customer service Experience specialist

Pollyanna Bartholomew

Davenport, IA ***** 563-***-**** *******@*****.***

Professional Summary

Experienced customer service and financial services professional with extensive background in call centers, banking, credit union operations, and patient care advocacy. Skilled in payment processing, Medicare support, compliance reporting, account management, and problem resolution. Recognized for strong customer communication, accuracy, and the ability to manage complex, high volume environments.

Core Skills

Customer Service & Call Center Operations

Medicare & Mail Order Pharmacy Support

Payments, Billing & Account Management

BSA/OFAC Compliance Reporting

Teller & Banking Operations

Loan Processing & New Accounts

Microsoft Office & Excel

Problem Resolution & Customer Care

Multi-tasking & High-Volume Workflows

Professional Experience

Customer Experience Associate (CEA) – Payments & Services — MidAmerican Energy, Davenport, IA

October 2025 – March 2026

Handled inbound calls regarding payments, emergency orders, billing questions, and service options.

Set up payment agreements, budget billing, service connections, and disconnections.

Provided accurate information to customers during urgent or time sensitive situations.

Medicare PCA (Patient Care Advocate) — Alorica – Remote (Work from Home)

June 2019 – October 2025

Assisted Medicare members with all aspects of mail order pharmacy services.

Resolved issues related to prescription orders, costs, coverage, and shipping.

Supported customers with coverage reviews, billing questions, grievances, and account inquiries.

Universal Teller — The Family Credit Union, Bettendorf, IA

December 2018 – May 2019

Delivered member services including teller transactions, new accounts, and loan support.

Ensured accuracy and compliance with financial regulations.

New Car Desk / Accounting Office — Green Buick GMC, Moline, IL

2017 – 2018

Managed accounting for new car sales and processed payroll for sales staff.

Processed aftermarket accounts and balanced related schedules.

Applied and distributed new car rebates; checked in incoming inventory.

Head Teller — Blue Grass Savings Bank

May 2017 – November 2017

Supervised teller operations and performed vault management.

Served as BSA reporter and provided customer service.

Managed ATM balancing and teller duties as needed.

Credit Department / New Accounts — Von Maur, Davenport, IA

2016 – 2017

Reviewed and approved credit applications per company guidelines.

Handled customer inquiries, payments, and collection accounts.

Evaluated accounts for credit limit adjustments when appropriate.

Office Manager — North Brady Imports Inc., Davenport, IA

2010 – 2016

Managed accounts payable, daily deposits, and bookkeeping functions.

Supported office operations and financial recordkeeping.

Operations Branch Manager / Dealer Loan Officer — RIA Federal Credit Union, Rock Island, IL

1999 – 2016

Managed operations for the Arsenal Branch and acted as liaison to the U.S. Armed Forces.

Served as BSA and OFAC Compliance Reporter for all branch locations.

Oversaw scheduling, new accounts, and consumer lending including second mortgages.

Coordinated with dealerships to process dealer loans and expand loan options for members.

Education

High School Diploma — Central High School, Class of 1982

Cosmetology Graduate — Stewart’s School of Hair Styling, 1984 (State Boards completed in 1985)

Certifications

NCRC Silver Certificate — ACT Iowa (Certificate #RSH02740YCVQ)

NMLS License #831058 (2012–2016) — SAFE Act Requirement

Skills & Systems

Microsoft Office, Excel, Copilot

US Treasury BSA/OFAC Systems (10+ years)

Call Center & CSR Experience

Customer Care & Issue Resolution

Assessments

Customer Service Skills — Proficient (Indeed Assessment, November 2018)

Link: https://share.indeedassessments.com/share_assignment/wbd-jwb7ozi1g0gv

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