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Customer Service Representative Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Highlights
Type 70 wpm Microsoft Word Excel
Accomplishments
Experience
11/2014 to Present
Customer Service Representative Eastman Chemical Company Saint Louis, MO,
  • Provide quality customer service in a call center environment via phone and email.
  • Effectively communicate information regarding client issues to assist with resolution.
  • Assist customers with software renewals, issues with billing, general inquiries, password resets, general product support, explain licensing and advise customers of procedures in product utilization.
  • Phone-based duties primarily consist of incoming and outgoing calls, various call campaigns and reception calls.
  • Demonstrated the ability to quickly learn and master complex information.
  • Demonstrated research and problem-solving skills.
10/2011 to 11/2014
Contact Center Representative First Commerce Credit Union Jacksonville, FL,
  • Respond to incoming member inquiries in a call center environment, including but not limited to: Credit Union Member Services, Home Banking, Bill Payment, and other Internet products.
  • Assist members with financial account information, general inquiries, loan applications and advise members of procedures in product utilization, respond to inquires regarding the provider site, address issues in security, provide status information on accounts, direct members in resolving issues with payments, enrollment and open claims.
  • Provide information or copies of electronic/paper payments to institutions to investigate, research and resolve member issues.
  • Take applications for and service Student Choice student loans.
  • Assist in resetting passwords and provide basic technical information.
10/2010 to 03/2011
Home Preservation Specialist Mercy Medical Center - Canton Canton, OH,
  • Contacted customers via phone whose loans were in default to evaluate and screen the customers eligibility for loan modifications per PMI guidelines and processes in accordance with FDCPA laws.
  • Sent out loan modification documents to eligible customers via fax, email or mail.
  • Input financial information and documentation into Client - specific systems.
  • Worked as part of a team in a high production environment to ensure loans are serviced in a timely manner by taking inbound calls and auditing documents to ensure completeness and accuracy of documents.
  • Forwarded all loan modification documents to the client (PMI) for approval.
  • Demonstrated excellent time management skills and the ability to handle multiple projects with minimal supervision.
11/2008 to 02/2010
Secretary American Electric Power Sidney, OH,
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
  • Greet callers, handle their inquiries, and direct them to the appropriate person according to their needs.
  • Create and mail promotional material and billing information.
  • Schedule and confirm appointments for clients.
  • Collect and disburse funds from cash accounts, and keep records of collections and disbursements.
  • Performed general office duties such as filing, faxing and making copies.
01/2006 to 03/2008
Senior Processing Clerk American Electric Power Tipton, OK,
  • Homeowners.
  • Data entry of policy amendment requests and cancellations sent by agents.
  • Provided excellent customer service via telephone and email to agents in the field to provide solutions to any processing issues they may have.
  • Researched mortgage company information using the internet and mortgage coding system.
  • Performed general clerical tasks such as faxing, filing and typing correspondence letters.
01/2005 to 12/2005
Senior Processing Clerk AAA Of Michigan City, STATE,
  • Collections.
  • Data entry of group payments for auto, home, and membership policies received in the form of electronic wire, credit card, and check.
  • Balanced money received to reports generated by the SAR group system.
  • Responsible for closing all accounts out at end of day and making the daily bank deposit.
  • Processed all group returned bank items and payment discrepancies by analyzing bank reports and IMS insurance billing system to decide rather the payment should be removed or changed in any manner.
  • Responsible for processing credit card rejections and disputes using Bank of America's online banking system and a merchant terminal.
  • Balanced and closed the merchant terminal each day.
  • Responsible for creating and updating spreadsheets to log all credit card rejections and disputes.
  • Processed all forms of payment for various types of insurance policies using PPS.
  • Responsible for balancing and closing out multiple drawers in the PPS system and making end of day bank deposits.
  • Performed general clerical tasks such as faxing, filing and typing correspondence letters.
01/2003 to 12/2004
Senior Processing Clerk AAA Of Michigan City, STATE,
  • IPM Out of State Processing.
  • Analyzed credit balance reports using my knowledge of the IPM billing system to determine rather or not a refund should be issued to the customer, or if the credit balance was due to a system error.
  • Researched refund checks returned by the post office using the online banking system to verify if the check is still valid and to issue a stop payment if deemed necessary.
  • Kept detailed log of all returned checks received.
01/2002 to 12/2002
Senior Processing Clerk AAA Of Michigan City, STATE,
  • Collections.
  • Entered payment amounts into mainframe system to generate high volume of transmittals/payment coupons.
  • Matched payment coupons to checks received from insured's through the mail system to deposit into the bank for processing.
  • Used adding machine to balance payment coupons to check amounts.
03/2000 to 12/2001
Customer Advocate AAA Of Michigan City, STATE,
  • Processed emergency road service calls in high volume call center environment using maps and online system to locate customers in need of service.
  • Acted as an advocate for customers by arranging the appropriate service with a contracted service facility that would be able to provide the best and quickest service.
  • Processed membership payments for new and current customers calling in to the call center.
  • Provided excellent customer service.
  • Mentored and trained new employees, both peers and supervisors.
03/1999 to 03/2000
Customer Advocate AAA Of Michigan Davis Group Temporary Agency City, STATE,
  • Processed emergency road service calls in high volume call center environment using maps and online system to locate individuals in need of service.
  • Acted as an advocate for customers by arranging the appropriate service with a contracted service facility that would be able to provide the best and quickest service.
  • Provided excellent customer service.
  • Mentored and trained new employees, both peers and newly hired supervisors.
Education
Expected in
High School Diploma: Chemistry
Wayne State University - , MI
GPA:
Two years completed Chemistry College Prep. River Rouge High School, MI
Affiliations
Skills
adding machine, auditing, balance, banking, basic, billing, billing system, call center, clerical, closing, making copies, Credit, Client, clients, excellent customer service, customer service, Data entry, documentation, email, fax, faxing, filing, financial, forms, funds, general office duties, IMS, insurance, letters, mainframe, Excel, mail, money, office, Microsoft Word, policies, problem-solving skills, processes, coding, promotional material, quality, reception, research, spreadsheets, supervision, take messages, telephone, telephones, Phone, time management, typing, Type 70 wpm

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Resume Strength

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  • Target Job
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Resume Overview

School Attended
  • Wayne State University
Job Titles Held:
  • Customer Service Representative
  • Contact Center Representative
  • Home Preservation Specialist
  • Secretary
  • Senior Processing Clerk
  • Senior Processing Clerk
  • Senior Processing Clerk
  • Senior Processing Clerk
  • Customer Advocate
  • Customer Advocate
Degrees
  • High School Diploma