Customer Service Quality Assurance

Cheryl A. Buno

******@***.*** ( ** Ruskin Road: East Aurora, NY 14052 716-***-****

Objectives

Secure a position that will enable maximum use of customer service, project

management, and product training skills producing positive contributions to

the business.

Experience

Windham Professionals Inc. East Aurora NY

Collector I January 2014 - April 2014

Third Party Student Loan Collector for the collection of defaulted loans

for the US Department of Education.

HSBC Bank USA contractor

Buffalo NY

Compliance Officer I April 2012 - September 2013

Quality assurance reviews and risk analyses of international commercial

business accounts for this global banking, and financial institution.

. Compiled and audited Know Your Customer information using a variety of

internal and external web programs and resources.

. Successfully partnered with team members to collect, and complete

required customer due diligence to comply with internal and external

regulations for third party auditors.

Bank of America NA

West Seneca NY

Customer Relationship Manager March 2011 - March 2012

Mortgage portfolio management and advocacy providing a single-point-of-

contact for a wide range of mortgage modification services.

. Proactively communicated with mortgagees to establish robust

relationships with customers at all stages of home retention and loss

mitigation.

. Worked closely with internal support teams and associates in a time

sensitive process requiring ongoing customer interaction.

Fisher-Price

East Aurora NY

Temporary Seasonal Consumer Representative

September 2010 - January 2011, October 2009 - January 2010, October 2008 -

January 2009

Incoming call center representative providing immediate response to

consumer inquiries about a large portfolio of children's toys; where to

buy, correct usage, parts, replacements, and warrantees.

Fiserv, Inc. contractor

Buffalo NY

Call Center Support March 2009 - September 2009

Incoming/outgoing call center answered homeowner inquiries regarding

mortgage modification applications, and solicitations. The company

provides information management solutions for financial services industry.

Humana Insurance

Cincinnati OH

Claims Research Analyst April 2005 - December 2007

Researched and verified member benefits and provider contract allowances

for this large national medical insurer. Provided feedback to consumers

and adjusted medical claims when needed.

. Reviewed claim analysis requests from corporate Humana market

representatives requiring immediate research and response to the

market

. Tested hardware and software being considered for departmental use

. Provided additional Call Center support handled incoming call

inquiries from members and providers regarding benefits and claims.

Fifth Third Bank

Cincinnati OH

Call Center Customer Service January 2005 - April 2005

Provided timely and accurate responses to bank clients regarding their

accounts, account status, statements and bank services. Verified debit

card usage and credit availability for this large national financial

institution.

Cintech LLC

Cincinnati OH

Quality Assurance/Software Tester 10+ years

Collaborated with development department and customer service teams for

product validation, test strategies and feedback of results for this

software developer specializing in telecommunications and call center

software applications.

. Provided product support and training to clients and in-house

sales, marketing and support staff.

. Created, verified, and maintained test plans, use cases, defect

tracking, and usage and installation documentation.

. Implemented software production procedures and controls used to

ensure the highest quality output.

. Credited with providing significant contributions toward the

development and enhancement of the software products developed by

the company.

Education

Houghton College, Bachelors Business Management

Bowling Green State University, Bachelors Popular Culture

Skills

Applications; Excel, Oracle, Citrix, People Soft, AS400 and custom business

programs

Email; Outlook, Outlook Express, Exchange, Lotus, GroupWise, +

Trained in FDCPA, BSA, and HIPAA and state medical service mandates

Contact this candidate