Customer Service Manager

Tonia Terese West

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

Address:

City: Upper Marlboro

State: MD

Zip: 20774

Country: USA

Phone: 240-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Energetic and reliable, skilled with working with a diverse group of people in different capacities from administrative to management. Fifteen years of customer service to include call center and person to person interactions.

Educational Background:

High School Dipolma from Strayer University, Camp Springs MD 1/2001 to 3/2012 (Business Administration -Acquisitions and Contracting)

Job History / Details:

Career Overview

Energetic and reliable, skilled with working with a diverse group of people in different capacities from administrative to management. Fifteen years of customer service to include call center and person to person interactions.

Skill Highlights

Problem resolution

Meeting deadlines

Knowledgeable in purchase card reconciliation

Self-starter

Team building

Lotus notes

Microsoft Excel

Microsoft Office Skills

Microsoft PowerPoint

Time Management

Professional Experience

June 2012 to November 2012

The American Red Cross Fort Leonard Wood, Missouri

Assistant Station Manager

Assist the manager with human resources, financial and administrative functions

Provide 24/7 emergency communication between military personnel and their families; access to financial assistance information and referral; and other related services

Administer or assist in the management of American Red Cross volunteer programs

February 2010 to June 2012

The American Red Cross/Adecco Washington D.C.

Senior Administrative Assistant /Grants Specialist

Provide administrative and technical support to over 340 sub-recipients for Service to the Armed Forces grant

Organize and manage work flow of the on-line proposal process

Analyze and process payment requests that average over 100 weekly reimbursements

Ensure all incurred expenses are in compliance with federal regulations, company policies, and agency requirements

Process budget reallocations Serve as liaison between sub-recipients and National Headquarters

Conduct required sub-recipient monitoring through domestic site visits and desk audits

Monitor and respond to electronic communications that yield 20-25 daily action items.

February 2006 to September 2009

FDIC/Apptis Arlington, VA

Information Specialist II

Serve as a representative of the FDIC to the general public and banking industry

Act as the primary point of contact for call resolutions

Independently respond to a wide variety of general and intermediate questions about the FDIC, its mission, purpose and programs

Assign complex and/or confidential inquiries to the designated FDIC representative and other financial regulatory agencies

Establish and manage baseline call center requirements.

August 2001 to January 2006

Navy Federal Credit Union Vienna, VA

Call Center Account Specialist/Member Service Representative

Conduct interviews for potential credit union members.

Provide financial management counseling to existing and potential members.

Cross-service credit union products and services including but not limited to consumer loans, vehicle leasing, and savings products.

Processed 150-200 financial inquiries per day.

May 2001 to August 2001

Arlington (VA) Federal Credit Union Arlington, VA

Member Service Support Specialist

Serve as primary point of contact for the Department of Motor Vehicles Order vehicle titles from various finance companies, banks, and car dealerships

Provided administrative support to finance institutions and vehicle lenders

Responsible for ensuring proper records management for the vehicle lien department

Serve as proxy to the Director of First Impressions as needed.

February 1999 to March 2001

NIH Federal Credit Union Rockville, MD

Member Service Representative

Conduct interviews for potential members.

Resolve all member inquiries referencing savings products and loans.

Process loan and credit card applications for review.

Assist the teller line with daily balancing of cash drawers, cash vault and ATM.

August 1998 to February 1999

Branch Banking & Trust BB&T Rockville, MD

Teller

Process cash transactions for deposits and withdrawals for commercial and personal clients.

Issue money orders, cashier checks and savings bonds.

Responsible for ATM management.

Education

present Strayer University Camp Springs, MD

Business Administration -Acquisitions and Contracting

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