Customer Service Product Marketing
Resume:
TERI
BROWN
*********@*****.***
Round Rock, TX 78664
PROFESSIONAL SUMMARY
Highly motivated with management experience, extensive customer service and sales experience.
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• Proactive
• Great time management skills
Dynamic and creative with a successful career in product marketing, promotions, public relations, project and communications management.
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Enthusiastic and dedicated employee with high integrity, strong work ethic and great leadership skills.
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As a supervisor, broad background in operations, project and risk management. Dedicated to process improvements and staff development.
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Seasoned professional who excels in establishing excellent working relationships with customers, employees, vendors and contractors
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• High-achiever
Ambitious, determined to continually exceed expectations. Willing to take on added responsibilities to achieve desired results.
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• Very business oriented and strong analytics skills. Versatile Manager focused on team building and talent development and employee retention.
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Supervisor dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in finding cost-effective solutions to company-wide problems.
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• Experience with a business related equipment
Able to utilize computer programs and I am able to pick up quickly using new systems
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SKILLS
• Assertiveness
• Problem-solving abilities
• Multitasking
• Multitasking Abilities
Cybertex Institute Of Technology
Killeen, TX
Technical Courses: MCSE, MCSA,
Networking, A, Security Plus
Iowa State University
Ames, IA • 01/2011
Business Adm: Computer
SciCertification Database
Administrator: Computer
Administration
EDUCATION
Credit Union Financial/Technical Support - Client Member Care Center
02/2024 - 10/2024
Bank of America - Customer Service Representative
06/2020 - 03/2022
WORK HISTORY
Using a standard call model - Member voice oversight: Served as the advocate for the members pre/post regarding inquiries
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Assisted with banking and online banking inquiries and troubleshooting
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• Ensuring that feedback is central to all design and service decisions Assisted California residents with EDD benefit funds deposited for unemployment, child support and disability funds that posted in a Bank of America account
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Handle customers' financial transactions, including cashing cheques, completing money transfers and opening and closing accounts
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Record data, produce receipts and provide information on related banking products and services
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For issues reported, directed customers to the appropriate department for assistance and resolution
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Teleperformance - Supervisor
09/2016 - 06/2019
Blackboard Student Services - Supervisor
Killeen, TX • 12/2014 - 01/2016
Sprint - Finance/Collections III
Temple, TX • 09/2012 - 02/2013
Sallie Mae - Accountant
Supervised teams that assisted Medicare Members with their Medicare Advantage Insurance Policy Benefits
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• This is to include questions regarding Medicare part A, B, C & D The areas In question consist of medical, pharmacy, claims, web, vision, hearing, dental & Supplemental benefit questions
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We also took policy payments and For members that were web savvy, we offered Web assistance for those wanting to create an account or if an account was already established, walked the members through various areas &explained how to perform various functions, locate information, check the statues on items submitted for research or to be delivered Or retrieve documents
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• Responsible for Enrollment and Financial Aid Departments Monitored Call Volume and worked with WFM To Ensure The Department Was Sufficiently Staffed
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Worked Closely With The System's Team To Ensure All Department PCUs And Applications Worked Properly and all application updates were complete and compatible
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• Reviewed/Updated/Approved Payroll
Met with senior management to inform of the department's status and informed of all important updates pertaining to daily business
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Submitted Daily/monthly/quarterly Staffing Reports For Management
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• Administered Monthly Feed Back, Bi-yearly And Yearly Reviews
• Maintained Employee Records
Attended HR Meetings With Staff Members Regarding Confidential Concerns
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• Conducted Interviews
• Assist Students with any escalated concerns
• Traveled when required
Provided Administrative Support In The Payment Processing And Collections Process
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Prepared Outstanding Accounts Reports And Gathers Credit And/or Reference Information
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Maintained Database By Entering, Updating, And Retrieving Data, As Well As Formatting And Generating Reports
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Maintained Records On Credit Risks, Delinquent Accounts, And Incomplete Files
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Assisted In Resolution Of Outstanding Invoice Problems From Past Due Accounts
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Responded To Inquiries From Customers Or External Collection Resources
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Placed Calls Or Sent Messages To Customers Regarding Collection efforts
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Exercised Independent Judgment In Obtaining Payments, Issuing Garnishments And Extensions
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06/1984 - 08/2011
Sallie Mae - Service Coordinator
Killeen, TX • 06/1984 - 08/2010
Sallie Mae - Account Support Executive
Killeen, TX • 06/1984 - 08/2010
Sallie Mae - Supervisor I
Killeen, TX • 06/1984 - 08/2010
Accountable For Daily And Monthly Electronic Fund Transfers, Generic Check Reconciliation Reporting
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Provide Technical Expertise And Guidance To EFT/Generic Check Staff, Analyze Funding And Report Any Discrepancies
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Compile And Develop Special Reconciliation Reports To Management And Recommend And Implement Procedures To Control Workflow Between The Unit And Other Departments Of The Center To Facilitate Improved Servicing Procedures
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Traveled Between Centers To Cross Train Staff On Reconciliation And Finance Actions And Procedures
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Managed Assigned Schools To Ensure All Transmissions, Disbursements And Other Functions Between The School And Sallie Mae Ran Smoothly And Efficiently
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Assisted With Accounts Or System Issues And Followed Through Until Resolved
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Held Conference Calls To Ensure Sallie Mae Met The Customer's Expectations
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Lead Calls For Upcoming Projects, System Enhancements To Discuss Flows And Ensure All Areas Were Covered Properly
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Documented School's Process Flows To Ensure That Maneuvering Was Efficient And Easily Understood
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• Identified Loop Holes And Provided A Resolution
Monitored File Transmissions For Enrollment Updates To Avoid Potential Issues
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Attended Meetings With Management To Keep Them Informed Of All Activities That Took Place With Our School Customers
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Team Leader For Corporate National Schools Supported Sales And Marketing With High Profile Clients And Corporate National Clients
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Documented School's Process Flows; Offer Suggestions To Improve Efficiencies
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Reviewed Products That Would Assist Clients With Daily Responsibilities
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Provided Our Marketing Team Details To Present During The School Visit
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Worked With Electronic Services And The Web Development Team To Create Customized URLs And Web Pages
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• Assisted With Several Projects To Strategize For Sale's Growth Reviewed Customer's Web Pages To Ensure all functions worked properly and were up to date
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Maintained School's Profiles On Our Internal Systems And Offered Suggestions For Improvement
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• Traveled When Needed
Supervised A Specialized Research Team, As Well As, staff members that assisted several colleges throughout the US
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• Monitored Call Volume To Ensure The Department Was Sufficiently Staffed To Maintain Department Standards
Submitted Daily/monthly/quarterly Staffing Reports For Management
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• Total View And Center View (staffing Software)
Worked Closely With The System's Team To Ensure All Department PCUs And Applications Worked Properly
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Participated In Major Product Roll Outs, All Seasonal Updates And Ensured Staff Received Appropriate Training
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• Administered Monthly Feed Back And Bi-yearly And Yearly Reviews
• Maintained Employee Records
Attended HR Meetings With Staff Members Regarding Confidential Concerns
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• Conducted Interviews And Selected New Employees
Assisted With Training Newly Implemented Products, Regulations and System Applications And Programs
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Assisted With Department Budgeting And ABC Reporting To Ensure The Department Was Staffed Appropriately
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Reported Issues To Management That Were Repetitive Or Idiosyncrasies That Our School Customers Experience Daily
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Department contact for Electronic Services - Electronic File transmissions; Finance - Move Money Systematically Or Manually
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