Manager Customer Service
Resume:
720-***-**** (cell)
abi3ih@r.postjobfree.com
Aurora, CO 80011
Margi Williams
Experience
****- */**/**** ****** Bank FSB Englewood, CO
Senior Servicer Balancer Specialist,
1. Under strict deadlines and minimal supervision, ensure reports and remittances from primary Servicers are accurate and received within timeframes established in the Servicing Agreement.
2. Processing information from Servicers in SBO ensuring accuracy in reporting.
3. Researching any variance related cash issues.
4. Processing Claims on loans related to the remittance reporting.
5. Researching any causes of reporting differences ensuring differences are corrected within a timely manner.
6. Researching outstanding cash items and confirming they are cleared within the allotted time frame.
7. Research and resolve all loan level Servicer discrepancies more than 90 days aged from established effective date. Correcting Servicer Discrepancies on a loan level basis, either working with Servicers or internal departments to correct the issue.
8. Create or use access queries to analyze work and reporting.
9. Special projects as assigned and needed.
2001-12/2002 SourceCorp Englewood, CO
Operations Supervisor,
1. As Operations Supervisor I confirmed the timely distribution of work to over 600 keyers, the return of the work in a timely manner, both from the Keyers and to the client, with the Past Due department.
1. I was one of the five building supervisors, this means at any time I supervised any and all employees that may be in the building.
1. As Supervisor it was my responsibility to watch all reports, as well as email traffic and employee productivity. To inform any department needed of any situation that needed to be taken care of and to follow up on that situation and confirm it was handled.
1. Any needed praise or counseling of any internal employees, and/or home keyers.
1. At SourceCorp, I started as a home keyer in September 2001 using my data entry skills putting HCFA and UB information into a data entry program and transmitting the data back to the main server. I quickly moved internal as a Quality Assurance Auditor. By April 2002, I was Keyer Support, and in September, I was promoted to my current position of Supervisor.
2000-2001 Aerotek Personnel Services Denver, CO
Receptionist
1. Answered multi-line telephone routing caller to correct personnel. Greeted Clients as they entered the office.
2. Kept office area neat, clean and organized.
3. Collected data and ran reports for office.
4. Created data base for collection of details from sales personnel. Created a report from that database for office manager.
5. Inventoried and Ordered office supplies. Ordered maintenance on office machinery when needed.
6. Took minutes of Admin staff meetings.
7. Typed resumes as needed.
8. Did other duties as asked or needed.
2000-2001 Aerotek Personnel Services Denver, CO
Contract Employee at Nextel Communications, Administrative Assistant
1. Created a database to organize and keep track of supplies and computer equipment.
2. Set up meetings of staff and management.
3. Ordered supplies.
4. Organized, and filed personnel files for Senior Manger.
5. Assisted Senior Manager with other various duties as needed.
6.
1999–2000 EchoStar Satellite Communication Littleton, CO
Coordinator, Legal Support, Customer Service II
1. Created a database to organize incoming complaints. Processed incoming correspondence, making sure no files are duplicated or having a new complaint from a customer that has an existing complaint.
2. Follow through with files, ensuring they were responded to in a timely manner, assisting and answering questions when needed.
3. Created reports to show the status, number, type, and subject of complaints. Also created reports indicating how many complaints are answered by each team member per week, month and quarter.
4. Resolved complaints following company policy while retaining customer
loyalty.
5. Processed and documented all outgoing mail.
6. Implemented procedures that allowed the company to increase response time to the Better Business Bureau and Attorney General.
7. Kept updated on all new procedures, specials, programs and services.
8. Supervised team members helping Legal Support team.
9. Answered inbound Customer Information calls, assisting customers with billing, programming, technical help, and general questions.
Education
2009-2011 Xenon International Academy
1. Cosmetology
2005-2006 American Intercontinental University
1. Bachelors in Business Management complete November 2006 (9 credit hours short of a full bachelor’s degree.)
2. Associates in Business Degree Completed August 2005
3. Business Communication, Human Psychology, Business Presentation, Business Management and Leadership, Fundamentals of Business Law.
1990–1992 Barnes Business College Denver, CO
1. Accounting Assistant Diploma with extra Management Classes.
2. Management classes included managing styles and proper managerial edict.
3. Accounts Receivable, Accounts Payable, General Bookkeeping, Data Entry, Payroll, Management basics, Business Tax Basics, Business Law Basics.
4.
1994-1995 National Teller School Denver, CO
1. Basic Teller Training
1. The processing of deposits and withdrawals out of clients account, balancing of the teller drawer, Certified Bank Checks, American Express Travelers Checks, Federal Reserve rules and regulations
Programs/Office Machines /Skills
1. SBO, Fidelity, Expert level in Microsoft Access, Microsoft Excel, Microsoft Word, Near Expert level in Microsoft Outlook and Microsoft Explorer.
2. Microsoft PowerPoint, MS Project 98 fundamentals, Microsoft Windows 2000, XP, and NT, Microsoft Explorer, CSG, Brixton, Kronos, CentreVU, DOS, Batch Manager, Cdone,
3. Accounting reports, troubleshooting, problem solving
4. 10-Key, typing, fax machine, copy machine, multi-line telephones.
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