Customer Service High School
Resume:
Seth Lane Hilbun
Kingwood, Tx 77339
*********@*******.***
SKILLS -Driven and motivated to move up quickly and handle any project assigned with accuracy and speed
-Ability to analyze an issue and guide a customer or client to the issue’s resolution quickly and accurately
-Flexibility in adjusting and conforming to changing schedule demands
-Ability to interact well with customers and coworkers
-Creative in developing and implementing marketing strategies promotions
-Skillful in problem solving and improving work efficiency
-Capable of staying current on cutting edge programs, services, and rapidly changing technology
-Creation and maintenance of various database and OS types for varying needs including SQL GUI, Unix
-Experience in IBM and Unisys Server installation, operation, and maintenance
-Microsoft 2003 and 2008 Server Edition operation (A+ Certified)
-Technical knowledge of various Internet transmission types and the principles behind delivering those services to customers
-Completed all requirements to be a Federally Contracted Employee
-Experienced in phone center operations in varying environments
EXPERIENCE Coast Professional Inc. June 2011 – Present
Federally contracted with the Department of Education to Represent their interests and maintain over 450,000 borrower accounts
Student Loan Rehabilitation Specialist – Federally Contracted Employee
Maintained a desk of accounts worth over 4 million dollars comprised of over 415 accounts. Responsible for maintaining and updating accurate user information for each account and keeping borrowers informed of their status helping them get out of a defaulted status. Created an Excel tracker for accounts which the department adopted and is now used by all department representatives. Was promoted to this position within the first five month at the company. Consistently hit daily goals of making 125 calls per day and had the lowest program fallout in the department.
AWG Specialist – Federally Contracted Employee
Responsible for contacting borrower’s places of employment by phone to confirm federally issued wage garnishment order had been received. Issued new orders online if necessary. Oversaw compliance by borrowers places of employment in accordance with the orders issued by the Department of Education. Was a leader in order accuracy, outbound call contacts, and accounts reviewed which enabled me to receive a promotion within five months of hire.
Financial Institution Service Center September 2010 – June 2011
(FISC)
Provides networking and technical support, transaction file handling, and data processing to 50 community banks statewide averaging 8 branches each
Lead Processing Support
Provided online as well as phone technical support both internally and to clients regarding all issues relating to server/client communication, check scanner hardware, and company issued equipment for fifty client banks. Oversaw all routine maintenance needs for all company-to-client issued hardware such as physical repair and scanner firmware installation and updating. Trained all new client personnel on hardware and application maintenance and operation. Produced written procedures which were integrated into the FISC handbook and distributed to all clients and employees. Ultimately responsible for making sure each bank at end of day was closed, balanced, and ready to open next business day.
Progressive Bank
Financial Institution with 10 branches located in 3 cities
Night IT Auditor September 2006 – September 2010
Responsible for all after hours server updating and maintenance via IBM and Unisys green screen interface. Backed up all bank files including customer records and account information nightly to 3mm tape. Ran detailed daily reports for all bank officers and department heads. Initiated and oversaw critical system jobs responsible for updating internal and online systems for next day operation. Responsible for check image quality and meeting Fed compliance. Downloaded and processed all incoming ACH transaction files using FTP Tumbleweed Secure Transport. Uploaded the bank wide nightly cash letter for dispersal to Federal Reserve Bank using same protocol.
Centurytel Communications (Centurylink)
Telecom Company Providing DSL, Cable, and Home Phone Service to 8,000,000 customers nationwide
Internet Technical Support September 2004 – May 2006 Advanced Level (Tier 2)
Took inbound calls regarding DSL connectivity issues. Provided troubleshooting for various modems including Westell 6100, Actiontec, and Netopia. Able to understand and quickly guide customers of all skill levels to an issue resolution. Experience in working with a broad customer base spanning eleven states. Involved with new process development teams working toward improving call handle time and overall service level. Always maintained performance levels on statistic measures in top 3% of entire call center staff in monitoring and low call handling times.
Entergy
Electric service provider to 4 states with over 5,000,000 customers
Tech Support January 2004 - September 2004
Created master technical data for new construction and interacted with contractors and commercial clients via phone for electric and gas utilities. Provided information regarding permits, code requirements and service specifications. Issued orders to field personnel to carry out service requests for all types of service to new construction sites.
Customer Service Representative December 2002 – December 2003
Took inbound calls establishing new accounts, discontinued accounts and service, and transferred service for existing residential customers. Identified billing errors, customer equipment tampering, and fraud.
BancorpSouth
Financial institution spanning 4 states with over 13,000,000 in total assets
Teller January 2002 – October 2002
Responsible for direct customer contact in drive-in and phone customer support, balancing of general ledger accounts, TT&L processing, vault data entry, deposit processing, check cashing and cash handling. Acted as ATM custodian, night depository custodian, and back-up head teller. Worked full time at main office location and weekends at Forsythe branch. Also involved in sales and promotions of all bank products.
Deposit Operations May 2001 – January 2002
Handled account maintenance, customer support, court subpoena research of bank documents, records vault upkeep, and processing of new accounts for all branches.
Data Processor October 2000 – May 2001
Updated bank mainframe, data (CRT) input, and account transactions. Performed check sorting and processing, system backup and updates on Unix based system, and ran proof daily. Maintained voice response system and surveillance systems. Printed and disbursed all statements and notices to customers.
Research Clerk August 2000 – October 2004 Conducted research of all bank documents for court subpoenas.
EDUCATION 2009 A+ certification completed March 2012
Soft Skills Customer Phone Relations December 2002
West Monroe, Louisiana
High School Graduate May 2000
Crowville High School, Crowville, Louisiana
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