Customer Service Technician

Zankhana P. Mehta

***** ******** ***** ( Mather, California 95655

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

Home 916-***-****

Cell 916-***-****

To obtain a customer service position that utilizes my qualifications and

the skills I have obtained through previous work experience.

CAREER DEVELOPMENT

Citibank, NA, West Sacramento, CA

August 2006- September 2013

Check fraud specialist and Operations Support Representative 2

. Prepares reconciliations, knowledge of Excel 2010, vlookup, pvtable

ect

. Identifies, investigates, and resolves reconciliation discrepancies.

. Maintain contact with Management regarding the status of

reconciliation.

. Follows up on all open reconciliation items and ensure timely feedback

to appropriate parties. May serve as a liaison between various

departments regarding reconciliation follow-up.

. Provide timely and professional response to all inquiries.

. Properly document all reconciliations. Maintain all documentation.

. Sends Customer Inquiry Requests to the custodians where applicable.

. Review and research all items generated against Citibank client

account. Identify unusual transaction behavior patterns on clients

account.

. Inform client and Financial Center of fraudulent activity incurred.

. Call clients to determine validity of check/Item presented if deemed

suspect.

. Call Financial Centers to acquire signature cards if needed.

. Perform look-ups of account activity on Citi smart and On Demand

Prepare & submit return item request. Prepare client contact log.

Train new hires within work unit. File daily work papers.

. Open new cases as well as determined offset to financial charges,

ensures client account is properly corrected, and exercised

appropriate client sensitivity as necessary.

. Prevent potential losses by correct and timely investigation, review

and completion of claim.

. Prepared correspondence to other banks or customers, supplied proper

documentation to support any correction or declination of correction.

. Review the Returned Item Deposit listing, research and file Late Claim

paperwork to other banks and covered losses to Citibank.

. Contacted other banks and Financial Centers as needed, as well as

posted financial entries to client accounts and General Ledgers.

. Cross trained in other departments, specifically with E-Returns and

returning checks for the Bank of First Deposit.

. Other duties include Defalcation Audit, FileNet letters, EDS and

Recall box management, R/I Film Monitoring

. Good interpersonal communication and problem solving skills with a

working knowledge of various software and banking applications.

. Knowledge of various software testing ( FileNet, E-returns)

. Review and analyzes purchase requests from staff members for material,

equipment and services.

TASQ Technology, Roseville, California September 2004 - March 2005

Deployment Technician

. Performed damage inspection of merchandise, maintained documentation

and handled reporting of damaged merchandise for management.

. Verified plate order and serial number against the appropriate

paperwork for inventory controls.

. Verified orders have correct overlays, ORG, authentication stickers,

letters, kitting material, appropriate equipment and accessories as

ordered, pre-kits, and supply material for their respective

inventories.

. Verifies test receipts on all equipment transactions. Reviews and

learns all IMS customer specific requirements, processes required

paperwork for all outbound orders.

Franchise Tax Board, Sacramento, California December 2002 - June 2003

Tax Technician

. Make routine adjustments and corrections to tax returns, claims,

checks and post payments to appropriate documentation and returns.

. Perform routine quality review of both remittance and non-remittance

returns and documents for correctness, clarity, position and sequence

of numbers.

. Pick up incoming mail and route work out from receiving to other

sections as necessary as well as extract contents of envelopes,

assemble and sort to appropriate bin.

. Assist in the control and release of PIT trucks and CORP returns and

documents. Access video terminals for supplementary information and

creation of documents.

EDUCATION & MERIT

Graduate, Class of 2002

M. S. UNIVERSITY, Baroda, Gujarat, India

Masters Degree in Economics, minor in Accounting

Graduate, Class of 1999

M. S. UNIVERSITY, Baroda, Gujarat, India

Bachelor Degree in Economics, Accounting, Audit, Statistic and Mathematics

References are available upon request.

Contact this candidate