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Click here or scroll down to respond to this candidateCandidate's Name
SEVERN, MDEMAIL AVAILABLEPHONE NUMBER AVAILABLESummarySeasoned professional with a wealth of experience in a fast paced, call center based environment. Superb interpersonal communication skills. Working knowledge of Microsoft Office products and the ability to work cohesively in team oriented environment. Well rounded, self-motivated, detailed oriented and dedicated team player with strong administrative and clerical skills. Possess a strong work ethic, sound judgement and ability to work effectively on multiple tasks.Areas of Expertise:Focused on Customer SatisfactionProven Leadership CapabilitiesResults OrientedTeam OrientedRapid Resolution TimesTroubleshooting and Issue ResolutionDetailed DocumentationAwardsWinner of Commitment & Accountability Award for being productive and efficient and continuously met my timeframes in the Research and Masterfile Departments.Recipient of Circle of Excellence Award for excelling during the year as a Masterfile Rep.Winner of the Above and Beyond Award solid contributor to a pilot program for a revised research quality program when approached by Management.Best Performer Research Agent Best Performer in the Research Department for the month.PROFESSIONAL EXPERIENCEWellness Today Spa, 4000 Annapolis Road, Halethorpe, MD 21227 02/2024 - PresentFront Desk ReceptionistResponsible for answering/returning phone calls, scheduling appointment and setting up office for daily sessions. Prepare invoices as needed and any other office duties. Using Google, Paypal and Acuity Systems.1ST Choice, LLC, 8121 Georgia Avenue, Silver Spring, MD 20910 06/2019 05/2023WSSC Water Commission 14501 Sweitzer Lane, Laurel, MD 20707Responsible for investigating and performing in-depth analysis and research as well as processing and responding to a variety of routine and moderately complex billing adjustments, inquiries and routine correspondence. Forward processes for meter ordering as needed. This position plays a key role in supporting the Commission by being responsive to customers and generating revenue.Analyzes and processes field activities, such as, repair work, meter changes, check readings, and inspections to ensure timely and accurate billing of accounts;Page 2Pyramid Consulting, Inc. 12/2017 10/2018Toyota Financial Services Admin Billing Clerk (Corporate Partner), Inventory Control UnitAccomplished Billing Clerk for leased vehicles that was returned in a timely manner. Follow new procedures as advised and provided.Review and provide comments on the adequacy of EWU, mileage, and refunds and initiates the necessary steps to cure any deficiencies.Successfully request Security Deposits refunds which has resulted in a reduction of pending refunds to customers and dealers with a high accuracy.Monitor multiple databases, such as Rumba ITS/Rumb Host, Word, Excel, Outlook, Access, Auto Ims, CEP, and Dealer Direct Host to keep track of all company inventory.Conduct analysis to address discrepancies with inaccurate account for Matured Lease Extensions, which had led to customer billing errors.Handled key exceptions processing for both back-end and front-end rejectsGlobal Payments Inc., Owings Mills, MD 02/1998 10/2016Research Representative IIIAccomplished specialist with a wide range of experience in the payments industry. Utilized knowledge of payments industry to provide front line support on inquiries regarding companys products and service offerings. Maintained rapid resolution times with accuracy. Focused on customer satisfaction through ongoing coaching on corporate policies and procedures. Act as team lead to assist with escalated issues and team building. Training new/existing hires.Acted as liaison between merchant and financial institutions to facilitate issue resolutionGathered data, determined appropriate resolution and reprocessed transactions for debits and credits as neededHandled key exceptions processing for both back-end and front-end rejectsMasterfile Representative IIIResults oriented with a focus on maintaining world class standards and delivering excellent service levels. Collaborates with other specialists to create a team environment. Training new/existing hires.Top performer elevated to lead position and charged with providing assistance with team members as neededExhibit sound judgement and effectively interpret policies for ongoing coachingProactively key merchant information within specified timeframesCredit RepresentativeUtilized analytical skills when processing merchant credit applications.In compliance with corporate policy, verified all merchant credit applicationsPerformed preliminary site inspections for business entitiesUsed sound judgement to effectively interpret policies and procedures for application approvalsPage 3EDUCATION AND TRAININGGlen Burnie High School, Glen Burnie, MDHigh School DiplomaOtherCustomer Service Training Code of Conduct TrainingBusiness Writing The Basics Anti-Trust/Global Anti-BriberyG2 Training for Research & Masterfile Functions Pci ComplianceFranklin Covey Focus Seminar Email Etiquette TrainingIron Mail Foreign Corrupt Practices ActWorkplace Diversity Awareness Information Security AwarenessEmployee Sexual Harassment Awareness Anti-Money Laundering US/AP Region |
