting customers banking needs. Multitasking between two screens performing maintenance for online transfers, bill pay, online banking, credit and debit Accts, business Accts, linking of Accts, deconstructing Accts and reconstructing them the correct way . Also performed common tasks such as account titling, name change, demographic changes including email and phone. Was able to decipher problems within Accts fix it. Matched the account to the customer so that they can better utilize their banking needs.

Spaghetti Warehouse, Pittsburgh, PA

Customer Service/Host January- 2012 - Feburary -2013

Provided friendly and compassionate customer service to all customers coming and going

Host/seating customer to designated areas,

Maintained the appropriate rotation so all servers get a turn

Ensured that patients and residents were provided foods that met their individual preferences

Care Angels, Pittsburgh, PA May-2009- December -2012


Assisting the elderly with activities of daily living (ADLs), clothing, bathing, and eating

Restocked supplies

Maintained clean front room and living areas, also bathing and eating areas



High School Diploma Brasher High School

References available upon request

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