Customer Service Management

J EN N I F E R H EAV I L I N SM I T H

**** ***** *****, ***** ******, OH 43035

740-***-**** (H) 614-***-**** (C)

**********@*******.**.***

QUAL I F ICAT IONS SU M MARY

Superior client relationship and customer service skills: Led organization in both new

client

accounts and client retention

Proactive, self-reliant and resourceful: Aggressively developed new terri tory and

contributor of

record-setting revenues

Self motivated, fast learner, excellent time management skills and highly productive:

Consistent

top performer measured by performance reviews

L icensing Paralegal and experience with legal research, including case law and Ohio

Revised Code

Analyzed board policies, procedures and contracts to make sound judgments when voting

EXPER I ENCE

JP Morgan Chase & Co., Columbus O H

2009 – 2010

Collector I - Recovered on charged-off savings and checking accounts with goal of securing

f ull balances owed

Superior negotiation skills to ensure highest collection yields

H ighly organized: Tracked offsettable accounts and maintained accurate and current

records

E nsured compliance with federal regulations (FDCPA)

Top Collector in department – H ighest Performance Rating (“Excels”)

Consumer Credit Counseling Services, Columbus OH

2003

F inance Counselor - P rovided credit counseling to perspective clients; Client liaison

to creditors; Qualified applicants for Debt Management Programs

Extensive t raining and certification in Fair Debt Collection Practices, bankruptcy and

consumer

lending laws

Activated record Debt Management Programs per hour

Strong client relationship and customer service skills resulted in higher client retention

r ates

Kath ryn Beich, Nestle Fundraising Corp, Alexand ria VA

1997 – 1998 Account Executive - M arketed and sold fundraising packages to new and

existing clients;

Worked with schools and community organizations to help achieve their fundraising goals

Developed new ter ri tory, signing 120+ accounts

Provided customized marketing and sales plans to clients

R epublican National Committee, Washington DC

1996 – 1997

P rogram D i rector, The P resident’s Club – M anaged fundraising th rough special

events

and personal contact; Oversaw operations and budget

Successfully prospected new individual and corporate memberships, and renewed and

u pgraded established members

Consistently exceeded fundraising goals; Contributed to $17MM raised for 1997 RNC

Gala a (then) record amount for a single, political fundraising event

JEN N I F E R H EAV I L I N SM I T H

5149 Polar Drive, Lewis Center, OH 43035

740-***-**** (H) 614-***-**** (C)

**********@*******.**.***

The Council of I nsurance Agents & Brokers, Washington DC

1996

Licensing Paralegal – L iaison between Insurance Agencies and State Insurance

Departments

Advised clients of applicable insurance laws and regulations

Processed new licenses, appointments and qualifications for brokers, agents, and agencies

Managed multiple licenses for 300+ clients, t racking all terms to ensure licenses were

current

D ole for P resident, Washington DC

1995 – 1996

Executive Assistant to M rs. Dole

Organized and drafted all personal and campaign correspondence

Researched and constructed event briefings

“Advanced” event site locations to provide proper logistical support

A dministrative Assistant

Tracked accounts payable and maintained expenditure records

Vendor/contract management

Scheduling and misc support to the Director of Administration

Development Office, The Ohio State University

1994 – 1995

Fund raiser - Contacted established and potential donors for financial support

Received numerous incentive awards for exceeding goals

Recognized as a top fundraiser in private donations (>$75,000 raised)

ADD I T IO NAL EXPER I ENCE

Former Member, Olentangy Board of Education

2008 – 2010

Oversight of school district with 15,000 students and 1600+ employees

Responsible for $260MM in appropriations annually

Member of the Finance and Audit Commit tee, Development Commit tee, Budgeting and

Cost Efficiencies Subcommittees

ED UCAT ION AND TRA I N I NG

The Ohio State University 1991

– 1995

B.A., Political Science

Minor, Organizational Communication

Completed 60 hours of Graduate Level Coursework

Ohio Auditor of State’s Certified Public Records Training (House Bill 9)

2008

SK I L LS

Microsoft Office

Peachtree Accounting

Various, Proprietary Databases

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