Customer Service Data Entry
Resume:
Damion William Morris
Oakdale, MN, 55128
Phone 651-***-****
******.*******@*****.***
Customer Service Specialist
Summary
Strong background in billing and collections in a call center environment resolved and collected stale A/R for sensitive government & large business customer accounts. Processed and recorded financial reconciling and account audits for corporate level customers. Excellent verbal and written communication skills.
Coordinated monthly A/R calls with all levels of management, established solid relationships with customer’s executive management and resolved multiple billing issues. Personally met and exceeded collection goals. Typing 45-50 wpm. Heavy phones and 10-Key, Data Entry. Heavy email correspondence with customer to provide updates on contractual related issues, credits and annual rerates.
Personal desire to work in the public sector.
Computer Skills
10 + yrs. exp PeopleSoft Financials, Backline Account Reconciliation Software, Great Plains, ARIBA, AR2000 and ARCC. Microsoft Word, Microsoft Excel, Microsoft Outlook, 10-Key, Data Entry. Word Processing.
Experience
Customer Service Specialist (PIC) – Department of Public Safety, St. Paul, MN 4/2018 – Current
Received a high volume of customer calls regarding basic Motor Vehicle and Driver’s License, Disability, Exam Line, Lien Holder, Special Plates transactions. Referencing all applicable status rules, policies and procedures with very little supervisory assistance.
Solved customer concerns and disputes by interpreting their inquiry in the most efficient manner possible.
Effectively answered customer inquiries through telephone, web, and email interaction. Also applied relevant statutes, rules, policies, procedures for motor vehicle and driver’s license transactions and information.
Made corrections in departmental records on behalf of the customer when errors are detected to have the necessary research done in order to correct the errors.
Applied departmental policies regarding privacy, data security and record retention while answering customer inquiries.
Encouraged customers to comply with statutes, rules, policies and procedures.
Financial Analyst– Verizon Wireless, Tulsa, OK 8/2013 – 05/2017
Responsibilities include performing simple to relatively complex billing tasks for several large customers.
Processing monthly LEC accruals for month end, Journal Entries & Backline Reconciliations. Heavy Data Entry using spreadsheets and databases.
Monitor Flat Rate billing which monitors customer contractual commitments, issues contractual penalties as needed to assure the accuracy of contractual rates are properly applied
Provide ongoing support of non-standard billing solutions, including gathering billing data, calculating and posting charges, and Rewiewed purchase order to create and distribute invoices.
Research customer specific audit variances and defines resolution plans, collaborating with various internal business partners as needed.
Compose high-level communications relaying complex division resolutions to a wide variety of customers.
Coordinate rating corrections, completes calculation and posting of corrective adjustments, and provides written communication of the resolution to the requestor
Corporate Billing & Collections – Verizon Business, Aurora, CO 4/2008 – 7/2013
Managed the receivables for a large/medium sized corporate account base of $3 - $20M in total outstanding A/R. Requires some basic math calculations.
Initiated calls with the account team members and other internal organizations towards dispute resolution, Required Heavy Math – Adding, Subtracting, Multiplying,
Performed complex research for cash/credit application issues and forecasting receivable performance issues to help clear past due A/R
Designed and generated custom reports for customers with unique requirements
Field Help Desk – Verizon Business, Aurora, CO 8/2004 – 3/2008
Responsible for heavy call volume regarding resolving billing questions (i.e. acct type Frame Relay, Private Line, and discounts/promos etc.), dedicated product questions (i.e. PVC ID # / location & configuration of circuits, UUNet circuits information etc.) and local product billing questions (i.e. locate customer ANI info. / Local T1 information, and configuration).
Coordinated account location adds/deletes/changes, address changes, alternate routing plan adds/changes/deletions, and bill payer adds/deletes/changes or create, Corp ID or Service number cancellations, Corp Swap ECC and Cross corp. routing adds/change/deletes.
Supported Option 2 Toll-Free directory assistance adds/delete/change (Opt 1 route to Swing), ID Codes adds/change/delete/link Log terms – create Residential/ Preferred account deletions Toll-Free install, Toll-Free re-terms 8001 & 8003.
Inbound Outbound Rep Q/A Coordinator–ADT Security Ser, Aurora, CO 8/2000 – 6/2004
Ensured productivity goals of eight coordinators were met daily
Monitored performance of incoming and outgoing calls from various departments to assure they are following departmental procedures and regulations.
Managed evaluation for yearly reviews.
Processed weekly worked schedules
Successfully trained agents on the techniques of greeting customers and properly notate accounts
Responsible for monitoring Residential and Small business alarms systems and reaching out to the proper authorities to assure they respond in the proper response times.5-10min.
Promoted to Closed Circuit T.V Monitoring where we would watch over 100 screen to monitor Banks, ATM, and other small businesses to assure everyone safety.
Education
Wilshire Computer College – (Certificate in CBIS) Baldwin Park CA - 8/1991
University of Phoenix – (Finance) Highlands Ranch, CO - 6/2015
Hired - (Certificate in Admin) St. Paul, MN - 3/2018
St. Paul Central High School St. Paul MN 55104 - 6/1987
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