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Customer Service Manager

Augusta, Georgia, 30906, United States
September 08, 2010

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Destiny Cheesman

**** *********** **

Augusta, GA 30906

Cell 706-***-****


OBJECTIVE To obtain a position that will enable me to use my strong organizational skills, educational background,

and ability to work well with people. With showing the skills I have acquired, I am looking for the possibility of



• Work in a professional setting, demonstrating effective communication skills in working with all levels of

management and staff.

• Strong experience in working multi-line phone system

• Ability to maintain a professional appearance

• Ability to work with a diverse workforce

• Excellent verbal and written communication abilities

• Superior telephone, customer service, and computer skills with the proficiency in MS Word, MS Excel,



Spring Woods High School Houston, TX

Graduation- June 2001

Troy University Augusta, GA

Graduate- December 2010

Associates of Applied Science in General Education with a minor in Social Science


Virginia College Augusta, GA

Financial Planner 2009-Present


Under general guidance, assist students and parents regarding the financial aid process, and provides information on

available programs, procedures, and eligibility requirements. Review financial aid applications and related

documentation for compliance with eligibility requirements. Provide assistance to students and parents in the

completion of financial aid applications.

• Maintain a close working relationship with the Admissions Department, Registrar’s Office, Academic

Leadership, and other University Personnel.

• Knowledge of financial aid policies, procedures, and eligibility requirements

• Demonstrate integrity, ethical behavior in working with confidential information and maintain a high level of


• Provide exemplary customer service by going the extra mile

• Ability to perform simple accounting procedures

• Assist with mock training for other new hire Financial Planners at new prospective campuses

• Council students as well as directing them in the correct path for reducing their student loan debt

• Ability to process computer data and to format and generate reports

• Record maintenance skills

• Clear exceptions in order for the Business Office to release Title IV funds

• Complete SAP (Satisfactory Academic Progress) reports

• Ability to complete moderately complex administrative paperwork

• Ability to make administrative/procedural decisions and judgments

• Interview prospective students interested in the work-study programs

• Report hourly/weekly scheduled hours to corporate to ensure payroll checks are provided

• Submit Title IV funds to ensure student’s tuition is covered

Lendmark Financial Services Aiken, SC

CSR II 2008-2009


Assist customers in a timely, accurate, and effective processing of various transactions. All in accordance with company

policies and procedures under moderate to minimum supervision. Assist in accounting, administrative and clerical tasks.

• Performed cash drawer procedures (accepting, posting, reversing payments)

• Balanced cash drawers

• Processed cash/check deposits

• Processed day to day transactions

• Answered phone lines

• Recommended loan approvals

• Booked, & closed loan deals

• Monitored collection accounts

• Maintained monthly check register logs

• Processed and sent legal documentation (judgments, right to cures, etc)

• Certified insurance seller

• Maintained monthly quotas

SRP Federal Credit Union North Augusta, SC

Recovery Specialist 2007-2008


Performed a variety of activities with a major focus on collection of past due credit products. Efforts are conducted in a

professional, ethical, and empathetic manner to promote and maintain good member relations and goodwill. Works to

minimize losses and ensure compliance with applicable laws, rules, and regulations at all times. Works proactively, and

creatively to meet member and company needs. Responsible for selling and cross-selling Credit Union services to

current and potential members

• Complied with the requirements of all Credit Union policies, including the Bank Secrecy Act, the Patriot Act,

and OFAC Policies

• Collect and managed delinquent loans by telephone and in person

• Authorized claim forms on deceased files for probate court or attorney filing

• Worked closely with other departments to collect negative balance accounts, lien documents and written off

loans where member may have active loan

• Used advanced interpersonal skills, works independently to make decisions, handle multiple tasks, manage

time, and meets all deadlines

• Evaluated complex cases, determines resources, researches and reviews required documents with

manager/supervisor, loan personnel, MLC, and VP of lending

• Reported data for month end delinquency and financial and quarterly call report

• Ensured consistent and accurate written and verbal correspondence to members

NCO Financial Systems North Augusta, SC

Senior Collector 2004-2007


Focus on the ability to collect delinquent charged off accounts such as department stores, telephone, cell phone bills,

electric bills, hospital bills, and city utility bills. Efforts are conducted in a professional manner, as well as in a open area

with other collectors. Works to minimize losses and ensure compliance with applicable laws, rules, and regulations at all


• Exceeded departmental quotas / office goals and maintained above average level of performance

• Proficient in required collection tactics and office programs

• Licensed and very knowledgeable of FDCPA and collections laws/restrictive state policies

• Assisted consumers on making suggestions for resolving short/long term financial situations

• Mentored associates/ assisted management with delivering presentations to enforce company and office


• Assisted with new hire training

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