Service Representative Data Entry

Kimberly Henderson *************@*****.*** • 757-***-****

SKILLS

Communication • Problem Solving • Team Player •Time Management Skills

Project Management • Interviewing • Adaptability • Leadership • Self-starter• Empathy

Reliability • Conflict Management • Flexibility •Active Listening

EMPLOYMENT

Equity Trust - Elyria, OH

Client Services Representative

•Delivered superior client experiences to every client by identifying, troubleshooting, and assisting with their individual needs

•Provided inbound and outbound calls and support to individual investors and institutional clients

•Assisted clients with financial transactions and self-directed IRA investments

•Monitored and escalated service issues to guarantee high-quality experiences for clients

•Resolved customer issues by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management

Ohio Business College - Elyria, OH

Financial Aid Administrator

•Handled day-to-day duties in financial aid for 2 college campuses

•Provided information about financial aid policies and procedures to students, potential students, parents, and faculty members

•Acted as the first point of contact between the Business College, students and parents by providing information about financial aid policies and procedures

•Coordinated with the academic director and corporate office to ensure financial aid packages met school and U.S. Department of Education requirements

•Reviewed and assessed the eligibility of financial aid applications; exercised professional judgment to determine whether adjustments should be made

Butler International - Norcross, GA

Administrative Assistant

•Administered pre-employment testing, background screenings, interviewed potential contractors, new employee orientations, etc. in a multi-division recruiting firm

•Performed clerical functions, such as answering phone calls, filing documents, scheduling meetings, receiving visitors, arranging conference calls, and other office duties

•Made travel and meeting arrangements, prepared reports, and maintained records of expenses

•Processed bi-weekly payroll batches for 100 - 200 employees and contractors by calculating and preparing all forms for manual check requests, stop payments, voids, reissues, and reversals

IBM/TSS - Norcross, GA

Customer Support Specialist

•Assisted a team of 8 as well as 500 field technicians with the day-to-day operations of a high-volume call center in a supervisory capacity

•Created step-by-step manuals, training materials, and other documents needed to enable the successful completion of projects and trained 200 customer service team members

•Had weekly meetings where I answered questions and trained the customer service team in the Dallas, TX call center through conference calls

•Worked with the project manager and customer support team to ensure projects were completed on time, within budget, and to the required standard

•Answered escalation calls from customers and technicians to maximize customer and employee satisfaction

EDUCATION

Associates of Arts - Lorain County Community College – Elyria, OH

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