Customer Service Representative

JAMES P. HARNEY

*************@*****.***

Palmetto, FL 34221 linkedin.com/in/jim-harney-37-941-***-****

SUMMARY

A motivated and dedicated office professional with 20+ years of customer service and data intake experience in an array of industries including mortgage insurance, pharmaceuticals, financial services and telecommunications. Process oriented with experience in data entry, financial analysis, review of retirement accounts and telemarketing. Adept at working under pressure in fast paced environments. Strong communication skills along with ability to build relationships to maximize productivity. Comfortable dealing with all levels within an organization. Technical skills include MS Word, Excel, Sales Force and OnBase.

PROFESSIONAL EXPERIENCE

Cool Today, Sarasota, FL June to August 2024

Customer Service Representative (temporary position)

Answered high volume of incoming calls from existing and potential customers.

Provided information on and actively promoted Company products and services.

Schedule service appointments in a timely fashion.

Took payments and updated customer's accounts.

Respond to email inquiries and placed outbound calls to customers.

Expedite unresolved customer grievances.

WastePro, Sarasota, FL February 2023 to May 2024

Customer Service Representative (temporary position)

Answered approximately 100 incoming calls per day.

Assisted existing commercial and residential customers in resolving issues.

Provided service quotes for new customers.

Established customer accounts by negotiating and documenting service type, pricing, billing, and other required information.

Communicated concise and accurate information.

Provided/ensured customer retention by providing high level customer service and offering alternatives to cancellation request through understanding of customer needs, issues, and requests.

Identified opportunities to cross sell additional products and services. (Lock bars, casters, gate fees, etc.)

Interacted with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.

Served as the customer's advocate by solving problems on the customer's behalf and by engaging the right department and people within Waste Pro.

Supported other service lines when required.

Used Tower system to gather information, provides information, and/or update customer records.

Myco Trailers LLC, Bradenton, FL January to August 2022

Front Desk/Office Assistant (temporary position)

Responsible for answering phones, (approximately 30 per day), and greeting visitors.

Performed multiple data entry functions, including the creation of purchase & sales orders, invoices, entering bills, and processing customer credit card payments.

Created VIN Labels, Tire & Loading Labels, and Manufacturer’s Certificate of Origin, (“MSO’s”), for each new trailer manufactured.

Interacted with both customers and vendors - via both telephone and email - regarding queries on receipt of shipped products, invoice discrepancies, and reviews of monthly statements.

Acted as point person for the resolution of payment of past accounts receivables/aging.

Matrix Medical Network, Largo, FL March to July 2021

Members Relations Representative (temporary position)

Made 250 + outbound calls daily to members/potential patients on behalf of a variety of Health Insurance companies.

Overcame health plan member’s/patient’s objections to secure appointments.

Scheduled members/patients for in-home or tele-health visits with a licensed medical professional.

Gathered details from the member/patient regarding surroundings, directions, and specific health related details, to help the medical professional conduct the in-home visit.

Created after action report on in-home visit.

NAVIENT-Pioneer Credit Recovery, Inc., Moorestown, NJ February to August 2020

Customer Service Representative

Effectively communicated with taxpayers on behalf of the State of New Jersey, on qualifications and guidelines related to the Property Tax Relief programs. Answered questions from taxpayers related to filing deadlines, eligibility, and on how to file applications.

Maintained an acute understanding of all Property Tax Relief programs and eligibility requirements.

Insured taxpayers' non-public information is kept secure and confidential.

Deescalated frustrated or angry taxpayers and provided verbal support to move the call to solution.

Tactfully problem solved to achieve desired results using decision-making skills.

Assisted taxpayers with calculating taxable and non-taxable income.

Willis Towers Watson, Marlton, NJ July to November 2019

Benefits Customer Service Representative (temporary position)

Provided a high level of customer service support when handling customers’ questions/complaints in respect to health and welfare plans.

Handled confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements. Collected relevant information to determine the immediate requests/questions and also anticipate the future needs of the member.

Proficiently translated health and welfare terms, complex plan information and processes into simple explanations and instructions that customers could understand and act upon.

CENLAR – Central Loan Administration and Reporting, Ewing, NJ March to June 2019

Call Center Representative (temporary position)

Handled inbound and outbound calls in a fast-paced, structured environment in an efficient, professional and courteous manner. Provided first call resolution and root call analysis to inquiries relating to mortgage servicing, payments, escrow analysis, insurance, tax and default.

RADIAN GROUP, INC. Philadelphia, PA 2011 to 2018

Enterprise Content Management (ECM) Representative (2017-2018)

Identified and indexed 200+ batches of incoming loan documentation daily for 100+ underwriters.

Consolidated like-documents to ensure ease of review by underwriters.

Intake Specialist (2014-2017)

Performed intake functions, including uploading and indexing documentation; ensured completeness of loan submissions.

Assured data entry into each of three Radian systems.

Document Management Associate (2011-2014)

Reviewed and identified mortgage documents that were uploaded to Radian’s document repository to be utilized by the Underwriting team.

TEMPORARY POSITIONS 2008 to 2011

VANGUARD, Malvern, PA 2007 to 2008

Client Relationship Associate

Responded to telephone requests regarding fund and account information, legal requirements, processing procedures, and general investment needs.

Provided strong knowledge of Vanguard funds, financial markets, relevant legal, tax, and regulatory issues, as well as asset allocation models and retirement programs to investors.

VWR INTERNATIONAL, West Chester, PA 2005 to 2007

Customer Master Data Specialist

Coordinated workflow for all customer account set up and maintenance for this $3 billion global scientific products distributor.

Evaluated all incoming requests for completeness and assigned to staff for execution.

Established and maintained metrics on work request volume, distribution and category.

Researched prospective customers through web sites and interaction with internal VWR Credit, Tax, and Regulatory departments.

THE UNIVERSITY OF WASHINGTON, Seattle, WA 2002 to 2004

Fiscal Specialist 1

Responsible for the analysis and resolution of invoice and payment discrepancies, including the reconciliation of vendor statements and University accounts.

Processed vendor invoices for payment and resolved all customer inquiries.

SPRINT, Princeton, NJ 1996 to 2002

Sales Implementation Specialist 1 (1998-2002)

STAR Accounts Representative (1996-1998)

Partnered with Sprint Sales, Sales Support, Order Management, Translations, Provisioning, Customer Premise Equipment and Layer Service Center groups to ensure timely completion of departments’ responsibilities for each order.

Managed 60+ mid-market commercial accounts in the Sprint Business Service Group.

Installed new switched services and performed systems maintenance and updates to existing customer services.

Team Service Material Expert in toll free services, resolving escalated toll free issues.

EDUCATION

BA, Social Studies, Saint Francis College, Brooklyn, NY

LICENSES

Series 6 and Series 63 (inactive)

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