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Customer Service Manager

Bowie, Maryland, 20716, United States
May 23, 2010

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

Bowie MD **716

(301) ***-****

(443) ***-****



Looking for a challenging position in a professional environment with room for advancement

where my professional experience and education can be utilized to provide excellent quality



2009 – Present

Human Resource Coordinator

(Capital Care Inc.)

Process and maintained new employee paperwork and records.

Work with benefits manager to ensure organization is providing employees with sufficient

benefits at a reasonable cost. Design, develop and implement various employee procedures

including hiring, firing, promotion and transfer procedures. Develop and implement

companywide employee quarterly assessment and annual evaluation matrices.

Oversee proper implementation of company rules and regulation as stated in the employee

manual. Create and conduct staff development and enrichment programs. Assist other

administrative staff as needed. Develop employee reward programs and annual employee team

building programs.

Comprehensive knowledge of federal, state and local laws influencing HR functions.

2006 - 2008 Rockville Maryland

Technical Support Representative

(Metropolitan Regional Information Systems)

Provide technical assistance and software support via phone, email and fax to customers both

remotely and onsite

Modify software system configuration, investigate and resolve computer software and hardware


Performed upgrades, installation of software and essential desktop troubleshooting

Determine user specification for hardware and software. Interpret customer business needs and

translate them into application and operational requirements.

Perform basic hardware and software diagnostic testing

Investigate and resolve compliance issues in relation to MRIS Rules and Regulations and the

usage of MRIS data on various Internet venues

Visited customers off site to educate and assist resolve software issues

Assisted customers on on-site visits for hardware troubleshooting and local system upgrades

2002 - 2005 Dallas Texas

Account Resolution Specialist Mentor and System Tester


Perform component, subsystem and system tests, working from documented test procedures

under the direction of test leaders.

Troubleshoot software issues that arise during testing; differentiate network, client, platform and

product issues

Identify, classify and document image artifact defects

Execute tests on multi-vendor datasets

Execute test to verify User Interface internationalization

Initiated collection calls to prevent or decrease potential or known losses

Completed appropriate system documentation for all customers

Monitored individual portfolio collection files, forwarding bankruptcy account to legal


Provided problem resolution for customer with past due account as necessary by approving

extensions for payments and recommends amendments within prescribed guidelines.

Helped new collectors during their orientation period and other collectors with difficult calls

Reviewed collection calls with team member for continual feedback and training.

Evaluated performance for collectors and identified developmental objectives to enhance


1999 - 2002 Dallas Texas

Corporate Revenue Management Specialist - Team Lead

(Cingular Wireless)

Placed and received calls from corporate and government account payable department to resolve

delinquent accounts

Suspended or cancelled services on delinquent corporate/government accounts, and restored or

resumed service when payment arrangement is made.

Researched and resolved misapplied payment issues.

Took escalated calls from outraged customers to resolve problems

Assist manager to monitor subordinates

Trained newly hired employees

1998 - 1999 Dallas Texas

Customer Service Representative

(Alliance Data System)

Received inbound calls to activate new services

Researched and resolved disputed items

Troubleshoot and resolved technical issues for customers with satellite dish

Answered all inquires about company product, services and procedures from customers


Master Degree in Human Resource Management- University of Maryland University


(Expected graduation date; May, 2012)

Bachelor Degree in Science in Computer Information Systems - University of Texas

at Arlington (Graduated December, 2008)

Associate in Science in Business - Richland College Dallas (Graduated May, 2002)


Certificate for Employee of the Month - Cingular Wireless (September 2001)

Certificate for Perfect Attendance - Cingular Wireless (Second Quarter 2000)

Certificate for Consistent Outstanding Performance - Citigroup (2003 - 2005)

President Aware (Outstanding Performer of the Year) - MRIS (2008)


Language and Software: HRIS-PeopleSoft (client-side) Excel, Microsoft word,

PowerPoint, Access, Outlook, Outlook Express, HTML, Symantec Norton Anti Virus

and MCAFEE Anti Virus, ADOBE, Knowledge of system development life cycle and


Operating System: (UNIX, Windows)

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