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

• 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

• 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

• 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

• 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

• 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

• 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.