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Customer Service Representative

Williamsport, MD


Seeking a responsible job with an opportunity for professional challenges and where my work experience would have valuable application.

Work Experience

Customer Service Representative


Sep 2010Oct 2010

  • Assisting participants with Flexible Spending Account (FSA) inquires.
  • Assisting participants with COBRA Coverage inquiries.
  • Listen to customer and ask probing questions to be a solution provider.
  • Document participant's accounts regarding inbound calls.
  • Assist participants in navigating healthhub and mypayflex websites.

Tier 1 Help Desk Support


Dec 2006Aug 2010

  • Provide accurate documentation for tickets assigned to Tier II Technicians to allow for exceptional customer service.
  • Properly identify research and resolve technical problems for customers by providing guidance regarding software and hardware problems.
  • Listen to customer and ask probing questions to be a solution provider.
  • Respond to inbound calls and Emails to troubleshoot technical issues for hardware and software issues regarding microcomputers.
  • Prioritize customer's incidents, requests, and complaints to ensure that inquiries are resolved appropriately, and applies the escalation process when necessary.
  • Reset CAC pin numbers for customer CAC cards.
  • Greeting and acknowledgement of all customers in a friendly, professional manner and providing quick, responsive customer service.
  • Respond to telephone calls, automated requests, email, and other requests for technical support.

Customer Care Representative


Jun 2006Dec 2006

  • Respond to customer inquires for requesting copies of invoices via phone, fax, and email.
  • Document reservation segments of customer complaints.
  • Provide phone backup for reservations.
  • Extract agent calls to confirm accuracy for customer complaints.

Reservation Specialist


Jul 2005Dec 2006

fulltime) December 2006/February 2010 (part-time)
  • Respond to inbound calls pertaining to requests/inquires regarding passenger reservations.
  • Create accurate and detailed ground transportation reservations for passengers worldwide.
  • Update passenger and arranger profile database.
  • Provide assistance to reservation agents via the Carey Help Line.
  • Assist in training of new hires.
  • Provide quote rates for passenger/arranger for worldwide ground transportation.

Production Control Assistant

MANPOWER/A Products,

Jul 2004Jun 2005

  • Compile and maintain production data obtained from custom and production floor traveler tickets.
  • Compose detailed production floor traveler for manufacture of product.
  • Prepare work schedules based on established guidelines and priorities.
  • Sorts and distributes production floor traveler to supervisors.
  • Reviews and monitors production floor travelers for accuracy and completion of all production steps involved with creating product.
  • Update calculation of manufacturing costs including labor, materials, and overhead.
  • Maintain and Update tracking of Inventory.


Retail Sales Associate

Sep 2001Jun 2004

  • Working part time while attending College full time.
  • Zoning/Organizing sales floor product to Target Specification.
  • Providing assistance to customer inquiries.

Customer Account Specialist


Nov 2001Sep 2003

  • Apply monthly payments to customer accounts.
  • Balance and record daily reports.
  • Update and monitor delinquent accounts.
  • Solicit customers for account renewal/refinance.
  • Process loan applications and loan documentation for signing.

Collections Support Clerk


May 2000Oct 2001

  • File, Update, Monitor, and Apply Payments for Disability/Death Claims on customer Accounts.
  • Type corresponding letters on delinquent accounts.
  • Assign and Monitor delinquent accounts for repossession.
  • Produce tracking report of the Collectors calls, contacts, and promises on delinquent accounts.
  • Provided Inbound/Outbound calls on delinquent accounts.
  • Complete pertinent paperwork to obtain titles on repossessed vehicles.
  • Update customer database.

Commercial Loan Assistant


Dec 1999May 2000

  • Origination of Loan Documents used for settlement on Commercial loans.
  • Process Commercial Letter of Credit/Commercial Line of Credit Loan Requests and Renewals.
  • Book Commercial loans once settlement has been completed.
  • Maintain and update Lawyers Liability, Commercial Deficiency and Mortgage Deficiency reports.

File Room Representative

Mortgage and Commercial,

Sep 1999Dec 1999

  • File pertinent documentation in Consumer, Mortgage and Commercial files.
  • Respond to Collection and Loan Accounting inquires regarding loan account verification.
  • Maintain deficiency reports regarding vehicle titles and security interest filings.
  • File incoming Account file folders and label New Account files.


Feb 1999Aug 1999

  • Origination of Loan Documents used for settlement on various loans.
  • Disburse Loan Proceeds to Customers after Settlement.
  • Enter and Key all Renewal Documents of Commercial Loans that reached Loan Maturity.
  • Respond to Lender and Branch inquires in a timely fashion.

Loan Accounting Representative

Jul 1997Feb 1999

  • Data Entry of pertinent loan information on Horizon.
  • Quote, receive and administer pay-off for Home Equity accounts.
  • Release liens on Deeds of Trusts of Home Equity accounts.
  • Set up and Maintenance of loan input.
  • Answer any technical questions for customers regarding accounts.

Cash Account Specialist


Feb 1997Jul 1997

  • Reconcile Advance and Liability Accounts.
  • Log all incoming refund checks.
  • Research and deposit refund checks into escrow/impound accounts.

Forced Placed Flood Processor

Jun 1995Feb 1997

  • Balance Financial Reports for insurance carrier.
  • Interact with internal/external customers/vendors regarding account inquires
  • Processing insurance payments and updating database with correct insurance coverage.
  • Providing feedback to other departments regarding the status of loans.
  • Order and complete requests for flood zone certifications for mortgagor disputes.

Small and Large Claim Representative

Aug 1994Jun 1995

  • Worked statistical reports for team leader and manager.
  • Distributed restricted escrow checks for processors.
  • Answered inbound telephone calls from mortgagors regarding claim checks.
  • Process and monitor all loss drafts received from insurance companies for property damage.
  • Apply large claim deposits to escrow/impound accounts.

Team leader

Real Estate Tax Department,

Jan 1992Aug 1994

  • Supervised 4-8 personnel
  • Interacted with supervisor to maintain structure and dynamics of the team.
  • Also responsible for doing a daily desk count for the team and making sure production is being maintained.

Refinance Representative

Real Estate Tax Department,

Jan 1992Mar 1992

  • Answered inbound calls from homeowners requesting refinance packages/products.
  • Answered any technical questions regarding loans.

Real Estate Tax Specialist

May 1990Jan 1992

  • Ensured that all real estate tax bills were received in a timely manner in order to disburse payments from escrow accounts and to avoid unnecessary expenses and loss for the bank.
  • Assist with real estate tax audits in order to maintain an accurate database.
  • Conduct research for billing tax service and prior lenders to avoid further unnecessary costs.
  • Research problem loans prior to and after the tax cycle.
  • Answered inbound calls from tax agencies, customers, and Government tax assessment offices.

Payoff/Release Mortgage Loan Representative

Overtime Project,

Jul 1991Dec 1991

  • Updated the system regarding the status of accounts.
  • Copied and filed documentation regarding release of loans.
  • Mailed documentation to mortgagors and title companies.
  • Faxed payoff statements to title companies and mortgagors.


Certificate of Completion for Computer Attending in Accounting/Business Administration

Hagerstown Community College,

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