Customer Service Representative
Resume:
Karla M. Smith-Kelley
**** **** **** **** 816-***-****
Liberty, Missouri 64068 ***********@*******.***
OBJECTIVE: Position in Customer Service
PROFESSIONAL SUMMARY
Highly successful, versatile, productive and resourceful Customer Service and Administrative Support Professional with banking call center and healthcare billing and collections experience, brings superior skill in client communications, administrative problem-solving, and earning customer appreciation for going the extra mile to ensure complete satisfaction with results.
SKILLS AND COMPETENCIES
Customer-centered personality
Highly productive in completing tasks
Extremely accurate and precise in all document processing
Dedicated to the organization’s mission
Outstanding work ethic
Relate easily to the most challenging personalities
Rapid problem-solver
Intelligent, analytic decision-maker
Quickly acquire and apply new information
Considered a “Team Player”
Volunteers to help others complete tasks
Flexible and Adaptable to new situations
Dedicated and puts the organization first
Understand Banking Processes and Procedures
CAREER HIGHLIGHTS
20 years of outstanding service with the Federal Reserve Bank serving the needs of the Banking Industry for accurate and efficient funds processing.
Took advantage of opportunities to be of service to the Federal Reserve in meeting and exceeding work standards.
Regularly receive “Kudos” for outstanding performance and going above and beyond the expected.
Received several cash bonuses for exceeding performance objectives.
Participated in a one-year test of a new wire-transfer system, validating the process while identifying and resolving problems.
Received notes of appreciation and even flowers for helping customers resolve various processing and operational problems.
Volunteered for extra work in helping meet production goals.
Commended for working overtime to meet critical deadlines.
PROFESSIONAL HISTORY
UMB Bank Kansas City Missouri 6/2015/-Present
Technical Customer Support Specialist (Conga act position)
The point of contact for commercial customers seeking technical support with access to their on-line accounts, scanning checks and using ACH software for payroll deposits.
Assists often frustrated users who have been locked out of their accounts regain access.
Remotely installs check scanning software, training users in processing checks on-site.
Often walk clients through all three processes to help them master the systems.
Kudos include praise from one client for “ being a great gal” in helping solve their problems.
Apria Healthcare Overland Park, Kansas 8/2011-Present
Billing and Collections Representative
Reconcile billing errors, determine payment responsibility and arrange for collecting on billed amounts as a TPA for Blue Cross and Blue Shield clients.
Praised by the group’s Supervisor for quickly mastering position responsibilities and applying critical problem-solving skills in resolving billing and collection problems.
Proficient in ICD-9 and soon-to-be ICD-10 coding and all Medicare/Medicaid policies.
Karla M. Smith-Kelley Two
PROFESSIONAL HISTORY CONT.
Earns high marks for customer service by serving as a patient Advocate in resolving billing disputes, finding in one case that a mid-year code change had wrongly charged a patient for services that should have gone to the insurance carrier.
StaffMark Kansas City, Kansas 7/2011-8/2011
Customer Service Call Center Representative (Temp)
Met and exceeded supervisor expectations for utilizing excellent phone skills.
Federal Reserve Bank of Kansas City Kansas City, Missouri 1987-7/2010
Cash Processing Team Member, 2008-7/2010
Processed an average of $100 M in cash daily in preparing paper currency for redistribution to participating banking institutions.
Operated high-speed processing machines that accepted, counted and wrapped good currency, while rejecting unacceptable currency.
As a Certified Counterfeit Processor, identified and rejected bad currency, reconciling bank accounts while destroying the unacceptable money.
Performed additional services including purchasing cash from the Receiving Department (accepted and verified incoming cash from banks via armored car) and preparing processed cash for vault storage and redistribution back into the economy.
.Commended for accurate, timely and informative communications in expediting currency processing and resolving any problems.
Customer Service Representative, 2002-2008
Expedited the transfer of wired funds to and from participating banking institutions.
Identified and researched problems in transferring funds, reviewing transactions for error codes in correcting wire transfer instructions.
Responded to client queries regarding fund transfers and contacted banks when transactions failed to complete processing.
Participated in a 12 month pilot program to test a new off-line funds transfer system.
Provided back-up support for the Federal Reserve Bank of New York, working under strict and time-critical deadlines that affected Freddie Mac and Fannie Mae securities.
Performed crucial functions including accurate and timely communications with participating banks and systems and asking cogent questions that revealed the crux of any matter.
Kept up-to-date on the latest product knowledge by attending seminars and workshops to improve job performance.
Check Processing Clerk, 1987-2002
Responsible for the accurate and efficient processing of client bank’s checks.
Performed 10-Key to touch data entry.
Effectively used Exception Reporting to keep management informed of any processing issues.
Selected to design Disbursement Receptacles for the National Clearing House Association based on detailed knowledge of the system and its needs.
EDUCATION
Professional Development
Participated in several seminars and workshops relating to improving work performance at the Federal Reserve Bank of Kansas City
Knowledgeable in Word and Excel
Graduate, Central High School, Kansas City, Missouri
REFERENCES
Excellent business, performance and personal references are available upon request.
Contact this candidate