Customer Service Manager

Tonya Williams

Email: *********@********.***

Address: *** ******* ***** ****

City: Red Oak

State: TX

Zip: 75154

Country: USA

Phone: 214-***-****

Skill Level: Experienced

Salary Range: 55

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Tonya Renea Williams

201Dancing Light Lane

Red Oak, TX 75154

Cell: 214-***-****

E-Mail: *********@********.***

Bachelors of Science in Business Administration

To obtain a position to utilize training and skills to assist a progressive organization meet directives.

JOB RELATED TECHNICAL SKILLS

Well versed in utilization of all general office automation equipment; such as, navigation and utilization of loan processing Disaster Credit Management Software database, (Oracle), National Emergency Management Information System) database NEMIS, Federal Emergency Management System database (FEMA), Microsoft XP, Vista, Windows7, Microsoft PowerPoint, proprietary auditing software, experience in online legal research databases, statistical sampling, regression analysis, & decision theory, knowledge of Management principles, Microsoft Access, QuickBooks, J.D. Edwards, PeopleSoft, shorthand dictation, type 60 wpm, training, Access Timekeeping software, Microsoft Word, Microsoft Outlook & WordPerfect, Internet Explorer 7, 8 & 9; all Search Engines; i.e., Google, or Yahoo.com, Microsoft Excel; Xerox copiers and scanner; capable of learning new and existing computer systems or databases.

PROFESSIONAL EXPERIENCE

U. S. Small Business Administration - Ft. Worth, Jan 10 - present

Program Support Assistant - (NACI Security background check)

Supervisor: Waydean Haynes - phone: 817-***-****

*Work as the first point of contact for national disaster victims within the SBA`s disaster assistance Administration department.

*Daily Application of agency objectives for the Administration department and the Processing Disbursement Center to provide excellent customer service to disaster victims.

*Utilize the eOn telephone system to transfer telephone calls to employees or voicemail.

*Responsible for utilizing a telephone switchboard for receiving and transferring over 2,000 telephone calls on behalf of the disaster victims and general public, monthly.

*Work simultaneously with the Customer Service Manager to ensure customers calls are transferred appropriately or make adjustments in transferring certain calls by obtaining adjustment advice from the Customer Service Manager.

*Proofread all written or typed emails and/or letters for grammatical or typographical errors.

*On occasion provide service for the Director`s Office with receiving and transferring calls from Washington, D.C. headquarter office, as needed.

*Sign for and distribute package deliveries to the appropriate departments from Federal Express and United Parcel Service, daily.

*Additionally, assist the Human Resources department processing in new employees; i.e., providing instructions and distribution of materials for the Personnel dept., as needed.

*Issue and assign SBA badges and create a detailed list to email utilizing Microsoft Outlook on behalf of the Deputy Administrative Officer, as needed.

*Cross-trained and work in accountable property, procurement and travel departments.

U.S. Small Business Administration

Customer Service Representative - Nov 06 - Jan 10

(Payroll Liaison) Supervisor: Mary Civello - phone: 817-***-**** (NACI Security background check)

*Developed strategic business-oriented strategies and procedures to assist with the legal and loan processing Timekeeping departmental merger.

*Maintained meticulous records and logs of every transaction or adjustment to payroll processes to keep work-flowing.

*Worked within the Timekeeping department within a team to payroll duties for all agency employees, daily.

*Identified potential payroll problems and corrected to prevent missed payroll deadlines.

*Coordinated, retrieved and delivered all documents related to payroll; i.e., timesheets, time & attendance reports, Star Reports, and Leave Slips, for 2000 plus employees, daily.

*Effectively, planned each workday independently.

*Reviewed administrative procedures to streamline payroll processes to ensure adherence to all administrative operating practices.

*Physically, walked or drove a government assigned vehicle to each of the three federal buildings to retrieve payroll documents department from legal and loan processing staff, which consisted of employees, managers and supervisors, throughout the business day.

*Provided payroll liaison service for three agency facilities; located within the agency business structure to ensure employees were paid each pay period, appropriately; daily.

*Coordinated and delivered all departmental time and attendance reports, Star Reports folders to all agency leads, supervisors, managers and directors.

*Communicated in writing using Microsoft Outlook email client to provide advice and guidance to co-workers and other employees via internal emails to request payroll information.

*Consulted Supervisor for clarification of unusual or difficult assignment(s) instructions; and/or supervisory preferred method and complete departmental compliance.

*Responded to and answered all employee payroll inquiries via the telephone or Microsoft Outlook email client or at their desk side, daily.

*Processed pay period ending Star Reports and Time & Attendance documents and made copies for distribution to employees, as requested; daily.

*Recorded and submitted Time and Attendance within the Timekeeping Access database program, daily.

*Adjusted work load to prioritize supervisory assignments to meet administrative objectives.

*Wrote database SQL queries to research employees` payroll history.

*Created simple filing system for departmental research.

