Customer Service Representative
Resume:
CHARLES N. SMITH
**** ******** ******, ********* *
Baltimore, Maryland 21239
*********@*****.***
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CUSTOMER SERVICE
PROFESSIONAL SKILLS
. 7 years of experience
. Very organized
. Good attention to detail
. MS Word and Excel
. Excellent customer service skills
. Good with people
. Great verbal communication
. Able to prioritize
. Able to juggle several task at once
. Proactive
. Can work well with others
PROFESSIONAL PROFILE
Detailed oriented, adaptable, and highly organized call center professional
with over 7 years of experience as a Customer Service. I poses outstanding
interpersonal and communication skills with the ability to interact
effectively with all levels of employees. Able to adapt and remain
flexible, multi task and change priorities to meet needs of Executive
Management. I have intermediate level skills with Microsoft Word and
Excel.
Xerox Baltimore, MD 11/11 to present
Customer Service Representative/ Payment processor
. Confer with customers by telephone in order to provide information
about services, canceling accounts, or to obtain detail of accounts.
. Resolve customers' service or billing by performing activities such as
refunds, overpayments and adjusting bills.
. Assist in processing numerous amounts of subsidy payments for daycare
providers on a daily basis.
. Provides the public with general information regarding the State of
Maryland Childcare subsidy and voucher programs.
. Responds to incoming emails from registered and informal providers
concerning their account statuses.
. Makes outbound calls to providers whom are selected for state audits.
. Assist supervisor in training of new employees.
. Cross train in other areas such as finance, reconciliation, exceptions
and data entry.
. Keep records of customers' transactions and interactions, recording
details of inquiries, complaints and comments, as well as action
taken.
. Check to ensure that appropriate changes were made to resolve
customers' problems.
. Refer all customer grievances to designated departments for further
investigation.
. Maintain spreadsheets for department audits and overpayments.
. Resolve customers inquires through correspondence and emails.
Bank of America. Baltimore, MD
9/06 to 06/11
Senior Operations Representative/Customer Service
* Promoted as a Senior Operations Representative within first 2 years.
* Prepared financial reports by summarizing numerical data using
computer programs, assign machines or calculators for use in financial
records and reports.
* Reviewed and verified source documents to include receipts,
transmittal sheets, benefit claims and vouchers.
* Responsible for accounts payable and accounts receivable; coding,
generating checks, and customer service.
* Manage workflow for associate processing.
* Prepared weekly spreadsheets for management reporting.
* Entered, post, and recorded credit and debits to establish ledger
accounts.
. Batch processing and 10 key entry of customer data files.
* Prepare credit card transactions for lockbox processing.
* Communicate with customers to discuss/resolve billing transactions.
* Participated as a team member to achieve monthly goals.
* Reviewed payments for quality assurance.
* Communicated with external and internal customers regarding incomplete
or inaccurate invoices or reports or delinquent accounts
. Operated mail sorting machines to sort incoming and outgoing
documents.
. Posted stop payment notices to prevent payment of protested checks.
. Retrieved checks returned to customers in error, adjusting customer
accounts and answering inquiries about errors as needed.
. Encode and canceled checks using bank equipment.
SYSTEM & SOFTWARE SKILLS
. Microsoft Word & Excel
. Wausau Software
. Alpha Numeric Encoding Machine
. DMP software
SPECIAL TRAINING, ACCOMPLISHMENTS AND AWARDS
. Outstanding Performance Award 2007
. Silver Award 2007
. Associate of the year Award 2009
. Leadership Award 2010
. Hands on training with Time Keeping
. Excel training
. Payroll training
Contact this candidate