Cheryl A. Buno
Secure a position that will enable maximum use of customer service, project
management, and product training skills producing positive contributions to
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
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
. Worked closely with internal support teams and associates in a time
sensitive process requiring ongoing customer interaction.
East Aurora NY
Temporary Seasonal Consumer Representative
September 2010 - January 2011, October 2009 - January 2010, October 2008 -
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
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.
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
. 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
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
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
. 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
Houghton College, Bachelors Business Management
Bowling Green State University, Bachelors Popular Culture
Applications; Excel, Oracle, Citrix, People Soft, AS400 and custom business
Email; Outlook, Outlook Express, Exchange, Lotus, GroupWise, +
Trained in FDCPA, BSA, and HIPAA and state medical service mandates