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Customer Service Management

Jacksonville, Florida, United States
November 14, 2017

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Retail Store Management, Business Marketing/Advertising, Online Marketing Managing, Mortgage

Banking/Default Servicing Call Center, Accounts Payable, Patient Admitting, Billing Analyst,

Childcare Development.

11359 Shovler Ct,




09/2015 to Current

05/2007 to 07/2015

09/2000 to 03/2001

04/2000 to 06/2005

CHAMPION, FL 32225 H: 904-***-**** C: 904-***-****

Marketing savvy Budgeting and Allocation ?Team management Market Research and Analysis

Conflict resolution techniques Retail inventory managementMeticulous attention to detail Accurate cash handling

Retail Store Management/Owner

Sophisticated Lady Enterprise Jacksonville, FL

Delivered excellent customer service by greeting and assisting eachcustomer.Marketing/Advertising new products ideas.Stock and restock inventory when shipments were received.Directed and supervised employees engaged in sales, inventory-takingand reconciling cash receipts. Design and implement customer satisfaction metrics.Addressed customer inquiries and resolved complaints.Opened a new store location and assisted in recruiting and training newstaff.Formulate and build the store brand. Fulfilled customer shipping needs using UPS and USPS methods.

Childcare Development

Kids Are People Too Merrillville, IN

Controlled administrative, operational, financial and logistical areas offacility.Familiarized parents with center's policies, regulations, fees andcurriculum. Offered detailed daily reports that outlined each child's activities. Maintained daily records of activities, behaviors, meals and naps.Carefully identified warning signs of emotional and developmentalproblems in children.Communicated with children's parents and guardians about dailyactivities, behaviors and problems.

Patient Admitting/ER

Baptist Hospital Jacksonville, FL

Collect Insurance information before admitting patients.Maintained all confidential insurance records.Escorted patients to examination rooms and prepared them for physicianexams.Ensured proper care for victims of domestic violence who presented tourgent care clinic.Register/Admitted expecting mother's to inpatient care.Directed patient flow during practice hours, minimizing patient waittime.

Customer Service Default Supervisor

First American/Logs Financial Jacksonville, FL

Supervised staff of 20+ employeesConducted employee audits and mentored and trained new agents.Communicated new procedural changes.Resolved escalated customers complaints and negative feedbackimmediately.Monitored the daily activities of 20+ customer support teams anddelegate task.Provided a high level of product and leadership support torepresentatives and clients.

Produce monthly statistic reports for clients.Order BPO Appraisals for investors.

Processed VA/FHA files from Attorney Acknowledgment to Sale date.Request HUD extensions.

05/1998 to 08/1999 Customer Service/Medicare Representative

Adminastar Federal Inc Indianapolis, IN

Verified Medicare benefit coverage for members and physician.Communicated benefit premium changes to members and physician.Advise patients qualification to qualify for Durable Medical Equipment.Processed billing payments.Set appointments for explanation of benefit coverage.


1989 Business

Horace Mann High Gary, IN, US

Some College: Computer Programming

ITT TECH Jacksonville, FL, US

Time Management CertificateMicrosoft Word edition 10MS WorksAccess, OutlookAdvanced user of the Fidelity Servicing Platform/MSPTerranova Telephone Monitoring SystemL.F.S.I Employee Award for 2004, 2005Five-year Milestone Award from First American

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