Summary
Overview
Work History
Education
Skills
Timeline
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Kimberley Barrett

Hilliard,OH

Summary

Dedicated BackOffice/ IT Specialist with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.

Overview

27
27
years of professional experience

Work History

Back Office Specialist Clover

Fiserv
08.2020 - Current
  • Promoted to Back office in September 2019.
  • Cross Trained for Tier 2 Advance specialist.
  • Crossed Trained for Gift Cards.
  • Crossed Trained for Repos and Swaps.
  • Collaborated with various departments to complete assigned inquiries.
  • Managed daily Fdis and Admin inquiries.
  • Interacted with customer and Business Consultants via email, or phone to provide information or fulfill request.
  • Created order supplies request.
  • Assist with updating Merchants business information.
  • Assisted with troubleshooting and device replacement request.
  • Assist with delegating task for team when Manger is out of office.
  • Promptly received and complete incoming request from Subpoena Legal Team.
  • Supports team on special project request.
  • Assisted with Reprovisioning of clover devices.
  • Assisted with Deprovisioning of clover devices
  • Managed Sutherland salesforce queue assuring cleared of cases and transferred to Client360 to be worked by designated agents.

IT Support Specialist Clover

Fiserv
01.2019 - Current
  • Promoted In December 2018 to this Position.
  • Responded to faults in Merchant network to determine if it was our devices or their internet provide issue.
  • Created escalation Tickets to Tier 3 Engineering team to, troubleshot and resolved Merchants device issues.
  • Provided Tier 1 IT support to non-technical internal users through accessing their devices and assist with resolving issues
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Assist with Setup and Activation for New Merchant clover devices.
  • Answered questions and concerns Merchant's have about software,hardware and devices features.
  • Assisted with updating the merchant batch times.
  • Researched product and issue resolution tactics to address customer concerns.
  • Assist with troubleshooting Kitchen Printers and replacements if needed.
  • Assisted customers in identifying issues and explained solutions to resolve and functionality of devices.
  • Offered new Merchant's training to reduce frustration and improve customer satisfaction.
  • Configured hardware and granted system permissions to new employees.
  • Assisted with updating Business information such as addresses and emails at Merchants request.
  • Responded promptly to upgrading or downgrading Merchants software plan and explaining the difference.
  • Demonstrated and assisted Merchant with adding and deleting items ,modifiers and labels for inventory.

Customer Service Representative Citizens

Fiserv
09.2018 - Current
  • Cross Trained for Citizens which included assisting Customers for Apple, Adt and Vivint and Citizens personal loans.
  • Updated account information to maintain customer records.
  • Processed customer credit card payments.
  • Processed customers credit card updates.
  • Requested with initiating refunds.
  • Assist with registering for website access.
  • Troubleshooted log in errors access inquiry.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Money Network Egate Supervisor

Fiserv
10.2017 - Current
  • Promoted to Supervisor within first 90 days for Money Network Egate.
  • The Money Network Department assists with Pay cards for different branches of The United States Government including Transportation, Military, Prison, FBI, Indians, Stimulus and Colleges and also Walmart, Burger King, 7eleven and a plethora of private business.
  • Also Provided Gift card assistance for Department store cards
  • Resolved pay card discrepancies quickly and successfully.
  • Maintained strict confidentiality of all payroll information and records.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Assist with bank transfers from Pay card to personal bank accounts.
  • Assist with transaction disputes process.
  • Assisted with escalation of payroll inquiries such as card not being funded.
  • Assist with account maintenance such as address updates.
  • Assisted with escalating account ownership to Banking team.
  • Assisted with card cancellations.
  • Assisted with cards replacements.
  • Assisted with replacement card cost waiver request.
  • Assist with tax refund inquires for pay cards.
  • Addressed problems with payroll funding, and service to maintain and enhance client satisfaction.

Capital One Fraud Specialist

Sitel
09.2015 - 01.2016
  • Assisted with account maintenance.
  • Assisted with card replacement
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Built strong relationships with customers to increase retention and loyalty.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.

Home Health Aide

Accessible Registry
06.2005 - 10.2015
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Provided mobility assistance such as walking and regular exercising.
  • Assisted disabled clients to support independence and well-being.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Followed nutritional plans to prepare optimal meals.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Administered medication as directed by physician.
  • Developed rapport to create safe and trusting environment for care.
  • Provided transportation and appointments management.
  • Developed individual care plans for clients based on specific needs.
  • Monitored changes in clients' conditions to report concerns to supervisor.
  • Transported clients for medical and personal outings.
  • Provided direct personal care and administrative services to clients.
  • Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
  • Scheduled and coordinated medical appointments.
  • Assisted with end-of-life care.
  • Communicated regularly with clients' families to provide updates on health and wellbeing.
  • Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
  • Supported families through difficult times by offering emotional support and education on important care tasks.
  • Documented vital statistics and coordinated with health care providers.
  • Trained new staff members on best practices for home health care.

Credit Card Specialist

MBNA America
06.2000 - 12.2004


  • Assisted with Affinity Credit Cards Accounts for Cleveland Browns, Alonso Mourning, Michael Jackson, Nascar. High end clientele
  • Balance Transfer Request.
  • Credit Line Increases Request.
  • General Account Maintenance
  • Credit Card Protection Products
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Built strong relationships with customers to increase retention and loyalty.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Made outbound calls to provide account details and clear any concerns.
  • Billing Inquiries Concerns.
  • Delinquent account inquiries.
  • Provided Concierge service to affinity Account Holders.
  • Detailed and accurate account notation including interaction changes and compliant and resolutions.

Shift Manager

Pizza Hut
06.1996 - 01.2000
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Scheduled staff to establish adequate coverage during peak business hours.
  • Cultivated professional working relationships with peers and supervisors.
  • Inventory monitoring.
  • Coordinated merchandising, promoted new products and increased brand awareness.
  • Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
  • Oversaw loading and unloading of inventory

Education

Home Health - Health Aide

J&M Nursing School
Oakland Park Florida
12.2004

Court Reporting

Sheraton Vocational
Hollywood, FL
08.1996

High School Diploma -

Kingsway Academy
Nassau Bahamas
06.1990

Skills

  • Delegating
  • Customer Relations
  • Technical Support
  • Strong Interpersonal Skills
  • Issue Resolution
  • Prioritizing Works
  • Resolve Technical Problems
  • Technical Support and Assistance
  • Customer Communication and Empathy
  • Hardware Replacement
  • Operational Policies Knowledge
  • Troubleshooting Network Issues
  • Motivational Leadership
  • Goal Attainment

Timeline

Back Office Specialist Clover

Fiserv
08.2020 - Current

IT Support Specialist Clover

Fiserv
01.2019 - Current

Customer Service Representative Citizens

Fiserv
09.2018 - Current

Money Network Egate Supervisor

Fiserv
10.2017 - Current

Capital One Fraud Specialist

Sitel
09.2015 - 01.2016

Home Health Aide

Accessible Registry
06.2005 - 10.2015

Credit Card Specialist

MBNA America
06.2000 - 12.2004

Shift Manager

Pizza Hut
06.1996 - 01.2000

Home Health - Health Aide

J&M Nursing School

Court Reporting

Sheraton Vocational

High School Diploma -

Kingsway Academy

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Kimberley Barrett