Bernie’s Resume

• ACD via VRU,
• computers,
• email,
• internet,
• telephone,
• typing

• 16 years working extensively with customers in an fast paced inbound call center environment.

• English

06/1984- 08/1984      KatharineGibbsSchool, Options Programs, Melville   NY 

Inbound/Outbound /Civil Recovery Specialist/Collector

04/2010- 02/2011- The Zellman Group, LLC, Port WashingtonNY

Responsibilities included talking all Inbound calls regarding Civil Demand Penalties and the

Collection and Payment arrangements of these funds.  I was also responsible for doing between 80-160 outbound phone calls a day collecting these funds for our various Clients such as Sears, Macys, Walmart, J.C. Penney’s, Six Flags, Duane Reade, Lord & Taylor’s, Rite Aide, T-Mobile, Bloomingdales etc. Took from 80-225 Inbound calls per day. (Permanent Full-Time Shift- 9:00am-6:00pm M-F)

Inbound CallCenter Specialist/Customer Service Specialist/Debt Counselor

09/2009-04/2010-  CardWorks Servicing, WoodburyNY

Responsibilities included taking all inbound calls from cardholders regarding all aspects of credit card accounts, resolving issues, providing Information, counseling to cardholders about obligations and benefits of bringing delinquent  accounts current.  Advised cardholders of billing dispute procedures including transferring calls or opening disputes if after hours, Waive fees/complete adjustments on accounts in accordance with policies and procedures. Took 80-150 Inbound calls per day. (Permanent Part-Time only- Shift-7:00am-12:00pm)

Inbound CallCenter Specialist/Customer Service Specialist

01/2009- 04/2009 & 09/2008- 11/2008    EMBLEM HEALTH,  Melville  NY 

Responsibilities included taking all inbound calls concerning Medical Coverage within the Medicare/Medicaid and HMO plans, Enrollment, Eligibility status, Claim status, Monthly billing information and Benefit information within a Large-sized fast paced call center environment. Took 80-200 Inbound calls per day.  (Temporary position -3 month assignment-1^st. Shift: 9:00am-5:00pm via Lloyd Staffing &  Temporary position-2 month assignment-1^st. Shift: 8:30am-4:30pm )

Inbound CallCenter Specialist/Customer Service Specialist

02/2008- 05/2008   Capital One Bank,  Melville  NY

Responsibilities included taking all inbound calls concerning customer’s banking needs-bank account fees, transferring funds from accounts to money market accounts and basic general account information within a Large-sized fast paced call center environment. Took 100-250 Inbound calls per day.  (3-month Temporary assignment-2^nd Shift: 11:30am-8:00pm via GreyStone Staffing- Could Not Find Permanent Position Due to Economy)

Inbound CallCenter Specialist/Customer Service Specialist

10/2006- 01/2007     NorthShore Animal League America,  Port Washington   NYResponsibilities included all inbound inquiries regarding animal adoptions, sponsorships, donations and general information as required  via telephone.  Handling 100-200 daily inbound telephone inquires in an efficient and professional manner. Communicated with sponsors and donors through electronic channels (Email), as well as written correspondence (White Mail). Receive and update any/all customer information with strict confidentiality based on names, addresses, telephone numbers, methods of payment through data entry by  use of Web based tools, related programs and forms (M/S Word, Excel, File Maker) as required. Maintained open line of communication with internal employees based on inbound call and transfer management, email, face-to-face dealings, weekly/monthly departmental staff and division meetings.  Participated in CS training to ensure optimal customer service occurs at all times. Took 150-250  Inbound calls per day.  (Nonprofit- was let go since Full-Time position was not in the Budget)

Business Sales Gift Advisor/Inbound Sales/Inbound CallCenter Representative III

12/1995- 9/2006        1800Flowers.Com/PopCorn Factory, One Old Country Road, Carle Place   NY  

Responsibilities included: Servicing customers that experience problems with their flowers orders including Corporate Clients and International orders. Contacted respective Florists and Assisted them in trouble shooting problems. Serviced customers and corporations with all problems via the Internet (On-Line-Chat). Extensive telephone interaction with major corporations such as Verizon, Bank Of America, I.B.M., Adecco, Pfizer, Dupont, Lucent Technology and other major corporations. Handled all incoming and outgoing orders in a timely manner. Took care of customer service related issues in regards to Billing Discrepancies, Nondeliveries, Quality, Delivered Wrong, Order Changes and Faxing Receipts.  Obtained Verification of all delivery confirmations and cancellations in both domestic and international orders.  Assisted in the Training of newly hired employees (Coaching/Mentoring), as well as Handling Supervisor Calls. Data Entry of  Large Corporate faxed orders. Handled inquires concerning Federal Express, UPS and DHL deliveries. Handled Help Desk Calls from other Call Centers to guide new employees with all Inbound Sales and all Business Related Issues. Assisted Account Managers with various special projects. Worked in the CMON Que to Resolve Florist and Vendor Issues, Assisted the Accounting Department in doing the Credit Reports (Concerning Payments with the Florists, UPS and Federal Express), CSS Certified. Took 100-350 Inbound calls per day.

• UNCPA,
• World Wildlife fund