Customer Service Manager

Nea Jones

Administrative/Accounting

Montgomery, AL 36116

**********@*****.*** - 334-***-****

Looking to leverage my knowledge and experience into a professional administrative position. I have

7+ years of clerical, customer service, bookkeeping, management and administrative skills, active security clearance through the government, and have some college courses in Business/Marketing from AUM. I also have Microsoft word, excel, PowerPoint, Access, quick books, people soft, prolink, Oracle Receivable Service Cloud, and MYSQL experience.

Willing to relocate to: Georgia - Florida - Tennessee

Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Representative

Hewlett Packard Enterprise - September 2015 to Present

(Security Clarence)

-Communicate via email, chat and phone, to assist and answer general questions about the Federal Student

Aid programs, (Loans, Grants and Work Study), and how to apply for aid.

-Access students loan history through the National Student Loan Database.

-Assist with completing the FAFSA application.

-Make updates and corrections to the FAFSA application.

-Assist with completing the Federal Student ID.

-Direct Students and Parents on where and how to apply for additional aid.

Seasonal Office Assistant/ Tax 1 Preparer

H&R Block – December 2012 to January 2016

-Assist Office Manager with opening and closing store

-Inputting personal information into the system database

-Processing and dispensing refund checks

-Verifying employee time and submitting it for approval to Manager

-Marketing

-Contacting Clients for appointments/ scheduling appointments

-Money handling / Store Deposits

-Processing Basic Tax Returns / 1040EZ/1040

Assistant Team Lead Counselor

Alabama Housing Finance Authority - November 2013 to September 2015

-Lead a team of 8-10 employees in a call center environment with the intake, counselling and processing loan applications process.

-Analysed applicants' financial status, tax returns, and property evaluations to determine grant eligibility.

-Approved grant application for the Underwriter, within specified limits for homeowners.

- Verified Deed was processed and obtained mortgage balance from lender.

- Ordered closings and property reports

-Basic knowledge of Underwriting, and verifying information.

- Calculate amount of debt and funds available in order to plan methods of payoff and to estimate time for

Debt liquidation.

-Check loan agreements to ensure that they are complete and accurate, according to policies.

-Contact applicants or creditors to resolve questions about applications or to assist with completion of

Paperwork before closing.

- Interview applicants and request specified information for loan applications via phone.

- Maintain and review account records, updating and categorizing them according to status changes.

-Take incoming and Outgoing Calls from our hotline

-Data Entry, Typing, faxing, filing, copying, emailing, scanning, create daily spreadsheets to reflect the number

of homeowners I am assisting.

Credit Analyst Lead / Call Center

Convergent Solutions, Inc. - September 2010 to January 2012

-Analyse credit data and financial statements to determine the degree of risk involved in extending credit or

lending money

- Maintain up-to-date and complete credit files.

-Prepare reports that include the degree of risk involved in extending credit or lending money.

- Evaluate customer records and recommend payment plans based on earnings, savings data, payment

history, and purchase activity.

-Confer with credit association and other business representatives to exchange credit information.

-Complete loan applications, including credit analyses and summaries of loan requests, and submit to loan

committees for approval.

-Generate financial ratios, using computer programs, to evaluate customers' financial status.

- Work with Claims Department on resolution of deductions and claims for assigned accounts. Provide other Division personnel with timely information regarding the current status of credit/collection activities in progress.

-Data Entry, emailing, taking inbound calls

-Prepared weekly spreadsheets

-Accounts Receivable, Oracle.

Air National Guard

Information Management - September 2008 to January 2011

-Compose correspondence/reports for own or manager's signature

-Arrange essential mail in priority action order for boss

-Check deadlines on incoming requests and put preliminary work in play

-Handle all inquiries within my capacity

-Arrange "call-backs" to protect boss's time

-Arrange travel through internal or outside agents

- Oracle Receivables experience.

-Prepare itinerary, supplies and expense reports

-Took inbound calls and direct them to necessary personnel

-Implemented business letters and was responsible for mailing them to appropriate parties

-Assist with payroll and Accounting.

Cash Choice

Store Manager/ Auditor January 2006-July 2008

-Managed my own location as well as travelled to other area stores to assist DM with auditing as needed.

-Hired, trained and oversaw a team of 6-8 employees at any given time

-Processed payroll, made weekly schedules based on company needs, ordered supplies, made bank deposits, compared ledger reports, reported bank balances and store numbers on a daily basis to DM.

-Collections and field calls

-Approved all title loans over $500 and payday loan applications.

-Strong Marketing was needed to establish new store location

-Consistent with meeting company’s sales revenue on a weekly basis.

EDUCATION

Business/ Marketing

Auburn University Montgomery

May 2004 to December 2007

MILITARY SERVICE

Service Country: United States

Branch: Air National Guard

Rank: E-3

Information Management Specialist

September 2008 to January 2011

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