Customer Service Representative
Resume:
RACHEL FOUNTAIN
Goal: to obtain a full-time position which enables oneself to financially support one’s disabled veteran husband and two children till they leave home after graduating spring of 2024; an environment which allows oneself to be there for one’s family when necessary & flexible enough to allow oneself to fulfill one’s responsibilities at work, if needed make up time or set schedule which allows for balancing home & work-a good working/life balance.
I am willing to discuss other options to accommodate the company’s needs. Not afraid of some over time and certainly willing to learn more.
Contact
PHONE:
EMAIL: ************@*****.***
EDUCATION
Hudson Valley Community College EOC
30 Russell Road
Albany, NY 12206
5/97 – 5/98
Graduated 1998 Keyboard Specialist
Colonie Central Highschool
1Raider Road
Albany, NY 12205
9/93 – 9/95
Finished senior year on honor role, & of course graduated; came in 3rd place for State wide competition for Future Business Leaders of America in Math division autumn of 1994. (Started high school in autumn of 1994 in Niskayuna, NY.)
Registered Tax Return Preparer
Certificate through IRA, on file at H&R Block from Jan. 4, 2013
Test results in candidate’s briefcase.
AMP (Applied Measurement Professionals, Inc)
Assessment Center Proctor/Supervisor Certification on record with H & R Block; copy of test assessment in candidate’s briefcase.
WORK EXPERIENCE
Pentagon Federal Credit Union-Customer Service Representative I
4/24/2017–1/6/2023
502 Fortune Dr. Papillion, NE 68046
Service Team Lead-NE3C: Serena Cowgill
Receive calls for transferring funds-ach, wire, western union; make payments on credit cards & Mortgages; process disputes for debit card or credit card, transfer calls to departments when necessary for reporting fraud (send a notice to fraud department of the fraud activity & notice to card operations to expedite new card due to fraud), accessing mortgage consultations or mortgages for existing mortgages, send to falcon when card is locked (yet charges are legitimately the member),assist members with on line issues: when they are locked out, need assistance creating their on line account; create new accounts, help members apply for loans & credit cards. All while following protocol for verifying members for security purposes (security protocols change over time-so required to access system for reviewing regularly. Sometimes we get complaints, when I can, I try to diffuse the situation & assist the members for resolving their problems.
Cabela’s-Cash Office Personnel
9/13–3/21/17
One Cabela Drive
Sidney, NE 69160
Manager: Sandra Lappe
Counted out cash for putting in registers each day, balanced out registers from previous day, reported balances in Cabela’s program system using an excel spread sheet which we put in if it balanced, deficit, or overage-reviewed which people may have caused overage/deficit referring to a dos program which regularly tracked personnel were on which register, what time & what transactions they were on (most times we could verify what transaction the error was made even); as the main fulltime cashier-I would maintain the office (cleaning, updating bags to make sure #s were legible, dealing with lost items: wallets & other things); we also maintained the funds from games & coin press.
-Started as a cashier for the first 2 years.
H&R Block-Tax Professional (Office Manager a couple years)
11/12–04/16
4841 L Street
Omaha, NE 68117
District Manager: Mike Finck 402-***-****/816-***-****
As a tax professional it was my responsibility to follow due diligence reporting taxes. Verify customers identity, following tax laws for reporting taxes. We all pitched in to keep the office clean; more importantly is keeping tax records secure at all times (locked up in files or drawers when we weren’t working on them); Maintaining credentials for doing taxes.
As the office manager I attended district meetings once a week reporting our progress. Followed up on tax professionals progress & guided them as to how to improve performance as well as doing performance reports.
We all assisted in taking calls, setting schedules, making reminder calls for appointments, and for a time our computer system was so old that I would have to update the server in the back office for us. I had to set up schedule for employees as well based on their availability, set appointments, & changes for personal emergencies. Processed payroll hours for employees too.
(Compass was used for maintaining credentials and processing employment documents each season.)
Motherhood Maternity-Sales Associate
12/96-01/98(Colonie Center mall in Albany, NY Under Sundae Milkoe)
09/00-06/01
750 E. Citadel Dr.
Colorado Springs, CO 80909
Manager: Sandy Morse
http://motherhood.com (still waiting on reply from site for active HR phone number)
Maintaining a Unit per transaction of 5.0 was the standard when I left, we helped inventory (incoming, outgoing, & shrink methods), greeted customers, assisted in the process of trying on clothes, finding the right size for the duration of the pregnancy, rang register, balanced drawer, inventory, reported morning deposit in drawer & evening deposit for bank. Secured the safe at all times, cleaned, tagged clothing when there were price changes, put sales signs up during sales.
Aetna Dental-Customer Service Representative/Clerical
(formerly Prudential Dental when I first started working there)
10/98-01/00 (CSR) & 01/00-06/00 Clerical
15 Columbia Circle
Albany, NY 12205
Manager: Rick Stacks
888-***-****(says CVS HR)
Assisted in calls for sending directories for those that were using our plans; took calls from dental offices on how to code for billing for us (been a long time, so those codes are no longer memorized, but wouldn’t be hard to relearn), sometimes I did overtime helping the mail room until that department was disbanded.
Norrell-Clerical
03/98-10/98
110 Wolf Road
Albany, NY 12205
Manager: Linda Burns
518-***-**** (number not in service-temp agency no longer exists)
Start with this temp agency under Prudential Dental which hired me fulltime as it merged with Aetna Dental. Did one other job for them assisting with payroll at Albany Medical Center one month (they used a dos program)
Macy’s-Sales Associate
06/96-10/96
1 Crossgate’s Road
Albany, NY 12203
Manager: Kathy Klompas
*********@*****.***
(no given number to verify employment)
Traditional cashier duties, register, tag merchandise, update sales tags, assist member, inventory & maintain clean area.
Sear’s-Sales Associate
11/95-6/96
Colonie Center
Central Avenue
Albany, NY 12203
Manager: Laurie Sasjen
www.88sears.com
(no given number to verify employment)
Traditional cashier duties, register, tag merchandise, update sales tags, assist member, & maintain clean area.
Teresian House-Resident Assistant
7/94-9/95
200 Washington Ave. Ext.
Albany, NY 12203
Director Of Nursing: Lyn Gagnon (she is retired now)
518-***-****/teresianhouse.org
Change linens, assist residents to/from dinning room, assist feeding residents, when done early with routine work, then I would spend time with some residents.
Skills:
Sales Associate-handled POS, office shipments/inventory, customer service, and sales of course.
40 words per min
Office Procedures/Offices Management
Payroll/bookkeeping/scheduling
Oversaw multiple subordinates
Proficient in Lotus 1-2-3/Access/Excel/Word/AS-400/Kronos/Oracle-Peoplesoft
REFERENCES:
Robin Barnotti 402-***-****; Worked together at Pentagon Federal Credit Union for 4 years; her husband was my husband’s superior officer in the AirForce.
Judy Circo 402-***-****; worked cash office at Cabela’s with her. Continue to keep in touch via Facebook.
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