Michael Barnas
North Tonawanda,NY
Summary
To utilize my education, and job experience to further my career within the organization.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist/Billing Specialist
Hover Networks
Buffalo, NY
08.2023 - Current
- Resolved customer inquiries through various communication channels, enhancing overall satisfaction levels.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Updated customer invoices to reflect accurate billing information.
- Maintained accurate records of customer payments.
Banking Services Operations Associate V - Commercial Specialized Lending Administrator
M&T BANK
Buffalo, NY
08.2021 - Current
- Maintained, sent, and processed payments on commercial loans for M&T customers.
- Managed portfolio of over 100 loans, ensuring timely payment processing and accurate notifications to deal participants
- Executed wire transfers for loan disbursements and processed numerous payments for loans each day
- Communicated and coordinate with other participants on loans and various other departments within the bank about every loan in portfolio
- Explained items from credit agreement of loans to other departments and other banks.
- Coordinated with loan participants and various bank departments to ensure comprehensive communication regarding each loan in portfolio
- Performed research on questions related to loans by participants or other departments
Operations Associate IV-IPDS Dispute Investigator
M&T Bank
Buffalo, NY
08.2016 - 08.2021
- Investigated and processed non-fraudulent claims filed by customers.
- Investigated customer claims and determined processing of disputes based on provided information
- Reviewed and made decisions on cases identified in the overdue report.
- Maintained multiple general ledger (GL) accounts to ensure accurate financial tracking
- Performed quality control on claims processed by team to uphold compliance and accuracy standards
- Maintain log of web claims filed by customers.
- Handled email requests for fee reversals to ensure timely responses.
Online Customer Service Representative
M&T Bank
Buffalo, NY
07.2015 - 07.2016
- Assisted customers with their online banking needs.
- Support customers bill pay needs online
- Maintained customer online accounts to ensure accessibility and functionality
- Resolved technical problems on online banking platform to enhance user experience.
- Clarify online banking procedures to customers
- Assisted customers with bill pay needs online to facilitate timely payments
Education
Bachelor of Arts - Sociology
UNIVERSITY AT BUFFALO, THE STATE UNIVERSITY OF NY
Buffalo05-2015
Skills
- Payment processing
- Data entry
- Call center experience
- Ticket management
- Billing audits
- Dispute resolution
- Conflict resolution
- Problem-solving
- Payment administration
- Empathy and patience
Accomplishments
- Won M&T Online core products referral challenge in May 2016
- Received multiple Hi-Fives awards from customers and fellow employees in recognition of excellent customer service
- Regularly have production levels on claims at or exceeding 100% while working in card services
- Received Banking Services Excellent Attendance Recognition Award in 2017 and 2018
- Received multiple Hi-Fives from managements and other bank employees in other departments for work on loans
- Helped commercial lending operations department though PUB conversion by taking on multiple PUB loans and helping to train retained PUB employees
- Won Rookie of the Year Award during first Year at Hover Networks during First Year of employement
- Contributed to both Customer Support and Billing Departments at Hover Networks
Timeline
Customer Support Specialist/Billing Specialist
Hover Networks
08.2023 - Current
Banking Services Operations Associate V - Commercial Specialized Lending Administrator
M&T BANK
08.2021 - Current
Operations Associate IV-IPDS Dispute Investigator
M&T Bank
08.2016 - 08.2021
Online Customer Service Representative
M&T Bank
07.2015 - 07.2016
Bachelor of Arts - Sociology
UNIVERSITY AT BUFFALO, THE STATE UNIVERSITY OF NY