Remote Customer Service
Resume:
JULIO
MERVANT RIVERA
**********@*****.***
Philadelphia, PA 19140
SKILLS
MS Word, MS Power Point, MS Excel, MS Office, MS Outlook, MS Windows, Scanning, Research, SQL, Technical Proficiency, Payroll Assistance, Google Docs, Google Suite, CRM Ticketing Systems, SAP, Customer Complaint Resolutions, Account Payable, Analyst Skills, Antivirus Software, Organizational Skills, Phone Communication, Computer Operations, OSHA Compliance, Firewall, Customer Relationship Management (CRM)
EDUCATION
Drexel University
10/1997
Computer Information Technology
180 Credit Hours
Bishop McDevitt High School
GPA 3.8 06/1980
Graduate
2nd Honors
Montgomery County Technical and Trade School
06/1980
Data Processing Technology
GPA: GPA 4.0 1980
Cardinal Hayes Memorial High School for Boys GPA 3.8 06/1977
PROFESSIONAL SUMMARY
Dynamic and results-oriented professional with extensive experience in customer service, tax assistance, and insurance policy coordination. Proven track record of resolving complex issues, enhancing customer satisfaction, and streamlining processes for efficiency. I am skilled in data processing, policy analysis, and providing comprehensive support across various sectors including government, insurance, and banking. Committed to levering expertise to contribute to organizational success.
WORK HISTORY
Internal Revenue Service - ACS Service Representative-40 Hours / Week 2970 Market Street Philadelphia, PA 19104 267-***-****
01/2024 - 03/2024
Taxpayers call in to get assistance with their balance of due accounts and returns. You must verify their identity by asking them questions, their name, address and Social Security Number. All details must be correct before you can assist them.
Once their account is up and running. You ask them how may I help you today
The taxpayers ask you questions and want to know why and how they owe in the years that are listed in the letter that they received.
You then explain to them why and provide them with details of how and why they owe those years. They can either pay in full, or they can be set up for a payment plan, and you must explain to them that the balance(s) accrues interest. So, the quicker the taxpayer can pay it off, the better.
Processed ACH Deposits from the client's bank account(s) to pay off their balance and/or to set up a payment plan.
Provided Customer Relationship Management provides a combination of strategies, processes, and software that help businesses manage interactions with customers and potential clients.
Inspiritec Incorporated - Triage Customer Service Representative-38 Hours / Week 340 North 12th Street, Suite 200, Philadelphia, PA 19107 215-***-**** 08/2021 – 11/2021 (Remote)
Pandemic Unemployment Assistance Program (Remote)
Reviewed claimant files to verify if they qualified for PUA payments. They must provide documents uploaded into their portal that they were laid off from work due to the pandemic. All documents must be submitted and approved before they can receive benefits. Those documents must be seen and verified by a client service representative to be truthful with signatures from the claimant.
Inspiritec Incorporated – Unemployment Compensation Specialist 38 Hours / Week 03/2021 – 07/2021 215-***-**** (Remote)
Claimants call in to indicate that they are having problems receiving their Unemployment Compensation Benefits. First, you must resolve the issue and explain to them why they are having that issue. If you cannot resolve the problem. You then provide them with a ticket number and inform them that a UC Specialist is going to contact them to solve the problem.
City of Philadelphia - Semi-Skilled Laborer, Street Repairer / Snow Remover-40 Hours / Week 1401 John F. Kennedy Boulevard, Philadelphia, PA 19102 09/2014 – 10/2016 215-***-****
Street milling and repaving to produce a new layer of surface asphalt to the roadways. Line stripping and marking of roadways to provide visible guidance to drivers and pedestrians.
Operator of snow and ice removal equipment and salt dispensers. Proficient in the use of pneumatic power and hand tools for spreading asphalt and road building materials and inventory control.
AON Affinity Financial Corporation - Policy Coordinator – 40 Hours / Week 1101 Virginia Drive, Fort Washington, PA 19034 03/29/2010 – 09/28/2010 215-***-****
Serviced comprehensive and affordable malpractice insurance for nurses, practitioners, clinical nurse specialists, certified and registered nurse anesthetist and students. Insurance verification and handled HIPPA misconduct and abuse cases.
Provided 24/7 coverage to defense attorneys. Provided coverage to include worldwide, portable cosmetic procedures and personal liability coverage, defendant expense benefits, license protection, personal injury, medical payments and assault coverage, damage to property of others, first aid expenses, disposition representative and coverage for educational and consulting services.
Catalyst 360 - AARP Medical Plans Processor – 40 Hours / Week Wilmer Road and Business Center Drive, Horsham, PA 19040 02/04/2007 – 08/05/2008 215-***-****
Processed changes to existing policies. Described medical terminology. Upgraded policy holders to new policies. Cancelled out policy provisions due to the death of a policy holder. Handled insurance verification and assisted clients in choosing between a Medicare Complete or a Medicare Advantage Policy based on whether the client was living independently or in a nursing facility.
Bank of America - Customer Service Representative-40 Hours / Week 550 Blair-Mill Road, Horsham, PA 19040 11/22/2004 – 10/24/2006 800-***-****
Handled all bank account services. Performed balance transfers, issued new credit cards and provided complete and accurate information. Informed customers of any bank specials and events via public media sources. Debt Collections, Handled billing and invoices and accounting. Audited incoming and outgoing calls to track call quality and handle time.
Processed ACH Deposits to pay off credit card balances and offered new credit cards with a low interest rate if they qualified for the offer after a credit check.
Philadelphia Bulk Mail Center – Mail Processor 1900 Byberry Road, Philaephia, PA 19116 02/1995 – 03/2004 215-***-****
Processed mail bags from roller tables and distributed them into boxes to be mailed to the proper destination. Operated forklifts to place boxes in mail trucks for transport.
Operated sorting machinery to efficiently process incoming mail.
Sorted and categorized mail based on size, weight, and destination.
Maintained cleanliness and organization of processing area to enhance workflow.
Monitored equipment performance and reported any malfunctions for maintenance.
United States Navy - Data Processing Technician; Petty Officer Third Class
10/1980 - 11/1985
Top Secret Security Clearance, Disabled Veteran
Honorable Discharge
Operated large and small Univac and IBM computer systems. 10 key machines operated for payroll services and payment processing. Wrote computer programs in Fortran, RPGII and Cobol and provided Data Operations.
Responsible for the development of the Navy's manpower divisions for the placement of all enlisted ranks and commissioned officers for sea and shore.
REFERENCES
Nick, Mendillo, Manager, *********@**********.***, 267-***-****
Mary, Berry-Shields, Manager, ****.*****-*******@**********.***, 215-***-****
Jeanine, Ferguson, Project Manager, *******.********@**********.***
LANGUAGES
English
Native or Bilingual
Spanish
Limited Working
.
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