Customer Service Manager

L'Erin Epps

**** **** ******* **** - ********, MD 21045 - 410-***-****

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

Career Summary: A professional associate with a proven record of

achievement overseeing multiple projects. Expert in accurately identifying

problems, gathering facts to resolve issues, decision making, creative

thinking, multi-tasking, research, analysis and complete assigned tasks

within a given time frame. Ability to utilize various software programs

and assist in several aspects of the company as needed while maintaining a

professional relationship with team members, vendors and outside clients.

CORE COMPETENCIES

- Client/vendor relations - Decision making

- Time management - Detail oriented

- Problem solving - Team player

- Work with all management levels - Strong multi-tasking skills

- Excellent written and verbal communications - Quick

comprehension of new tasks

- Outstanding interpersonal skills - Independent worker

- Excellent customer service - Organizational skills

EMPLOYMENT HISTORY

Wells Fargo 6/2007 - 10/2008

Executive Assistant

. Responsible for ordering equipment/supplies and maintaining a supply

budget

. Track and maintain expenses for team move to a new building as well as

created a move plan

. Arrange and coordinate meeting logistics and the set up of all audio

visual equipment

. Track, document, and approve expenses for direct reports and assist

manager in completing monthly expenses.

. Spearheaded United Way fundraiser for Wells Fargo

. Serve as liaison between the Minnesota and Maryland offices to acquire

expense and overtime reports. Input data into the appropriate

spreadsheet for distribution to senior management

. Coordinate travel for managers and their direct reports. Maintained

receipts for all managers and direct reports to accurately complete

expense reports and credit card reconciliations

. Manage my schedule and my managers schedule/calendar to optimize time,

avoid schedule conflicts and ensure priorities are kept

. Complete monthly department and productivity reports

. Ensure organizational charts, emergency contact lists and email groups

are updated in a timely manner using Microsoft Access and Teamworks

. Document all details about incoming correspondence and/or departmental

requests using the correspondence and tracking system

. Effectively network with key stakeholders necessary to accomplish

office needs

. Support and communicate within the Mortgage Market Group (MMG) the

corporate initiatives and deadlines, as well as follow-up when

necessary to ensure deadlines are met

. Responsible for the handling and storage of sensitive and confidential

documents

. Prepare and proofread outgoing correspondence for punctuation, format

and grammar

. Assist with the training of new administrative staff

. Answer telephones and act as backup for reception area

. Type letters, memos and other inter and outer office correspondence

. Responsible for sending email correspondence on behalf of my manager

and members of my team

. Develop projects and plans to respond to the changes and to make sure

to use control effectively (ex. Identify characteristics, set a

standard, collect information, measure performance, compare

performance to a standard, take corrective action and review actions

taken)

. Establish a schedule to ensure that ample coverage was available for

the switchboard and other projects as needed

. Support the Technical Training team compose training manuals, training

modules and grading assignments to be recorded in the Learning

Management System (LMS), an automated information training system

. Serve as main point of contact for maintenance, security and building

related issues

L'Erin Epps

Page 2

Fieldstone Mortgage 6/2005 -

4/2007

Executive Assistant

. Provide administrative support for the Vice President, Senior Vice

President and Executive Vice President of Secondary Marketing

. Arrange and coordinate meeting logistics to include booking meeting

room, ordering food, preparing and copying necessary documents, and

the set up of all audio visual equipment

. Work with various branches to set up new accounts with our existing

vendors; set up and add additional vendors for company use

. Research vendors and pricing to ensure the best deal

. Ensure organizational charts, emergency contact lists and email groups

are updated in a timely manner using Microsoft Access

. Track, document, and approve expenses for direct reports and assist

manager in completing monthly expenses

. Serve as liaison between the California, Illinois and Maryland offices

to acquire expense and overtime reports and input data into the

appropriate spreadsheet in Excel for distribution to senior management

. Prepare materials and order lunch for meetings

. Keep a detailed Excel spreadsheet listing all Brokers, Appraisers and

Title companies that were approved with Fieldstone

. Send updated state license documents to appropriate agency for annual

renewal

. Complete expense reports and credit card reconciliation for upper

level management

. Distribute departmental mail to the appropriate person in the

department

. Responsible for ordering equipment and maintaining the equipment

budget for my department

. Arrange conference calls and send accept/decline appointments to

meeting attendees

. Arrange travel plans for members of my department to include flights,

hotels and cars while staying within the department's travel budget

. Responsible for reviewing invoices for vendors and adding expenses to

spreadsheet to be presented to Accounts Payable

. Contact vendors for any billing discrepancies

. Manage front desk receptionists and serve as back up if needed

. Answer and screen phone calls and forward accordingly

. Send global email communications with company information and updates

Miles & Stockbridge 9/2004

- 6/2005

Administrative Coordinator

. Interact effectively and professionally with clients in person or by

telephone

. Enter information into the automated information database

. Generate letters and memos, maintain calendars, coordinate meetings

and handle various projects

. Maintain timesheets and trust account reconciliation

. Screen correspondence and phone calls and take paper message when

necessary

. Provide administrative support to Attorneys as needed

. Assist with PowerPoint presentations by obtaining information via the

internet, acquire pertinent details and entered into PowerPoint slides

North American VanLines 12/2003

- 8/2004

Customer Service Representative (contractor)

. Interact with clients professionally via telephone

. Enter customer information and comments into company database

. Contact customers to confirm delivery location and item(s) being

delivered

. Leave detailed notes on delivery sheet for drivers advising of any

problems

. Print delivery reports for drivers each morning

. Log completed delivery information into company database

. File delivery logs at the end of the month

L'Erin Epps

Page 3

Verizon Communications 2/2000 -

11/2003

Executive Assistant (contractor)

. Provide Executive Assistant support to the Director

. Order lunch for my manager and his reporting people for meetings and

training sessions

. Prepare correspondence for department to include meeting minutes and

other pertinent information

. Review timesheets for accuracy and input information into the time

reporting system and provide time/expense report

. File non-confidential documents

. Copy and distribute large projects for managers

. Update and assemble new hire packets, applicant packets, and order

materials for new hires

. Assist department managers with miscellaneous report preparation and

distribution as requested

. Set up and/or organize non-confidential department files

. Manage inventory for training materials and supplies

. Establish, manage and maintain professional vendor rapport

EDUCATION

Long Reach High School

Columbia, MD

Howard Community College

Columbia, MD

Major: Communications

Expected graduation: 2011

TECHNOLOGY SKILLS

Microsoft Word Microsoft Visio

Microsoft Excel Microsoft Outlook

Microsoft PowerPoint Windows (all versions)

Internet Explorer Microsoft Access

Contact this candidate