Customer Service Software

SUMMARY

Banking and customer service professional with 16 years of experience,

soon to be awarded a Bachelors of Science. Demonstrates strong

communication skills and ability to establish rapport with clients,

leads by example and establish a professional work environment based

on respect.

. A/P, A/R

. Print Shop

. Lotus Notes, Sametime

. Mainframe Software, PeopleSoft

. Windows XP, Word, Excel, PowerPoint, Outlook

EMPLOYMENT

Federal Reserve Bank of Cleveland-Pittsburgh Branch, Pittsburgh, PA

6/95-5/11

Senior Savings Bond Processor

1/01-5/11

. Continuously develop test plans and scripts for new software

releases

. Proven track record completing projects within deadline

. Awarded several cash incentives for excellent performance and

production of Savings Bonds processing

. Natural problem-solving skills that create both practical and

agreeable solutions for customers and co-workers

. Documented reputation in writing clear and concise explanations for

technical and non-technical users within the Federal Reserve

operation

. Propose and author new procedures to address guidelines initiated

by the Bureau of Public Debt

. Analyze, examine and process US Savings Bond transactions

according to Bureau of Public Debt defined standard for accuracy,

timeliness and completeness

. Provide first level technical and analytical support to external

customers(file layout; system/software requirements; system

processing capabilities)

. Act as initial contact for over 4,000 Savings Bond Direct Local

Security administrators and Financial Institutions in resolving

problems or answering questions, setting up new customers,

resetting passwords

. Maintain the inventory of unissued Savings Bonds stock held in

Pittsburgh Vault and the bond stock consigned to authorized agents

. Maintain accuracy in all aspects of the work performed in order to

uphold the integrity of the Savings Bond Systems and the Federal

Reserve Bank and to protect investors' holdings

. Continuously train staff members in the operation and use of the

processing system(s), new procedures and system enhancements

. 15 years experience in alpha numeric and 10-key data entry

Intermediate Processor

6/95-1/01

. Processed new purchases and account maintenance transactions

according to defined standards for accuracy, timeliness and

completeness

. Correspond with external customers concerning request for

information regarding service, status of transactions/accounts

and/or other matters

. Provided proofing entries and other proof-related forms and

documents

. Verified and approve the work of over 10 employees to ensure

quality standard were met

. Assisted in training 10 staff on new procedures or system

enhancements

. Supported customers with service updates and account management

. Researched issues resulting from customer inquiries

. Processed payment requests

Baker and Taylor, Pittsburgh, PA

1/95-6/95

Accounts Receivable Clerk

. Posted cash for two of three departments utilizing software and

videos

. Transferred payments from invoices to customer accounts

. Processed credited applications and IRA adjustments into

computer

. Created adjustments on accounts

. Charged and credited customers

. Maintained two will-call branches

. Entered refusal adjustments

EDUCATION

University of Phoenix, Pittsburgh, PA

Expected graduation 9/12

. Bachelor of Science in Accounting

Sawyer Business School, Pittsburgh, PA

. Associates Degree obtained

. Automated Accounting

Contact this candidate