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Joanne Gabruk Resume

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1 | P a g e
Joanne Gabruk
Rockledge, FL 32955
(321) 266-2454 ~ gabrukj@gmail.com
ADMINISTRATIVE PROFESSIONAL
 Over 10 years experience in Customer Service including 3 years in a Call Center; Self-confident
with a professional attitude and proven initiative; works well on a team and as an individual
 Results-driven and detail-oriented customer service/collections representative with well-
rounded experience in accounts receivable/payable, billing, cash-handling, and banking
 Proficient Computer skills including Microsoft Word, Excel, PowerPoint, Outlook, custom
employer systems and internet navigation
 Strong knowledge and understanding of the Fair Debt Collection Practices Act and HIPPA
 High degree of proficiency in administrative/clerical work and composition of correspondence
including over 5 years of experience in Accounting
 Excels in a fast-paced work environment along with, negotiation and problem resolution skills
with a high level of accuracy
CORE SKILLS
Skip-Tracing ~ Collections ~ Accounting Principles ~ Problem Solving ~ Organizational Skills ~
A/P & A/R ~ Negotiation Skills ~ Multi-Tasking ~ Analytical Skills ~Detail-Oriented ~ Time Management ~
Customer Relations~ Interpersonal Skills ~ Research ~ Scanning ~ Communication Skills ~
MS Office Applications ~ Filing ~ Proofreading ~ Documentation ~ Self-Starter
EXPERIENCE
Seasonal Remote Member Services Fraud Specialist 2016-2016
Intuit TurboTax Rockledge, FL
 Identified fraudulent activity on customer’s tax return by being proficient with all fraud systems
used for assigned job functions
 Researched, resolved, documented and responded to customers regarding fraud then consulted
victims of identity theft on recommended actions to take to clear their credit and protect against
future fraud
Remote Billing Cutomer Care Representative 2015-2016
Abc Financial Rockledge, FL
 Addresses all customer questions related to billing and promptly resolves complex customer
complaints concerning invoices
 Researches account histories to assist in collection activities using a dialer, while resolving
billing discrepancies
 Educate members on billing process and procedures along with placing any necessary
adjustments on accounts including: refunds, credits, and charges
Customer Care Associate 2014-2015
Health First Rockledge, FL
 Contributed toward meeting departmental performance goals (average speed of answer, service
level, abandonment rate). Provided customer-focused support by researching, understanding and
documenting plan information. Provided an explanation of covered benefits and exclusions,
Prescription drug coverage, eligibility, enrollment and disenrollment, participating providers,
claims payments and processes, authorization processes, premium billing, and plan guidelines
Joanne Gabruk (321) 266-2454 ~ gabrukj@gmail.com
2 | P a g e
Remote Call Center Customer Service Representative 2012-2013
Teletech Rockledge, FL
 Communicated with customers using web-based tools and demonstrated the associated
proficiency in typing and grammar
 Handled customer questions, complaints, and billing inquiries, settled customer issues with one
call resolution while Successfully working autonomously in a virtual office
 Applied strong customer service and communication skills to communicate with management
and other team members via e-mail and instant message
Collections/Administrative Office Assistant 2008-2013
Brevard Financial/The Car Cabana Rockledge, FL
 Provided excellent customer service, utilizing office communications and by telephone
 Facilitated vehicle contracts and processed tag and titles in a timely manner
 Arranged payment plans, collected payments including processing debit/credit cards,
coordinated accounts receivable and payables, issued repossession orders
Receptionist 2010-2012
Huntington Place Care and Rehabilitation Center Rockledge, FL
 Maintained the general filing system and filed all correspondences
 Opened and distributed incoming packages and mail
 Performed routine administrative support including typing, data entry, filing, and copying
 Welcomed visitors by greeting them, in person and by telephone; answering and referring
inquires
Call Center Collections Representative 2006 – 2008
Washington Mutual Melbourne, FL
 Demonstrated excellence in customer communication and support, handled queries, educated
clients about home loans, managing billing issues and resolving complaints
 Maintained all key performance indicators as directed by management, including quality control
metrics and Collected past due accounts with courtesy and professionalism
Data Entry Operator 2002 – 2006
JPMorgan Chase Cicero, NY
 Organized and encoded documents and checks for processing and scanning
 Calculated daily totals on finished, processed work and Micro-filmed processed checks
EDUCATION
One year of Accounting
Bryant & Stratton College Liverpool, NY
High School Diploma
Cicero North Syracuse High School Cicero, NY

