Customer Service Representative
Resume:
MICHAEL E. JAMES
*** ******** ****, *******, *** York 14208
*******@*****.***
Summary
Customer service professional with 10 years of experience in mortgage banking, retail banking and software product lines. Excellent communicator with strong attention to detail and demonstrated ability to thrive in changing work environment. Knowledgeable in MS Word and Excel and proprietary software.
Employment
Aerotek Buffalo, NY 03/09-12/09; 04/12-10/12*
Customer Service Representative – Center One (2012)
Assisted customers with transition from HSBC to First Niagara via telephone
Answered questions regarding services, procedures and policies in completing retail Banking transactions in moving from HSBC to becoming First Niagara customers
Promoted First Niagara products and directed customer to appropriate department for added assistance
Customer Service Representative – Invitrogen (2009)
Fielded inbound calls pertaining to the processing of catalog orders via telephone,
E-mail, fax, direct order entry and electronic data interchange systems.
Customers included government, education and medical organizations.
Opened case files to resolve problems related to lost, late or inaccurate shipments.
US Census Bureau Buffalo, NY 04/10 – 8/10
Enumerator – Temporary
Planned work by reviewing assignment area to determine organization of neighborhoods and located households for conducting interviews.
Conducted interviews with residents in assigned areas by following stringent guidelines and confidentiality laws.
Explained purpose of census interview, answered questions, elicited information and recorded data.
Assessed quality control levels on selected addresses, determined which samples passed or failed and maintained records for quality control verification.
Bank of America Mortgage Corporation Getzville, NY 2003 - 2007
Customer Service Sales Associate
Responsible for maintenance and servicing of homeowner mortgage accounts as well as cross selling other related bank products.
Answered questions, resolved problems and provide d homeowners with mortgage related information via telephone.
Explained escrow and how it effects overall mortgage payments.
Clarify differences in features, benefits and terms of a fixed rate mortgage versus an adjustable rate mortgage.
Reviewed mortgage insurance requirements as governed by individual states.
Explained and calculated amortization schedules.
Mpower Communications, Inc. Las Vegas, NV 1998-2001
Provisioning Coordinator (99-01)
Customer Service Representative (98-99)
Established and maintained telecommunications for 21 residential and business communities located throughout the Las Vegas metropolitan area.
*2013 Temporary workforce leave to be caretaker for my Mother who was terminally ill
Education
St. Lawrence University Canton, NY
Major - Government & Economics
Member of Sigma Chi Fraternity
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