Customer Service Advocate Resume
Caledonia, MI
TECHNICAL SKILLS
- Mainframe Skills: COBOL, Easytrieve, DB2, DYL280, TSO/ISPF, Roscoe, Panvalet, Confidential Utilities, JCL, VSAM files, File - aide, Abend-aide, Syncsort, SQL, Sort, CA-7, CA-11, Dataview, Clear Quest and Mercury testing software.
- PC Computer Skills: MS Office, Wordperfect, Publisher, Visio, Quicken, Outlook and Groupwise.
- Vendor Software: Mercury Testing Software, Clear Quest - Defect Tracking System, NCR ACS 6.0 Point of Sale Software, CONNEX E-funds, Alltel (Fidelity) Mortgage Loans, McCormack and Dodge Payroll/Human Resource, General Ledger and Fixed Assets.
PROFESSIONAL EXPERIENCE
Customer Service Advocate,
Confidential, Caledonia, MI
Responsibilities:
- For Farmers Insurance, at their inbound Call Center,
- I responded to initial telephone inquiries by directing customer calls, making insurance payments, answering Billing Department inquires and recalculating company pay plans.
Light Industrial Worker,
Confidential, Grand Rapids, MI
Responsibilities:
- For Kent Manufacturing,
- I am working as needed doing light industrial pierce work.
Software Tester,
Confidential, Grand Rapids, MI
Responsibilities:
- For TekSystems, I quickly learned the Bridges Welfare software at the State of Michigan doing software testing and on-line report generation.
- Wrote and executed testing scenarios utilizing Mercury testing software.
- Reported and tracked defects using Clear Quest.
Environment: Confidential Mainframe, COBOL, Easytrieve,Confidential Utilities, ROSCOE, VSAM, JCL, File-aide, Abend-aide, Syncsort, CA-7, CA-11, Dataview, MS Office and Groupwise.Software: Mercury Testing Software and Clear Quest - Defect Tracking System.
Systems Analyst,
Confidential, Grand Rapids, MI
Responsibilities:
- Enhanced the existing 5-page regression testing script to be a multiple device, multiple phase, 60-page comprehensive production document.
- Developed and maintained test and production job streams and procedures utilizing Confidential standards.
- Proficiently operated multiple point of sale devices including front - end, departmental, service desk, USCAN, Fastlane and gas station cashier terminals.
- Researched customer payment transactions.
- Interfaced with stores to test Grand Opening EFT transactions.
- Performed critical Bankcard with multiple vendors including: MPS (Mastercard), NPC (Visa), Discover, and in-house Gift Cards.
- Performed third party gift, phone cards with MCI, Tracfone and Pre-Solutions.
- Quickly learned NCR ACS 6.0 Point of Sale software and CONNEX E-funds.
Environment: Confidential Mainframe, COBOL, Easytrieve, DB2,Confidential Utilities, TSO/ISPF, VSAM, JCL, File-aide, Abend-aide, Syncsort, CA-7, CA-11, Dataview, MS Office and Outlook.Software: NCR ACS 6.0 Point of Sale software and CONNEX E-funds.
Programmer Analyst II,
Confidential, Grand Rapids, MI
Responsibilities:
- Installed and tested monthly vendor updates.
- Developed and maintained production job streams and procedures.
- Created numerous documentation worksheets for periodic vendor upgrades, bank mergers and loading selected test data into test regions.
- Provided 24/7 on call support.
- Coordinated and tested year-end procedures including printing of 1098 and 1099 federal tax forms.
- Coordinated and tested Y2K in-house written programs.
- Assisted with questions and of newer personnel.
Environment: Confidential Mainframe, COBOL, Easytrieve, Confidential Utilities, ROSCOE, VSAM, JCL, File-aide, Abend-aide, Syncsort, CA-7, CA-11, Dataview, MS Office and Groupwise.Software: Alltel (Fidelity) Mortgage Loans.
Business Office Manager
Confidential, Canton, MI
Responsibilities:
- Designed, created and maintained customer database.
- Organized and arranged sessions, mixers and special events.
- Managed ingoing/outgoing office correspondence.
- Resolved customer problems and complaints.
- Researched, coordinated and distributed chapter press releases.
- Designed and created advertising, announcements, and special event flyers.
Senior Systems Analyst,
Confidential, Southfield, MI
Responsibilities:
- Installed and tested program enhancements.
- Developed and maintained complicated production job streams.
- Installed and tested payroll year-end including printing of employee W2's.
- Used project, time and systems design methodologies software packages.
- Participated in two separate disaster recovery sessions.
- Named “Employee of the Month”, for year-end and W2 processing.