Customer Service Representative

Marquetia Franklin-Thomas

*** ***** ** *** ** abjdf6@r.postjobfree.com Cell: 225-***-****

Baton Rouge, LA 70815 Cell: 225-***-****

Dedicated customer service representative with 2+ years of experience with

the Federal Emergency Management Agency (FEMA) call center department.

Consistently achieve record-high customer satisfaction, always assisted

with special projects for improvements to better help customers with

special needs.

Areas of Expertise

Customer Service Microsoft Business

Complaint Handling & Office Communication

Resolution Internet Team Conflict

Team Building Researching Leadership

Professional Experience

Federal Emergency Management Agency(FEMA) - Baton Rouge, LA 1/07 to 7/08

Customer Service Representative

Provided applicants with excellent customer service.

Processed applicant's request for deactivations, relocation, emergency

maintenance request, personal information, contractor's complaints, rental

resources, rental assistance, and many other needs for assistance.

Actively listened and analyzed applicant's complaints and provided

immediate referrals to specific disaster assistance programs, community

resources, and or other Federal, voluntary, state, or local agencies when

appropriate.

Updated Federal Responds Recovery Tracking Systems (FRRATS) database for

applicants with formaldehyde calls.

Completed information on correct forms for all updated changes that

requires action and forward to Leads/Reviewers where information can be

routed to the proper department.

Utilized FEMA-specific software, and other software used by FEMA. Review

National Emergency Management Information System (NEMIS) events history

log, to give applicants most updated information.

Received special recognition certificate from team lead for by providing

excellent customer service.

Federal Emergency Management Agency - Lake Charles, LA 10/05 to 2/2006

Applicant Assistant (Direct Contact)

. Assisted applicants with completing necessary forms

needed to receive assistance.

. Conducted Pre-placement Interviews and Site

Inspections.

. Demonstrated the knowledge to work the Individual

Assistance Program with the ability to analyze

information and determine the next appropriate action.

. Copied and faxed and scanned vital information needed

for the applicant's file.

. Entered data via a database set up for evacuees to

search for available family units.

Education and Training

University of Phoenix (Ground Campus) - Baton Rouge, LA 8/06 to

Present

Bachelor of Science in Business Management

Anticipated Graduation Date: April 2011

Currently 91 credits completed; 3.2 GPA

Training: Completed several core business classes, seminars in customer

service, leadership, marketing, business communications, and

entrepreneurial classes.

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