Customer Service Manager

JENNIFER A. COHEN

********.*****.**@*****.*** 732-***-****

PROFESSIONAL EXPERIENCE

AFC First Financial Corp., Allentown, PA

January 2009 -- Present

Program Manager

July 2010 - Present

. Provide lead support in the creation and management of the First

Energy New Homes Rebate Program, City of Allentown Energy Conservation

Program, Kentucky Home Performance Residential Financing Program,

Illinois On Bill Finance Program (OBF) and Michigan SAVE Pilot Loan

Program.

. Engage in internal and external management of sponsor programs

including contractor approval, regulatory compliance, marketing, and

day-to-day operations.

. Lead frequent conference calls with program partners to ensure

development stays on schedule and delegate certain tasks to committee

subgroups, as needed. Participate in monthly meetings to identify

setbacks to ensure program success.

. Oversee IT integration for Illinois OBF Program, including

brainstorming IT needs and coordinating with IT professionals.

. Research new markets and demographics and thereafter draft Requests

for Proposal's. Assist in new market procurement process through

final selection.

. Supervise job performance of EnergyLoan Contractor Coordinator by

finalizing contractor approvals and delegating job specific tasks.

EnergyLoan Contractor Coordinator

February 2009 - July 2010

. Maintained the entire contractor approval process; corresponded with

potential contractors answering questions and taking inquiries,

approved contractors and entered them into contractor management

database, notified contractors if applications needed adjustments and

when approved.

. Collaborated with IT to enhance contractor management database.

Supported sales force by scheduling all marketing and PR events and

creating productivity reports for certain clients.

. Examined and underwrote loans to ensure financial soundness and

compliance with company and investor standards. Reviewed financial

statements, applicable ratios, and credit reports.

. Provided customer service to prospective and existing borrowers,

keeping the customer informed of loan status.

Financial Services Intern

January 2009 - February 2009

. Inputted credit applications and ensured that information was entered

accurately and efficiently.

. Scanned and filed applications for future reference. Shadowed co-

workers to better understand daily operations of an energy efficient

financial institution.

Muhlenberg College Dining Services, Allentown, PA

September 2007 - February 2009

Student Promotions Coordinator/Marketing Intern

. Directed the marketing for Muhlenberg College Dining Services,

including creation of weekly advertisements to promote special

programs. Interfaced with students to understand their concerns.

. Advised management to problem solve and improve services.

Administered Facebook account and canned food drive, both resulting in

increased participation.

. Planned monthly themed dinners to include outside entertainment and

advertising. Coordinated Dining Services with student interest

groups. Promoted, advertised, and administered annual canned food

drive.

Gourmet Picnic, Fair Haven, NJ January

2005 - August 2008

Assistant Manager/Food Service Provider

. Trained new employees. Managed back-end of business, including food

preparations and off premise catering. Acted as assistant to owner as

well as entrusted with only non-owner key.

. Handled cash transactions from customers and addressed all customer

inquiries. Managed front-end of business, including inventory and

overall store maintenance. Established and developed customer service

relationships.

EDUCATION

Muhlenberg College, Allentown, PA

December 2008

BA in Spanish and Business Administration (Entrepreneurial Studies

Concentration)

Honors: Dean's List (all semesters), Phi Sigma Iota (Spanish Honors

Society), Cum Laude

COMPUTER SKILLS & LANGUAGES

MS Office, Internet Explorer, Mozilla Firefox, Photoshop, Advanced Spanish

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