Customer Service Management
Resume:
Kerami Ann Smith
*** *** ****** ** *******, Al **954
********@***.***
EDUCATION AND PROFESSIONAL DEVELOPMENT
JACKSONVILLE STATE UNIVERSITY 2013 (Classes complete, pending comprehensive exam)
• Master of Public Administration, Concentration in Business Administration
The Master of Public Administration (MPA) is designed to meet the professional development needs of Individuals employed by or planning a career
in local, state, or federal government, or non-profit associations and organizations. To be able to analyze information in a non partial way, to evaluate
issues, and organize your management skills, so that you may do so in the workplace, coursework includes research and reviewing information,
Investigating theories and cases regarding management, to evaluate and critique by presentations speaking in class, or submitting for review. Courses
studies include, finance and budgeting systems, business administration, management theories, ethics theories, and ethical behavior in relation to
business and management, and leadership, and leadership theories.
UNIVERSITY OF ALABAMA AT BIRMINGHAM 2007
• Bachelor of Art, Communication Management
In the field of Communication, areas studies; legal issues related to management, interpersonal, and personal communication, public relations,
communication in and with the media, marketing relations, and interoffice communication and management. To interpret issues, to be able to speak
and inform people on issues in a manner they themselves can interpret.
UNIVERSITY OF ALABAMA AT BIRMINGHAM 2007
• Bachelor of Art, Art Studio
As an Art Studio major I concentrated in photography.
SKILLS
• Microsoft Word: Excellent
• Microsoft PowerPoint: Excellent
• Microsoft Outlook:Excellent
• Adobe Photoshop: Very Good
• Microsoft Excel: Good
• Adobe Illustrator: Good
• Windows: Excellent
• Mac OS: Good/Very Good
• Can type approximately 45 words per minute.
PROFESSIONAL EXPERIENCE
• BRILLIENT CORPORATION
Contractor for the United States Small Business Administration
Location: Birmingham Alabama Small Business Administration Disaster Loan Servicing Center
April 2, 2012 – Began new contract-Layoff August 15, 2012
Home Office 11417 Sunset Hills Road, Suite 210, Reston, VA 20190
Title: Clerk III Full Time
Work Performed: Continuing servicing the SBA, within a new contract. 40 hour work week
• WASHINGTON PRODUCTS AND SERVICES
Contractor for the United States Small Business Administration
Location: Birmingham Alabama Small Business Administration Disaster Loan Servicing Center
August 4 2008-March 31 2012 contract ended.
Location: Birmingham Alabama Small Business Administration Disaster Loan Servicing Center
Home Office Chantilly, VA
Initial Title: Loan Servicing Assistant – Salary $18.26 per hour.
Title: Clerk III – Salary $17.53 per hour.40 hour work week.
o Representing the SBA in all manners, as a servicing agent, including, collection on disaster and small business loans, investigating borrower
files to service them, and collect on their loans, including; File research, bank requests using several Government databases, Creating
subordination packets, creating verification of mortgages, answering phone requests, contacting borrowers for needed information, preparing
documents to send to borrowers, such as loan modification requests, and noted before, subordination requests.
o Doing these tasks to keep borrowers from liquidation status, or being charged off.
o Understanding all that encompasses the SBA and banking financial terminology.
o Dealing with SBA borrowers, and third parties, who are irate, and calming and attempting to help them in the best way possible, following SBA
guidelines.
o Submitting installments from borrowers, processing installments, and various duties requested by supervisor. In addition to those duties,
receiving requests for review by SBA to be processed, handling and screening information retrieved from borrowers for review.
o Maintaining relationships with borrowers to encourage and negotiate timely payment arrangements from borrowers for the organization and
strictly adhere to all rules to meet SBA requirements.
o Using SBA databases and applying legal guidelines to business practices in a variety of practical situations.
o Serving the SBA and their borrowers, assisting them, and helping them solve problems. Within the office, when approved, I assist others and
contribute in any way I can, organizing documents, within collateral, file room, or any area, or person that needs assistance.
