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Customer Service Advocate Resume

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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.
Environment: MS Office and Email.

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.

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