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Customer Service Representative I Resume Example

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CUSTOMER SERVICE REPRESENTATIVE I
Summary
Resourceful and accomplished Office Administration and Customer Service/Client Care with extensive experience in both corporate and non-profit office environments. Highly successful in streamlining, trouble shooting, multitasking and solving problems. 
Highlights
  • Resourceful
  • Dedicated team player
  • Strong interpersonal skills
  • Microsoft Office proficiency
  • Strong problem solver
  • Human Resources
  • Excel spreadsheets
  • Meticulous attention to detail
  • Self-directed
  • Time management
  • Professional and mature
  • Lotus Notes 
Accomplishments
Coordinated all department functions for team of 6+ employees. Promoted to Customer Service Manager after 8 months of employment. Developed and implemented company's first employee Human Resource packet outlining all proper procedures and office policies. Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude. 
Experience
Customer Service Representative I
October 2015 to Current Pennsyslvania Higher Education Assistance Agency － Mechanicsburg, PA
  • Act as principle point-of-contact for customers through either inbound or outbound communication.
  • Compile and prepare information necessary to process adjustments to existing loans, new loans, or consolidation of loans.
  • Field customer calls at the direction of supervisor and/or as part of a call queue.
  • Provide accurate account information to callers on standard questions regarding assigned loans/accounts and other AES/PHEAA services and products.
Loan Counselor ​                                                  October 2016 - April 2016
  • Clarify information from customers with appropriate outbound communication.
  • Based on AES/PHEAA policy, process adjustments to accounts, or other changes to account status.
  • Log changes and adjustments and create and maintain relevant statistics (log of work, types of calls, inbound or outbound, etc.) Report customer issues and concerns to supervisor.
  • Answer incoming calls and respond to customer questions and requests.
  • Address and resolve typical and routine issues with accounts.
  • Revise or make changes to account information such as address changes, name changes, or social security number changes.
  • Briefly but thoroughly document any action taken or not taken in the course of a contact with a customer.
Scheduling Coordinator
September 2013 to June 2015 Merit Dental York － Salem, Pennsylvania
  • Managing and scheduling appointments for the office.
  • Explaining treatment plans and financial options to patients.
  • Arranging payment plans for patient procedures.
Assist Scheduling                               September 2013 - November 2014
  • Greet patients upon arrival, and assist them by providing appropriate forms and writing materials. 
  • Created a comfortable and relaxed, yet professional and competent feel to the front office.
  • Handling front desk operations which include answering the phone, greeting patients, updating records and payments.
Assistant to President Administrative Assistant - Gettysburg Foundation
May 2013 to August 2013 Office Team － Gettysburg, Pennsylvania
  • Involved in the 150th Commemorative event planinng for the board members.
  • Assisted in event, travel, hospitality planning,  preparation of board meeting. 
Customer Service Representative - Delta Dental
September 2011 to March 2012 Apple One － Camp Hill, Pennsylvania
  • Address customer service inquires in a timely and accurate fashion
  • Give accurate and appropriate informations to anser questins, trouble shoot issues, and resolve complaints
​​
Accounting Support Specialist - BAE Systems
November 2007 to July 2009 Advantage Resourcing Agency － York, Pennsylvania
  • Worked in the Operation Finance Department supporting Labor Accounting, Cost Accounting, and Auditing.
  • In charge of resolving labor issues pertaining to contractor's hours worked and hours billed while working with accounts payable.
  • Updated cycle counts for productions auditing.
  • Reconcile weekly payroll.
  • Work on database validation for materials Oracle and Discoverer.
  • Work on the budge model updating new information for departmental data.
  • Input credit and debits to the accounting system in support of the payables.
  • Input general ledger entries for account changes.
Customer Service Representative - Air Products
October 2006 to July 2007 Yoh Managed Agency － Allentown, Pennsylvania
  • Filling orders to export hazards and non-hazards chemicals for clients in Asia, Europe and United States.Worked with client's freight forwarders and plant managers forecasting material needed for the month.
  • Credit and Collections.Researched and verified overpayments made on invoices from previous and recent vendors.
  • Updating account receivable by way of SAP.Requested refund checks when needs.
Customer Service Supervisor
February 1998 to July 2006 Netrition Inc － Albany, New York
  • Major duties involved initial start-up of Customer Service Department.
  • Perform a wide range of office management including implementing policies and procedures for a Customer Service Department.
  • Reported directly to Vice President of Operations on productivity, training new employees, problem troubleshooting and resolution.
  • Investigate customer's problems and find solutions.
  • Communicate with customers via phone, email, or letter.
  • Hire, train, and terminate customer service agents.
  • Provide scripts to read from during phone calls.
  • Handle major incidents that cannot be resolved by agents.
  • Resolve complaints and order issues.
  • Keep abreast of new company products and services.
  • Issue refunds to customers.
  • Compile and print reports on overall customer satisfaction.
  • Isolate and identify areas of improvement.
  • Train agents on how to adequately address problem over the phone or how to write correspondence.
Administrative and Human Resource Assistant
November 1993 to May 1998 Arch Communications, Inc － Albany, New York
  • Prepared semi-monthly payroll for 185 hourly and salaried employees.
  • Annual Enrollment Benefits for the entire Northeast Region.
  • Preformed orientation for all new hires at all levels.
  • Maintain all records of employment, disability, and workers compensation.
  • Designed a new hire package that was implemented corporate wide.
  • Advise all Directors and Manager of company policies and procedures.
  • Preformed marketing analysis in 8 different districts reporting directly to Senior Vice President of the Northeast Region.
Customer Service Representative
 Apple One Employment Agency － Camp Hill, Pennsylvania
  • Resolving clients problems and clarifying customer's policy; determining the cause of action; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, following up to ensure resolution.
Education
Word Processing Certificate of Completion : June 1983 Lincoln Business Institute － Pennsauken, New Jersey
Business Fundamental, English 101, Algebra Hudson Valley Community College － Troy, NY
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Resume Overview

Companies Worked For:

  • Pennsyslvania Higher Education Assistance Agency
  • Merit Dental York
  • Office Team
  • Apple One
  • Advantage Resourcing Agency
  • Yoh Managed Agency
  • Netrition Inc
  • Arch Communications, Inc
  • Apple One Employment Agency

School Attended

  • Lincoln Business Institute
  • Hudson Valley Community College

Job Titles Held:

  • Customer Service Representative I
  • Scheduling Coordinator
  • Assistant to President Administrative Assistant - Gettysburg Foundation
  • Customer Service Representative - Delta Dental
  • Accounting Support Specialist - BAE Systems
  • Customer Service Representative - Air Products
  • Customer Service Supervisor
  • Administrative and Human Resource Assistant
  • Customer Service Representative

Degrees

  • Word Processing Certificate of Completion : June 1983
    Business Fundamental, English 101, Algebra

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