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Customer Service Microsoft Office

Location:
Cambridge, Massachusetts, United States
Salary:
40,000
Posted:
October 26, 2016

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Experience

Employment:

MIT Federal Credit Union, Cambridge MA March 2015 – Present

Call Center Representative

oProvides excellent service to our members, addresses member issues, and inquiries in a professional and timely manner

oOpen new memberships, open/close/add products and services to existing accounts (i.e. checking, savings, overdraft protection options, insurance)

oOpen and rollover Certificate of Deposits

oProcess account transfers, payments and stop payments

oProcess online applications

oProcess consumer loan applications

oProvide rate information on all Credit Union products

oGeneral account maintenance

oReconcile checks and cash drawer

oDaily balance and reconciliation of payments/deposits

oUpdate member account information as necessary and resetting passwords for accounts.

oTrained 3 new representatives in the Contact Center

oTrained 3 Temps to process online membership applications and basic duties of the Call Center

oAnswering emails from members in a time sensitive manner from Alumni, students and employees of MIT in regards of products, membership, and to their accounts.

Santander Bank, Dorchester, MA April 2014 – November 2014

Card Fraud Operations (Temporary Assignment)

oResearch and analyzes complex high risk debit and credit card transactions to identify possible cases of fraud

oInteracts with internal and external customers and supervisor to recommend and perform appropriate actions required to

mitigate losses and to provide a positive customer experience.

oMaintain and update case management system for tracking of fraud cases and relevant information.

oDocuments and evaluates results of actions to support fraud trending and reporting and ensures that best practices are followed.

oProvide exceptional service to internal and external customers, including support all branches and customer contact centers

Mortgage Master, Walpole, MA February 2013 – August 2013

Help Desk Representative

oAssisted Loan Officers, Underwriters, and Processors with challenges in opening new loans and/or applying for re-financing.

oMade sure that loans were opened in Compliance with the State loan

oHandled confidential information and enter data into the Netox System.

oPerformed troubleshooting tasks and documented issues.

oRan tests on files to correct system issues.

Bank of America, Dorchester, MA August 2010- January 2013

Sr. Customer Service Rep / Call Center Rep / Escalation Supervisor

oAssisted Managers, Banking Center Associates, and Customers with procedure, policies

account maintenance in relation to Trust, Custodian, Estate, Savings and Checking Account information.

oAccessed Bank Centers Associates systems via IP Address in order to assist them through process of opening new accounts

oHandled high volume calls on a daily basis in Call Center with variety of questions, concerns or policy and/or procedures and accounting

oCommunicated information requested from the inbound customer calls.

The Boston Globe, Dorchester, MA January 1999- March 2009

Customer Service Administrator/Classified Telephone Call Center Sales Rep.

oDelivered sales presentations in order to solicit buyers for goods or services.

oCommunicated products, services and prices to customers, along with providing information requested

oCustomized advertising or illustration proofs for customer approval.

oPrepared email correspondence or oral communication with customers to provide them with information regarding their purchase.

oWorked with several computer applications and databases to extract ad content or to investigate and adjust complaints.

oManaged high call volumes in call center for Sunday newspaper.

oEvaluated ad content to ensure that changes were made to resolve problems with ad copy.

Education: West Roxbury High School, Sullivan and Cogliano Training Centers, National Certified Medical Office Assistant, and National Certified Insurance and Coding Assistant

Computer Skills: Microsoft Office, PC platforms, Internet, Email, Outlook, SAP, Lotus



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