Customer Service Representative
Resume:
Telita Cannon
Philadelphia, PA
********@*****.***
Professional Experience :
DXC Technology - Wendover Financial - Wayne PA, December 2017 to August 2018
Customer Relations Specialist Il
-Answered incoming calls and emails assisting Program Administrators and Commercial Credit Card Cardholders in order to manage cases, inquires and disputes
-Worked with web based tools of Visa and Mastercard to effectively monitor fraudulent use of Commercial Card Use
-Responded to customers via email interface.
- Made outbound phone calls in correspondence to resolve inquiries and disputes.
-Worked with Spectrum Credit Card database platform
-Microsoft dynamics Case Tracking web experience
-Submitted open case disputes via Mastercard
-Troubleshooting via web, password reset
-Account Maintenance/Updated credit limits, credit increases, daily balance, spending limits
-Deactivated and Activated Commercial Cards
Conduent Cherry Hill, NJ September 18, 2017 - December 2017 (Contract Employee)
Human Resource Enrollment Benefit Specialist/Health & Welfare
-Health & Welfare Benefit and medical plan
-Provided client-specific advice, counseling and representation on matters involving Plan Design and medical plan
-Medicare Parts A B C & D, Voluntary Benefits, Retirement, health Care Reimbursement account, Dependent Care Reimbursement account, Life and basic Supplemental Insurance, AD&D insurance, COBRA, FSA, Dependent Eligibility, Medicare Advantage Plan, FMLA, ADA
-Performed benefit calculations
-Provided basic advice and guidance to clients or plan, using established procedures and client specific details rule of plan
-Assist employees in the completion of appropriate forms
-Open enrollment, updating and monitoring elections
-insurance issues
-public/private benefits
-Union Representation Liaison
Nutrisystem Fort Washington, PA January 2017 - April 2017 (Contract Employee)
Sr. Customer Service Representative (Team lead)
-Handled incoming calls via call center environment
-AHT 3-5 min /CPH 13/ 80 -100 call daily intake
-Account maintenance
-Placed orders via phone
-Tracked and confirmed delivery and pick up request via online FEDEX, DHL, UPS, and 3rd party delivery interception.
-De-Escalated calls if proper mediation would be needed
-Filed Quality Assurance Reports
-Email correspondence with customers regarding orders, customer care issues, delivery and website issues
-Troubleshoot and Resetting Password for Online assistance
-Created shipping labels
Bank of America Newark, DE December 2014-December 2015
Collector/ Sr. Customer Service Representative
-Handled routine billing inquiries and payment arrangements
-Primarily worked with Business and Consumer Credit Cards
-Educated customers on account terms and alternate payment methods
-Primary responsibilities included collection, customer servicing
-Catered to other loss mitigation activities
-Recommended and negotiated payment arrangements
-Adhere to compliance and regulation laws
-Collected over 150,00.00 in a six month period
PHH Mortgage Corporation Moorestown, NJ June 2009 to August 2013
Office of the President Client Liaison
-Subject Matter Expert within PHH Mortgage Corporation polices, protocol investor specific guidelines
-Developed applicable communication updates to support revisions
-Identified needs, proposed new ideas and solutions to deliver results
-Kept informed of all compliance related changes in the Mortgage collection industry
-Coordinated communication with customers verbal and written relating to loss mitigation
-Processed Debt validations and RESPA requests from Clients, Investors and Attorneys
-Maintained effective communication with 3rd party or vendor
-Performed maintenance on clients’ accounts; Verified payments
-Received inbound calls in a Call center setting for 1st and 2nd Mortgages
-Made outbound calls and received inbound calls
Express Scripts Pharmacy Bensalem, PA July 2003-October 2004
Pharmacy Technician/Customer Service Representative
-Processed all new and refill prescriptions
-Opened orders, verified eligibility, proofed and input prescriptions
-Followed procedures while maintaining productivity and quality standards
-Forwarded incomplete or rejected scripts to appropriate department for resolution
-Tracked status Initiated and documented correspondence and followed up in system
-Logged order status
-Prepared audit sheets and provided feedback to supervisor and management
-Assisted with research of lost or missing orders per internal department requests
-Provided backup support to other pharmacy groups
Educational Testing Service Ewing, NJ June 2000-November 2002
Customer Service Representative
-Managed workload inventory through the appropriate use of metrics
-Assisted manager, provided back-up support in absence
-Ensured compliance with work rules, policies, and processes
-Coached and counseled staff as appropriate
-Handled escalated complex, urgent, and/or more sensitive inquiries and problems
-Assisted area staff in resolving inquiries or problems in progress
Education:
High School Diploma-1996
Pennsbury High School
Fairless Hills, PA
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