1. GENEVIEVE ADAMS
203-217-5934
poisonivy_xx@yahoo.com Naugatuck, CT 06770
CUSTOMER SUPPORT
~ Summary of Qualifications ~
 A customer focused professional who possesses a strong sense of urgency with regard to client satisfaction, with
goal and detail oriented skills.
 Superb interpersonal and communication skills, coupled with excellent relationship building capabilities and
excellent negotiating and complex problem resolution abilities.
 Extensive experience coordinating, planning, and supporting daily operational functions within diverse
industries.
 Adept at developing and maintaining detailed administrative and procedural processes that reduce
redundancy, improve accuracy and efficiency, and achieve organizational objectives.
 Highly focused and results oriented in supporting complex, deadline-driven operations; able to identify goals
and priorities and resolve issues in initial stages.
PROFESSIONAL EXPERIENCE
CHECKFREEPAY/FISERV — Wallingford, CT
Senior Biller Specialist, 2008 to 2016
 Coordinated billing functions and perform a variety of tasks, such as setting up electronic bill payment,
handling payment issues and updating records including ACH (Automated Clearing House) settlements
and wire transfers.
 Researched customer accounts to ensure accurate information.
 Supported and communicated with internal and external clients.
 Prepared summary sheets for auditing.
 Partnered with IT department to ensure proper processing of payments.
 Performed financial due diligence maintaining smooth processes and procedures.
Payment Research Specialist, 2006 to 2008
 Analyzed, balanced and reported payments and denials for the walk in bill payment service.
 Designated entities and payers to the appropriate billing system(s).
 Managed electronic remittance file retrieval and posting, and various control processes (imaging,
spreadsheet updating, and account monitoring).
 Created adjustment reports to initiate procedures for rectifying incorrect account numbers, utilities,
payment amounts, and payment types.
 Liaised directly with external and internal contacts to assist in resolution of agent problems relating to
incorrect payments and transmission issues.
Customer Care Associate, 2004 to 2006
 Supported and advised customers who use the company’s products or services.

2. GENEVIEVE ADAMS  Page 2
 Ensured that customer’s problems were brought to a satisfactory conclusion.
 Collected and analyzed data to monitor the level of customer service.
 Created adjustment reports to initiate procedures for rectifying incorrect account numbers, utilities,
payment amounts, and payment types.
 Maintained proficiency in troubleshooting computer equipment and software used in CheckFreePay
agent network.
 Successfully maintained consistent call quality scores.
 Reduced customer complaints ratio through implementation of a dedicated complaint handling to cater
to escalate grievances.
Additional experience
Teller (2002 to 2004) for Hudson United Bank, Wallingford, CT
Telecommunications Representative (1999 to 2001) for Protocol Communications, Cheshire, CT
EDUCATION
Heidelberg College, Completed Courses in General Studies, Tiffin, OH
Naugatuck High School, Graduated College Studies, Naugatuck, CT
PROFESSIONAL DEVELOPMENT
Managing Matters and SLII (Situational Leadership II)
Knowledge of Windows, Excel, Word, Outlook, OneNote, Passport 3270
Principles of Banking Course
Sales and Teller Training/Hudson United Bank
AWARDS & RECOGNITION
Recipient of Living Proof for “Do The Right Thing” and “Inspire and Achieve Excellence” value awards