Customer Service Manager
Resume:
SHEILA K. CANN
*** ******* ****.; Monroe, LA ****3
Phone-318-***-****/Email- ac0zcm@r.postjobfree.com
CAREER PROFILE
A results oriented professional who enjoys working in a marketing support-focused environment, seeking to partner with a progressive and innovative organization where I can assist in helping to retain and advance the business through my ability to provide high quality service while being well equipped with products and services knowledge to enhance the customer’s experience.
TECHNICAL SKILLS
Microsoft Office Suite (Word, Excel, Power Point and Outlook), VLS Systems (Vender Loan Servicing Systems), Customer Care Workbench Systems, Call Tracking Systems, Banking/Loan Servicing systems and all general office equipment and systems.
PROFESSIONAL EXPERIENCE
Beyond Words Counseling, LLC
Office Manager, Nov. 2016 – May 2017
Made sure all office bills were paid on time, kept track and paid service agreements and/or contracts,
Provided office support to counselors in both the Monroe and Ruston area, provided office support for Manager, LPC, and Assistant Manager, maintained office files, scheduled doctor days for both the Monroe and Ruston Offices, provided follow up visits for clients as well as reminder emails about follow up appointments with their counselors; faxed treatment plans when needed along with other general office duties.
Kohls Department Stores
Point of Sale/Floor Support, Apr. 2015 – Present
Provide excellent customer service while checking out their purchases. As required, sell department store credit cards and store rewards cards to customers as well. Provide floor support to area team members as well.
Ouachita Parish School Board
Paraprofessional – Pre-K, Sep. 2014 – Nov. 2016
Provided support to lead teacher during classroom activities and instruction. Took daily attendance, logged and provided receipts for money collected for various activities and programs. Assisted during meals, outdoor play, centers, stories, and change of closing and bathroom needs when required. Assisted in checking daily checking of backpacks/folders for homework and notes to and from parents.
Ouachita Parish School Board
Substitute Teacher, Nov. 2013 – May 2014
Taught at schools when the regular teacher was not available because of illness, conferences, etc. Followed the instructions and plans that were left by the regular teacher.
J.P. Morgan Chase Home Finance – Monroe, LA
Banker Services, Apr. 2008 – Oct. 2013
Assisted bankers and externals customers regarding default/collection issues, mortgage modifications, bankruptcy, foreclosure and repayment status. Processed payments for both mortgage and home equity accounts, ordered home equity checks and placed stop payments on home equity checks per customer’s request.
J.P. Morgan Chase – Monroe, LA
Home Equity CCP & Loan Line/Banker Services, Aug. 2005 – Apr. 2008
Received inbound calls from Retail Banking Center employees requiring help assisting Home Lending Customers. Assisted Home Equity account holders with gaining access to their funds using the Vender Loan Service System. Assisted with verifying the ability to transfers from lines of credit.
J.P. Morgan Chase – Monroe, LA
Home Equity Legal Review Analysist, Sep. 2004 - Oct. 2005
Monitored the performance of all regulatory requirements concerning Home Equity Loans. Prepared loan files for audit by gathering and organizing required documentation. Performed detailed reviews of loans, including appraisal analysis, re-verification of loan documents, reviewing loan files for completeness and accuracy, and analyzing all credit documents to ensure loans meet internal, investor and/or mortgage insurance requirements,
J.P. Morgan Chase – Monroe, LA
Prime Mortgage CCP, May 2002 – Sep. 2004
Received inbound calls from customers regarding their mortgage account. Provided explanations to customers and third parties regarding payoff statements, escrow accounts and statements. Verified payments and other general information to customer regarding their accounts.
J.P. Morgan Chase – Monroe, LA
Final Certifications Data Entry/Research, Aug. 1996 – May 2002
Responsible for researching the accuracy of mortgage documents. Ensured that documents received belonged to Chase by researching for loan numbers and contacting third parties. Ensured documents received were ready to be sent to Data Entry Team to be put into the system. Assisted internal and external customers with understanding status of loan documents.
Hudson, Potts and Bernstein LLC – Attorney’s Office, Monroe, LA
Legal Secretary – Apr. 1991 – Jul. 1996
Responsible for typing legal pleading, letters, documents and sending same to other attorneys and insurances companies. Made copies of all documents that were sent out. Sent legal pleadings to the /clerk of Court for filing and resumed depositions and assisted paralegal with the making of exhibits for court.
EDUCATION
Grambling State University Bachelor of Science Major: Accounting Minor: Finance
HONORS & AWARDS
On Time Award, Quality Top Performer, Handle Time Award, World Class Service Award, 100% Survey Award, Retention and Cross Cell Awards, Customer Recognition/Appreciation Award, Destination Excellence Mentor, MVP Recognition for WOW Calls.
REFERENCES
Mrs. Rokeya Myles, Secretary
Shady Grove Elementary School
Ms. ShaRon Hartwell, LPC
Beyond Words
318-805-1867M
Ms. Shirley Cleveland
Ms. Kimberly Wright, Pre-K Teacher
Swayze Elementary School
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