Customer Service Manager

MATILDA NJOKU

**** ******** *** ***** ******, GA 30097 678-***-**** *******.*****@*****.***

Professional Summary

Results-oriented Analyst with strong skills and experience in Customer Services, Banking operations and Quality control. I have very good knowledge of common QA practices/ methodologies and an excellent team player with strong customer, business and analytical skill-sets.

Core Qualifications

Outstanding Leadership and Teambuilding

Highly Adapt at Root Cause Analysis

Articulate in Oral and Written Communication

Proficient in Banking Operations

Inventory Control

Quality Control Practices

Application Proficiency

Microsoft Office 365 SharePoint 2013 Yardi Voyager

Microsoft CRM DocuSign Swift

Appfolio

Experience

Atlanta Fine Homes, Sotheby’s international Realty – Buckhead, GA 05/2017 – Present

Assistant Property Manager

•Prepare and process all rental applications in accordance to company Standards and procedures.

•Conduct background checks and other background tasks to qualify potential renters.

•Address Resident’s property maintenance concerns, while making sure Vendors are assigned and issues are addressed and completed in a timely manner.

•Processing documentations for Agents commission payments.

•Perform other task and duties assigned by the Property Manager.

American Homes 4 Rent – Norcross, GA 11/2014 – 05/2017

Administrative Assistant I – Assistant Property Manager

•Resolved tenant complaints; enforced rules of occupancy Enforce occupancy policies and procedures.

•Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

•Processing and updating data in the system for move-ins, move-outs, renewals, transfers, and daily traffic

•Handling account receivables to ensure a reduction in age receivables for meeting monthly NOI, as well reducing operating expenses for the property

•Negotiating tenant renewals to best use of policies to ensure rental increases to contribute to projected income objectives

•Addresses resident concerns and prioritizes which should be escalated to corporate for further resolve

•Consistently closed month-end under 2% delinquent

•Encouraged timely rental payments by consistently complying with distribution of late fees

•Complied and enforced rental payment policies with tenants

•Acted as buffer between residents and manager in regards to tenant relations and concerns

•Completed move-out inspections and process MORF within 5 days of resident move-out

Bisco Industries – Duluth, GA 04/2014 – 11/2014

Customer Service Representative

•Respond to telephone inquiries and complaints using standard scripts and procedures.

•Build and maintain rapport with customer.

•Review and update activities on accounts.

•Organized and accurately maintain filing system of confidential matters.

•Planning and organizing daily work schedule for sales team and marketing team.

•Assists in implementing departmental goals.

•Internet sourcing and comparing price based on product availability from manufacturers and distributors.

•Maintained office supplies inventory by checking stock to determine inventory level and placing orders for

•Supply.

•Escalating issues as required.

MATILDA NJOKU

2269 Larkspur Run Drive Duluth, GA 30097 678-***-**** *******.*****@*****.***

Experience

North Gwinnett County Tag Office– Buford, GA

07/2013– 03/2014

Tax Service Associate

•Front line operations and customer service operations.

•Vehicle Registrations and extensions.

•Vehicle renewals and processing.

•Tag renewals, transfers, replacement and issue of special tags.

•Issuing Disabled tags and placards.

•Processing Georgia title transaction, corrections, transfers and inheritance.

•Processing out of state titles and reissue.

C-NOTE Nig Ltd – Lagos, Nigeria

01/2006 – 03/2013

Customer Support Analyst

•Customer Services.

•Approve new accounts; establish credit lines and payment methods.

•Approves sales contracts for orders obtained.

•Manage inventory and office dry stock.

•Identifying potential clients and establishing business relations.

•Responsible for processing sales orders to clients in the hospitality industry. Approve sales invoice and delivery orders Handled guest request professionally.

•Product analysis.

•Prioritized daily workflows, quotes and sales related inquiries.

Allstates Trust Bank PLC – Lagos, Nigeria Banking Operations Specialist

•Delivered prompt, accurate and excellent customer service.

•Approved new customer accounts, including checking, savings and lines of credit.

•Quality control of Document and Generation of reports.

•Bank account reconciliations.

•Business analysis.

•Risk management.

•Loan applications evaluation.

•Examined checks for identification, endorsement and authentication.

•Balanced daily cash deposits and bank vault inventory with a zero error rate.

•Trained new employees on banking operations.

•Adhered to company security and control procedures.

•Reported daily overages and shortages to the operations control department.

•Maintained confidentiality of bank records and client information.

•Fraud prevention.

Education

10/1995 – 11/2005

University of Ibadan Nigeria

English

Bachelors of Education

1993

University of Calaber Nigeria

Management P.G.D.

2008

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