Customer Service Information Security
Resume:
Kevin Wiles
Address: **** ******** **,
Landenberg, PA 19350
Phone: 302-***-****
Email: *******@*******.***
WORK EXPERIENCE
Siemens Healthcare Diagnostics, Newark DE
Customer Support Specialist/Team Lead 2014 - Present
Oversee team of nine employees to assure daily processes are completed.
Finalize reports and make sure they are sent out in a timely manner.
Assign daily work to the team members and close out the process once they are complete.
Track all processes from start to finish into excel format spreadsheets and databases.
Responsible for tracking customer acknowledgements to a letter mailed by the company
Proactively contacts the customer to obtain verbal confirmation that the letter was received and documents this customer contact in the ticketing database
Tracks all phone calls and responses into excel format spreadsheets and databases.
Bank of America, Newark DE
Claims Analyst II, Customer Transaction Services 2011-2014
Responsible for the process and ownership of the Unclaimed Property Role.
Process claims received from clients to claim old credit balance refunds where the checks were never cashed.
Responsible for daily reports from unclaimed property and assign daily work for associates.
Maintained and oversee the process of over 10,000 general ledger accounts.
Matching debits and credits to retain a balanced total each day.
Research and process any items that do not match off and to rectify the item in a timely manner.
Small Business Banking Associate, Customer Service 2010-2011
1st level support for all of our Small Business Banking clients.
Initial point of contact for our clients and maintaining their personal and business accounts
Provided Solution initiatives, making sure our clients had the best service for their type of business.
Opening new accounts and services to our clients to best fit their daily needs.
Customer Advocate, Customer Service 2010-2010
Initial point of contact for our credit card clients.
Taking 1st level inbound calls to service any request from our clients
Ensured that our clients were satisfied and everything was resolved during initial contact.
Assisted other associates with any problems or issues they might have during their call.
Citigroup, Wilmington DE
Test Analyst, NAUAT-ACH/World Link 2007-2009
Building test cases from BRDs and client requests in order to provide more efficient testing practices.
Generating test files to be sent for client approval.
Delivered accurate and complete test results to clients in a timely manner.
Provided quality assurance testing for ACH, World Link, and Lockbox applications.
Creating and modifying accounts from client requests to monitor and direct all aspects of their daily electronic business.
Information Security Analyst, Information Security Administration 2004-2007
1st level support for Information Security while performing multiple BAU duties.
Initial point of contact for Citi users experiencing login & access issues.
Created user accounts and modified user access in accordance with established ISA compliance guidelines.
Responsible for reviewing ISA creations to ensure accuracy.
Provided user supports for various applications and operating systems (i.e., UNIX, VMS, Tandem, E-trust, Citi-safe, Citi-checking, SDR and WinNT).
Maintain an array of customer contacts with both internal and external users globally.
On-call support rotation utilizing remote login to diagnose and trouble shoot.
Supervisor, Customer Service 2002-2004
Handled supervisor calls and customer escalations from cardholders. Solved cardholder problems.
Authorized to approve and make appropriate adjustments to credit card accounts based on established guidelines.
Responsible for communicating procedural updates and providing on-going training for customer service representatives.
Provided training for new hires regarding Citi policy and procedures for phone based customer service
Providing follow-up contact with cardholders via phone or written communication to assure a high level of customer satisfaction.
TECHINCAL SKILLS
Trained in the following:
VSR
Mercury Quality Center
Mercury Test Director
ACH File Transfer.
World-link
Microsoft Excel
Microsoft Programs
TSYS
TSO
Computer Systems:
(VMS, Citi-Safe, Citi-Checking, SDR, Mainframe, CWSSA, Cisco Secure, ETRUST, and Firewall)
Problem Solver
General Ledger Accounts
Superstation systems
MACROS
Information Technology
RECON Plus
SAP
Delivery Driver
Fork Lift Exp
Laborer
Mechanical
Warehousing
Construction
Heavy Equipment
Proficient in Linux, Windows Systems and Windows NT Operating Systems.
EDUCATION
Kennett High School, Kennett Square, PA 1988-1992
High School Diploma received.
College Prep Program Completed.
Wilmington University, Wilmington, DE 2011-Present
Business Management - Major
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