Service Representative Customer
Resume:
Rebecca Reeves
Phoenix, AZ
***************************@***********.***
Authorized to work in the US for any employer
Work Experience
Case Manager/Customer Service
HORNE LLP - Phoenix, AZ
March 2019 to March 2022
As a case manager (also known as a case reviewer) My job was to review the applicants applications and help in approving rental or Utility Assistance for those affected by Covid-19 from 03/2019-03/2022. It was through Horne For the State Of California Covid-19 Rental Relief Program. When reviewing applications,
I reviewed the case # ensuring no duplicates within the state system, then Checked and ensured all applicants addresses were within the jurisdiction for the Covid-19 Rent Relief Program.
Made sure every applicant fit ALL criteria as required by the state of CA. Verified Income, Employment, Lease, Rent, Unexpired forms of Identification (License, State ID, Passport, Alien Identification Etc.)Bank Statements, Federal & State Taxes, W2's, Proof of Hardship, Utility Bills, SSI, SSD, SS, SSDI, & Retirement and/or pension Award Letters, Etc. Enforced NO Inconsistencies (Any type of Fraudulent activity) Ensured everything on application was not only verified Via Power BI, Sharefile, Neighborly, Care Rent Relief Portal, Jurisdiction Neighborhood Program, AMI, and Admin Portal but also followed all rules and regulations set forth to be approved for the next stage of being approved for Rent/Utility Help & Payment. Made sure to have a Signed and Dated letter of attestation Then after reviewing and verifying the application, I then proceeded to approve payment (of rent or utility assistance) OR sent the application to the necessary team for Next Steps in the process of approving for CA COVID-19 RENT RELIEF Or If more information was needed then forwarded the case to the right department.
There are more details but due to an NDA I signed I have included as much information as possible without breaking my NDA contract with the company which I will honor. Warehouse Sorter
C.T.P.S - Goodyear, AZ
June 2021 to November 2021
Sorting mats from clean and dirty to which are usable and unusable stacking up to 2 feet high & which are unusable/reusable placed in the appropriate pile/place. Filled out appropriate forms (stating what company the mats belong to and where they are going with my credentials to show who fulfilled the stack)
Cleaning Crew, Janitor
ABM Industries Inc. - Phoenix, AZ
July 2015 to July 2017
Cleaned Amazon warehouse as asked to from the restrooms to the "library". Offices and assembly line. Kept up the areas where Amazon workers needed bins and cardboards emptied. Put boxes and trash in Balor and was VRC certified and swept underneath lines and mopped and cleared any clutter and used machine's requires to clean the warehouse in a timely manner etc. Whatever was asked i did and even refilled drink lines and cafeteria and outside etc Assembly Line Worker/Production
Omco Solar - Phoenix, AZ
October 2014 to November 2015
Work in a warehouse putting together solar panels and understandably line whether it was cutting metal with the machine putting in little pieces or drilling on certain parts at a fast or decent pace to meet quota Cashier and Customer Service
Walmart - Phoenix, AZ
June 2011 to March 2015
Helping customers with refunds on unused or unwanted (malfunctioned items) sorting out go backs (to cashing checks, money orders, making money orders (according to procedure) paying bills or whatever else needed for them that we were able to provide help. I was a CSS(csm was another name but entitled the same job)Customer.Service.Supervisor/Manager. I worked only in the front end with customer service and cashiers but when it came to produce we would send it to claims depending on the stores criteria and fill out the forms necessary. Along with electronics, home goods, outdoor and car equipment etc. Also bill pay on behalf of the customers and sending/ receiving money via MoneyGram
CSR - Customer Service Representative, To Personal Assistant, To Client Representative
Metropolis Loans - Phoenix, AZ
June 2010 to October 2013
Called banks on behalf of our clients building a reliable relationship understanding what their needs were and made a plan on how to move forward to lower their payments for their houses, town houses, cars, RVs, Boats, etc. After making a plan with the companies new family i enjoyed helping make payment plans, save their houses under the Making Homes Affordable. Spoke with the banks on behalf of them and after calling the now family members in explain what was accomplished or if more information was needed we'd ask to submit it to the banks on their behalf. In between of speaking with the customers and bank we'd sit with the new clients and ask them to fill out an application (which id scan into the computer and also fill out the application electronically. Get information needed to apply and send to the bank like recent pay stubs, and/or proof of any and all incomes i.e child support, Social Security or disability, retirement, cash assistance, tribal money and or all assets. Also collateral if needed. the most current W-2s and past two years of taxes the copy of their state ID or license non-expired, a notarized letter stating that we are able to speak on their behalf to the bank to settle Whatever debts. Not only to call for the making homes affordable but also to settle credit card debt and prevent bankruptcy or apply for bankruptcy and come to an agreement and or settlement). And smaller yet typical thing's as a customer service representative working in the front office, greeting all new customers, and or clients answering the phones, directing them where needed but I was only able to help them and not really needing to redirect them, always trying to solve any issues or questions the first time they asked for new clients start there new folder, putting everything required by the company into the folder and passed it to the next stage step of the process, make coffee for the office workers and clients make sure there was always fresh cold water to make them feel comfortable while they waited. Then I was promoted to my own desk/office, my own phone line/Voicemail (extension) for my personal clients to reach me.
CSR - Customer Service Representative
Epiq - Phoenix, AZ
As a CSR I answered incoming clientele calls who had any questions regarding any settlements they have/had received out of court using FAQ sheets and other resources provided by the company. Then updated them regarding what was needed or what were the next steps in the process to there settlement check and when they'd be receiving it.
I answered any other questions they may have had to the best of my knowledge and of for any reason they wished to speak with higher managers I would escalate the call to the help desk (which is what we called help desk but was told it was the supervisors line for the clients). There was more details but due to an NDA I signed I have included as much as i could without breaking my NDA contract with the company
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Education
High school diploma
Phoenix, AZ
August 2007 to May 2011
Skills
• Microsoft Office
• Case management
• Filing
• Customer service
• Phone etiquette
• Microsoft Excel
• Warehouse experience
• Microsoft Word
• Cash handling
• Customer support
• Power BI
• Office Administration
• Personal Assistant Experience
• Help Desk
• Microsoft SharePoint
• Sharefile
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