Technical Support Call Center
Resume:
Diana Silerio
San Antonio, TX *****
**************@*****.***
Professional Summary
Computer literate, familiar with Rx Claims, Lotus, AS400, KARMAK/Fusion, Medisoft, Workday, Outlook, Excel, Micro4, Odyssey, Windows, Metaframe, Word, GetPaid, OneSpace, Oracle,SAP, Viero, Microsoft Dynamics AX, Great Plains, First Assist, Salesforce, RMS, RDC, OCM,HTML5, Treasury Navigator, Architect, Technical Support, Portal, Linux, CACS 8.2/9.2, Cisco Jabbber, Service Now, and Quickbooks, Digital Treasury, OneNote, Amazon, Treasury Commercial Online, Treasury Manager, Lockbox Online, Lockbox Viewer, Lockbox Image Browser, Remittance Manager, B2B Salesforce. Also familiar with medical claims, EOB, billing/collections, and translating (English-Spanish). Inbound/Outbound call center experience, Copying, Printing, Filing and Scanning Documents. Phlebotomy/EKG Tech Willing to relocate to: Remote
Authorized to work in the US for any employer
Work Experience
Customer Service Associate
Wells Fargo-San Antonio, TX
January 2024 to Present
Call center- Taking inbound calls regarding any banking questions the customers may have. Assist with online banking credentials, wire transfers, balance inquiries, fraud detection and processing claims on disputed transactions. Replacing lost or stolen credit cards and debit cards, checks and account information requested.
Night Auditor
Marriott San Antonio Airport-San Antonio, TX
April 2022 to April 2024
Assisted guests with checking in/out of their rooms. Processed payments for market purchases and extra items charged to the room. Responsible for the night audit paperwork of the Hotels daily financial activity and made sure everything matched before sending them management and accountant. Processed tax exempt forms and removed taxes accordingly. Assisted guests with their room requests and extending or canceling their reservations.
Technical Support Analyst-Treasury Management
Apex Systems/ Truist Bank-San Antonio, TX
July 2022 to December 2023
Part of the Client Transitions Management Team assisting clients with any questions they may have regarding the Migration process to the Lockboxy Image Browser, Remote Deposit Capture, Digital Treasury, Service Now, Treasury Manager, Truist OneView and Truist Commercial Online. Making sure the clients have a smooth process and are able to login prior to the scheduled Migration. Scheduling meetings to assist with navigating the new platform as well as adding users, administrators, entitlements and tokens whether soft or hard to the new platform. Providing technical support and troubleshooting any issues the client might have with the conversion from one platform to another whether online or their mobile application. Assisting clients with processing and creating ACH, wire templates/payments. and approvals. Verifying and updating the clients' credentials and resetting passwords. Assisting clients with any questions they may have with their Lockbox remittance reports, test files and exceptions. Working with high volume calls and tickets and making sure they are answered in a timely manner. Bilingual Credit Card Specialist
JPMorgan Chase-San Antonio, TX
October 2021 to July 2022
Assist credit card customers with any questions they may have regarding their balance, rewards, benefits, payments and any changes to their account. I also assist with Balance Transfers, Cash Advances, Fraud and Processing Payments. Explaining the different kinds of credit cards that Chase offers and the benefits and assisting customers with their online banking credentials. Provided assistance with downloading their mobile app and setting up username/password. Verified customers credit and assisted on requesting a credit increase and apply for credit for new customers. Technical Support Analyst-Treasury Management
Digital Staffing/ Harland Clarke-San Antonio, TX
April 2021 to October 2021
Commercial/Retail Banking/ Treasury Management - taking inbound/outbound calls and emailing the clients to assist with their banking conversion needs to Treasury Navigator. Assist with any questions regarding the migration process and walking the clients through a successful download of the secure browser for their banking needs. Provide technical support and troubleshooting when the client is not able to successfully download the secure browser. Assisting the clients process their Wire/ACH payment transfers and setting up their templates. Walking the clients through the process of connecting to QuickBooks/Quicken. Answering any questions regarding their Commercial Bank Account, Remote Deposit Capture and verifying if their payments have cleared. Also responsible for working any client open tickets that are emailed on a daily basis. Assisting clients with their login problems and any questions they may have regarding their bank account.
Accounts Receivable Specialist
FRENCH ELLISON TRUCK CENTER-San Antonio, TX
October 2017 to April 2021
Billing/Collections-Contacting customers regarding their past due balances. Email the customer copies of invoices, statements and collection letters as well as creating invoices per the customers request to get payments. Verify customer payments to make sure they were posted correctly. Skip trace when I can't contact the customer. Process credit card payments. Prepare bad debt packages. Provide a weekly report for the managers on accounts that are over 60 days past due on an Excel spreadsheet. Posting daily lockbox and ACH payments. Credit holds on past due accounts, if still no payment close the account. Credit report pull for new customers and credit limit increases. Working close with parts and service to verify that everything was billed correctly. Reconcile accounts for proper posting. Responsible for dispatching tow trucks or salesman wherever needed at the time. Accounts Receivable Specialist
iHeartMedia-San Antonio, TX
July 2014 to October 2017
Business to Business Collections - Making sure all payments are posted correctly, refunding any over payments. Make calls or send emails to customers/Account Executive to verify when payments will be made, offer payment plans when available and provide aging reports. Process bad debt write off packets or send accounts to a third party collections agency when unable to collect. Work all open tickets from Service Now in a timely manner. Answer all customer inquiries, discrepancies, statement requests, send copies of invoices and reconcile accounts to verify all payments have been applied correctly. Submit special billing request, adjustments and payment transfers. Skip tracing when customers can’t be located. Work with multi Market managers to ensure everything is billed correctly and provide updates on all accounts when requested. Provide my manager a weekly update on the top 20 accounts in my portfolio. Meet quarterly goals.
Skills: problem solving abilities, work well with others, fast learner Collector II
Kohl's Department Stores, Inc-San Antonio, TX
July 2011 to May 2014
Made outbound calls to Kohl's customers who were anywhere from 30 days to 6 months past due on their Kohl’s credit card. Updated any new information regarding the customer. Skip traced accounts, assisted other departments (inbound) when call volumes were high. Processed online orders for customers when having problems. Assisted store associates with getting customers identified when credit cards were lost and needed to make a purchase.
Education
Required
Roosevelt HS-San Antonio, TX
September 1991 to June 1995
Skills
• Negotiation
• Microsoft Dynamics GP
• Organizational skills
• ACH
• Communication skills
• Customer service
• ServiceNow
• Sales
Languages
• Spanish - Fluent
Certifications and Licenses
Life & Health Insurance License
CPA
Additional Information
Skills
Phlebotomist (Expert)
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