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Contact Representative Resume Example

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CONTACT REPRESENTATIVE
Career Overview

Detailed-oriented Specialist with significant experience in customer service, quality assurance, risk and fraud management, and collections for a Fortune 500 company. Skilled in analytical, organizational and problem solving resolution. Strong ability to multi-task work and interface with internal and external customers with a talent for assimilating new information quickly.

Summary of Qualifications
  • Seasoned in conflict resolution
  • Sharp problem solver
  • Strong organizational skills
  • Adaptive team player
  • Analytical/organizational skills
  • Oriented to team environment
  • Customer service/call center
  • Research/resolve
Accomplishments

Managed /Served as Budget Chairman for FBC with assets over 1.1 million dollars with a team of 4 people.

Work Experience
Contact Representative
August 2014 to August 2015SOCIAL SECURITY ADMINSTRATION - Overland Park, KS
  • Represented the first point of contact for claimants and their representatives seeking information regarding their rights or claims for entitlement to retirement and survivors insurance, disability insurance, or supplemental security income benefits filed under Titles II, XVI and XVIII of the Social Security Act, as amended.
  • Provided information to the public by telephone through the national 800 number.
  • Interviewed beneficiaries, inquirers and/or their representatives to determine the nature of their problem or interest Screens callers for all possible entitlement to benefits.
  • Provides beneficiaries with information or instructions about eligibility and benefits being paid under Retirement, Survivors, Disability insurance programs, Medicare and/or the Supplemental Security Income (SSI/Title 16) program including the effects of the Income Related Monthly Adjustment Amount (IRMAA) to their benefits based upon income.
  • Explained the legal provisions, regulations, and procedural requirements for obtaining benefits under the Social Security programs as they relate to a specific case as well as explain the application of regulatory provisions and the basis for the Agency's determinations in individual cases.
  • Responded to calls regarding social security numbers (SSN's,) replacement SSN cards, and the actions needed for newborns and aliens.
  • Accepted requests to start or stop voluntary tax withholding and explains the withholding rates set by IRS.
  • Explained and promoted the agency's online and automated services.
  • Handled appeal requests, explanations and status requests.
General Clerk l
April 2014 to August 2014J & M MANAGEMENT - Overland Park, KS
  • Provided quality assurance for the National Benefit Center by, confirming proper documents are present in files, identifying and recording discrepancies, and reviewing multiple forms and supporting documentation to discern name, social security variations to record in a government database.
  • Performed preliminary examinations of applications/petitions for immigration benefits; ensuring required supporting documentation is included, and applying immigration laws, policies and procedures.
  • Confirmed proper documents are present in files, identify, and record discrepancies found in submitted documentation.
  • Reviewed multiple forms and supporting documents to discern name variations to record in government database.
  • Analyzed problems with applications to identify significant factors, gathered pertinent data, and recognized solutions.
  • Managed records by tracking, auditing, and consolidating files as required.
Quality Assurance Analyst
May 2012 to October 2013SPRINT - Overland Park, KS
  • Provided feedback to several call centers, listen to incoming and per-recorded calls, and evaluate call center representative's soft and technical skills to determine if they followed methods and procedures were aligned with the company's customer service expectations.
  • Evaluated the representatives call quality and compliance for the vendor sites.
  • Accessed accounts to evaluate attributes, technical elements, and soft skills used during calls.
  • Reviewed escalation calls that involved complexed issues for customers.
  • Communicated orally and or in writing unresolved issues evaluation to management teams for agent coaching.
  • Documented feedback in the evaluation forms and notated accounts for future reference.
  • Referred evaluations to site manager for further coaching and development.
Payment Liaison/Revenue Specialist
May 2002 to May 2012Sprint - Overland Park, KS
  • Provided assistants to 29 outside collections agencies, internal representatives, and customers, by reviewing accounts for discrepancies in the billing, payments, and escalation issues.
  • Handled escalations calls with collection agencies on behalf of customers verifying receipt of payments and updating credit bureaus.
  • Processed paid in full letters and discrepancies of billing issues.
  • Analyzed problems to identify significant factors, gathering pertinent data, and resolved issues.
  • Assisted collections agencies in resolving customer disputes, ensuring compliance to the Federal Department of Consumer Protection Act.
  • Provided agencies with additional supporting documentation to prove claims validity.
  • Notified collection agencies of possible settlement agreements to settle customer's claims in full.
  • Collaborated with management team to implement and improve processes.
  • Managed inflow of customer payment disputes by investigating and finding resolution.
  • Managed transmission fallout payments on daily reports.
  • Researched and resolved 250-500 payments weekly.
  • Balanced and processed posting for non-consumer accounts of over $100 million dollar f in monthly transactions in an accurate and timely manner.
  • Reviewed 50-100 unidentified payments daily for quality control.
  • Verified, researched, and processed corporate security payment discrepancies to balance accounts.
  • Prepared monthly reports of Corporate Security discrepancies.
Fraud Investigator Analyst
February 1999 to January 2002Sprint - Overland Park, KS
  • Monitored the electronic fraud systems for alarms indicating fraud from handset usage, towers, and international use, while stopping potential fraud of over thousand dollars Detected, investigated and prevented fraudulent activity involving consumer and business accounts.
  • Monitored the electronic fraud systems for alarms indicating potential fraud from identity theft or device usage.
  • Researched victim's claims, worked with law enforcement officers to gather information for further investigation for possible convictions.
  • Identified new variances, investigated billing statements, and resolved accounts generated by the alarms.
  • Analyzed accounts to determine fraud while adhering to policies and procedures to minimize risk to the company.
  • Recommended process improvements used in fraud investigations to expand effectiveness and efficiency.
Educational Background
Bachelor of Science : Management, 2007Baker University - Overland Park, KS
Skills

Microsoft Office, Word, Excel, Access

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Resume Overview

Companies Worked For:

  • SOCIAL SECURITY ADMINSTRATION
  • J & M MANAGEMENT
  • SPRINT
  • Sprint

School Attended

  • Baker University

Job Titles Held:

  • Contact Representative
  • General Clerk l
  • Quality Assurance Analyst
  • Payment Liaison/Revenue Specialist
  • Fraud Investigator Analyst

Degrees

  • Bachelor of Science : Management , 2007

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