Customer Service Representative
Resume:
Linda Corley
Jacksonville, FL *****
********@*****.***
Client Service Claims / Customer Representative
Authorized to work in the US for any employer
Work Experience
Pension Payroll Service Representative
Voya Financial, Inc - Jacksonville, FL
November 2008 to September 2019
•Communicated Pension account in related to Payment dates, ACH Deposit, Stop / Reissue Process.
•Assisted with accessing IPAY to review account.
•Provided instructions on submitting change of Address, tax forms to stop/start tax deductions. • Delivered accurate timeframes for payments received by mail.
•Processed requested Affidavit for Stolen/Forged checks.
Participant Service Rep
CitiStreet / ING - Jacksonville, FL
February 2005 to November 2008
•Relay participant account information related to available benefits/products
•Communicate various client plan provisions.
•Use both participant and proprietary software to access participant information and processtransactions.
•Inform plan participants of benefit provisions and assist them in analyzing benefit changes.
•Utilize online tools to resolve individual participant cases and events, which may involve processingtransactions, running enrollment events, producing kits, etc.
•Consult with service providers and respond to inquiries in a timely manner.
•Advise management of fluctuating volume of participant calls.
•Provide a consistent one-call resolution to all callers by effectively employing all available tools andtraining.
•Maintain participant commitments through transaction follow-up.
•Provide ongoing support to both the Online and Offline teams with daily processing, administration,and special projects.
•Comply with established team processes and procedures to effectively manage work flow.
Loan Servicing Specialist
Washington Mutual Bank - Jacksonville, FL
April 2003 to November 2004
•Provide detailed explanation of mortgage payment breakdown.
•Generate Payoff Statements, Amortization Schedules, and Escrow Analysis.
•Responsible for rush service requests to pay Hazard Ins and Tax Payments.
•Explain in precise accuracy the escrow analysis statement and shortage.
•Researched and Reviewed Loan documents.
•Responsible for the processing or reversal of mortgage payments.
•Research interest rate change for ARM loans.
•Determine the appropriate action to resolve customer-servicing problems.
Tier II Technical Support Analyst
Convergys - Jacksonville, FL
November 2001 to June 2003
•Analyzed, identified, and resolved any Internet connectivity issues.
•Provided excellent inbound/outbound customer service.
•Escalated Internet connectivity issues to Tier II Technical Support when necessary.
•Supported and troubleshoot multiple operating systems which included, Windows 95, 98, ME, NT, XP,2000 and Macintosh.
•Configured and supported several E-mail clients which include, Microsoft Outlook, Netscape
Communicator and Eudora.
•Configured and supported several network protocols, which include TCP/IP, DHCP, DNS, and WINSresolution.
•Supported and Installed MS Office products.
•E-mail, Chat, and Remote Access Technical Support.
•Documented activities in Remedy Tracking System and ICOMS.
Tier I Voice Technician
Convergys - Jacksonville, FL
August 2000 to November 2001
•Troubleshoot issues concerning Digital Broadband phone systems.
•Provided excellent inbound customer service.
•Investigated, isolated and resolved customer issues.
•Scheduled and confirmed technician appointments.
•Documented activities in Siebel and Primus Tracking Systems.
Customer Service
Convergys
August 1998 to July 2000
•Performed sales and Customer service of multiple product lines.
•Retained customers from discontinuing service.
•Handled billing, product and servicing queries.
•Analyzed, researched and resolved inquires related to customer accounts.
•Determined the appropriate action required to resolve problems.
Education
High school or equivalent in GED
Florida Community College of Jacksonville - Jacksonville, FL
May 1996 to May 1996
Skills
•20 years of customer service with quality driven results. (10+ years)
•3 years as Mortgage Loan Servicing Specialist.
•Technical Support Analyst Tier II with a history of quality driven results.
•Specialists in configuring, installing, upgrading and troubleshooting of computer hardware and software.
•Adaptable and proficient in a wide range of computer network technologies.
•A+ Hardware Certified (Passed Test 1/03).
•A+ Operating Systems. TECHNICAL PROFILE Operating Systems: Windows 95/98, Windows NT, Windows XP, Windows 2000(Professional), Novell, Macintosh, and Linux, (Red Hat 7.0). Networking: TCP/IP, DHCP, DNS, WINS, FTP, TFTP, SMTP and SNMP, D-Link, Linksys Routers. E-mail Clients: Microsoft Outlook Express, Netscape Communicator, Eudora, Microsoft Outlook.
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