Customer Service Data Entry

MICHAEL THORNTON

** ******** ****, **********, ** 08088 609-***-**** **********@*****.***

OBJECTIVE: Seeking interesting new challenges working remotely from home.

PROFILE: Experience in working remotely full-time from home for over 3 years.

High personable performer in data entry, claims entry, case entry, customer support, and problem solving.

EXPERIENCE:

Three Months Duty Officer Trainee, Red Cross SEPA Region, Philadelphia, PA, receives local disaster event

notifications, evaluates notifications and determines Red Cross response, is single point of contact for the

on-scene DAT Disaster Action Team responders, monitors safety of DAT members, monitors and

supports DAT members, facilitates notifications and escalations to regional leadership, uses

Red Cross Respond proprietary software to manage and track all key aspects of the event response.

Part-time volunteer working various shifts and working remotely from home

Ten Years Case Filing Specialist, American Arbitration Association, Voorhees, NJ, the industry leader in arbitration

and mediation services. Review new case filings for compliance with minimum filing requirements. Communicate with parties to cure incomplete filings including missing payments. Enter new cases and account and contact information into propriety case management system following established policies

and procedures. Once all requirements are met, apply payment of filing fees and assign cases to

appropriate case manager. Case workload included: Commercial, Construction, ICDR – International,

Cruise Line and High-Profile cases. Member of AAA Innovation Team.

Nine Months Data Entry Clerk, Contemporary Staffing Solutions, Voorhees, NJ, Scheduled for a short-term

assignment with the American Arbitration Association office which is coordinating the State of NJ Sandy

Mediation Program, interface with policyholders, to facilitate mediation between policyholders with open

or unresolved Storm Sandy related claims, and their insurance companies.

Five Years Volunteer, Platelet Ambassador, Red Cross Penn/Jersey district; attend community blood drives

to recruit regular whole blood donors to sign up and donate platelets for cancer patients.

I also make apheresis platelets donations and granulocytes white blood cells donations as needed.

Eighteen Package Handler, FedEx, Lawnside, NJ. A leading provider of delivery services. Follow processes

Months to safely remove target packages from a moving belt, then read, sort, scan, lift and place packages,

onto the proper delivery trucks, while placing said packages in the correct assigned shelf position

by zip code, with accuracy rate greater than 99%. Part-time position.

Five Years Business Analyst/Estimator/Account Manager/Data Coordinator, Quadriga Art, Pennsauken, NJ.

A leading provider of Direct Mail services for Non-Profit and Profit clients.

Business Analyst and Estimator: determine cost and project profit and gross margin for each prospective

mailing package. Generate monthly and year to date monthly Excel files that broke down financial

details including: gross profit, client financial trends, by each client, by each premium, by company division,

by company region, company trends, top 10 clients, bottom 10 clients. Review all jobs each month,

investigate and report back to top management, including the company owners, all jobs that fell below

acceptable GM%, and jobs where initial financial reporting indicated higher than normal GM%.

Account Manager: interface with clients and manage the client's projects, as they process from art and

copy stage to live signoffs. My largest client was CHOP – The Children’s Hospital of Philadelphia.

Data Coordinator: responsible for the entire data process: data retrieval, data hygiene, coding jobs in

Lotus, live signoffs to client. Coordinate with HK programmers to ensure data processing is correct.

Excel: VLookup, Filtering, Subtotals, Macros. Power Point. Word. File Transfer. Mozilla Firefox.

MICHAEL THORNTON

Two Years Computer Operator, Open Solutions, Cherry Hill, NJ. A leading provider of outsourcing solutions

for the banking and financial services sector. Work on site 3rd shift in their IT center; executed nightly

batch processes/backups for 9 system environments displayed on 18 consoles. Perform documented recovery

procedures for systems, applications, batch and environmentals. Appworx, Networking, File Transfer, System

Monitoring, CICS, JCL, SNG, AFD Admin, PCS, VSE, VM, VOLLIE, DYNAM, FAQS.

Five Years Programmer Analyst, Computer Aid Inc, Wilmington, Delaware.

