Customer Service Representative
Resume:
BRUCE A. FIRM
*** ******* ******, *******, ** ***64
***********@*****.***
Professional Work Experience
Client Service Representative, August 2006 to Present. Automatic Data
Processing, Pittsburgh, PA.
Assist clients in a call service center environment. Areas of expertise
include: PayExpert, PC Payroll for Windows, Work Force Now, iReports and
eTime. Help clients balance payroll ledgers, troubleshoot system errors
and process payroll from start to finish. Responsibilities include
assisting clients with setting up and tracking wage garnishments,
entering new hires, tracking direct deposits and accruals for employees'
vacation, personal and sick hours. Create custom reports so clients can
track such things as job performance and loan payments. Participate in
ongoing career development. Assist between 40 to 50 clients daily.
Enrollment Specialist, October 2005 to July 2006. Coventry Healthcare,
Coraopolis, PA.
Working in the Accounts Receivable department, enrolled members who chose
to participate in the Medicare part D prescription drug plan, posted cash
deposits made by current members, issued refunds for overpayments, and
unenrolled members who later chose other prescription plans. Supported
sales agents with daily interaction and gave updates on possible leads
and other client concerns such as billing disputes.
Closing Coordinator, September 2003 to October 2005. Service Link,
Aliquippa, PA.
Analyzed and applied mortgage and loan information for both borrowers and
lenders, ensuring accuracy and effectiveness in the closing process.
Entered borrower information into computer files with Microsoft Word and
Excel. Cleared titles by receiving copies of current mortgages and lien
absolutions for example to guarantee that refinancing of the mortgage
would be less of a risk to both lender and the company.
Supervisor, October 1990 to July 2003. First Data Corporation, Toronto,
OH.
During tenure at First Data, started as a Data Entry operator who
inputted clients' information into files and developed time management
skills and the prioritizing of workflow optimization. In this entry level
position. Promoted to a Quality Control Specialist who helped design
spreadsheets to capture items per hour to track employee production and
meeting of contractual standards. Performed supervisory and management
tasks for a staff of 65 data entry key operators. Coordinated cross-
training programs, general orientation, motivational program development,
and overall human resources functions. Performed career performance for
both peer and employee by mentoring and coaching. Recruited, interviewed
and counseled. Forecasted manpower needed to meet daily deadlines.
Created reports tracking timeline compliance to supervisors and director.
Military Experience
Information Manager, April 1986 to January 1990. United States Air
Force.
Performed administrative and clerical duties such as filing reports and
creating documents based on local military procedures for the base
Commander. Supervised and trained new recruits. Handled all military
regulations and forms at the Public Distribution Office; also created
local regulations and forms. As part of a team, recorded quality and
safety testing for various Air Force projects. Earned the rank of
Sergeant. Held Top Secret security clearance. Worked for the military
post office and held such duties as unloading mail from airplanes and
shipping mail. Safeguarded top secret material. Documented data results
of military weapon testing.
Education
Bachelor of Science in Business Management. University of Phoenix,
Pittsburgh, PA.
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