*Ordered all office supplies, pickup and distribution for our team, daily.

*Utilized Xerox copiers to print or make copies of Star Reports and Time & Attendance documents, daily.

*Resolved complex payroll discrepancies.

*Diplomatically resolved any employee, supervisor or management disputes to achieve peaceful resolution for all parties concerned, daily.

*Resolved complex administrative payroll issues between the Administration and Timekeeping departments, daily.

*Adhered to all guidelines to all Standard Operating Procedures, Privacy Act regulations while handling employees` payroll documents; i.e., shredded payroll documents according to agency protocol, daily.

U.S. Small Business Administration

Customer Service Representative/GS-1101-GS-07 - 40 hoursOct 05 - Nov 06

Supervisor: Gayla Hulsey - phone: 817-***-**** ext. 7585 (NACI Security background check)

*Worked within a specialized Customer Service loan processing call center to provide customer support to disaster victims with completing application packages for renters (personal property loans) home, economic injury and business loans inquiries and implementation, throughout each business day.

*Responsibly and compassionately explained the application process to each applicant or borrower via the telephone; from the genesis of the application process to the closing stage of the loan, throughout each business day.

*Requested missing documentation from applicants or borrowers for application file, i.e., signed 8821 forms, tax returns, missing signatures, and profit and loss statements, balance sheets for sole proprietorships or corporations and/or employment pay check stubs to complete loan packages via Post Office mail or via fax machine, daily.

*Analyzed all incoming loan documents for discrepancies.

*Researched Federal Emergency Management Administration (FEMA) database to retrieve disaster victims filing date and federal funds received.

*Additionally, requested from borrowers, closing documentation; i.e., proof of insurance, homebuilder contracts to be faxed to customer service or mailed via Post Office to customer service, daily.

*Answered all routine loan processing inquires and escalated more sensitive inquires to the appropriate departmental staff.

*Applied accounting practices to process business and home loans; i.e., I performed debt-to-income ratio assessments for potential applicants, daily.

*Answered questions regarding the progression of loan request; in addition, to requesting updates from the legal staff and loan processing, daily.

*Researched loan status; and verbally communicated via the telephone to each disaster victims status update regarding their application or loan by utilizing; Disaster Credit Management Software (Oracle), daily.

*Researched legal aspects, as it related to the Standard Operating Procedures.

*Utilized the National Emergency Management Information System (NEMIS) to see if applicants had applied for FEMA (Federal Emergency Management Assistance) benefits; a partnered government agency, daily.

*Verbally communicated via the telephone the entire loan process to the disaster victims; i.e., required documents to process a home, business or economic injury loan, daily.

*Additionally, explained in detail the stage loan or application package was in; i.e., Application Entry, Loss Verification, if the file was assigned to a Loan Officer, or if the file was assigned to a Case Manager and determine closing stage of the loan, throughout each business day.

*Consulted Supervisor for clarification of unusual or difficult assignment(s) instructions; and/or supervisory preferred method or departmental compliance.

*Represented the agency and department professionally when conducting business with other agencies; and/or organizations; or meetings with applicants or borrowers, in-person.

*Reached out to applicants or borrowers via the telephone on behalf of supervisors, loan officers, legal personnel, and attorneys.

*Reviewed incoming mail and loan packages; and sorted documents to appropriate departments(s).

*Mailed loan packages included; e.g., business or economic injury, home or personal property loan application, 8821 Tax Request form, declared declaration documents, and pre-addressed return SBA envelopes.

*Advocated assistance for applicants and borrowers in resolving complex issues; diplomatically, related to every stage of the application and loan process, daily.

CellStar Corporations Coppell, TX Jan 04- Jan 05

Executive Administrative Assistant; Supervisor: Ruth Cox, Senior Director - phone: 972-***-****

(Non-federal)

*Provided daily support for senior director of Operations; Operations Analyst and six staff directors, administratively and other at-will requests, daily.

*Worked within a cellular telephone distribution operations department.

*The first point of contact for visitors and the general public.

*Interviewed potential employees on behalf of directors, as well.

*Utilized Microsoft programs; such as, PowerPoint, Excel, Word and Microsoft Outlook to perform work related duties, daily.

*I conducted review and proofread all written or typed emails and/or letters for grammatical and typographical errors.

*Processed all travel orders, expense reports and check requests, throughout each business day.

*Coordinated, planned and executed monthly departmental meetings; by typing to create and distribute organizational emails using Microsoft Outlook email client.

*Arranged and organized all conference calls with teleconferencing company for staff directors, as requested.

*Provided handwritten shorthand dictation for meetings Recorded and transcribed minutes.

*Proofread all transcribed documents for grammatical and typographical errors.

*Utilized knowledge of administrative operations and procurement policies to provide support for the procurement department performing detailed research via the Internet.

*Conducted research to analyze compiled sales data provided by directors and/or retrieved data from complex database; namely, J.D. Edwards (Oracle) to integrate into monthly PowerPoint presentations, for staff director sales meetings, weekly.

