Data Entry Call Center

SKILLS PROFILE:

● Ability to type **-** WPM and 10 key

● Proficient with Microsoft office systems (all versions): Word, Excel, PowerPoint and Outlook

● Experienced in using Microsoft Windows operating systems

● Experienced in handling confidential paperwork and customer accounts/ personal information

● Experienced in SAP, BES, D1OAO, VDS, CCS, Credit note system, and CCO approval system, Early Resolution, FACS, Auto Process, Panther, LPS Fidelity, Davox, Soft Phone, Easy Pay, Project Management, and BCS Set up City Finder, Siebel Service Idial, LIV, Winshuttle, Business Objects, Avaya, E-Commerce, Quick Books, SharePoint, Microsoft teams, & Zoom.

● Outstanding Customer Service, Troubleshooting/ Problem solving, Cross Selling and accounting, Customer Sales Processing, Call center operations, technical/user support, complaint handling, reports & documentation, & product knowledge and set up.

● 10+ years in customer service & data entry

Randstad @ FIS Implementation

Conversion Analyst II July 2020-Present

● Examines data files, processes, forms, and operational needs of customers and completes data mapping transaction workflow documents as the basis of the conversion to FIS systems.

● Validates the accuracy of all data transactions.

● Determines customer specific processing parameters and completes FIS system set up for client use. Trains clients on the use of FIS systems and provides support during conversion.

● Examines client’s processes, forms and reports, determines operational needs, and documents what the software will do and all related processes, forms, reports, etc. to be used after conversion is complete.

● Coordinates and conducts readiness review. This includes directing the customer in the preparation and execution of test scripts to verify accuracy of data, training and procedures, system set-up and reports. The readiness review process ensures the customer training and procedures, the system, and the conversion data are correct and ready for actual conversion.

● Customizes FIS software using authoring tools to meet individual customer needs – modifies screens and data fields, creates new forms, screens, product sets, tables, etc.

● Throughout the project, provides expertise to answer questions and guide the client in the use of the system.

● Other related duties are assigned as needed.

Johnsons Controls PS (Currently Known as Clarios)

Product Specialist – Milwaukee, WI. Nov 2014 – May 2020

● Coordinates the origination, development and issuance of all US & Canada Aftermarket line specifications, line changes and authorized product specification changes utilizing standards in place for change orders, labels and customer requirements

● Utilizes and assists Product Manager in the maintenance of the JCI Product/Vision line

● Assists in the development of programs to enhance US & Canada Aftermarket Sales, including, but not limited to margin enhancement, product solutions and customer satisfaction

● Serves as a liaison between account managers and JCI support personnel (Milwaukee and Plant), including, Supply Chain, Production Control, Purchasing, Accounting, IT, Quality & Master Data.

● Performs annual audits for the Aftermarket accounts related to thermal print, active/inactive customer parts, alignment to customer quotes and decorated bills of material

● Support customer catalog production by verifying contents, collaborate with graphic artists and maintain timeline between printer and customer.

● Responsible for creating and routing change orders for customer projects that includes adding/inactivating and maintenance of customer products/materials.

Johnson Controls

Financial Associate III – Milwaukee, WI. Nov 2013 –Nov 2014

● Performs data entry in logging Credit/Debit memos in Excel for the Account Financial Manager.

● Aids Financial Manager and other Financial Associates in the Group with special projects.

● Duties include scanning, printing, copying, sorting, and preparing invoices for mailing.

● Maintenance of customer accounts

● Creating/preparing and maintaining monthly, and quarterly quotes (customer pricing for product) price loads and material/part adds

● Troubleshooting and analyzing customer problems internal and external (i.e. pricing, shipping, loading, orders, etc….)

● In charge of correcting errors in the daily AR Exception report/ error recycle to ensure orders are processed.

● Balancing of weekly and monthly Units shipped reports

● Loading of CCO’s and ECO’s for routing approvals

Magic Workforce Solutions @Johnson Controls

Financial Associate Milwaukee, WI. Dec 2012- Nov 2013

● Performs data entry in logging Credit/Debit memos in Excel for the Account Financial Manager.

● Aids Financial Manager and other Financial Associates in the Group with special projects.

● Duties include scanning, printing, copying, sorting, and preparing invoices for mailing.

● Maintenance of customer accounts

● Preparing and maintaining monthly, and quarterly quotes (customer pricing for product) price loads and part adds

● Troubleshooting and analyzing customer problems internal and external Warranty Claim Specialist/Float Specialist/Financial Associate

● Reviews and verifies battery bar code authenticity according to the policies of the NAPA Warranty Guideline for warranty credit for each battery on the Battery Adjustment Summary Form (BASF).

● Resolves issues with individual non-conformant claims, denying those claims for credit as necessary.

● Enters battery warranty claims by DC batch into the Customer Credit System (CCS).

● Aids other Team members in resolving or completing warranty claim issues.

● Scans the warranty credit memos that are generated by CCS and prepares them for mailing to customers.

● Prepares back up for the Financial Associates so warranty claim issues can be resolved through credit/debit memos.

● Retrieves BASF claim forms from folders to resolve newly discovered warranty problems from prior months.

● Participates in Team meetings with NAPA Sales Managers on a weekly basis.

Magic Workforce Solutions @Johnson Controls (Call Center)

National Field Coordinator Milwaukee, WI Feb 2012 – Sept 2012

● Managed inbound calls from national account customers, and after hour customers calling for branch related services in accordance with each program processes during shift.

● Utilized service management system database modules and peripheral applications online to quickly identify customer account information.

● Updated spreadsheets daily with most current information.

Duncan Solutions (Call Center)

Collections Specialist/ LES Accounting Clerk

Milwaukee, WI July 2011 – Nov 2011

● Provided telephone, and face-to-face customer service within high-volume call center

● In charge of Payment postings and processing, cash summary reconciliations Facs refund, uploads up backdated files, IVR web cash summary reconciliation, and mailing settlements by due dates to all major clients.

US Cellular (Call Center) Waukesha, WI

Customer Service Representative Oct 2010– Feb 2011

● Managing Inbound/outbound calls/follow ups from wireless customers.

● Handled technical and billing inquiries and requests from customers

● Processed payments

Wells Fargo (Call Center)

Collection Specialist / Loan Servicing Specialist Milwaukee, WI May 2010 – Oct 2010

● Handled inbound/outbound calls with customers with pass due mortgage accounts.

● Worked Liquidations setup for borrowers requesting a short sale of their property by manually placing the borrowers on the short sale templates based off investor guidelines

● Worked Loss Mitigation retention for borrowers requesting assistance with loan modifications by using BCS setup to active accounts in Loss Mitigation.

● Manually placed the accounts on modification templates based on work rules (investor’s guidelines) Solicited questions & concerns from team members for the purpose of huddles & meetings educated customers on account terms and alternate payments programs and methods

Associated Bank

Teller/Personal Banker Milwaukee, WI Jan 2009– Feb 2010

● Processed all new account transactions, assisting customers in their selection of various accounts and financial services

● Responsible for serving the needs of existing and prospective customers

● Cross-selling opening, maintaining and closing of all account types; performing branch clerical duties; promoting business for the Bank by maintaining good customer relations and referring customers to appropriate staff for new services.

Education

Cardinal Stritch University – Milwaukee, WI 2014-Present

Phoenix University - Milwaukee, WI 2009-2010

Riverside University - Milwaukee, WI 2000-2004

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