, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Service-oriented Customer Support Specialist with 15+ years of experience in contact center operations talking to customers over phone, e-mail, online chat, or social media to resolve broad ranges of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied clients.
Skills
Complaint resolution
Staff education and training
Report preparation
Customer service
MS Office
Verbal and written communication
Excellent work ethic
Planning and Coordination
Slack
Personnel training and development
Customer Relationship Management Software (CRM)
Inter-department collaboration
Inbound and Outbound Calling
Bookkeeping
QuickBooks
Billing Systems and Software
60 WPM typing speed
Accounting, Documentation, Training programs
Accountant, Filing, Troubleshooting
Accounts payable, Financial, 60 WPM
Photo, Forecasting, Typing speed
Photoshop, Funds, Video
Arbitration, Hiring, Website
Bank reconciliations, Invoicing, Wiring
Billing, Legal, Written communication
Billing Systems, Law
Bookkeeping, Lighting
Call Center, Mediation
CLS, MS Office
Credit, Negotiating
Critical thinking, Personnel
CRM, Policies
Customer Relationship Management, Processes
Clients, Protocols
Client, QuickBooks
Customer service, Receiving
Customer support, Research
Data processing, Settlements
Database, Supervisor
Delivery, Telephone
Work History
12/2015 to CurrentReferral Specialist /Remote Customer Support Agent | Louisville, KY,
Assigned to help families that are considered Essential Workers find available child care spots/funding in Georgia during COVID-19 pandemic.
Provided consumer education and child care referrals to parents who contacted the Call Center.
Updated child care provider profiles for the state's search website to ensure that families are receiving the most current information.
Traveled to various Georgia counties for community events to promote referral services.
Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
02/2012 to 03/2020Owner/PhotographerCity Of Louisville, Ky | Lima, OH,
Photographed events for special occasions including birthday parties, bridal/baby showers, video premieres, concerts, festivals.
Completed complex photo shoots involving large-scale performances at indoor and outdoor venues.
Applied digital styling techniques to enhance photos using Photoshop and Light Room.
Selected and set up appropriate props, backdrops and lighting.
12/2013 to 12/2015Program Assistant, Receptionist, and Help Desk ConsultantLima Manor | City, STATE,
Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
Assisted IT department with account lockouts and changing passwords / some technical troubleshooting.
02/2010 to 04/2012Litigation CoordinatorQuality Care For Children | City, STATE,
Liaised with creditors and third-party law firms to collect payments and prepare lawsuits for over 16,000 charged-off credit card/auto loan debt accounts.
Represented creditors in the legal collection process by: reviewing debtors' credit reports, negotiating settlements, receiving payments on delinquent accounts, filing cease & desist orders, processing verification of debt requests, FDCPA violations and Fraud Claims.
Provided information to debtors regarding charged-off accounts and gave options to settle outstanding debts.
Entered customer interaction details in the Collection Master (CLS) database to track interactions, document problems and record solutions offered.
08/2007 to 10/2009Case ManagerFrederick J. Hanna & Associates, P.C | City, STATE,
Served as case manager for 65-70 cases, assuming responsibility for complex arbitration/mediation trials and guided endeavors to successful completion.
Acted as first point of contact and set appointments for conference calls and hearings.
Arranged for hotel bookings for arbitrators/mediators.
Reserved rooms for trials/mediations.
Maintained accurate financial records for each case including billing and collection of fees from clients.
Reviewed delinquent accounts to pursue collection of funds, arrange payment plans or initiate collection procedures.
Drafted arbitration/mediation awards and settlement paperwork; gathered signatures from disputants to provide official documentation of final decision issued from case hearings.
06/2004 to 07/2007Bookkeeper/Legal AssistantAmerican Arbitration Association | City, STATE,
Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
Complied with all established policies and performed bank reconciliations, accounts payable/receivable, invoicing, billing, collections, wiring funds, and vendor payments.
Worked with IT Manager and Senior Accountant to maintain daily financial records, report forecasting, financial data and send weekly remittance reports to clients.
Worked alongside attorneys and fellow legal assistants on complex cases and legal processes including: preparing executions, lawsuits, wage garnishments, bank levies and skip tracing.
