Tonya Faye Wiley

***** ******* **

Oak Park, MI *8237

Mobile: 313-***-****

Email: ads2w2@r.postjobfree.com

EDUCATION

Ferris State University, Big Rapids, MI

Early Childhood Development, General Studies

WORK HISTORY

PSCU 10/2015 – Present

Sr. Help Desk Representative II

Provide technical support and problem solving management to end users issues with their online banking needs.

Take inbound calls from representatives who have member that escalate requesting a supervisor assistance.

Responsible for answering questions from representatives that need assistance with their calls, and addressing issues with system problems from representatives.

Q2 trained in executing unlocks and password resets.

Provide assistance with user name through online banking.

Escalate tickets regarding problem with computer access to application for representatives.

Emergency situation with members I contact the point of contact at the credit union to advise of the situation so member can get assistance.

Preform transfers, deposits, withdrawals, and make loan payments

Trained with certification for TDECU, member service, and e-services.

Member Services Contact Center Representative

Responsible for a heavy volume of inbound calls.

Advanced mobile/cell phone troubleshooting.

Troubleshooting website for customer access.

Troubleshooting in regards to mobile payments/deposits.

Responsible for resetting credit union member passwords.

Review credit union accounts.

Complete and submit loan accounts.

Processed deposits, withdrawals, and loan payments.

Dedicated TDECU training.

Renewed certificates, and assisting members with bookkeeping and checking account problems.

Encore Capitol Group 12/2012 – 04/2015

Asset Acceptance Account Manager

Utilized various strategies to assist debtors in repairing their credit.

Provided debt management and recovery solutions for consumers and property owners.

Offered payment arrangements and settlements offers.

Recovered money from consumers who had outstanding delinquent loans in collections.

Utilized Skip Trace to locate debtors.

Responsible for a high volume of both inbound and outbound calls from debtors.

Maintained accurate up-to-date customer account information.

Performed daily bank processing of checks, debit cards, bank wires, and money gram transactions.

Verizon Wireless 10/2003 – 07/2012

Data Technical Support Rep (5 Years)

Provided first class technical support troubleshooting any and all issues that occur with Verizon Wireless cell phones and equipment.

Delivered exceptional customer service and technical support for internal and external voice and data product customers.

Troubleshot hardware and software issues and identify network/applications issues.

Provided detailed information on how to set up/configure data and voice products.

Verify provisioning and diagnose device or Network issues.

Troubleshot for PC Operating systems, specifically Device Manager and TCP/IP configuration.

Use various administrative department tools and on-line resources for customer resolution.

Use trouble ticket system for tracking customer interactions and problem resolution.

Evaluate customers concerns and resolve problems to customer satisfaction.

Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Assistance with provisioning in the billing system of ACSS, verify provisioning in MTAS, verify MARS system voice or data records, request a DMU reset, etc.

Verizon Wireless Credit Review Financial Services

Knowledge of consumer and commercial credit reports and reporting bureaus.

Review business, and consumer accounts to see how many lines can be approved.

Review the credit report to determine if there will be a security deposit required.

Take inbound calls from agents at various store locations.

Making outbound calls in order to make collections on passed due accounts to avoid interruption to services.

Verizon Wireless Financial Services Collections

Responsible for a heavy volume of inbound and outbound calls regarding delinquency of bills.

Collected payments in regards to current charges, as well as the pass due amounts reflecting on the account.

Set arrangements for customers personal and business accounts.

Educate the customer why the account had collections and why services may have been interrupted on the account.

Going over bill breakdown with the customers.

SKILLS

Troubleshooting skills

Excellent verbal and written communication skills

Customer focused

Microsoft Office Suite proficiency

Excellent interpersonal skills

Great phone etiquette

Hardworking and delivers well under pressure

Detail oriented

Organization skills

Goal orientated

Strong analytical and problem solving skills

Proficient using various web browsers such as: Internet Explorer, Mozilla Firefox, Google Chrome, and Safari.

Proficient using various operating systems such as: Windows XP, Vista, 7, 8, 10, Macintosh OS9, Android, and Apple IOS.

Strong ability to navigate through: MS Project, People Soft, Lotus Notes, Inotes, CAS, SAP, I2K, Omni, Netace, ACSS, Vision East, Vision North, Ecredit, RMS, Knowledge Base, MARS, MTAS, Info Manager.

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