Amy Pope
Springville,TN
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Years in customer service taking payments, new accounts, work orders, issuing refunds, utility billing, collection process, large deposits, accounts payable and receivable. Electric Department secretary.
Overview
23
23
years of professional experience
1
1
Certification
4
4
years of post-secondary education
Work History
CSR
Paris BPU
Paris , TN
02.2024 - 07.2024
- Handled customer inquiries and complaints in a timely manner.
- Gathered feedback from customers regarding products and services.
- Provided customer service support to customers over the phone and by email.
- Maintained records of customer interactions, transactions, comments and complaints.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Assisted customers with product selection based on their needs and preferences.
CSR
Security Bank & Trust
Paris , TN
11.2023 - 02.2024
- Provided excellent customer service by responding promptly to requests or inquiries.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Maintained records of customer accounts including transactions and balances.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Informed customers about new products or services available through the bank.
- Handled cash deposits and withdrawals accurately according to established procedures.
- Identified potential fraud cases and reported them to the supervisor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Provided account information and answered customer inquiries in a timely manner.
- Performed general clerical duties such as filing documents related to customer accounts.
Police Dispatcher
City of Sullivan
Sullivan , IL
01.2022 - 11.2023
- Facilitated interdepartmental collaboration between patrol officers, detectives, crime scene investigators.
- Created incident reports and maintained records of all incoming calls and dispatches.
- Maintained an organized filing system for all documents related to police dispatching activities.
- Updated contact lists for local law enforcement departments on a regular basis.
- Operated telephone switchboard systems for routing incoming calls appropriately.
- Assisted with investigations by providing detailed call logs and recordings as requested.
- Documented all communications received via phone or radio transmissions accurately.
- Provided support to officers by relaying critical information during emergencies.
- Monitored police radio frequencies for any updates or changes in dispatch instructions.
- Communicated regularly with supervisors regarding workloads and scheduling needs.
- Responded promptly to inquiries from citizens, law enforcement, and other agencies.
- Received emergency calls from the public and dispatched appropriate personnel to handle incidents.
- Provided guidance and technical support related to radio systems operations as needed.
- Coordinated communication between multiple agencies when responding to complex incidents.
- Dispatched police, fire and EMS units to respond to emergent situations with established procedures.
- Tracked call logs and shift data to enter into computer system.
- Maintained contact with units on assignment to deliver further assistance and support when needed.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Researched vehicle, wanted and missing persons information.
- Used radio, telephone and computer system to update first responders with new information.
Utility Billing Clerk
City Of Sullivan
Sullivan, IL
05.2001 - 01.2022
- Processed payments and maintained records of customer accounts.
- Reviewed and processed utility billing invoices for accuracy.
- Investigated customer complaints about service or billing issues and responded accordingly.
- Provided guidance to other team members on billing procedures and processes.
- Assisted in developing new policies and procedures related to utility billing activities.
- Generated reports related to customer accounts and billing activity.
- Participated in training sessions on new software programs related to utility billing.
- Assisted customers with inquiries regarding their utility bills.
- Managed inventory levels of supplies used in the processing of utility bills.
- Developed strategies for improving efficiency in processing bills and payments.
- Performed data entry to update customer account information.
- Conducted audits of past due accounts to ensure accuracy of balances owed.
- Researched discrepancies in billing information and resolved issues with customers.
- Provided technical support when needed during system upgrades or maintenance projects.
- Created notices for overdue payments and worked closely with customers on payment arrangements.
- Responded promptly to any requests for assistance from management or other departments within the organization.
- Compiled monthly summary statements for each customer account.
- Monitored daily cash flow associated with utility services provided by the organization.
- Prepared financial statements detailing income from utilities services rendered.
- Maintained accurate filing systems for all documents related to customer accounts, including payment records and correspondence.
- Analyzed trends in customer usage patterns to identify areas of improvement.
- Managed all payments processing, invoicing and collections tasks.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Processed invoice payments and recorded information in account database.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Reviewed data for deficiencies or errors to correct incompatibilities and review output.
- Processed and sent invoices, adjustments, and credit memos to customers.
- Contacted vendors to follow up on late invoices.
- Drove integrity of accounting information by recording, verifying and entering accounts payable and accounts receivable transactions.
- Performed data import, scanning, or manual keying processes to verify invoice accuracy.
- Generated and distributed month-end statements for customers and resolved related concerns.
- Participated in workshops, seminars, and training classes to gain stronger education in industry updates and federal regulations.
- Performed accurate and fully compliant monthly closing processes, accruals and journal entries.
- Collected, posted and managed patient account payments.
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
- Answered customer questions to maintain high satisfaction levels.
- Maintained historical records by microfilming and filing documents.
Education
High School Diploma -
Sullivan High School
Sullivan, IL 08.1979 - 05.1983
Skills
- Customer Service
- Data Collection
- Complaint Handling
- Complaint resolution
- Inbound and Outbound Calling
- Information Security
- Paperwork Processing
- Clerical Support
- Typing proficiency
- Account Management
- Credit card payment processing
- 10-Key
- Spreadsheets
- Filing
- Microsoft Outlook
- Documentation
- Problem-solving abilities
- Administrative Support
Affiliations
Spending time with grandchildren and my dogs, walking, swimming, boating
Certification
- Certified Travel Agent
References
References available upon request.
Timeline
CSR
Paris BPU
02.2024 - 07.2024
CSR
Security Bank & Trust
11.2023 - 02.2024
Police Dispatcher
City of Sullivan
01.2022 - 11.2023
Utility Billing Clerk
City Of Sullivan
05.2001 - 01.2022
High School Diploma -
Sullivan High School
08.1979 - 05.1983