*Made all travel, hotel, and rental car arrangements via the telephone or via the Internet.

*Booked local and out of town sales conferences for senior management staff via the Internet.

*Resolved all telecommunication issues for Nextel cell phones at local service center with the vendor, in-person for all company issued cell phones, daily.

*Accessed J.D. Edwards Supply Chain database and other corporate databases to retrieve product logistical data for directors; printed or emailed utilizing Microsoft Outlook, daily.

*Ordered all departmental supplies and distribution supplies to employees, weekly.

*Arranged all vendor service calls and worked with onsite vendors to ensure completion of work, as needed.

*Responsible for processing and distributing all employee payroll checks on behalf of directors, bi-weekly.

Hewlett-Packard Dallas, TX (Non-federal) Jan 02- Jan 03

Project Manager; Supervisor: Kathy Hickman - phone 210-***-****

*Answered and closed field service telephone calls within a corporate computer hardware call center environment in real time on behalf of technical Field Engineers, throughout each business day.

*Dispatched forty Technical field engineers and sub-contractors to corporate partner sites within Oklahoma, Texas, and Arkansas.

*Proofread all written or typed emails and/or letters for grammatical and typographical errors to ensure clear understanding.

*Expedited service calls to Field Engineers using CHAMPS mainframe database program, Telnet or Nextel pagers, throughout each business day.

*Performed service research queries using Microsoft Access database for business partner, in real-time utilizing Clarify and Pulse software programs.

*Ordered and secured technical hardware/software equipment expediently for field engineers contacting technical computer hardware vendor(s) via the telephone, daily.

*Resolved Random Access Server (RAS) dialup issues, desktop.

*Utilized computer programs to successfully migrate over 1000 employees onto Lotus Notes, nationally and internationally, throughout each business day.

*Resolved hardware and software conflicts during migration with (New Technology) NT workstations, Dells, Gateways Compaq`s and laptops, throughout each business day.

*Utilized general office automation equipment; i.e., computers and telephones to perform work duties, daily.

LINCOLN PROPERTY COMPANY Dallas, TX - (went out of business in Sept. 2001) Mar 99- Apr 01

Help Desk Manager; Supervisor: Ken Hall - phone: unknown (Non-federal)

*Worked in a corporate help desk environment to assist property real estate company employees.

*Managed the volume of help desk calls from internal and external employees, throughout each business day.

*I supervised and directed three employees; Network Administrator, and two Help Desk employees, daily.

*I initiated fact-finding precise inventory audits with staff for computer equipment, hardware and software on behalf of the organization.

*I utilized accepted analytical techniques; such as, task analysis, work simplification, work-flow charts, workload measurement, and trend analysis to the resolution of procedural problems affecting the efficiency, effectiveness, or productivity of the organization.

*I modified and/or restructured audits according to administrative directives.

*I utilized proprietary inventory audit program to produce substantive reports.

*I mentored and directed Information Technology staff to appropriate internal audit procedures.

*I interviewed and implemented questionnaires to the Information Technology staff to obtain all point of views regarding research methodologies.

*I conducted research and audit analysis of Information Technology programs to make recommendations for revisions in policies and/or procedures.

*I utilized company proprietary inventory programs to produce attestation reports for the company`s Information Technology Director`s for review.

*The computer equipment, hardware and software inventory audits consisted of other Lincoln Property Company`s, locally and out of state; namely, Dallas, Texas; Atlanta, Georgia; and Fort Lauderdale, Florida locations.

*I utilized qualitative and quantitative research methods in an effort to determine audit and research/audit outcomes.

*I prepared staff reports to inform management of audit/inventory progression.

*I created inventory reports to upper-level management to use in strategic business planning for future computer equipment, hardware, and software procurement.

*I adhered to all Lincoln Property Company`s, Standard Operating Procedures and regulations.

*I informed my superior; Information Technology Director of audit milestones or necessary adjustments.

*I was responsible for coordinating company acquisitions to move or ship computer equipment, as needed.

*I gathered, complied and typed up original Excel reports containing call metric volume statistic spreadsheets for Information Technology director, daily.

*I prepared computer vendor contract proposal documents for Information Technology director approval and submission, weekly.

*I spearheaded and executed idea to automate the Help Desk which saved revenue and time; automating the Help Desk saved an estimated $200,000 in yearly revenue.

*I created end user login accounts; i.e., Lotus Notes identification files, Windows user ids, and organizational Intranet accounts, daily.

*I procured all computer equipment and software programs for all company locations in Texas, Florida Arkansas, and Georgia.

*I arranged and organized all vendor equipment installations and service calls for the company, weekly.

*I secured and appropriated all software and hardware licensing agreements, weekly.

EDUCATION

COURT REPORTING INSTITUTE, Court Reporter

KAPLAN UNIVERSITY, BS, Business Administration

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