Data Entry Customer Service

Dean Jéan-Pierre

****************@*****.*** I 917-***-**** (C) I

SUMMARY

Highly resourceful, proactive, and customer-centric professional with a multi-faceted background as a Senior Account Manager. A talent for recognizing and analyzing client issues, rapidly troubleshooting and finding innovative and creative solutions. A confident communicator with a demonstrated ability to interact collaboratively with people on various corporate levels.

SKILLS

Account Analysis and Reconciliations

Data Entry

Inventory Control

Organizational Cost Savings

Detail Oriented

Billing & Collections

File and Data Retrieval

Invoice Calculations

Interpersonal Communications

Customer Service

Financial Analysis

Project Management

Relationship Building

WORK EXPERIENCE

Senior Consumer Account Analyst • USAC, Washington, DC • From May 2009 to Current

Provide front-line support to customers who are using the USAC E-File system and other services

Assist customers in the completion of Universal Services Fund (USF) related forms such as FCC forms 498 and 499, as well as programmatic forms

Apply knowledge of “Red Light Rule” and Debt Collection Improvement Act of 1996 (DCIA) to perform data analysis to determine if monies were allocated properly and applied for right funding

Perform account reviews to identify discrepancies, root causes, recommend actions and report findings to the Supervisor of Customer Service for further review

Go-to resource for USF call centers and third-level support desk for customers requesting additional support

Perform outbound customer outreach as requested by USAC functional and programmatic teams

Train and assist Customer Analyst I and Customer Analyst II

Provide customer outreach to support various USAC cost saving initiatives

Receive “whistleblower” reports and complaints, and ensure the information received is handled in a confidential manner and recorded per established procedures

Serve as liaison to the E-rate Productivity Center (EPC) system, an account and application management portal

Senior Account Manager • Prenax, INC., NYC, NY • From 2005-2008

Managed 35+ subscription accounts; delivered exceptional account services to strengthen customer loyalty

Worked closely with clients to answer questions about product prices, availability, uses and credit terms, and troubleshoot issues

Made sales pitch to new and current clients for books, newspapers, and magazines

Reviewed client billing and managed monthly invoices

Trained new employees and clients on products and services regarding features, benefits and applications in the online database service

Run monthly reports and spreadsheets and provide feedback to management on ways to improve services

Built and maintained good relationships with clients (e.g., Morgan Stanley, Warburg Pincus, National Geographic, Honeywell, The Washington Post) which contributed to increased profit margins

COMPUTER

Data Insights

E-File

FCC Database

Pentaho

EPC

Excel

Share Link

MS Office

ADDITIONAL EXPERIENCE

Creative Writing

Book Production

Manuscript Preparation

Literature

Strategic Book Promotion and Media Planning

Proofreading and Editing for grammar, tone, voice, and creative quality

EDUCATION

Lehman College, Bronx, NY (unfinished)

Creative Writing

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