o Familiar with the procedures for releasing Insurance checks and the procedure for analyzing transactions (exchange of collateral, partial
releases, subordinations or substitutions of collateral) to determine the agency’s equity position to minimize collateral slippage, reviewing the
purpose of for which the current action is required and determines that it is allowed under SBA SOP’s, rules, regulations, and guidance.
o Generating needed loan servicing correspondence pertaining to past due accounts and other loan servicing matters with both banks and
borrowers.
o Experience with legal documentation and following office procedures.
o Answer basic requests from the borrower, financial institutions, and other concerned parties and if unable to answer the questi on. Knowing rules
and regulations regarding bankruptcies, sensitive information, differences in reporting and serving private disaster loans and commercial
business loans, such as 7A. Relaying information to borrowers and Loan Specialists, regarding all of the above and transferring calls from
borrowers or banking representatives regarding those loans.
o At times, receiving the financial statements, subordination packets, or loan modification packets from borrowers or banks, and I route those to
the appropriate representative. With regards to the myriad of questions asked for my response; and doing so in various ways to financial
statement inquiries, business related issues especially regarding payments due, inquires of SBA rules and guidelines regarding payment, where
to be referred regarding liquidation, and many others.
o Experience with basic legal procedures within the SBA.
o Experienced in contacting customers via telephone/mail, evaluating information and advising customers/borrowers.
o Experienced in the use of FAX machines, copiers, computers for data input and other office equipment.
o Training in Computer Security (Annually)
o On the Job Training on confidential SBA applications.
o Experienced in contacting customers via telephone/mail.
o Experienced in the use of FAX machines, copiers, computers for data input and other office equipment.
o Training in Computer Security (Annually)
o EEO Training (Annually)
o FOIA Training (Annually)
o On the Job Training in confidential SBA and public sites used frequently such as pay.gov
• PCA INTERNATIONAL INC
Picture Me! Portrait Studio
Location(s): Central and North Alabama
April 2008-SEPTEMBER 2008 Part time employment
o Floating Photographer; duties including sales, customer service, communicating with the customer to serve their needs. Guiding the customer
through the process of being photographed, and choosing their many options.
• FLEXTRONICS
Customer Service Technician
July 2007- March 2008 40+ hour work week
Location: Trussville Alabama Verizon Wireless Retail Location
A Verizon Wireless outsourced company, which provides Customer Service Technicians for their corporate retail stores.
o Duties included customer service, troubleshooting, solving problems with cellular phones, minor phone repair, programming and activating
phones, billing issues, software issues, initiating sales, creating a relationship with the account holder, or future account holder to foster a trust
between them, and the service provider.
o Monitoring account holder plans, to serve them better, be it their allocation of minutes or data information. Regarding programming and
activating phones.
o Greeting customers as they came into the store, established rapport to upgrade phones or services, establishing new accounts, and reviewing
future customer application data, such as finances, employment, and number of lines being activated on the account, comparing plans to best
serve their future needs.
o Explained the guidelines of the contracts initiated, and any other questions they may have had.
o Completed various training seminars, involving things such as; policies and regulations, operating procedures, business vs. individual
customers, VZW computer systems, handling sensitive information like customers financial documents.
• THE GADSDEN MALL
Carousel Operator
Gadsden, Alabama
May 2005- July 2007 Part time employment
o Main duties, carousel operation, however also ran the customer service desk on occasion, managing money and deposits.
o Making sure the children were acting appropriate, supervising them so they would not be hurt. Maintaining that the carousel was operating
correctly, and following correct height/weight rules.
• MOUNTAIN VIEW HOSPITAL
Switchboard Operator-Front Desk Clerk
Gadsden, Alabama
May 2005-May 2006 Part time employment
o Among various duties were, answering calls, receiving mail, handling the alarm, calling codes.
o During visitation hours, signing in guests and taking their items for the patients and made sure no inappropriate or not allowed items were
brought. I supervised the guests/visitors, and allowed them to go back into the room where the visitation was held as, only so many could go at
one time.
o Communicating with Doctors, Counselors, and Nurses. Routing calls and patients to them.
Contact this candidate