Customer Service Administrative Technician

JULIETTE LEE

918-***-**** *************@***.***

PROFESSIONAL SUMMARY

Resourceful and dedicated professional with over 10 plus years of experience in providing superior cash management, account management, customer, and administrative services. Conscientious with good analytical and problem-solving skills, detail oriented and demonstrate efficiency and confidentiality; High ability for leading, motivating and working closely with different levels of management and staff and work under pressure; Good communication and interpersonal skills, both team player and independent hands-on worker; Ability to use of Microsoft Word, Excel.

EMPLOYMENT HISTORY:

ENTERPRISE HOLDINGS CORPORATION 07/2021-08/2022

ADMINISTRATIVE TECHNICIAN

Demonstrated the skills to review reservations, rentals and credit card authorizations and charges in Odyssey, ECARS, RFS, EH Insight, Report Web, People Soft, OnBase and Renter Maintenance to determine validity and/or discrepancies of rental charges.

Ability to make and take daily inbound/outbound customer calls via phone or email to resolve balances owed; escalate disputed balances and other issues to the service or rental station or supervisor.

Maintained the knowledge to activate/deactivate "Do Not Rent" requests.

Ability to accurately request letters and police reports for cases of stolen vehicle or identity theft, work with Risk managers and stations regarding warrants on stolen vehicles.

Managed work emails received from customers, customer service and/or other departments daily

Demonstrated the knowledge to perform skip traces via Lexis Nexis, Internet, and Directory assistance to locate valid customer address and/or phone numbers.

Ability to utilize report Web, EH Insight, OnBase, Odyssey, RFS, ECARS, Slick, IPG-Virtual Terminal, Velocity, ICE-DRU, ICE 2.0 Claim Viewer and Renter Maintenance to verify balances owed

Maintained the knowledge to research accounts to ensure billing accuracy

Ability to process payments and CCRIs to resolve DNR balances

Ensured daily and monthly matrix goals and requirements are met

Ensured all customer credit card information is secure and free from exposure in all systems and processes

Ability to accurately submit RAF's for both credit card payments and small balances write offs

Research credit card charges

Prepare and submit People Soft write offs for negotiated account balances when needed

Maintained clear and concise notes in Odyssey, ECARS, RFS, DNR screens in Renter Maintenance as well as People Soft.

Demonstrated the ability to stay up to date on all Visa/MasterCard, American Express and Discover credit card acceptance guidelines as well as industry Chargeback rules and regulations

Maintained the knowledge of FDCPA-Fair debt collection practices act. Ability to accurately type and proofread a wide variety of reports, letters, memoranda, and statistical charts; types from rough draft or verbal instruction; reviews materials for completeness, accuracy, format and compliance with policies and procedures; initiates or drafts complex, but non-technical correspondence for appropriate signature.

AT&T 08/2001-10/2019

CUSTOMER CARE SPECIALIST

Proficient in cash accountability, accuracy in disbursement and receivables.

Demonstrated the ability to provide excellent customer service by efficiently handling the customers with inquiries about their purchases and pricing transactions. This includes answering questions, adjusting, researching discrepancies, and achieving overall customer satisfaction.

Ability to handle high volumes of customer traffic while upholding company policies and standards by being knowledgeable in utilizing various resources to research time discrepancies, rates, mileage etc. This enables the representative in resolving customer disputes at the time of customer contact.

Demonstrated the ability and skills to resolve customer issues and complaint quickly while maintaining high levels of customer satisfaction

Demonstrated exceptional internal and external customer service by responding to customer inquiries and concerns via phone or electronic means.

Ability to build/maintain cross-functional relationships to elevate the customer experience as a Balance the checks, cash, and currencies in the money drawer by the end of each shift.

Maintained the responsible for providing training in a specific job area by focusing on teaching specific areas of knowledge or the working capabilities that are needed for certain positions or roles.

Ability to ensure that employees or workers of a particular organization possess the necessary skills and knowledge to compete efficiently and effectively and meet the organization’s business goals and objectives.

Demonstrated the ability to ensure deliver training or supervising a team of instructors, depending on the structure and the size of the HR department.

Ability to provide planning, which involves assessing the current levels of the workforce’s skills and comparing them with the skills that are required to meet the organization’s set goals and objectives.

It also involves discussing training requirements with departmental heads and the management and developing programs to improve the skills that are needed for growth throughout the company.

EDUCATION:

MUSKOGEE HIGH SCHOOL DIPLOMA

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