Customer Service Secretary

ANDRE’ R. HARDY

**** ****** ***** **, *********, Florida 34746 904-***-**** *****.*******@*****.***

Objective

To find a job/position in which my skills, talents, experiences and education will be fully utilized in contribution to a progressively growing company.

Education

AS DEGREE 1995 FLORIDA STATE COMMUNITY COLLEGE OF JACKSONVILLE FLORIDA

· Major: Finance and Banking Services

AS DEGREE 1998 FLORIDA STATE COMMUNITY COLLEGE OF JACKSONVILLE FLORIDA · Major: Marketing Management

Professional License

FLORIDA REAL ESTATE LICENSE 2013 - CURRENT

Skills & Abilities

LEADERSHIP

· Worked as a Group Lead for Barnett Bank with 20 associates reporting directly to me and as a Lead Processor for First Union/Wachovia/Wells Bank with 12 direct reports.

CUSTOMER SERVICE

· Assisted customer in credit card payments, closing accounts, filing out agreements, funds transfer, routing instructions, benefits, payment arrangements and general over all questions.

COMMUNICATION

· Corresponded with internal & external customers via email, mail and direct contact (face to face).

COLLECTIONS

· Collected outstanding balances on credit card accounts for Bank of America and outstanding taxes owed to the State of Florida in Revenue Department.

FINANCE

· Set up payment plans for customer based on amount owed, repayment time and interest rate with Card services, Bank of America and State of Florida.

SALES

· I have sold homes in the real estate market in Florida, long distance phone service for AT&T and products in the Banking Industry.

ACCOUNTING

· Recorded/reported vouchers sent from the State to be distributed to the clients in the Mental Health Resource Center. Kept account of management travel and gas expenses, petty cash expense for the office, invoices, accounts payable and light bookkeeping.

Experience

REVENUE SPECIALIST III STATE OF FLORIDA 2016 TO CURRENT

•Provides assistance via telephone, in person and written correspondence concerning departmental billings and delinquencies.

•Take appropriate action to resolve business tax accounts.

•Assist in taxpayer education by utilizing the technical knowledge of billings and delinquencies administered by the Florida Department of Revenue.

•Delivers accurate information and assists taxpayers regarding all tax laws and departmental rules regarding billings and delinquencies.

•Maintain caseloads of work performed and timely meets deadlines set for case clearance.

•Update information on taxpayer account.

•Filing pre-warrant of account is past dunning date and taxpayer is not cooperating to bring resolve or bring account current (zero balance).

•Assist taxpayer with filling out form correctly, assist with calculation of figure and which formula to use.

•Commenting on each in detail of conversation, document sent, email or incoming correspondence received.

•Collecting/tracking payments over the phone with taxpayer credit card.

•Search for taxpayers using David, Accurint, SUNBIZ, SAP, Secretary of State, intranet and other tracking methods/programs.

•Review and education taxpayer on Florida Statutes 213.692, 213.29, 212.15 & 212.13.

•Using collection tools as freezing business or personal accounts, field visits, merchant liens, issuing warrants, 213.29 personal liability, refer account to criminal investigations or audit and setting the account up with a stipulation agreement to recover funds that belong to the State of Florida.

FUNDS TRANSFER ASSOCIATE MERRILL LYNCH/RANDSTAD 2015-2016

●Processed domestic high dollar wires from internal departments to internal and external customers.

●Worked wires from que/departmental emails that came in from different departments within Merrill Lynch.

●Authenticated and verified the source of each email before processing.

●Made sure wires were processed in a timely manner.

●Made sure each wire over 25 million was given to the correct associate for final processing and approval.

●Return wires to the correct department that could not be processed due to incorrect information or dollar amount.

●Assist with customer calling and emailing the department with questions concerning wiring of funds.

●Fully understood the policies and procedures of transferring funds.

●Analyzed difficult transaction exceptions and take appropriate action.

●Worked with different types of programs to process domestic and international wires.

●I had full knowledge of the various times wires for different countries needed to process to go out same day.

COLLECTOR/CUSTOMER SERVICE NCB MANAGEMENT 2014-2015

· Call customer to collect on accounts five to ninety days past due.

· Counsel customers on ways to bring their account(s) current.

· Evaluate customer based on income to debt ratio and find the repayment program that best fits their need and situation.

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· Take customer payment over the phone by check or debit card.

· Predate and/or set customer up with auto pay to credit their account based on day, week or month.

· Complete the correct forms to close accounts, commit form to escalate grieves, decease and desist, bankruptcy and debt management forms.

· Calculate the amount of money it would take to re-age an account based on the time, current monthly minimum payment and time the customer would like to bring the account current.

· Notated the account with comments from the conversation with customer.

· Give great customer service by listening and communicating with respect and caring for the customer need.

SENIOR LEAD PROCESSOR WELLS FARGO/WACHOVIA BANK 1998-2013

•One of my function as a Lead Processor was to act in the place of a Work Flow Coordinator on projects, meetings and basic employee issues.

•Coordinated workflow and schedule work assignments.

•Routinely coach, advice and assisted team members.

•Thorough knowledge of system, policies and procedures related to the Data processing area.

•Assisted other team members with complex and technical issues.

•Respond and assist to more complex or sensitive customer issues.

•I gathered and tracked statistics for performance measurement.

•Analyzed difficult transaction exceptions and take appropriate action.

•Understanding of how work flows through the system.

•Served as a liaison when dealing with other departments within the bank.

•Complete understanding an assurance of service level agreement commitments.

•Provided oral and written response to inquiries from internal and external customers.

•Verified all wires processed, setup customers in the database, researched and correct errors according to the Funds Transfer Agreement/Schedule. Also, setup drawdown and standings transfer orders wires.

•Created spreadsheets for tracking the amount of returns agreements, number of errors, logs for associates daily status, the volume of incoming agreements and the total amount of wires that were processed daily.

•Processed international and Domestic exception wires in the incoming and outgoing area of the Wire room.

•Processed work on the following types of software: Hogan, EDIV, AIX, Video Client, secureCRT 4.0 and Oasis softphone.

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