Call Center Office Support
Resume:
JOYCE A. GAMBRILL
SEVERN, MD
**************@*******.***
Summary
Seasoned professional with a wealth of experience in a fast paced, call center based environment. Superb interpersonal communication skills. Working knowledge of Microsoft Office products and the ability to work cohesively in team oriented environment. Well rounded, self-motivated, detailed oriented and dedicated team player with strong administrative and clerical skills. Possess a strong work ethic, sound judgement and ability to work effectively on multiple tasks.
Areas of Expertise:
Focused on Customer Satisfaction
Proven Leadership Capabilities
Results Oriented
Team Oriented
Rapid Resolution Times
Troubleshooting and Issue Resolution
Detailed Documentation
Awards
Winner of Commitment & Accountability Award for being productive and efficient and continuously met my timeframes in the Research and Masterfile Departments.
Recipient of Circle of Excellence Award for excelling during the year as a Masterfile Rep.
Winner of the Above and Beyond Award – solid contributor to a pilot program for a revised research quality program when approached by Management.
Best Performer Research Agent – Best Performer in the Research Department for the month.
PROFESSIONAL EXPERIENCE
Wellness Today Spa, 4000 Annapolis Road, Halethorpe, MD 21227 02/2024 - Present
Front Desk Receptionist (Part Time)
Responsible for answering/returning phone calls, scheduling appointments, processing payments and setting up office for daily sessions. Prepare invoices as needed and any other office duties. Using Google, Excel, Qwikbooks On-Line, Paypal and Acuity Systems.
1ST Choice, LLC, 8121 Georgia Avenue, Silver Spring, MD 20910 06/2019 – 05/2023
WSSC Water Commission 14501 Sweitzer Lane, Laurel, MD 20707
Responsible for investigating and performing in-depth analysis and research as well as processing and responding to a variety of routine and moderately complex billing adjustments, inquiries and routine correspondence. Forward processes for meter ordering as needed. This position plays a key role in supporting the Commission by being responsive to customers and generating revenue.
Analyzes and processes field activities, such as, repair work, meter changes, check readings, and inspections to ensure timely and accurate billing of accounts;
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Pyramid Consulting, Inc. 12/2017 – 10/2018
Toyota Financial Services – Admin Billing Clerk (Corporate Partner), Inventory Control Unit
Accomplished Billing Clerk for leased vehicles that was returned in a timely manner. Follow new procedures as advised and provided.
Review and provide comments on the adequacy of EWU, mileage, and refunds and initiates the necessary steps to cure any deficiencies.
Successfully request Security Deposits refunds which has resulted in a reduction of pending refunds to customers and dealers with a high accuracy.
Monitor multiple databases, such as Rumba ITS/Rumb Host, Word, Excel, Outlook, Access, Auto Ims, CEP, and Dealer Direct Host to keep track of all company inventory.
Conduct analysis to address discrepancies with inaccurate account for Matured Lease Extensions, which had led to customer billing errors.
Handled key exceptions processing for both back-end and front-end rejects
Global Payments Inc., Owings Mills, MD 02/1998 – 10/2016
Research Representative III
Accomplished specialist with a wide range of experience in the payments industry. Utilized knowledge of payments industry to provide front line support on inquiries regarding company’s products and service offerings. Maintained rapid resolution times with accuracy. Focused on customer satisfaction through ongoing coaching on corporate policies and procedures. Act as team lead to assist with escalated issues and team building. Training new/existing hires.
Acted as liaison between merchant and financial institutions to facilitate issue resolution
Gathered data, determined appropriate resolution and reprocessed transactions for debits and credits as needed
Handled key exceptions processing for both back-end and front-end rejects
Masterfile Representative III
Results oriented with a focus on maintaining world class standards and delivering excellent service levels. Collaborates with other specialists to create a team environment. Training new/existing hires.
Top performer elevated to lead position and charged with providing assistance with team members as needed
Exhibit sound judgement and effectively interpret policies for ongoing coaching
Proactively key merchant information within specified timeframes
Credit Representative
Utilized analytical skills when processing merchant credit applications.
In compliance with corporate policy, verified all merchant credit applications
Performed preliminary site inspections for business entities
Used sound judgement to effectively interpret policies and procedures for application approvals
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EDUCATION AND TRAINING
Glen Burnie High School, Glen Burnie, MD
High School Diploma
Other
Customer Service Training Code of Conduct Training
Business Writing – The Basics Anti-Trust/Global Anti-Bribery
G2 Training for Research & Masterfile Functions Pci Compliance
Franklin Covey – Focus Seminar Email Etiquette Training
Iron Mail Foreign Corrupt Practices Act
Workplace Diversity Awareness Information Security Awareness
Employee Sexual Harassment Awareness Anti-Money Laundering US/AP Region
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