Customer Service Data Entry

Stephen Lupkin

**** *. ********* ***** • Phoenix, AZ 85045

602-***-**** (cell)

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

EMPLOYMENT

AMERICAN EXPRESS • Phoenix, AZ • May 19, 2014 – August 18, 2014

COLLECTIONS SPECIALIST

• Handling inbound and outbound calls with customers to resolve past due accounts

• Assisting and educating customers with various concerns regarding personal and/or business accounts.

US AIRWAYS • Tempe, AZ • March 3, 2014 – May 18, 2014

RESERVATIONS AGENT

• Handling inbound calls from customers, travel agencies, and other third party affiliates.

• Booking new flight reservations.

• Processing changes and upgrades to existing flight reservations.

• Processing miscellaneous requests, such as receipt requests and wheelchair services.

• Providing general customer service as needed.

JP MORGAN CHASE • Phoenix, AZ • November 21, 2011 – January 8, 2014

MORTGAGE LOSS MITIGATION SPECIALIST

• Handling inbound and outbound calls with customers regarding loans (FHA, VA, Fannie Mae, Freddie Mac,

private loans, etc.) that are delinquent and/or in the foreclosure process.

• Obtaining and processing personal financial information from customers, as well as providing guidance, to

find the best workout program to prevent foreclosure and other negative impact.

• Advising customers of required documentation, fax numbers/addresses, and deadlines needed for various

workout programs to encourage a smooth, timely process.

• Using numerous programs for various tasks, such as communicating with foreclosure attorney offices,

ordering legal documents, and setting up customers on approved workout plans.

• Adhering to FDCPA and TCPA guidelines at all times, while always expressing empathy to customers

experiencing difficult, sometimes emotional, situations.

RANDSTAD STAFFING • Phoenix, AZ • FEBRUARY 1, 2010 – NOVEMBER 20, 2011

REMITTANCE PROCESSOR

• Data entry/entering applications (N-400, I-90, I-485, I-765, etc.) into database.

• Check processing

• File assembly

• Verifying and comparing information on physical applications to data entered by specialists.

• Took part in training new staff members in various work areas.

• Organized and lead several shift meetings, which included verbal and visual presentations.

FEDEX GROUND • Phoenix, AZ • May 15, 2007 – December 2, 2011

PACKAGE HANDLER • MAY 2007 – SEPTEMBER 2008

• Loading, unloading, scanning, and sorting packages in a warehouse environment.

• No official training program in place at this time; used this as an opportunity to take initiative as a trainer,

which lead to eventually being promoted to a trainer position when it became available.

TRAINER (TEAM LEAD) • SEPTEMBER 2008 – JUNE 2009

• Training new package handlers, in both classroom and warehouse.

• Completing, filing, and maintaining detailed portfolios for all new employees in order to monitor and record

their performance levels.

• Served as management support: including, but not limited to; assigning duties to employees, managing

package flow throughout the warehouse, completing daily, mandatory paperwork for all dock operations, and

providing assistance to employees as needed.

• Generating ID badges for new employees.

• Used this time to also gain knowledge and experience in administrative duties from my superiors, which lead

to another promotion to an administrative position in the Linehaul (dispatch) department.

ADMINISTRATIVE ASSOCIATE • JUNE 2009 – DECEMBER 2011

LINEHAUL DEPARTMENT • JUNE 2009 – JULY 2010

CHECK-IN/PICK-UP & DELIVERY DEPARTMENT • JULY 2010 – DECEMBER 2011

• Document processing/data entry

• Customer service via telephone and e-mail.

• Entering contractor/driver settlements and logs into database to ensure accurate payment for work completed.

• Organizing meetings and lunches within the department.

• Consistent telephone communication with contractors, drivers, and other FedEx departments; for reasons

including package tracking, trailer arrival/departure, and driver ETA info for package pick-up/delivery.

• Creating spreadsheets to organize data for reports and references.

• Generating reports.

WILLIAM L. LUPKIN DESIGNS • Fort Wayne, IN • June 1, 2003 – April 1, 2007

STAINED GLASS BUILDER AND INSTALLER

• Assembling, restoring, and installing stained glass windows into churches, homes, and restaurants.

EDUCATION

SOUTH MOUNTAIN COMMUNITY COLLEGE • Phoenix, AZ • January 2008 – April 2008

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