Bertha “Lavinia” Masters

**** ****** ****** **** **********, Texas 75077

972-***-****/214-***-****

acrzi2@r.postjobfree.com

Objective: Dedicated individual with a passion for customers and meeting their needs whom is seeking an opportunity in a reputed organization where I can complement my skills and contribute in the most effective manner. To be an asset and an effective individual to serve and entertain different range of customers in the most ethical manner.

Qualifications: Results- oriented, dependable professional experienced in customer service, quality assurance, training, personal care and public speaking. Developed and implemented, Camp LIFT, an accelerated training course for employees at Countrywide Home Loans as well as a spokesperson for the Dallas Police Department SEACAP initiative. Committed to excellence and works well independently and as a part of a team.

Experience:

10/12-01/13; Lead/Supervisor (Contractor), FEMA

9/11-12/11 Collected, evaluated and disseminated current disaster specific

information in order to ensure that disaster survivors receive maximum

aid for which they are eligible. Reviewed and analyzed processing information

such as inspection information and appeals, for accuracy and compliance with

guidelines. Explained and clarified disaster programs and eligibility

requirements to applicants as well mentored other agents under my supervision

12/11-10/2012 Intervention Specialist, WESTEC-Interface Security

Monitored, received, verified and input data on all video and alarm activations

or telephone calls and dispatches appropriate authorities and services in

accordance with WESTEC policies and procedures. Had to intervene in

potential crisis situation that required clear thinking, fast actions and the ability

to “project” authority. Conducted remote tours, resolved client requests via

phone, promptly respond to emergencies, resets, complaints, system operations

03/05 – 10/2011 Director/Owner, Masters Lil’ Miracles

Manage children ages 0 to 5 years in a day to day basis at my in home registered childcare facility; make sure the minimum state requirements are met in regards to feeding, cleaning and teaching of children. Provide children with learning experiences that promote their cognitive, social and emotional development. Deliver individualized instruction in all areas of the curriculum and handle record keeping.

07/08-08/2009 Case Manager (Contractor)/Denton County FOF

Conducted in home visits with clients that were referred to the agency to enhance their parenting skills. Taught agency designed parenting classes according to each individual needs. Referred clients to outside agencies such as MHMR evaluation etc. Also created and implemented a family service plan and recorded all progress and improvements.

10/98 - 10/04 Customer Retention Specialist/ Trainer, Countrywide HL

Delivered standardized training programs to LandSafe new hires as well as veterans through one on one coaching sessions, formal desk-side training, technology-based training and traditional classroom class room training. Conducted performance evaluations, delivered constructive performance feedback, offered suggestions for professional growth and development and developed action plans for employees not meeting performance goals. Conducted account visits with nationwide branches, Regional Operation Centers and Central Processing Units to increase customer retention through problem resolution, managing expectations and customer satisfaction. Conducted on-site training sessions related to LandSafe Appraisal products, services and customer service level agreements.

Other positions: Customer Account Rep

10/94 - 10/98 Senior Operations Specialist, Brinks Home Security

Supervised and trained customer account representatives in the Operations Division. Monitored phone calls for quality purposes and interviewed employees in the hiring process. Maintained and submitted employees attendance records. Other duties included running credit reports for potential customers, posting credit cards, quick collect and check by phone payments, ran numerous productivity reports for senior management.

Other positions: Billing Representative, Customer Account Rep, Installation Scheduler

Education: A. Maceo Smith High School, Dallas, Texas

Brookhaven Community College, Business

Our Lady of the Lake University, Human Resources

Qualifications: Volunteer, Friends of the Family Denton County

Hospice Volunteer, Odyssey Healthcare Inc.

Dallas Police Department, SEACAP Spokesperson

TAASA Member, Sexual Assault Victim Advocate

Speaker Bureau, RAINN

Founder/Director, S.A.V.E. Ministry

Host, BlogTalk Radio, Victim Support Group Facilitator

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