Customer Service Administrative Assistant

Taneice English

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

H: 302-***-**** C: 302-***-****

SUMMARY

Professional candidate with extensive experience working in operations as well as customer service and meeting all deadlines in a fast paced, high volume environment

Possess excellent planning and prioritizing skills coupled with strong problem-solving skills and the ability to make independent decisions.

Excellent oral and written communications skills, strong analytical skills, and extensive record of establishing and building solid business relationships with external and internal partners

SKILLS

Microsoft Office: Word, Excel, Access, Outlook, and PowerPoint

SAP R3

V-Lookup

Sarbanes-Oxley (SOX)

TSYS

Claims Processing Experience

Tax Provisioning

Pivot Tables

LexisNexis

Oracle

Consumer Risk Processing

EXPERIENCE

Social Finance Lending Corp. August 2017- May 2018

Loan Reviewer

Under limited supervision, I am responsible for reviewing consumer loan documentation in a post closing environment.

Liaise with bank team members to resolve problems, manage change, enhance system efficiency and instruct team members and/or customers on proper procedures.

Solid knowledge of lending practices, processing, compliance and documentation.

Attention to detail for accurate and timely completion of documents/financial entries/recording submissions

Ability to learn and apply the terminology, methods, concepts and regulations that govern credit and loan operations

Basic knowledge of balancing or bookkeeping

Customer Relationship Manger (CRM)

Answer member questions or concerns through outbound and inbound calls.

Provide operations support to the SOFI Business Development team, and act as a rapid response liaison for special projects as assigned.

Support other CSR’s as well as Loan Review teams by answering complex questions or concerns presented by our clients; requesting, reviewing and processing tax forms, credit files and other necessary documents to assess loan eligibility.

Monroe Enterprising Services September 2016 Present

Administrative Assistant (General Contracting)

Create, manage and organize all files and folders; Manage day-to-day operations, maintain daily interactions with clients.

Apply advanced critical thinking skills where multi-task skills are essential.

Authorize, maintain, and distribute a myriad of financial and production reports including cash flow reports, invoices, purchase orders, contracts, vendor, and job files.

Ensure production agendas remain on track and within projected guidelines.

Provide Human Resource and payroll department backup as necessary.

Just Legal Inc. (Delaware Claims Processing Facility) October 2016 – November 2016

Claims Verification Specialist

Review invoices and enter claims into Volkswagens claim processing system.

Create daily reports and spreadsheets detailing every action taken on each claim processed.

Perform in-depth research and analysis to determine whether to return, pend, deny, or pay claims in accordance with policy provisions

Follow established corporate and departmental policy when adjudicating claims, and achieved production standards of 200 or more claims daily on a consistent basis.

Managed Staffing (Chemours Company) August 2016 – September 2016

Supply Chain Specialist

Act as a global liaison in charge of the Cost Reduction Program in an effort to renegotiate contracts with existing vendors.

Follow up on leads through email and phone and update each account accordingly.

Responsible for renegotiating multimillion-dollar accounts resulting in a 14% reduction in company costs.

SIMM Associates March 2016 – April 2016

Collections Agent

Handled over 100 inbound / outbound calls a day

Responsible for communicating with delinquent account debtors by telephone and written correspondence to attempt to bring resolution to unpaid accounts

Maintained active knowledge of compliance procedures within all relevant Financial Service Laws (FDCPA, TCPA, FTC)

Phillips and Cohen Associates (Contractor) October 2015 – December 2015

Probate Collections Agent

Handled over 100 inbound / outbound calls a day

Responsible for communicating with delinquent account debtors by telephone and written correspondence to attempt to bring resolution to unpaid accounts

Handled many customer accounts to ensure customer satisfaction in regards to personal information

Intellisource (Agilent Technologies Contractor) February 2015 – July 2015

CIM Analyst

Global Liaison responsible for creating corporate accounts while adhering to international importing and exporting regulations

Solely responsible for final review of potential customers by conducting extensive background checks and corporate entity research

Entered information into the computer system for the purpose of tracking all customer issues utilizing SAP in a customer service capacity

Open Systems Technologies (Bank of America Contractor) July 2014 -- December 2014

Operations Specialist III

Handled all account reviews and strong decision-making skills to address changes to customer accounts

Navigated multiple systems, access data, identify discrepancies and devise solutions to potential issues uncovered during review

Oversaw all projects ensured that each assignment met all rules and regulations

Worked in queue reports using filters, formulas, V-lookups and Pivot Tables

Gap: Actively seeking employment

The Bancorp Bank Incorporated January 2013 -- December 2013

Broker Support Analyst / Customer Service Representative

Followed processes to ensure customer service needs are met with speed and accuracy and customer service issues are resolved

Maintained records and communicate resolution and / or status to employers, brokers and account holders

Responded to Health Savings Account inquiries and IRA Rollovers, yearly tax deductions, contributions, and distributions

Liaise with employees, brokers and trustees, advising on IRA Contribution and Distributions such as Tax Deduction Form 5498 required by the IRS each Tax year

Apple One Staffing Agency (Capital One Contractor) October 2012 – December 2012

Credit Analyst

Handled over 100 inbound / outbound calls a day in a fast paced call center environment

Responsible for analyzing new credit card accounts and determining actions necessary to establish creditworthiness of new applicants

Reviewed credit bureaus, account behavior and payment patterns to make these decisions

Observed various customer transactions to flag or identify suspicious activity

The Mergis Group (JP Morgan Chase Contractor) May 2011 – July 2011

Human Resource Operations Specialist II

Resolved inquiries requiring knowledge of the SAFE Act processes and requirements

Handled calls promptly and courteously, meeting both volume and quality service standards

Performed updates to records in NMLS as employee data and / or status changes occurred including help with SS8 Tax Forms to determine and or update worker statuses.

Resolved cases related to the process as they are logged into the case management system

Supported managers on each project following a detailed schedule

Collabera Staffing (Hewlett Packard Enterprises Contractor) September 2010 -- February 2011

Health Benefits Manager

Performed account services for our vendor HP Enterprises providing support to internal and external customers and resellers via incoming customer contacts to the HP Customer Solution Center

Responded to member and health care provider questions regarding Medicaid and Medicare related matters such as benefits, policies and claim statuses

Worked independently while using standard protocol when needed to respond to customer issues

Entered information into the computer system for the purpose of tracking all customer issues utilizing SAP/R3 in a customer service capacity

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