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Customer Service Management

United States
August 30, 2017

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Inza J. Hartwell

*** ******* **** * *******, GA *0024 l 678-***-**** l

Personal Profile

Energetic and self-motivated professional with corporate compliance, paralegal, managerial and operational experience in a fast-paced, client-focused environment

Accomplished relationship-builder, skilled in problem resolution and negotiation

Successfully manages projects, time, priorities and deadlines with accuracy

Proficient with Microsoft Word, Excel, Outlook and PowerPoint as well as Adobe Acrobat, NMLS, LexisNexis and CQ Roll Call

Professional Experience

Money Management International, Inc. fka Consumer Credit Counseling Service of Greater Atlanta, Inc., Atlanta, GA March 1996 to February 2017

Corporate Compliance Coordinator/Legal Assistant Nov 2014 to Feb 2017

Prepared and maintained Corporate, DBA, Debt Management, Bankruptcy and Charitable licensing, filing and annual reporting for a national organization

Assessed compliance and operational risks to develop risk-management strategies

Prepared and managed State and Federal examinations using proprietary systems

Analyzed and addressed exam and audit reports; facilitated improvements with stakeholders

Researched industry and/or regulatory changes, trends and best practices

Served as Compliance point of contact for internal/external stakeholders, consumers and regulators

Provided administrative support to Board Members, C-level and executive staff

Created department database and electronic file management system

Procured, maintained, secured confidential and sensitive information

Conducted agency-wide compliance orientations and training

Operations Manager Jul 2001 to Nov 2014

Developed, managed and coached 15 Account Management Specialists and 10 Customer Service Representatives across three states and those working remotely

Prepared job descriptions, prepared time and attendance sheets and maintained employee files

Researched client files to provide escalation intervention and concession negotiations

Determined and implemented success metrics; conducted productivity and quality assurance audits; developed and conducted training

Generated and managed department budget and reporting

Served as the DMP Services content expert, point of contact and facilitated responses to internal/external stakeholders, clients and creditors

Developed and implemented “one call” resolution and “cradle to grave” account management workflow initiatives

Improved satisfaction survey results by 15%; reduced concessions expenses by 35%

Cultivated client and creditor relationships and achieved 96% complaint resolution

Regional Branch Manager Mar 1996 to Jul 2001

Oversaw all branch operations and community relationships for three regional offices

Managed up to 8 Certified Budget, Credit and Housing Counselors

Drafted job descriptions, prepared time and attendance sheets and maintained employee files

Provided budget, credit and housing counseling to individuals in financial distress

Assessed clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports or other financial information

Recommend strategies for clients to meet their financial goals to include administering debt management plans to desiring clients

Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, extensions or to set up repayment plans

Presented community workshops on topics concerning the wise use of credit, budgeting, home buying and credit reporting

Met with community leaders to ignite community involvement and drive business


Bachelor of Arts, Organizational Management, summa cum laude

Ashford University – San Diego, CA

Associate of Arts, General Studies, summa cum laude

University of Kentucky – Elizabethtown, KY


Certificate of Appointment of Notary Public - Gwinnett County, GA

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