Telephone Representative Customer Service

Technical Skills: Completed Corporate Training Course’s in Personal Computer Applications (Microsoft 360 Word, Excel, Power Point, Access, and Outlook) People-soft, Genesys phone system, Ebiz payment system, WMS work management, Clarity time keeping system, Facets database documentation system EVO phone switchboard system, Shareoint database, Deltech Vision database, Evil is phone system

Professional Experience:

Bureau Veritas Technica Assessments LLC

Oct 2021 - March 2022

Human Resources Administrative Assistant - Receptionist

Greet visitors, Use Personal computers and laptop, Answer on screen switchboard to transfer calls to proper area or individual, process incoming and outgoing USPS mail and UPS packages, faxing, Outlook emailing, process expense accounts for bimonthly payroll, Update electronic files, Update office phone list and handle office logistics for new employees, prepare and send welcome packages assisting with onboarding of new hires, order and maintain office supplies and coffee supplies, manage company Amex. Credit Card, maintain outlook calendars, schedule and attend Microsoft Teams virtual conference meetings, Update Sharepoint database with OSHA stats daily. and Deltech Vision database s daily. Maintain office maintenance calls, Schedule office conference rooms, keep conference rooms supplied and orderly. Add employee photographs using Microsoft Paint application monthly, print and mail new employee badges, maintain confidential files, order flowers, order gifts and food for luncheons and meetings.

CareFirst, BlueCross BlueShield, Owings Mills MD

Feb 2019 – March 2019

Member Services

Call center operation answering telephone calls from current, subsequent members, providers and vendors. Assist subscribers with policy questions regarding medical insurance eligibility, covered benefits (e.g. medical, dental, vision and prescriptions) taking member premium payments, assist with policy application changes and terminations, identify and resolve or escalate more involved account issues. Assist with questions regarding multiple levels of coverage. Every call was documented 100 percent to allow full details of call to be recorded in writing. In order to complete daily duties multiple systems were used:

Genesys Phone System

Facets Documentation System

EBiz Payment System - Add debit credit card info and process benefit payments

IBES – data storage View Policy Application Status and Changes

WMS work management system

Clarity – Time Keeping system

BusinesSuites, Owings Mills MD

March 2013 – Sept 2014

Client Service Coordinator

Operate EVO Switchboard

Answer and transfer telephone calls

Maintain and update information in company databases

Receive fax messages and send emails

Prepare administrative assignments (labels, mass mailings, prepare flyers)

Issue maintenance tickets

Coordinate all client requests (send credit card approval forms)

Manage all client information forms

Update EVO system with data changes

PNC Bank, Baltimore MD

March 2011 - July 2012

Teller

Provide prompt and courteous customer service in person and by telephone to all customers and co-workers.

Verify customer identification

Use various computer applications to multi task

Process various monetary instruments and transactions (cash personal and payroll checks, savings deposits and withdrawals, issue cashier’s checks, money orders and gift cards)

Uphold and explain all banking policies and standards when required

Prompt cash drawer and coin safe validation at beginning and end of work day

Work as a team with all bank personnel

Level One Personnel, Columbia, MD

January 2009 – December 2010

Office Coordinator

Answer multi line telephones for several different departments, screened calls and transferred to appropriate individual. Relay messages by email, updated office employee call list, efficiently assisted the financial office with processing refunds, issuing letters and entered mail statistics into multiple spreadsheets, updated customer account data. Received, signing for and sent UPS, Fed Ex and miscellaneous parcels. Received, sorted and distributed incoming US postal mail. Ordered office supplies, sent requests for office maintenance requirements from bldg management. Greeted visitors and employees; logged in visitors and vendors; assigned temporary badges for security purposes of inner office. Kept break room tidy and fully stocked with coffee supplies.

Baltimore Gas and Electric Company, Baltimore MD

August 1972- June 2008

Senior Information Management Analyst

Functional support of customer information systems provided to billing and support businesses. Respond to customer and vendor inquiries. Perform system verification and balancing, system security validation for Sarbanes Oxley, develope and conduct training sessions, document procedures, problem solve, communicate complex errors and corrections effectively with all levels of management and peers, maintain efficient quality assurance program, monitor results of Customer 1 CIS system changes, analyze reports, record production statistics, develop and execute DB2 data base queries and implement account updates. Make data entries to the accounts receivable system and coordinate and lead various project teams through a systems life-cycle.

Received 11 promotions. Repeatedly recognized and awarded by supervision and peers for my over and above customer service and performance.

Equitable Trust Bank, Baltimore MD

July 1970 – July 1972

Customer Service Telephone Representative

Provide courteous and prompt customer service, answer incoming call center telephone inquiries from customers, support the personal checking accounts unit. Perform alpha-numeric filing of cancelled checks and prepare monthly mailing of checking statements.

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