Education
Expected in Bachelor of Science | Management ScienceKean University, , NJGPA: Graduated cum laude, GPA: 3.6, Dean's Honor List
Work History
12/2015 to CurrentReferral Specialist /Remote Customer Support Agent | Atlanta, GA
Assigned to help families that are considered Essential Workers find available child care spots/funding in Georgia during COVID-19 pandemic.
Provided consumer education and child care referrals to parents who contacted the Call Center.
Updated child care provider profiles for the state's search website to ensure that families are receiving the most current information.
Traveled to various Georgia counties for community events to promote referral services.
Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
12/2013 to 12/2015Program Assistant, Receptionist, and Help Desk ConsultantQuality Care for Children | Atlanta, GA
Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
Assisted IT department with account lockouts and changing passwords / some technical troubleshooting.
02/2012 to 03/2020Owner/PhotographerJessica Marjani Images LLC | Atlanta, Georgia
Photographed events for special occasions including birthday parties, bridal/baby showers, video premieres, concerts, festivals.
Completed complex photo shoots involving large-scale performances at indoor and outdoor venues.
Applied digital styling techniques to enhance photos using Photoshop and Light Room.
Selected and set up appropriate props, backdrops and lighting.
02/2010 to 04/2012Litigation CoordinatorFrederick J. Hanna & Associates, P.C | Marietta, Georgia
Liaised with creditors and third-party law firms to collect payments and prepare lawsuits for over 16,000 charged-off credit card/auto loan debt accounts.
Represented creditors in the legal collection process by: reviewing debtors' credit reports, negotiating settlements, receiving payments on delinquent accounts, filing cease & desist orders, processing verification of debt requests, FDCPA violations and Fraud Claims.
Provided information to debtors regarding charged-off accounts and gave options to settle outstanding debts.
Entered customer interaction details in the Collection Master (CLS) database to track interactions, document problems and record solutions offered.
08/2007 to 10/2009Case ManagerAmerican Arbitration Association | Atlanta, Georgia
Served as case manager for 65-70 cases, assuming responsibility for complex arbitration/mediation trials and guided endeavors to successful completion.
Acted as first point of contact and set appointments for conference calls and hearings.
Arranged for hotel bookings for arbitrators/mediators.
Reserved rooms for trials/mediations.
Maintained accurate financial records for each case including billing and collection of fees from clients.
Reviewed delinquent accounts to pursue collection of funds, arrange payment plans or initiate collection procedures.
Drafted arbitration/mediation awards and settlement paperwork; gathered signatures from disputants to provide official documentation of final decision issued from case hearings.
06/2004 to 07/2007Bookkeeper/Legal AssistantNudelman, Nudelman and Ziering, PC | Roseland, New Jersey
Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
Complied with all established policies and performed bank reconciliations, accounts payable/receivable, invoicing, billing, collections, wiring funds, and vendor payments.
Worked with IT Manager and Senior Accountant to maintain daily financial records, report forecasting, financial data and send weekly remittance reports to clients.
Worked alongside attorneys and fellow legal assistants on complex cases and legal processes including: preparing executions, lawsuits, wage garnishments, bank levies and skip tracing.
Skills
Complaint resolution
Staff education and training
Report preparation
Customer service
MS Office
Verbal and written communication
Excellent work ethic
Planning and Coordination
Slack
Personnel training and development
Customer Relationship Management Software (CRM)
Inter-department collaboration
Inbound and Outbound Calling
Bookkeeping
QuickBooks
Billing Systems and Software
60 WPM typing speed,
Accounting, Accountant, accounts payable, photo, Photoshop, arbitration, bank reconciliations, billing, Billing Systems, Bookkeeping, Call Center, CLS, credit, critical thinking, CRM, Customer Relationship Management, clients, client, Customer service, customer support, data processing, database, delivery, documentation, filing, financial, forecasting, funds, hiring, invoicing, legal, law, lighting, mediation, MS Office, negotiating, Personnel, policies, processes, protocols, QuickBooks, receiving, research, settlements, supervisor, telephone, training programs, troubleshooting, 60 WPM, typing speed, video, website, wiring, written communication
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School Attended
Kean University
Job Titles Held:
Referral Specialist /Remote Customer Support Agent
Program Assistant, Receptionist, and Help Desk Consultant
