Customer Service Management
Resume:
Mae Phillips
Email: ********@*************.***
Address:
City: Pensacola
State: FL
Zip: 32507
Country: USA
Phone: 850-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Energetic, results-oriented team-player eager to bring strong administrative skills to a growing company in need of top-level support.
Educational Background:
High School Dipolma from Troy University, Troy State University AL 1/2001 to 7/2010 (Resources Management)
High School Dipolma from Pensacola Jr. College, Troy State University AL 1/2001 to 11/2012
Job History / Details:
Career Overview
Energetic, results-oriented team-player eager to bring strong administrative skills to a growing company in need of top-level support.
Skill Highlights
Travel administration
Problem resolution
Deadline-oriented
Microsoft Office
Spreadsheet development
Report analysis
Staff motivation
Medical billing
Account reconciliations
High customer service standards
Strong problem solving ability
Troubleshooting skills
Proficient with Microsoft Office Suite
Accounts receivable professional
Strong communication skills
Project management
Core Accomplishments
Statistical Analysis
Performed data collection and statistical analysis that resulted in sound recommendations that were adopted by department.
Presentations
Created presentation materials for sales, customer relations and management purposes.
Accounting Skills
Operated computers programmed with accounting software to record, store, and analyze information.
Client Interface
Managed accounting close, accounts payable, and financial reporting for multiple clients.
Customer Assistance
Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Customer Interface
Greeted customers upon entrance and handled all cash and credit transactions.
Assisted customers over the phone regarding store operations, product, promotions and orders.
Database Maintenance
Assisted in the managing of the company database and verified, edited and modified members' information.
Professional Experience
February 2010 to Current
Federal Emergency Management Agency (FEMA) Chicago, IL
Public Assistance Project Specialist
Managed numerous projects simultaneously within federal guidelines.
Ensures project worksheets are complete and accurate for federal funding.
Implemented project worksheets for projects from $1,000 to $2,000,000 that were obligated federal funds.
Ensures project worksheets are complete and accurate for federal funding.
May 2008 to March 2010
Federal Emergency Management Agency (FEMA) Atlanta, GA
Disaster Assistance Employee
Computed, recorded, and proofread data, records and reports.
Communicated with customers, employees and other individuals to answer questions and explain information.
Coordinated and managed multiple priorities and projects in a timely manner.
Generated monthly reports utilizing Microsoft Word, PowerPoint, Excel, and uploaded reports to SharePoint.
Determined if inventory quantities are sufficient for needs, order supplies when necessary.
Counseled local officials and disaster survivors on emergency management response and recovery.
Developed staffing plan, and deployed staff.
Managed employee daily accountability.
January 2005 to December 2007
Federal Emergency Management Agency (FEMA) Pensacola, FL
Housing Closeout Specialist
Managed a caseload of 75 to 120 disaster victims residing in temporary housing units cases.
Maintained applicants case files and entered information into database.
Reviewed applicants' information to determine eligibility to remain in disaster housing units.
Managed applicants records, made notation of changes, and made modifications in database.
October 2004 to February 2005
US Small Business Administration Pensacola, FL
Office Automation Lead
Performed daily maintenance of the loan applicant database.
Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
Assisted senior-level credit officers with complex loan applications.
Executed the loan origination process, and including ordering credit reports.
Managed team of eight of professionals.
October 1998 to May 2003
Agency for Health Care Administration (State of Florida) Pensacola, FL
Administrative Secretary
Recorded and filed patient data and medical records.
Strictly followed all federal and state guidelines for release of information.
Maintained an organized logging system for tracking test results.
Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
Initiated correspondence as well as transcribed from dictation.
Compiled data and completed monthly reports using Excel.
Completed purchase orders to purchase office supplies, and monitored supply inventory.
Typed all outgoing correspondence using Microsoft Word
April 1995 to July 1997
Jacksonville Electric Authority Jacksonville, FL
Customer Service Specialist II
Provided high levels of customer satisfaction through effective and timely resolution.
Handled escalated customer questions, billing inquiries and complaints with the highest level of courtesy and professionalism.
Was responsible for making financial decisions based on customers payment history to determine what type of products and plans the customer was eligible to receive.
Assisted individuals interested in opening accounts for electricity and water.
Assisted customers in person, and by telephone, collected payments, deposits, and researched misapplied payments
Investigated and resolved a wide-array of customer complaints and inquiries, ensuring the highest level of satisfaction.
Education
2010 Troy University Troy, AL
Bachelor of Science Resources Management
Business Degree in Resources Management.
2003 Pensacola Jr. College Pensacola, FL
Associate of Applied Science Office System Technology
Office Systems Technology Associates degree with Administrative Assistant emphasis.
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