Customer Service Representative

ALLISON L. BATTLES

**** ****** **.; Jacksonville, FL 32204-3412

Cellular #: 904-***-****

E-mail: ********@*********.*** LinkedIn: www.LinkedIn/in/allisonbattles

Summary: Detailed oriented and customer focused professional with 30+ years of experience resolving complex customer inquiries. Passionate about building and maintaining strong customer relationships, driving company and client loyalty, along with increasing customer engagement.

Work Experiences:

Reads Moving Systems through Randstad Staffing June 2, 2022 – Present

Relocation Coordinator

Responsibilities – provide estimates/quotes to sales agents for organizations to help corporate businesses and/or families with moving their belongings from one location to another; contact shippers, drivers and/or third-party relocators for various information to update various systems with any changes regarding each relocation; and assist other departments when necessary

Freedom Mortgage January 3, 2022 – April 7, 2022

Customer Success Specialist

Responsibilities – receive, verify and document incoming and outbound calls; process customer mortgage payments; submit requests for research on escalated issues; and assist team members with any call and system issues

Coach through Randstad Staffing November 18, 2021 – December 2021

Warehouse Packer/Picker

Responsibilities – pack and/or gift wrap merchandise; scan & pick merchandise for mailing; and assist other departments when necessary

BNY Mellon March 23, 2015 – January 2021

CT Client Service Representative

Responsibilities – processed key specialized functions while ensuring compliance with all Firm and Corporate Trust policies and preferred practices; was the department’s subject matter expert for one or more processes and/or products that involved reviewing, auditing, and accounting for the payroll system; calculated, reconciled, and troubleshoot all items related to payments for accuracy; processed cash, trades, and wire transfers for debt service payments, handled compliance monitoring and client service issues along with client communications via email and fax; had the ability to coordinate with all internal shared service partners, business managers, and external parties as required; demonstrated a strong attention to detail; the ability to quickly identify and escalate problems; possessed strong decision-making and organizational skills; and the ability to take initiatives to communicate effectively with Client Service Managers, Workflow Specialists, Team Leaders, internal shared service partners and internal/external clients

Accomplishments – received “Connects The Dots” Certificate through the WOW Recognition Program, several Certificates of Achievement for completing work related courses, and recognition for 1, 3, and 5 years of Service

BNY Mellon (Contractor through Aerotek) September 22, 2014 – March 2015

Customer Service Representative II

Responsibilities - researched various computer systems for active relationship managers and customer service managers; emailed and/or called same to verify information; notified client via email or letter informing of any changes to account and assisted team members with work related issues.

Merrill Lynch (Contractor through Aerotek) February 2013 – July 2014

Customer Service

Responsibilities - provided system support to Client Associates and Financial Advisors; document system with incoming calls; and assist team members with work related issues.

Accomplishments - several 100% Call Tracking Certificates, several Best Overall Schedule Adherence Awards, several Lowest % in Call Work Certificates, several 100% Client Satisfaction Awards, 2 Team Innovator Awards

LSV, LLC October 2011 – February 2013

Customer Service (Contractor through Today’s Office Professionals)

Responsibilities - provided Dental Providers and Members with dental plan information; document system with incoming calls; and assist team members with work related issues.

Accomplishments - Highest % Call Tracking, Client Satisfaction Awards, Best Adherence

NCC Business Services June 2010 - December 2010

Customer Service

Responsibilities - opened mail and documented system of any address changes; screened and transferred calls to collectors as well as other areas; researched and updated collection accounts; scanned documents; copied files; maintained fax queue; assisted manager with special projects; and assisted co-workers with work related issues

Fortegra, Inc. DBA Life of the South March 2009 - February 2010

Claims Support (March 2009 - June 2009, Contractor through Incepture, Inc.)

Responsibilities - opened, sorted, and distributed mail for claim processing; contacted clients for missing information via phone, fax, or mail; set-up claims in AS400 and LaserVault for further processing by underwriters; and assist team members with work related issues.

Citizens Property Insurance Corporation August 2004 - December 2007

Commercial Underwriter Technician, Wind Underwriter Technician, and CSR

Responsibilities - underwrite property insurance applications; receive, make, and document calls to agents; fax via ImageRight or AS400 for missing information; assist agents with system problems; and assist team members with work related issues.

Accomplishments - Citizens Customer Service Award in 2005

Aetna US Health Care August 1999 - August 2004

NC Direct Sales Administrative Assistant, NC Administrative Assistant, Billing Premium Consultant, Plan Sponsor Specialist, and CSR for Senior Care Claims

Responsibilities as Admin Assistant - receive and document incoming calls; process enrollment kits; assist 2 Sales Managers and 2 Broker Liaisons; resolve mailbox issues; data enter enrollment changes; order office supplies; assist team members with system issues; issue and process new business insurance quotes; and assist other departments.

Accomplishments - several 100% Production & Quality Awards, Aetna Way Award in 2003 & 2004

Prudential Health Care June 1997 - July 1999

Claims Examiner/Overpayments and Data Entry Technician

Responsibilities - data enter claim information into the system; resolve system errors; recalculate claims; update member files; respond to member and provider concerns; document calls; and forward recalculation requests to claims department.

Accomplishments - Pat On Your Back Award; a promotion within a year; 100% Production & Quality Awards

Jacksonville Remote Encoding March 1997 - August 1998

Data Conversion Operator

Responsibilities - type minimum 7150 keystrokes in a 2 hour span and transform mail into codes for different cities.

Accomplishments - recognition for keying over 10,000 key strokes in a 2 hour span

Fraternal Order of Police October 1989 – March 1997

Membership Coordinator and Legal Assistant

Responsibilities for Membership Coordinator - type; file; fax; data enter membership files; notify State and National FOP of member changes; transcribe minutes of various meetings; maintain log and cash fund; set-up and disperse payroll; screen phone calls; greet and direct visitors; and assist office manager and clerk.

Accomplishments - hard worker of the year award; friendly relationship with officers

Responsibilities for Legal Assistant - type; file; legal research; run errands and schedule appointments.

Accomplishments - experience with researching information for legal cases

Skills & System Knowledge:

Type 65+ words per minute, Ten Key

Bulk mail sort

All Microsoft Products

Ability to operate various Financial Programs: Sagent, LoanServ, Account Connect, Salesforce, ACS, AIG, AVJ, ERR, Orion, PTO Tracker, WRT, Sessions, Siebel, Latitude, Legacy, ImageRight, AS400, Toolkit, Oracle, Kronos

Ability to file alphabetically and numerically

Proofreader

Ability to work various computers, typewriters, copiers, printers, and fax machines

Ability to manage a minimum of 25 employees

Completed Education:

University of Phoenix (Online)

Master's Degree in Business Management

Honors, related activities, accomplishments: 3.5 GPA

University of Phoenix (Online and Jacksonville Location)

Bachelor's Degree in Business Management

Honors, related activities, accomplishments: 3.8 GPA

ITT Technical Institute (Jacksonville Location)

Associate's Degree in Information Technology

Honors, related activities, accomplishments: 3.6 GPA

Contact this candidate