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Resume

  • 1. 1 | P a g e Joanne Gabruk Rockledge, FL 32955 (321) 266-2454 ~ gabrukj@gmail.com ADMINISTRATIVE PROFESSIONAL  Over 10 years experience in Customer Service including 3 years in a Call Center; Self-confident with a professional attitude and proven initiative; works well on a team and as an individual  Results-driven and detail-oriented customer service/collections representative with well- rounded experience in accounts receivable/payable, billing, cash-handling, and banking  Proficient Computer skills including Microsoft Word, Excel, PowerPoint, Outlook, custom employer systems and internet navigation  Strong knowledge and understanding of the Fair Debt Collection Practices Act and HIPPA  High degree of proficiency in administrative/clerical work and composition of correspondence including over 5 years of experience in Accounting  Excels in a fast-paced work environment along with, negotiation and problem resolution skills with a high level of accuracy CORE SKILLS Skip-Tracing ~ Collections ~ Accounting Principles ~ Problem Solving ~ Organizational Skills ~ A/P & A/R ~ Negotiation Skills ~ Multi-Tasking ~ Analytical Skills ~Detail-Oriented ~ Time Management ~ Customer Relations~ Interpersonal Skills ~ Research ~ Scanning ~ Communication Skills ~ MS Office Applications ~ Filing ~ Proofreading ~ Documentation ~ Self-Starter EXPERIENCE Seasonal Remote Member Services Fraud Specialist 2016-2016 Intuit TurboTax Rockledge, FL  Identified fraudulent activity on customer’s tax return by being proficient with all fraud systems used for assigned job functions  Researched, resolved, documented and responded to customers regarding fraud then consulted victims of identity theft on recommended actions to take to clear their credit and protect against future fraud Remote Billing Cutomer Care Representative 2015-2016 Abc Financial Rockledge, FL  Addresses all customer questions related to billing and promptly resolves complex customer complaints concerning invoices  Researches account histories to assist in collection activities using a dialer, while resolving billing discrepancies  Educate members on billing process and procedures along with placing any necessary adjustments on accounts including: refunds, credits, and charges Customer Care Associate 2014-2015 Health First Rockledge, FL  Contributed toward meeting departmental performance goals (average speed of answer, service level, abandonment rate). Provided customer-focused support by researching, understanding and documenting plan information. Provided an explanation of covered benefits and exclusions, Prescription drug coverage, eligibility, enrollment and disenrollment, participating providers, claims payments and processes, authorization processes, premium billing, and plan guidelines
  • 2. Joanne Gabruk (321) 266-2454 ~ gabrukj@gmail.com 2 | P a g e Remote Call Center Customer Service Representative 2012-2013 Teletech Rockledge, FL  Communicated with customers using web-based tools and demonstrated the associated proficiency in typing and grammar  Handled customer questions, complaints, and billing inquiries, settled customer issues with one call resolution while Successfully working autonomously in a virtual office  Applied strong customer service and communication skills to communicate with management and other team members via e-mail and instant message Collections/Administrative Office Assistant 2008-2013 Brevard Financial/The Car Cabana Rockledge, FL  Provided excellent customer service, utilizing office communications and by telephone  Facilitated vehicle contracts and processed tag and titles in a timely manner  Arranged payment plans, collected payments including processing debit/credit cards, coordinated accounts receivable and payables, issued repossession orders Receptionist 2010-2012 Huntington Place Care and Rehabilitation Center Rockledge, FL  Maintained the general filing system and filed all correspondences  Opened and distributed incoming packages and mail  Performed routine administrative support including typing, data entry, filing, and copying  Welcomed visitors by greeting them, in person and by telephone; answering and referring inquires Call Center Collections Representative 2006 – 2008 Washington Mutual Melbourne, FL  Demonstrated excellence in customer communication and support, handled queries, educated clients about home loans, managing billing issues and resolving complaints  Maintained all key performance indicators as directed by management, including quality control metrics and Collected past due accounts with courtesy and professionalism Data Entry Operator 2002 – 2006 JPMorgan Chase Cicero, NY  Organized and encoded documents and checks for processing and scanning  Calculated daily totals on finished, processed work and Micro-filmed processed checks EDUCATION One year of Accounting Bryant & Stratton College Liverpool, NY High School Diploma Cicero North Syracuse High School Cicero, NY