Client: DuPont, a Fortune 100 Chemical company. Provided support & executed processes for proprietary

mainframe applications related to product, sales and financial reporting data. CICS, DB2, COBOL, JCL

Client site: Merck, a Fortune 100 Pharmaceutical company. Executed processes for proprietary

mainframe applications related to sales, market and financial reporting data. Executed processes

and jobs to transmit mainframe data to Oracle tables via UNIX. DB2, COBOL, JCL, File Transfer

Client site: Rohm & Haas, a Fortune 200 Chemical company. Provided development & support

for proprietary order to cash and financial applications including fixed assets and research project

costs systems. Performed data extracts & data conversion of legacy data to SAP. Business Recovery

Coordinator for a 25-member IT support team. Coordinated several DR tests with over twenty applications

testers in NAR and ER. Represented support Team at IT BR planning and lessons learned review meetings.

Coordinated Y2K Testing and support for Y2K turnover. 24 x 7 on call support escalation for production

support break/fix issues. IDMS, VSAM, CICS, COBOL, ADS/O SAS, JCL, DB2, SQL, IBM Utilities, EDI

Three Years Hotline Team Leader, Computer Aid Inc, Wilmington, Delaware.

Client site: Rohm & Haas, a Fortune 200 Chemical company. Managed Second Level Support

Hotline Team. Resolved requests for general order fulfillment and pricing applications with

emphasis on customer relations and problem-solving skills. Served two years as Hotline Team Leader,

trained five new associates on Hotline process and client’s applications. 24 x 7 on call support,

escalation for production support break/fix issues. IDMS, VSAM, CICS, COBOL, ADS/O, SAS, JCL,

DB2, SQL, IBM Utilities, EDI, File Transfer.

Two Years Customer Service Representative/Accounts Receivable Review, Frankford Health Care System,

Philadelphia, PA. A Physician billing group for the 200 doctors affiliated with Frankford Hospital.

Resolved customer questions and issues; reviewed patient accounts; contacted health insurance

companies for payment, reviewed and documented charge codes, expedited medical claims payment.

Eight Years General Manager/Operations Manager, Fat Tuesday Restaurants, Baltimore and Philadelphia.

Managed two store locations with combined sales of $ 1.7M. Hired, trained, and supervised nine

managers and staff of forty employees. Fully responsible for operations, payroll, and bottom-line profit

and loss for both stores. Increased profits by doubling sales within four years without increasing staff size.

Five Years Confidential Assistant to the Comptroller/Budget Examiner, Office of Management and Budget

County of Camden, NJ. Prepare and monitor annual $175M budget; Budget Liaison to Public Works

Administrator, Court Administrator and Hospital Administrator. Conducted special projects

and composed correspondence for the Budget Director and the County Administrator. Prepared County wide

expenditure monitoring programs and expenditure projections.

Two Years Acting Director of Ancillary Services, Managed Camden County Insurance Office, with budget of

$7M and five full-time employees. Managed County insurance operations in General Liability, Property,

Fleet Bonds, and Workers’ Compensation. Coordinated the County’s self-insured hospitalization, prescription

and dental plans for 3,400 employees. Coordinated insurance activities with County Administrator,

Department and Division Heads, insurance brokers, and contracted health service and health admin providers.

Three Years Lower Township Committee Member Elected to a local government body, charged with legislative and

executive powers and responsibilities to manage a municipality of 17,000 year-round and 50,000 Summer

residents. Prepared and administered annual budget of $10M. Oversaw 100 full time and 15 part-time

employees. Committeeperson in charge of Finance, Federal & State Grants, and Recreation. Initiated cost

saving programs which saved a million dollars within three years. Implemented zoning code changes which

greatly increased the control of housing development and helped protect one of the world’s most important

flyways.

MICHAEL THORNTON

EDUCATION:

BA Political Science, Richard Stockton State College, Pomona, NJ

Diploma in Computer Programming, Chubb Institute, Springfield, PA

Rutgers University Extension Division, New Brunswick, NJ

Completed five, thirty-hour courses, including: Municipal Fund Accounting, Municipal Finance Accounting,

Municipal Budget Process, Municipal Current Fund Accounting, and Municipal Capital and Trust Accounting

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