Customer Service Representative

Assisted taxpayers with balance-due accounts and tax-return questions in a high-volume customer service environment. Verified customer identity using required personal information before accessing account details.

Explained reasons for outstanding balances, interest accrual, payment options, and installment plans. Processed ACH bank payments and documented customer interactions using customer relationship management processes.

Supported the Pandemic Unemployment Assistance program remotely by reviewing claimant files and uploaded eligibility documentation. Evaluated documents related to pandemic-related layoffs and benefit qualification.

Verified that required claimant documentation was complete, properly signed, and suitable for approval before unemployment payments could be issued.

Provided remote support to claimants experiencing issues with unemployment compensation benefits. Investigated concerns, explained the source of issues, and resolved cases when possible.

Created and communicated ticket numbers for unresolved matters and escalated cases for specialist follow-up. Maintained clear and empathetic communication with claimants throughout the support process.

Performed roadway maintenance work, including street milling, repaving, line striping, and roadway marking. Helped maintain visible and safe guidance for drivers and pedestrians.

Operated snow and ice removal equipment, salt dispensers, pneumatic tools, and hand tools. Assisted with asphalt-material handling, road-building activities, and inventory control.

Coordinated malpractice insurance policy services for nurses, practitioners, nurse specialists, anesthetists, and students. Supported insurance verification, litigation-related services, and HIPAA misconduct and abuse cases.

Provided policy coverage information to stakeholders, including defense attorneys, and communicated benefits related to liability, license protection, personal injury, medical payments, and professional services.

Processed changes to existing AARP medical insurance policies and assisted policyholders with plan updates, cancellations, and insurance verification. Handled policy cancellations associated with deceased policyholders.

Explained medical terminology and helped clients evaluate Medicare Complete and Medicare Advantage options based on their living circumstances and care needs.

Delivered customer support for bank-account services, balance transfers, credit-card issuance, billing, invoices, and account inquiries. Provided accurate information about banking products, promotions, and account options.

Processed ACH deposits for credit-card payments, supported debt collection activities, and reviewed incoming and outgoing calls for quality and handle-time performance.

Processed, sorted, and categorized mail by size, weight, and destination to support timely distribution. Loaded mail into appropriate containers and prepared items for transport.

Operated sorting equipment and forklifts, monitored equipment performance, and reported malfunctions for maintenance. Maintained a clean and organized processing area.

Operated Univac and IBM computer systems and 10-key machines for payroll services, payment processing, and data operations. Developed computer programs using Fortran, RPG II, and COBOL.

Supported development of Navy manpower divisions for placement of enlisted personnel and commissioned officers at sea and shore assignments. Held Top Secret security clearance and received an honorable discharge.

Graduated with a 3.8 GPA and second honors.