Customer Service Call Center
Resume:
Colleen Koetsier
Customer Service Advocate/Call Center
Grand Rapids, MI 49548
ad73ca@r.postjobfree.com
Extensive and diverse background in the Banking Industry including Domestic Collections, International, Bankcard, IRA, Trust and Consumer Loans. Experience with insurance products and working with agents to solve problems. Professional customer service experience. Organized, detail-orientated and methodical. Work with highly confidential Financial, Insurance and Medical data. Utilizes new information quickly and demonstrates effective follow through skills. Dedicated self-starter, excellent communication and problem-solving skills. Instructor of Lay Responder CPR/FA/AED, Adult, Child and Infant. Instructor of babysitter training and first aid. Experience with Call Center Customer Service. Dispatcher of service trucks to vehicles stranded on the road as well as dispatching trucks for service to heating and cooling issues. Authorized to work in the US for any employer
Work Experience
Home Health Aide
Martell Home Health Care-Kentwood, MI
July 2024 to Present
Caring for seniors in 2 hour increments. Housecleaning as well. Travel between jobs. I just lost my mother to Alzheimer’s/vascular dementia. I want to make a difference in the lives of other seniors. Women's Resident Manager
Salvation Army-Grand Rapids, MI
Present
Responsibilities
I am responsible for managing the women's program at Salvation Army. Responsible for drug and alcohol program for the women. Involves living on premises for counseling and taking care of needs to ensure women complete six month program.
Accomplishments
December 2014 success story of the month
Skills Used
Detailed summaries of women in drug and alcohol program to ensure completion and also a liaison for outside agencies: Dhs, medicaid, friend of the court, parole agents and probation officers. Dispatcher
Schaafsma Heating and Cooling-Grand Rapids, MI
October 2017 to December 2017
Dispatching techs to service calls that were called in to me by customers that had problems with heat/ air conditioning.
CALL MANAGER/DISPATCHER
AAA-Grand Rapids, MI
November 2015 to October 2017
-Call Receiver for emergency road service calls with membership with AAA.
-Call Manager of calls to completion with the stations/drivers on the contractor line.
-Dispatcher for service trucks and stations that have contracts with AAA. I started out as a call receiver in Emergency Road Service. I have won awards for my excellent customer service. I am very thorough and detailed and always go above and beyond to make sure customer is satisfied and happy. I was promoted to Call Management after a year or so. I currently work the contractor line and finish out all the calls including dispatching trucks to service stations that AAA has contracts with. Customer Service-Call Center
Huntington National Bank-Holland, MI
2012 to 2013
Responsibilities
Very High Sales and Customer service oriented Call Center. Accomplishments
Good Sales quota
Skills Used
Very friendly and detail oriented and received many compliments on my skills with customers. Customer Service Advocate
FARMERS INS/FOREMOST INS/BRISTOL WEST INS-Grand Rapids, MI 2010 to 2011
Assisting agents with system issues, answering questions with policies and inquiries; regarding coverage on state specific rules and regulations. Customer service call center taking 75-100 calls per day. Babysitter Instructor
American Red Cross-Grand Rapids, MI
January 2008 to January 2009
American Red Cross Certified Babysitter Training Instructor American Red Cross Certified Lay Responder FA/CPR/AED Instructor American Red Cross Training CPR/AED-Adult, Child and Infant American Red Cross Training Standard First Aid Teach Daily classes in 2 four hour increments: Monday/ Tuesday and Wednesday/Thursday Summer Academy for Babysitter Training to 11-15 year olds. Teach one full 8 hour class of Babysitter Training on every other Saturday during the Fall, Winter and Spring months for 11-15 year olds. For all classes, a certificate and graduation is presented at the end of class upon completion and passing of the course. Certification cards are sent to students within 2 to 3 weeks from American Red Cross.
Food Service Worker
Forest Hills Public Schools-Grand Rapids, MI
January 2008 to January 2009
Assisted with preparing and serving food to students. Office Assistant
SPECTRUM HEALTH-Grand Rapids, MI
January 2007 to January 2008
2 -
Various Office Assignments throughout Spectrum Health as needed in different departments which included answering phones and working with medical records. Direct Lending Processor III
FIFTH THIRD BANK-Grand Rapids, MI
January 2004 to January 2006
Organized and accurately tabulated 300-400 loans daily. Researched and responded to customer complaints/ inquiries resulting in increased customer satisfaction. Logged all incoming loans in computer system for date of receipt for branch inquiries. Processed Subordinations for Lenders, ensuring Fifth Third was in second lien position. Responded to inquiries from internal branches, external banks, and customers as to status of Subordinations. Pulled all vendor work for loans which included appraisals, title work, and flood searches, processing all loans on the same day received. Scanned booked loans into system to create list to send to central file area. Trust Senior Distribution Specialist
FIFTH THIRD BANK-Grand Rapids, MI
January 2000 to January 2004
Audited 401k/Profit Share Distributions ensuring accuracy and preventing loss to the bank. Processed loans requested from 401k/ Profit Share plans. Reviewed daily reports for rejects and corrected inaccurate entries. Examined and followed up on officer over-limit cash balances from investments. Worked closely with supervisor for any problems/inquiries to research. Bought and sold Bank Investment Funds to raise cash for distribution. Selected to fill in for Supervisor when out of office. Coordinated with computer software Supervisor regarding software problems and resolved conflicts. Organized and Disbursed Distribution check to clients and balanced with computer system. Delegated and monitored work for team of employees.
Senior IRA Specialist
FIFTH THIRD BANK-Grand Rapids, MI
January 1997 to January 2000
Selected to be utility person to fill in for jobs. Chosen to be project person for both short and long term projects. Proofread and updated IRA Rules and Regulations and submitted for print for binders to branches. Assisted Supervisor with tax forms during tax season for proper coding to the IRS and corrected 1099/5498 forms for customers. Selected to fill in for Supervisor and asked to oversee and delegate daily work to the employees. Assisted Supervisor in travel to Branches/Affiliates for IRA training on new Regulations. Skilled in researching and responding to incoming problems and discrepancies. Maintained and ordered supplies and inventory of IRS forms. Processed Contributions, Distributions, and Deaths.
Senior Chargeback/Distribution Analyst
FIFTH THIRD BANK-Grand Rapids, MI
January 1989 to January 1997
Represented merchants for any Disputes and processed chargebacks to issuing banks. Knowledgeable about MasterCard/Visa Rules and Regulations and Compliance ensuring the validity of chargebacks. Attended MasterCard and Visa seminars to keep current on Rules and Regulations and chargeback codes and rules. Prevented losses by challenging discrepancies to issuing banks on Disputes entered against Merchants. Monitored Dispute age reports ensuring all Disputes from staff members were completed in allotted time. Ordered and distributed supplies and MasterCard/Visa manuals on regular basis. Tracked fraud activity on Chargeback reports to report Fraud Merchants to MasterCard/Visa. Presented case to Visa or MasterCard Arbitration Board on unresolved Disputes. Education
Business
Davenport College
Skills
• Proofreading
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