Duke Energy Service Representative

T. Johnson

~334-***-****~ ********.@*****.***~

SUMMARY OF EXPERIENCE

• 10 years in customer service working in a Help Desk and call center environment.

• Quality & Quantity: accuracy and completeness while aspiring for increased production.

• Computer Knowledge: Microsoft Office, Excel, Word, Outlook, AS/400

CAREER HISTORY

Hancock Bank, Prattville, Al

Wire Transfer Specialist (March 2013- Present)

• Resolve user application issues & technical support methods for employees and customers to minimize

downtime. Dispatch system/vendor issues to management.

• Process all queues with software including Office of Foreign Assets & Control (OFAC) suspects,

Non-Sufficient Funds (NSF) and miscellaneous queues.

• Submit daily over 1000 incoming and outgoing wire transfers.

• Create transmits and receive funds transfer messages on computer to or from other banks &The

Federal Reserve Bank.

• Monitor the status of wires, queues, and funds transfers; investigate, research disputes, suspicious,

or fraudulent issues in accordance with state and federal regulations.

• Reconcile & shut down wire system, communicate with Network and insure end of day posting are sent to

various systems.

Dan Sources / Hewlett Packard, Montgomery, Al.

Customer Service Representative (February 2010-March 2013)

• Performed troubleshooting and problem resolution to users. If needed escalate the incident to the

appropriate level for support. Conduct follow-up calls with users when the incident has been resolved.

• Responsible for providing accurate information and documenting each incident handled.

• Assisted borrowers with student loan consolidation applications and processed over 200 incoming calls.

Montgomery County Youth Facility/Montgomery Public School, Montgomery, Al.

Administrative Secretary/Volunteer (March 2008 – April 2009)

• Enrolled/withdraw student from Montgomery Co BOE software program.

• Requested/researched records from other schools on behalf of judge or probation officers daily. Analyzed and review

budgets and expenditures for local, state, federal, and private funding, contracts, and grants.

• Communicated with students, parents, and teachers to ensure proper information entered in to database.

ERS Solutions/ Duke Energy, Montgomery, Al.

Customer Service Representative (May 2007- March 2008)

• Escalated unresolved customer grievances to designated departments for further investigation.

• Evaluated charges for services requested, collect deposits or payments, or arrange for billing.

• Solicited sale of new, additional services, or products.

• Electronically reconciled approximately 1 million dollars of utility payments daily using company software.

Administrative Office of Courts, Montgomery, Al.

Human Resource Assistant (January 2004 -January 2007)

• Liaison with other state agencies, employment verifications in the Judicial Department/Passport (SJIS).

• Audited attendance leave accounts for court support employees.

• Authorized insurance forms, performance evaluations, and retirement procedures/applications.

• Calculated hours in pay status during time of separation.

• Recorded employees’ profile, personnel codes, termination date and reason, pay out leave.

Big Lots Distribution Center, Montgomery, Al

Backhaul Coordinator, Shipping/Receiving Clerk (June 1998 –September 2003)

• Coordinated truck routes to warehouse freight for pick-up/drop off and deliveries.

• Operated fork-lift occasionally. Counted, sorted, incoming goods to verify receipt of items against invoices.

• Ensured driver/fleet manager with bills of lading for outbound appointments and backhauls using

warehouse software.

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