Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Jennnifer Moore

Harrison,AR

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Support program operations by applying strong document management and resource coordination skills to day-to-day needs. Conscientiously address any need and resolve concerns to promote efficiency and maximize service outreach. Proven relationship-building and planning abilities.

Overview

27
27
years of professional experience

Work History

Revenue Services Team Lead

FedEx Services
Harrison, AR
05.2016 - Current
  • Provided leadership and guidance to a team of eight customer service representatives.
  • Coached and mentored staff on customer service techniques, policies, and procedures.
  • Responded promptly to escalated customer complaints and inquiries.
  • Managed workflow and delegated tasks accordingly.
  • Identified areas of improvement in processes and procedures.
  • Assisted in developing training programs for new hires.
  • Ensured compliance with company policies and regulations.
  • Maintained detailed records of customer interactions, transactions, comments, and complaints.
  • Collaborated with other departments to ensure timely resolution of customer requests.
  • Actively participated in the development of department goals and objectives.
  • Created weekly reports to track team's performance against established standards.
  • Investigated potential issues or problems identified by customers.
  • Reporting for Management
  • Answered questions and responded to inquiries to deliver high level of service to customers.

GSA

FedEx TechConnect
Harrison, AR
07.2009 - 05.2016
  • Monitored Cash Applications Queues
  • Distributed Misdirected of Funds from other FedEx Opcos
  • Researched customer payment issues
  • Resolved customer requests through email
  • Corrected misapplication of customer's funds through research
  • Processed notifications and refunds to customers
  • Responded promptly to escalated customer complaints and inquiries.
  • Collaborated with other departments to ensure timely resolution of customer requests.
  • Involved in testing new systems
  • involved in creating department processes
  • Reporting
  • Researched and refuded customer credit card transactions

Revenue Services Invoicing Agent

American Freightways
Harrison, AR
02.1998 - 07.2009
  • Verified customer accounts by researching and reconciling payments with customer invoices.
  • Processed incoming wire transfers, ACH payments, credit card payments and check deposits into the accounting system.
  • Resolved discrepancies between payment postings and customer records.
  • Provided support to customers regarding their account status, payment inquiries or other related issues.
  • Reviewed customer invoices to verify they matched up with corresponding payments received.
  • Investigated any discrepancies between expected payments and actual payments received from customers.
  • Worked closely with Accounts Receivable department on resolving any outstanding issues.
  • Answered customer phone calls, personally addressing questions within scope of competence and forwarding calls to other departments or managers as appropriate.

Bank Teller

First Federal Bank
Harrison, AR
09.1996 - 02.1998
  • Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
  • Maintained confidentiality of bank records, transactions and customer information.
  • Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
  • Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
  • Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
  • Cross-sold bank products such as savings accounts and credit cards to existing clients.
  • Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
  • Performed cash handling duties including counting currency, coins and checks.
  • Balanced teller drawers regularly throughout the day according to established procedures.
  • Educated customers about different types of banking services available at the branch.
  • Handled large sums of money with accuracy while maintaining appropriate levels of security.
  • Researched customer inquires regarding their accounts using internal banking systems.
  • Followed strict compliance guidelines when completing financial transactions for customers.
  • Resolved customer disputes promptly in accordance with bank policies and procedures.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Reconciled cash and checks against computer records at end of shift.
  • Responded and assisted customers with account inquiries and updates.
  • Entered transactions into computer and issued customer receipts.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Explained bank services, financial products and applicable fees to customers.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Maintained confidentiality of bank records and client information.
  • Built and maintained client relationships through quality, personalized interactions.
  • Delivered exceptional service to customers in person or over telephone.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Trained employees on cash drawer operation.

Education

Associate of Science - Business Administration And Management

North Arkansas College
Harrison, AR
05.1995

Skills

  • Training and Mentoring
  • Customer Relations
  • Research and Due Diligence
  • Case Management
  • Issue Reporting
  • Program Evaluation and Improvements
  • Attention to Detail
  • Microsoft Access
  • Customer Service
  • Collaboration and Teamwork
  • Microsoft Office
  • Report Preparation
  • Goal Setting
  • Employee Training
  • Workflow Management
  • Program Coordination
  • Data Entry Software

Accomplishments

  • Have received Bravo Zulu Awards
  • Received Circle of Success Award 2020

References

References available upon request.

Timeline

Revenue Services Team Lead

FedEx Services
05.2016 - Current

GSA

FedEx TechConnect
07.2009 - 05.2016

Revenue Services Invoicing Agent

American Freightways
02.1998 - 07.2009

Bank Teller

First Federal Bank
09.1996 - 02.1998

Associate of Science - Business Administration And Management

North Arkansas College

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Jennnifer Moore