Help Desk Customer Service

Jocelyn D. N. Rowe

Helena, AL *****

***************@*****.*** 205-***-****

Summary of Qualifications:

20+ years Effective Leadership

20+ years Exceptional Customer Service Skills

** ***** **stomer Relationship Management

Analytical Thinking and Problem Solving Skills

Strong Communication Skills

Customer Account Management

Increase Productivity through Cost Analysis

High Level Performance with Efficiency

Troubleshooting / Help Desk

Experience:

Nov. 2024

To February UAB Police Department Birmingham, AL

Department front counter and provides general information and assist the public. Performed clerical and technical tasks related to the receipts, storage and disposal of property and evidence confiscated.

Made IDs and fingerprints for applicants, new hires and police officers using LiveScan. Other duties related to vehicle abandonment, towing, code enforcements, maintaining detailed records and disposes of all items in accordance with City, State, and Federal laws, rules and regulations as well as process incident and accident reports.

Executed the full range of duties working independently, applying program knowledge and exercising judgement and initiative while having significant public contact.

Nov. 2022 to Nov. 2024 Full Time Student

Oct. 2019 Wells Fargo Bank Corporate Homewood, AL

to Nov. 2022 Cash Vault Operator

Maintain an accurate data entry of all cash exchange

Place and fulfill orders from the Federal Reserve Bank

Process orders for Tellers, to include making changes in registers

Investigate and resolve count issues

Daily responsibility for millions of dollars

Daily counting of deposits and ATMs

Fraud and Claims Ops Specialist

Provide investigative service to customers through inbound and outbound calls

Conduct investigation and resolve claim issues

Authorize reimbursement and/or reconsideration of funds

Recognize and identify schemes, detect and prevent fraud

Determine source of compromise and take appropriate action

Place holds and restraints and/or refer accounts for suspected account misuse.

Resolve customer complaints

Nov. 2019 FedEx Irondale, AL

to Jan. 2020 Quality Assurance

Inspect packages for accuracy, durability and correct destination

Track, box and repackage all packages that do not pass inspection

Investigate and track missing packages and report results to authorities

Prepare hazardous and international packages for delivery

Correspond with customers via email, landline and in person concerning loss packages

Apr. 1998 US Postal Service Birmingham, AL

to Sep. 2019 Carrier, Supervisor, CSM, Various Positions

Supervise twenty-three carriers and eight clerks, scheduling, time cards, vacation, job counselling on performance and prescreening employees for advancement. Department EAP counselor

Investigated, evaluated and processed worker’s compensation claims

Develop and conduct training classes

Monitor and evaluate effectiveness of the program by analyzing data

Conduct performance reviews and gave written notice of evaluations

Represented employees against management as well as being a supervisor and advocate, collaborating with union representatives to recommend proper disciplinary action. Provided staff advisory services on agency wide issues pertaining to the impact of negotiations of contract rights and third party decisions on management rights and carriers’ contractual agreements.

Process and investigated accident reports and access damages

Manage shipping and receiving logistics of commercial and USPS trucks

Order supplies and equipment

Handle accounts receipts and payments for vendors, process all revenue reports and negotiated and approved vendor contracts. Performed investigations and departmental audits.

Develop, establish and maintain customer relationships as well as their advocate when there were problems.

Provide information to customers about products and services

De-escalate problems and assist difficult customers

Oral and written communication with co-workers and customers

Make customer calls and respond via email to customer inquires

Other duties related to Union Stewart, Training, Accounts Receivable and Payable, Procurement, Small Sales, Analyst and Investigations

Education: A. H. Parker High School, Birmingham, AL

University of Phoenix

Bachelor of Science in Business

Human Resource Management Undergraduate Certificate

United States Navy: Honorable Discharge

Contact this candidate