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Helpdesk & Billing Representative Resume

SUMMARY:

  • Over 7 years of extensive experience with customer service (call centers)
  • Provided Top notch quality customer service and aim for “First call resolution”
  • Multi - line phone systems, extensive data entry, scheduling, technical helpdesk, finance and educational services

TECHNICAL SKILLS:

  • Typing speed of 53 WPM & data entry 11,000+ KPH
  • Proficient in Excel, Microsoft Word, Windows 8, Microsoft Outlook,
  • Salesforce, Metaframe, TouchPoint, Verid, Remedy, PeopleSoft, Connexus, Oracle, Keystone, Matrix

PROFESSIONAL EXPERIENCE:

Confidential

HELPDESK & BILLING REPRESENTATIVE

Responsibilities:

  • Takes incoming helpdesk, billing and customer service calls.
  • Troubleshoot real estate system computer issues for agents & brokers.
  • Walk customers through membership application process, payment process and information updates.
  • Create and escalate issues into tickets through Salesforce
  • Notate, update and change account information as needed.
  • Reset passwords, logins and assisted with establishing account security information.
  • Logged in to customer accounts remotely to assist with listing errors.
  • Assisted customers clearing cache, updating browser, pop up blockers etc.

Confidential

QUALITY & TRAINING ASSURANCE ANALYST

Responsibilities:
  • Assists in the ongoing development of a comprehensive Total Quality
  • Management (TQM) program that monitors the Enrollment Team’s
  • Communications with both internal and external customers.
  • Conduct quality monitors and provide metrics, analysis, and follow-up training for our Enrollment Team.
  • Monitoring calls, and E-mail communications from 100+ employees on average from their call center in Florida.
  • Other duties as assigned.

Confidential

Permit Licensing Specialist

Responsibilities:
  • Worked as a permit specialist serving solar customers in Anne Arundel, Prince George and Montgomery Counties.
  • Worked directly with the county offices to ensure permits were approved for building and electrical CAD designs
  • Drove my personal vehicle to and from county offices daily, performed extensive
  • Daily work routine was data entry entering information into company and government websites for technicians and installers
  • Created packets as well as assigned permits to installers. Was responsible for calculating and determining construction costs and ensure that packs were prepared for daily county runs
  • Wrote company checks and recorded expenses such as parking, permit fees, electrical fees etc
  • Worked directly with company finance department and other office personnel
  • Searched property owner information through property website and created applications consistently and efficiently entered data into Salesforce applications

Confidential

Customer Service Representative/Trainer

Responsibilities:
  • Working as a customer service agent handling incoming calls in call center environment
  • Took scheduling and repair service calls from customers and Next Day Blind showrooms
  • Scheduled installation appointments, window measurements and service requests
  • Assisted with scheduling conflicts, processed new orders, billing credit adjustments, and/or service requests from customers
  • Processed installation and measurement paperwork. Also provided customer service training to new employee

Confidential

Financial Aid Counselor

Responsibilities:
  • Responsible for analyzing students’ financial need & awarded financial aid in accordance with federal and state and institution policies and objectives
  • Educated students about available financial aid programs and financial options
  • Analyze students’ financial need and award financial aid funds in compliance with federal and state regulations and in accordance with institutional policies and objectives
  • Counsel students and their families about available financial aid programs, their responsibility in paying for a college education, financing options
  • Maintain all necessary files, records and reports and assist in the evaluation aid programs at close of each award period
  • Assist in the administration of the Direct Loan Program. Coordinate all activities related to private alternative education loans
  • Stay current on financial aid regulations
  • Attend conferences and meetings of professional associations
  • Present financial aid information to current and prospective students and their families via phone
  • Perform additional job-related duties as assigned by the Director of Financial Aid

Confidential

Customer Service Banker/ Online banking Helpdesk

Responsibilities:
  • Assisted customers with all banking account needs via telephone call center
  • Gave account balances, performed account maintenance, sold banking products etc.
  • Placed check orders, debit card orders, processed disputes and also activated debit cards and opened new accounts
  • Processed applications for lending services.
  • Performed account maintenance services such as address changes, contact information updates.
  • Assisted with online banking account set up, account unlock and password resets.

Confidential

Title Coordinator

Responsibilities:
  • Acted as a call center liaison between finance companies and abs-tractors
  • Managed and completed a variety of title requests
  • Updated existing title statuses in Wintrack systems
  • Ensured work performed was within policies, procedures and guidelines of title regulations.

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