Customer Service Data Processing
Resume:
**********@*****.*** **** West Tioga Street
Apt *C
Philadelphia, PA 19140
Cell 267-***-****
Home 445-***-****
Eastern Standard Time
Julio Mervant Rivera
Summary
Dynamic and results-oriented professional with extensive experience in customer service, tax assistance, and insurance policy coordination. Proven track record of resolving complex issues, enhancing customer satisfaction, and streamlining processes for efficiency. Skilled in data processing, policy analysis, and providing comprehensive support across various sectors including government, insurance, and banking. Committed to levering expertise to contribute to the organizational success.
01/16/2024 – 03/5/2024
Internal Revenue Service, 2970 Market Street, Philadelphia, PA 19104 267-***-****
ACS Service Representative-40 Hours / Week
Taxpayers call in to get assistance with their balance due accounts and returns. You must verify their identity by asking them questions, their name, address and Social Security Number. All details must be correct before you can assist them.
Once their account is up and running. You ask them how may I help you today? The taxpayers ask you questions and want to know why and how they owe in the years that are listed on the letter that they received.
You then explain to them why and provide them with the details of how and why they owe those years. They can either pay in full or they can be set up for a payment plan and you must explain to them that the balance(s) accrues interest. So, the quicker the taxpayer can pay it off, the better.
Processed ACH Deposits from the client’s bank account(s) to pay off their balance and/or to set up a payment plan.
08/01/2021- 11/10/2021
Inspiritec Incorporated, 340 North 12th Street, Suite 200,
Philadelphia, PA 19107 215-***-**** (Remote)
Triage Customer Service Representative-38 Hours / Week.
Pandemic Unemployment Assistance Program (Remote)
Reviewed claimant files to verify if they qualified for PUA payments. They must provide documents uploaded into their portal that they were laid off from work due to the pandemic. All documents must be submitted and approved before they can receive benefits. Those documents must be seen and verified by a client service representative to be truthful with signatures by the claimant.
03/19/2021 – 07/30/2021
Unemployment Compensation Program Representative
(Remote) 38 Hours / Week
Claimants call in to indicate that they are having problems receiving their Unemployment Compensation Benefits. First, you must resolve the issue and explain to them why they are having that issue. If you cannot resolve the problem. You then provide them with a ticket number and inform them that a UC Specialist is going to contact them to clear the problem.
09/22/2014 - 10/27/2016
City of Philadelphia, 1401 John F. Kennedy Boulevard, Philadelphia, PA 19102 215-***-****
Department of Streets
Semi-Skilled Laborer, Street Repairer / Snow Remover-40 Hours / Week
Street milling and repaving to produce a new layer of surface asphalt to the roadways. Line stripping and marking of roadways to provide visible guidance to drivers and pedestrians.
Operator of snow and ice removal equipment and salt dispensers. Proficient in the use of pneumatic power and hand tools for spreading asphalt and road building materials and inventory control.
03/29/2010-09/28/2010
AON Affinity Financial Corporation 215-***-****
1100 Virginia Drive, Fort Washington, PA 19034
Policy Coordinator – 40 Hours / Week
Serviced comprehensive and affordable malpractice insurance for nurses, practitioners, clinical nurse specialist, certified and registered nurse anesthetist and students. Insurance verification and handled HIPPA misconduct and abuse cases.
Provided 24/7 coverage to defense attorneys. Provided coverage to include worldwide, portable cosmetic procedures and personal liability coverage, defendant expense benefits, license protection, personal injury, medical payments and assault coverage, damage to property of others, first aid expenses, disposition representative and coverage for educational and consulting services.
02/04/2007-08/05/2008
Catalyst 360
Wilmer Road and Business Center Drive, Horsham, PA 19040 215-***-****
AARP Medical Plans Processor – 40 Hours / Week
Processed changes to existing policies. Described medical terminology. Upgraded policy holders to new policies. Cancelled out policy provisions due to the death of a policy holder. Handled insurance verification and assisted clients in choosing between a Medicare Complete or a Medicare Advantage Policy based on whether the client was living independently or in a nursing facility.
11/22/2004-10/24/2006
Bank of America, 550 Blair-Mill Road, Horsham, PA 19040
Customer Service Representative-40 Hours / Week
Handled all bank account services. Performed balance transfers, issued new credit cards and provided complete and accurate information. Informed customers of any bank specials and events via public media sources. Handled billing and invoices. Audited incoming and outgoing calls to track call quality and handle time.
Processed ACH Deposits to pay off credit card balances and offered new credit cards with a low interest rate if they qualified for the offer after a credit check.
United States Navy, October 1980 / November 1985
Data Processing Technician; Petty Officer Third Class
Top Secret Security Clearance, Disabled Veteran
Honorable Discharge
Operated large and small Univac and IBM computer systems. Operated 10 key machines for payroll services and payment processing. Wrote computer programs in Fortran, RPGII and Cobol.
Responsible for the development of the Navy’s manpower divisions for the placement of all enlisted ranks and commissioned officers for sea and shore.
Education:
Drexel University: Computer Science; 186 Credit Hours
Bishop McDevitt High School: Graduate 1980, 2nd Honors
9/1977 – 6/1980 Graduate
Cardinal Hayes Memorial High School for Boys
09/1976 – 06/1977
Montgomery County Technical and Trade School
Data Processing Technology, GPA 4.0: 9/1978 – 6/1980
Software; MS Word, MS Power Point, MS Excel, MS Office, MS Outlook, Skype, Google Docs, Google Suite, Conflict Management
Customer Relationship Management (CRM)
Typing skill; 40 WPM
Professional References:
1. Nick Mendillo; Manager, *********@**********.***,
2. Mary Berry-Shields; Manager, ****.*****-*******@**********.***, 215-***-****
3. Jeanine Ferguson; Project Manager, *******.********@**********.***, 267-***-****
The reason for the gap in employment history from 10/2016 to 03/2021 is from being injured. I spent 2.5 months in a hospital. Then I was admitted into a nursing facility until 12/2020.
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