Data Entry & Customer Service Specialist

Russell Johns

**** ******** ********* ***** *******, TX 75154 214-***-**** **************@*****.***

HARD-WORKING AND TECHNICALLY SKILLED PROFESSIONAL known for accuracy, attention to detail, and timeliness in diverse-industry employers. Over 20 years of progressive data entry customer service experience in collections, banking, media, legal, security, education, and inventory control industries. Proficient in Microsoft Office Suite, Operating Systems, and Networking.

PROFESSIONAL EXPERIENCE

PNC FINANCIAL SERVICES, PITTSBURGH, PENNSYLVANIA

Virtual Sales Representative, 05/2022 to 11/2022

Performs customer service and sales support activities and initiatives. Transitions the conversation to present sales opportunities to increase share of wallet to customers, and handles inquiries. Supports a complex dedicated suite of products/services, and/or leverages an advanced process or tool to support external customers. Delivers CARES model to customers and service partners.

Receives, investigates, and responds to customer service and sales inquiries regarding products, services, and issues via all channels through which customers are served.

Refers to applicable products and services. Recommends appropriate solutions. Follows defined treatments and/or employs active listening skills to present alternative solutions.

Resolves customer service inquiries and issues. Recommends appropriate solutions. Maintains high levels of customer satisfaction consistent with PNC's core values. Demonstrates commitment to quality. Resolves more complex or reoccurring issues where appropriate, and identifies root cause.

Documents customer interactions and thoroughly completes service requests to minimize customer effort or additional action.

DALLAS AREA RAPID TRANSIT, DALLAS, TEXAS

Station Concierge, 05/16 to 02/2020

The incumbent acts as an official representative of Dallas Area Rapid Transit (DART) for patrons at Transit Centers, Transfer Centers, and Rail Stations. Provides quick and accurate information and assistance to customers in a courteous, professional manner. Ensures a high level of cleanliness, appearance, and operational efficiency of the facilities. Is alert and proactive in identifying potential issues and customer needs.

SMART BUS OPERATOR, 09/14

Operates Dallas Area Rapid Transit's (DART) revenue vehicles (bus) in a safe, dependable, efficient, and on-time manner to provide transportation services for passengers.

OFFICE OF THE ATTORNEY GENERAL, DALLAS, TEXAS

Child Support Tech II, 04/13 to 08/14

•Prepared cases for court, which included filing pleadings, setting cases on the docket, monitoring service, and attending court as needed

•Accurately entered, retrieved, and updated child support case information in child support computer systems

•Collected on past due child support payments

•Responded to inquiries concerning child support cases

•Trained staff on child support policies and procedures

HILTON WORLDWIDE CORPORATION, CARROLLTON, TEXAS

Reservations Sales Specialist, 04/12 to 01/13

•Answered high-volume calls for hotel brands to accommodate the guests’ needs

•Booked reservations using credit card information

•Provided excellent customer service in a sales environment

•Routinely met or exceeded sales goals and attendance expectations

SOUTHWEST CREDIT SYSTEMS, CARROLLTON, TEXAS

Commercial Collector II, 01/12 to 02/12

•Responsible for contacting and communicating with delinquent businesses and/or their accounts payable departments to establish repayment terms on their assigned accounts

•Handled a high volume of outbound and inbound calls, using knowledge of the Fair Debt Collection Practices Act and requiring superior communication and negotiation skills to effectively resolve the delinquencies owed to our client(s)

•Advanced skip-tracing skills and working knowledge of business-to-business accounting practices

•Routinely met assigned productivity and performance goals while maintaining full compliance with company policies as well as State and federal regulations governing debt collection

CITIGROUP, IRVING, TEXAS

Front End Collector, 06/09 to 09/09

•Collected past due amounts on mortgage and/or home equity loans

•Negotiated and advised payment arrangements and offered alternatives to customers on how to meet their obligations

•Compiled data, produced reports, resolved errors, made calculations and/or adjustments to customers' accounts

FEDERAL RESERVE BANK (CONTRACTED BY SNELLING STAFFING), DALLAS, TEXAS

Customer Service Representative, 08/07 to 04/09

•Provided customers with information in response to inquiries about products or services

•Efficiently resolved customer complaints according to established policies and guidelines

•Strong verbal communication and listening skills

EDUCATION/SPECIALIZED TRAINING

Introduction to Data Analytics Certificate, FEBRUARY 2023

Excel Dashboard Certificate, MARCH 2023

EL CENTRO COLLEGE, DALLAS, TEXAS

CCNA 1 Networking Fundamentals Certificate, MAY 2011

CCNA 2 Routing Protocols and Concepts Certificate, MAY 2011

BROWN MACKIE COLLEGE, GARLAND, TEXAS

Network Technology Associate Degree, 2004

Contact this candidate