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Customer Service Representative

Norristown, PA
September 27, 2018

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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


High School Diploma-1996

Pennsbury High School

Fairless Hills, PA

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