Customer Service Manager

Curtrina Y. N. Mapp

**** ****** ****** ***** ********, GA 30058

SELECT PROFESSIONAL EXPERIENCE:

May 2006 – June 2017 Certified Bankruptcy, Credit, Housing Counselor – Clearpoint A Division of Money Management International, GA (Work From Home)

• Maintain NFCC Counseling Certifications for Bankruptcy, Budget and Credit, and Housing Counseling

• Utilize Timpani LivePerson and LiveEngage to monitor chat sessions and counsel clients on Debt Management, Housing Crisis, and/or Bankruptcy.

• Assist clients with technical resolution of website or computer problems.

• Document client process, financial situation, and comments.

• Follow up with clients on the Debt Management to monitor client’s progress.

• Manage Client files using HOST ACCESS software.

• Manage client files using Debt Plus software.

• Create certificates for Bankruptcy via government EOUST.

• Reply to attorney’s or client’s email utilizing MS Outlook and HOST ACCESS.

Nov 2014 - March 2015 AT&T Contract - Frost Virtual Solutions (Work From Home)

• Customer service account representative for mobile devices.

• Researched various internet browsers to assist clients with new phone mobile device purchases, plans, and warranty replacements options.

• Upgraded existing customers based on current contract policies and procedures.

• Offered incentives for customer retention.

Jul 2003 – Sept 2003 Office Manager - Keepsake Expressions, Decatur, GA

• Provided daily telephone support.

• Data entry and order processing.

• Faxed orders to necessary departments inside and outside of company.

• Followed up on order processing and shipments.

• Escalated order concerns to appropriate personnel.

Mar 1997 – Jun 2003 DPA III - AT&T, Alpharetta, GA

• Excellent supervisory skills. Documented changes in programs and reported modifications to management, programmers, production support teams, Change Implementation Group, and others when necessary.

• Monitored Remedy for outstanding tickets. Transferred tickets according to group severity. Completed tickets according to instructions and forward, transferred or closed tickets accordingly.

• Maintained file integrity using TSO/ISPF, TSO commands, GDG, and Connect Direct to edit, create, copy, or otherwise manipulate production and test data.

• Monitored hundred of program executions and completions daily using CA-7, JESMaster and Control-M to meet Service Level Agreements. Used CA-7 to edit or create JCL for an abnormal end of programs.

• Diagnosed and resolved abended programs using TSO, SAR, JES Master, Omegamon, FileAid, QuickRef, CA-7/CA-11, SPUFI, Connect Direct, and Control-M utilities to edit JCL.

• Created training manuals for diversified training, and also reference materials to advance job performance.

• Communicated with technical and non-technical peers to help advance their job skills and knowledge.

• Trusted by management and coworkers to be a subject matter expert on several applications.

• Work well in a 24X7 diverse work environment as well individually and as a team with excellent documentation skills.

• Worked on Help Desk for RACF (Resource Access Control Facility issues and Disaster Recovery projects for Georgia and Florida.

EDUCATION:

DeVry Institute of Technology, Atlanta, GA

Bachelor of Science in Computer Information System

- Dean’s List

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