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Customer Service Management

Location:
Harrisburg, Pennsylvania, United States
Salary:
$50,000-$60,000
Posted:
October 15, 2016

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Resume:

Eric Merante

*** ********* **., ********** ** ***12

Home: 717-***-**** - acv72z@r.postjobfree.com

Summary:

Dynamic finance professional with a strong background in all aspects of accounting and financial management. Successful at managing multiple assignments while meeting tight deadlines. Financial professional focused on developing and streamlining procedures and finding innovative, cost-effective solutions. Highlights:

Variance analysis, Critical thinking, Financial modeling, Decisive, Superior time management, Superb communication skills, Analytical problem solving, Account reconciliation, Accurate forecasting, Superior research skills, Advanced computer proficiency (both PC and Mac), Self-motivated professional, Statistical analysis, Sales and marketing, Microsoft PowerPoint, Microsoft Excel, Cost benefit analysis, System testing, Articulate presentation skills Education:

Bachelor of Science : Business Administration, 2010 Elizabethtown College Ē Elizabethtown, PA

Emphasis in Business Management, Graduated Summa Cum Laude with 3.9 of 4.0 Grade Point Average Accomplishments:

Expert at examining customer data to identify and recommend process or policy improvements based on cost benefit analysis. Skilled at using Excel, PowerPoint, and Access to track, chart, and report results, trending, and forecasting data to management for use in identifying key performance indicators and for making key business decisions. Experience:

Pennsylvania Higher Education Assistance Agency July 1999 to July 2016 PHEAA Ē Harrisburg, PA

Senior Business Operations Analyst June 2014 to July 2016 PHEAA Ē Harrisburg, PA

Tracked, analyzed, interpreted and reported trends in consumer complaint data. Collected and analyzed data to evaluate operational issues and make process improvement recommendations. Analyzed legal documents, including wills, insurance policies and corporate contracts. Partnered with business development to identify major account opportunities. Supplied necessary industry and market research to target new businesses. Identified operational processes inefficiencies and recommended necessary improvements. Analyzed utilization and capacity against performance goals. Coordinated with underwriters, lenders, loan managers and securitization teams to manage portfolios. Conducted periodic risk analysis and evaluation for Provision for Loan Loss (PLL). Developed financial analysis reports and presentations by applying acquired financial principles. Elicited stakeholder feedback and input through interviews and surveys. Skilled in the use of Excel, Access, and PowerPoint to track, manipulate, and report to internal or externalstakeholders. Manipulated data using pivot tables, pivot charts and macros. Assisted with long-range planning by recommending technological application programs. Senior Customer Service Associate May 2006 to June 2014 PHEAA Ē Harrisburg, PA

Analyzed, resolved, and responded to verbal and written customer inquiries and complaints regarding account and policy or procedure issues. Tracked and reported consumer complaint statistics to internal and external stakeholders using Excel and PowerPoint. Stakeholders included management or staff as well as external regulatory agencies and customers such as the U.S. Department of Education, schools,lenders, and students. Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient. Communicated verbally and via email with various interdepartmental contacts developed during my career at PHEAA and used all available resources to analyze and resolve customer account problems. Analyzed customer service representatives' work quality and provided feedback to representatives and management. Reviewed daily departmental business updates to remain informed about policy and procedure changes. Managed time and prioritized tasks to meet or exceed established objectives.

Customer Service Associate November 2001 to May 2006 PHEAA Ē Harrisburg, PA

Analyzed and responded to lender (client) inquiries. Communicated verbally and in writing with various interdepartmental contacts developed during my career at PHEAA and used all available resources to research and resolve customer account problems. Analyzed customer service representatives' work quality and provided feedback to representatives andmanagement. Reviewed updates to federal regulations. Met or exceeded established objectives. Senior Default Representative July 2000 to November 2001 PHEAA Ē Harrisburg, PA

Analyzed customer accounts and asked exploratory questions of customers via phone and email to resolve account delinquencies and mitigate the consequences of defaulting on their student loans.Tracked customer email statistics in Excel and reported to management using PowerPoint. Reported employee phone call statistics from database to management for employee evaluations. Maintained customer phone payment database and reported phone payment statistics to management using Access reports. Forwarded customer default prevention forms to the appropriate department or company to mitigate customers defaulting on their loans. Met or exceeded established objectives. Default Prevention Representative July 1999 to July 2000 PHEAA Ē Harrisburg, PA

Analyzed customer accounts and asked exploratory questions of customers via phone and email to resolve account delinquencies and mitigate the consequences of defaulting on their loans. Sales Associate August 1997 to June 1999

Zales Corporation Ē Camp Hill, PA

Develop, maintain, follow up with customer contacts. Inventory management. Shipping and receiving. Invoicing. Product display placement. Developed jewelry cleaning, repair and credit services. Participated in professional sales training.

Sales Associate November 1993 to May 1997

Kmart Corporation Ē Shamokin Dam, PA

Inventory Management. Shipping and receiving. Stayed informed about products to provide high quality customer service. Filed state and federal applications for hunting, fishing and gun permits. Maintenance and Groundskeeper Summer 1993, 1997

Pine Meadows Apartments - Selinsgrove, PA

General maintenance and groundskeeping.

Renovation Generalist Summer 1998

Twin Lakes Apartments - Harrisburg, PA

Worked as part of a team to complete a multiple phase renovation project. Managed time and materials to ensure timely completion of projects.



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