Cornerstone Staffing - Customer Service Representative Resume Example

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Addison Kelly

XXXX XXXXXXXX XXX, DALLAS, TX 75216

Ph: XXXXXXXXXXXX

XXXXXXXXXXXXXXXXX

Summary

To attain a position in an organization which utilizes my analytical, accounting, customer service and leadership experience. Able to produce quality work and accomplish objectives in a timely manner. Works well independently and as a strong team member.

Skills

Clerical and Administration
Active Listening

Critical Thinking
Customer Service

Service Orientation
Troubleshooting

Banking and Finance
Computer Skills

Experience

Customer Service Representative Mar 2011－Present Cornerstone Staffing － Dallas, TX

This position handles a high volume of in-bound calls in a fast pace environment.
Communicate accurate information to customer questions in a courteous and professional manner.
Ability to navigate efficiently through job related applications.
Ensure the privacy and confidentiality of customer personal information.

Trust Officer and Fee Specialist Jan 1993－Apr 2010 Bank of America － Dallas, TX

Responsible for manual calculations and special handling of key/sensitive accounts on eighteen banks.
Variance analysis and corrections of Linked and Fee Error Reports.
Process and answer questions regarding the Fee Exception Form.
Responded to inquiries from the Trust Operations Fee Mailbox and performed manual recalculations which include maintenance and transactions.
Communicated with administrators on questions/concerns on their accounts.

Jul 1994－Mar 2010 Bank of America

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Manage staff, preparing work schedules and assigning specific duties.

Trust Officer and Operations Support Analyst Jan 1999－Jan 2005

Responsible for acting as a liaison in accepting calls from various Private Bank Support Users.
Able to troubleshoot and diagnose problems over the telephone for the different Private Bank Units: Fees, Statements, Wires, Bill Payment, Systems, and Securities.
Facilitate resolutions through communication with administration, accounting services, production units and PACE systems support.
Developed and implemented Trust Operations Support Knowledge Database.
Use Bank of America specific computer programs: PACE, PGA, Info Pac, BOSS, FAST, Document Direct, Phon, MTI, Peregrine, Focus, and Image.
Also, have knowledge of common computer application programs such as Microsoft Office and Internet Explorer.

Trust Officer and Fee Group Leader Jan 1995－Jan 1999

Product Support Specialist Jan 1993－Jan 1995

Responsible for providing management support during transition period.
Created spreadsheets and reports to facilitate the processing of Private Client Accounts Fees; reviewed and revised spreadsheets previously set up by programmers to check accuracy before charging fees and transferring to successor banks.
Improved and recreated the monthly outstanding receivable report thus reducing amount of time spent in generating reports by approximately 50%.
Set up fee schedules and codes in the PACE system to ensure the automated processing of invoice statements.
Verified various entries and invoice statements and other related works processed by four associates to ensure accuracy and correctness; researched information from various sources including TRA and PACE systems.
Calculated market value and activity fees; prepared invoice statement; billed and charged fees for trust accounts.

Claims Service Representative Jan 1990－Jan 1992 Casualty Insurance Company Adia Personnel － Dallas, Tx

Responsible for servicing the Workers Compensation Claims Department: responsibilities included coding new claims.

Prepare insurance claim forms or related documents and review them for completeness.

Provide customer service, such as limited instructions on proceeding with claims and medical procedures.

Lead Training Technician Aug 1980－Apr 1990 Office of Personnel Management － Dallas, TX

Responsible for Personnel Management Training support for a team that delivered training for Federal Government employees in a 10-state regional area.
Coordinated and planned approximately 300 - 500 training seminars yearly, locally and at remote sites.
Arranged business travel and meeting space, contracted speakers, organized and revised course material, registered students locally and at remote sites.
Completed time cards, calculated the cost of conducting seminars, and trained clerical support personnel.

Group Leader

Private Bank Fee Billing Team.
The team consisted of six associates responsible for the processing of fees for over 60,000 Private Bank accounts.
Responsibilities included ensuring that the daily work of the team was completed timely and accurately; Also, responsible for coaching and training associates; assisting and/or backing up team whenever necessary; Participated in and led projects.
Worked on several Conversion Teams.

Education