Administrative Assistant, Sales,Customer Service
Resume:
Walterri Garrens
Omaha, NE 68127
********@*******.***
OBJECTIVE
A Position that allows me to use my analytical, communication, and methodic organizational skills to improve processes, gain efficiency, and to eliminate inadequacy and redundancy.
SUMMARY OF QUALIFICATIONS
Results-Driven Producer with extensive experience in customer service, client relations, and administration
Dedicated to Continuous Development through analytical research, sharing best practices, evaluating current processes, and desire to get things done right the first time
Excellent Communicator with demonstrated ability to work effectively with others to negotiate, set monitor, and achieve goals
Powerful Leader with proven ability to build a cohesive work environment and reach consensus towards achievement of common goals
WORK EXPERIENCE
Infogroup, Papillion, NE (2010-2012)
Billing Specialist
Responsible for departmental functions to ensure timely invoicing of customer bills
Provide staff assistance as required
Create new invoices for customer billing outside of the normal billing cycles
Making adjustments to current invoices that were charged for data not requested
Collections Specialist
Run reports for the Collections department using Oracle database reporting system
Assist Credit Manager with past due customer accounts, calls to customers to collect on past due accounts, starting at 30 days, follow up and prepare for third party collections if necessary.
Specific collection calls made for six individual divisions
Answer customer questions on invoices from all divisions within Infogroup
Accounts receivable duties, apply payments to customer invoices
Reversal of credit card approvals that were charged in error from sales departments
Issue credits back to customer for adjusted invoices using accounts receivable program
Chargeback Analyst
Create a chargeback manual using a new processor Merchant e Solutions
Complete charge backs on credit card disputes in timely manner
Analyze and evaluate detailed information to determine root cause, for Visa, Master Card, American Express and Discover credit card disputes.
Review the credit card disputes and ensure that all information is gathered to fight the dispute in favor of the merchant.
If a specific area of dispute assistance is needed, call the credit card processor to discuss the best way to resolve the disputes with the strongest documents in order to win the dispute in favor of the merchant.
ACH Analyst
Gather all incoming ACH data and prepare to send to ACH processing for advisement of errors regarding automated payments to accounts.
PayPal, LaVista, NE (2002 – 2010)
Chargeback Agent
Analyze and evaluate detailed information to determine root cause, for Visa, Master Card, GE, AMEX, Chase Payment Systems, HSBC System and RBS(Royal Bank of Scotland) Omni Pay Chargebacks
Extract key information to make informed decisions
Continuously look for ways to improve my performance and the efficiency of my work
Develop comprehensive correspondence to ensure the customer fully understands their next steps and my determination regarding their dispute
Evaluate customer emails and responded in appropriate manner ensuring customer satisfaction
Access multiple account processors to work assigned chargeback tasks assignments
Review fax documents and apply to correct customer accounts
Process ACH payment
Process Credits to user accounts.
Administrative Assistant
Prioritize, evaluate, and complete workload to meet strict time requirements
Disseminate chargeback to Visa, Master Card, and American Express
Fax incoming hard copy customer mail into our Outlook Fax queue
Combine chargeback response emails and specific Attack Customer Case ID
Analyze e-mails that are not for the Chargeback area and forward on to the proper department
Coordinate offsite storage needs and maintain archive list
Sort Discover incoming mail by pending, immediate, and ticket retrievals
Memberservices – overnight e-mail team
Evaluate customer emails and respond in appropriate manner ensuring customer satisfaction
Account researching
Problem solving to find win-win solution
InfoUSA, Omaha, NE (2001-2002)
Collections Specialist Omaha, NE
Run daily reports for the Collections department using Oracle database, AS400 database, and Brio reporting system
Compile excel spreadsheets for six divisions and Collection Department
Conduct collections calls to Business Accounts Payable on past due accounts for six separate divisions
Use independent judgment to decide if past due customer accounts should be allowed to set up payment plans or prepare to send to third party collections
Process Chargebacks on credit card disputes
Analyze credit card disputes
Reconcile invoices
Conducted new hire training and wrote and maintained training manual
Tested new software
Hawthorn Suites Omaha, NE (2001-2001)
Sales Coordinator
Sale hotel and meeting space, including contract negotiations and completing contract specs
Handle Hotel Corporate Accounts, Reservations, and Front Desk Duties
Maintain and update hotel inventories
Administrative duties for back office, including the General Manager and Assistant General Manager
Contact current and proposed clients for events and overnight accommodations
Conduct research to obtain a list for cold calling
Maintain revenue log to assist with budget
InfoUSA, Omaha, NE (2000 - 2000)
Credit and Collections
Run daily reports for the Collections department using Oracle database, AS400 database, and Brio reporting system
Format excel spreadsheets for Collection Department
Assist Credit Manager with past due customer accounts
Complete charge backs on credit card disputes
Track UPS delivery of products
Review the credit card disputes and ensuring all information is accurate
Reconcile invoices
Answer customer questions on invoices from all divisions within InfoUSA
Administrative Assistant for Sales Office
Collaborate with sales persons and customers to generate revenue
Answer customer’s questions regarding their online business account
Process intent to cancel letters per customer’s requests
Strategize with sales persons on how to win back a customer’s business
Maintain customer database and filing system for Omaha and San Francisco offices
Hyatt Hotels & Resorts, Omaha, NE (1984-2000)
Hyatt Gold Passport Account Services Representative (1997 – 2000)
Relief Supervisor
Handle Gold Passport member calls regarding their frequent traveler account
Assist with making reservations for the member by using their account point balance
Adjust member’s account point balance when proper credit was not received
Negotiate positive outcome with irate members
Administrative Assistant Hyatt Hotel National Sales Office (1995 – 1997)
Assist six National Sales Managers with quotas of over 2 million
Complete sales and catering reports for the corporate office
Assist with all aspects of group bookings for clients when Sales Managers were unavailable
Won the National Sales Office of the year for 1996
Hotel Presentations Coordinator (1994 – 1995)
Set up presentation schedules and reserve conference rooms
Book accommodations and car rental for general managers from domestic and international hotels
Negotiate rental of specialty items depending on presentation theme
Oversee set-up and tear down
Receptionist/PBX Operator (1988 – 1994)
Greet Visitors
Answer multi-line phone system
Run phone statistics reports for reservation representatives
Book employee complimentary room reservations
Human Resources assistant duties for a staff of 500 employees as needed
Reservations Representative – Relief Supervisor (1984 – 1988)
Receive customer calls for domestic and international Hotels
Complete Resort Desk and Suite Desk reservations
Coverage of Supervisor Desk as needed
EDUCATION
Metro Tech Community College Omaha, NE
Wayne State College Wayne, NE
South High School Omaha, NE
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