Customer Service Data Entry
Resume:
EVITA P. WILLIAMS
Phoenix, AZ 85042
Cell: 602-***-****
**********@*****.***
SUMMARY
An enthusiastic, self-motivated, customer service professional with diversified experience in the Customer Service arena. Recognized for strong communication and multi-tasking skills, proven ability to exceed customer expectations. Astute problem-solver who works well independently with little supervision as well as in a team environment and contributes effectively to team goals.
SKILLS
Mastery skills in Microsoft Word, Excel, Outlook, PowerPoint, Trapeze, Citrix, Siebel, Toggle, Microsoft Windows format, Data Entry, Multi-line phone system, Typing: 45 WPM, 10 key by touch, SDS system
PROFESSIONAL EXPERIENCE
Client Support Fiserv BAC online bill pay 2022-2023
● Receive calls from customers wanting to place stop payments on checks.
● Make calls to merchants regarding payments not received on time.
● Fax and mail proof of payments to customers and merchants to provide proof when payment was made.
● Navigate customers over the phone how to add merchants, cancel payments, and setup auto payments
● Maintaining 1 and under for KPI while keeping handle time at 92% and up
Students Records Processor UEI 2021-2022
●Comply with applicable federal and state laws regulations, accreditor standards, and institutional policies and procedures
●Process all transfer credits
●Review all LOA/ITR (Intent to Return) requests to ensure compliance with all regulatory requirements
●Performs any grade and attendance changes with appropriate documentation
●Processes re-entry students and schedule
●Completes roster and attendance posting quality assurance audits
Social Payments Fiserv 2021-2021
●Receive calls from customers regarding restricted holds, suspensions on accounts
●Walk customers through how to verify phone numbers and email address for enrollment completion for popmoney and zelle support
●Transfer customers to the correct department to have suspensions removed
●Create cases to verification team to have holds removed from customers profile
Client Support Fiserv BAC online bill pay 2020-2021
●Receive calls from customers wanting to place stop payments on checks.
●Make calls to merchants regarding payments not received on time.
●Fax and mail proof of payments to customers and merchants to provide proof when payment was made.
●Navigate customers over the phone how to add merchants, cancel payments, and setup auto payments
●Maintaining 1 and under for KPI while keeping handle time at 92% and up
PRD Mod SuperShuttle International Inc. (Transdev) 2016-2019
● Ensure that all dispatchers fulfill the obligations of their job description.
●Ensure the dispatchers are displaying the maturity and professionalism that is expected.
●Monitor activity on the Business Manager to ensure that dispatchers are responding to inbound calls promptly.
●Notify all appropriate management personnel of all incidents and accidents.
●Conduct on-going training to ensure dispatcher compliance to company needs.
●Ensure all cities are continuously maintained (coordinates breaks and assigns replacement personnel as necessary).
●Receive calls from passengers to book reservations and process credit cards for payments.
PRD Dispatcher SuperShuttle International Inc. (Transdev) 2016-2016
●Route all reservations for San Francisco Bluevan and Execucar, Los Angeles Bluevan and Execucar, Ontario, San Diego Bluevan and Execucar, Washington, Florida, Cleveland, and Phoenix or where the need of the business calls for.
●Communicate with GSR’s at John Wayne, Los Angeles, San Diego, and San Francisco airport regarding prearranged cancelled and walk-up reservations.
●Prepares reports on all activities occurring during shifts and report to manager on duty at the end of the shift.
●Train dispatchers on Windows and general computer knowledge and SDS system to operate the business and to adhere to all of the cities procedures and policies
●Acting (MOD) Manager on Duty when needed for call offs and vacations.
●Receive calls from passengers to book reservations and process credit cards for payments.
CRD Manager On Duty (MOD) SuperShuttle International Inc. (Transdev) 2015- 2016
● Oversee the dispatch function and staff who handle same-day customer issues.
●Ensure that all dispatch functions are performed efficiently and accurately.
●Monitor and ensure that all service providers cover all scheduled runs with drivers and appropriate vehicles.
●Create and maintain schedules to ensure that available staff will provide the coverage needed.
● Identify and investigate all performance issues and resolve them according to proper protocol.
● Receive calls from passengers to book reservations and process credit cards for payments.
CRD Dispatcher SuperShuttle International Inc. (Transdev) 2014- 2015
●Ensure on-time performance and optimum utilization of vehicles by efficient routing based on scheduled times and pick-up locations.
●Communicate with customers, operators, dispatchers and management team to ensure the smooth running of the dispatch office.
●Route all reservations based on scheduled times and locations.
●Make sure routes are put together in a clean and tight fashion so operators are running on time.
●Receives incoming calls from customers, hotel staff, internal sales staff, etc., for new reservations, check with airport staff on estimated arrival times in a professional manner.
●Adhere to all city’s policies and procedures.
●Inform lead and operation managers of all unusual situations as they occur.
Senior Dispatcher MV Transportation (Pace Para Transit) – Niles, IL 2011 – 2013
●Report to Operations Manager with daily communication and interaction with drivers
●Organize and conduct activities to assure a safe and cost-effective day
● Maintain OTP and productivity
●Track and report sign-in/sign-out times for operators
●Assure routes are timely, and communicate service issues to Lead or Operations Manager
●Take calls from clients and communicate issues with drivers
●Assigned duties to employees to insure accurate coverage
●Assigned vehicles, radios and manifests to drivers
●Notated all attendance issues and reported them to Operations Manager
●Rescheduled trips when time allowed
●Supervised dispatchers and drivers when manager was not present
●Trained dispatchers on Trapeze System which entailed keeping OTP maintained as well as keeping watch on the drivers
●Monitored radios and phones
●Communicated with maintenance department to assure vehicles were equipped to go out on the road
Scheduler MV Transportation (Pace Para Transit) 2007-2011
●Scheduled approximately 1200 transports per day for north suburbs, north side of Chicago to the south side of Chicago to appropriate routes.
●Put together groups on special and assigned vehicles.
●Communicated with reservationist to book the correct times and to terminate times in order for client to get picked-up on time and/or within a 20 minute window
●Developed a strong, uplifting attitude with co-workers and drivers
● Kept OTP at a 93% or above.
●Maintained a 1.5 or more in productivity
●Maintained overtime for the drivers
●Kept excellent communication between the reservationist and the dispatchers
Customer Service/Sales Support Professional Empire Today - Northlake, IL 2004- 2006
●Handled incoming calls from installers during installation
●Responded to sales representatives calls for deposits and account information on financing
●Verified account information and entered all information into computer database for set-up of the account
●Received recognition from company for call handling time and customer satisfaction by utilizing my active listening skills and excellent follow-up and response time
●Find and contact clients to ask about their overdue payments.
● Take actions to encourage timely debt payments.
● Process payments and refunds.
● Resolve billing and customer credit issues.
First Contact Specialist Empire Today - Northlake, IL 2003-2004
●Handled incoming calls from customers seeking estimates for Home Improvement products
● Inputted data into the computer system
●Promoted sale of products by up-selling and closing the sale of flooring, windows and gutters
●Documented appointments between installers and sales representatives
●Put together the quotes for the products customers requested
●Reported all quotes, sales information to sales manager for follow-up as needed
EDUCATION
Benjamin E. Mayes, Chicago IL
Letters of Reference and Recommendation are available upon request
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