Customer Service Manager
Resume:
Leeann M. Marshall
l ************@*****.***
Profile
Skillful and dedicated professional with over 15 years of experience in planning, management and support of daily operational and administrative functions. A seasoned change manager who is creative, resourceful, and flexible; adaptable to changing priorities while maintaining positive energy. Experienced in managing difficult conversations and adverse customer situations with tack and ease. Proven track record of leading and directing project teams to meet regulatory/legal requirements & operational objectives. A cknowledged for unwavering commitment to providing exceptional customer service.
Diverse Cross Functional Experience & Community Involvement Transactional Experience Relationship Builder Volunteer at Hospice Tenacious Achiever Negotiating & Consulting Experience Supports the B attered Women Shelter Problem Solver Strategy to Operations Project
Management
Committee Member for “Race for the
Cure”
Education and Certification
BS, Labor Economics, U niversity of Akron (Akron, Ohio) Notary Public, Paralegal Certification
Professional Experience
BOTNICK REALTY COMPANY (Akron, Ohio)
Project Manager, AR 2015-2018
● Responsible for managing a portfolio of 17 properties in 3 states, many multi-units (largest 404 units)
● Overseeing multiple complex projects ensuring regulatory requirements for HUD/DESCI are met/maintained
● Extensive knowledge and application of Landlord-Tenant Law
● Working with internal teams and the controller to create financial reports, audits, adjustments, write offs, etc.
● Extensive client and customer facing experience, as well as vendor management
● Owner is liquidating assets in preparation for retirement MATCO TOOLS (Stow, Ohio)
Project Coordinator, Bankruptcy 2011 – 2014
● Responsible for managing a large portfolio of bankruptcy matters across US, Canada and Puerto Rico (extensive knowledge of chapter 7, 11, 12 and 13)
● Negotiated upwards of $150k monthly in recovery via repossessions, reaffirmation agreements, voluntary payments, and payment plans to suit the needs of both customer and business
● Recovered monthly average between $50-60k in collateral (highest month was $96k)
● Developed a tracking plan and roadmap to maintain files and revenue recovered monthly/annually
● Drafted and implemented new SOP for bankruptcy to ensure compliance with FDPA/Federal Bankruptcy Law both US Law and Canadian Law
● Tracked and managed all aspects of the process from discovery to logistics of repossession recovery for distributors
Leeann M. Marshall
BERRY COMPANY (Hudson, Ohio)
Manager, Collections 2009 – 2011
● Met and exceeded collection goals nearly every month while managing receivables for 1600+ accounts over several districts
● Participated in monthly conference calls with executive leadership to discuss accounts and path forward
● Responsible to access and select accounts to outsource or send to legal at the end of every month
● Researched cash application problems to have corrected when customers provided information showing an outstanding invoice had previously been paid, implemented right first time processes to prevent similar situations from occurring
● Company relocated out of state, lost job
RODERICK LINTON BELFANCE LLP/KATHRYN BELFANCE (Akron, Ohio) Paralegal, Bankruptcy and Collections 2008 – 2009
● Provided full paralegal support to busy attorney who practiced civil, domestic, bankruptcy, and collection law
● Responsible for Drafting, filing and e-filing of various legal documents with little oversight
● Collaborated with internal and external customers, police departments and court personnel in a professional, detail oriented and efficient way
● Duties included: Transcribed dictation, crafted and maintained client and legal files, maintained calendar and schedule, responsible for travel arrangements, all with little oversight required
● Responsible for maintaining accurate records both IOLTA and GWA
● Independently conducted statute, case law, and regulation research NATIONAL CITY BANK (Columbus, Ohio)
Team Leader, Customer Service 2007 – 2008
● Supervised, monitored, and managed a team of 5 Bank Tellers; trained staff on best practices for customer service and educated employees on new bank products and services
● Performed banking office audits and enforced security policy compliance
● Responsible for recommendations to improve operational efficiency and stronger internal controls
● Developed and successfully implemented a comprehensive sales strategy for banking operations; identified strategies to generate awareness for key banking products including personal loans, checking accounts, mortgages, and investments
● Responsible for entire human capital process of team; from conducting employee interviews, selecting the right candidates, training of new hire employees- technical education and real time application, administration of employee evaluations and bonuses
● Peer to peer coaching and opportunity identification
● Promotion of a positive team environment to ensure the ultimate customer experience WILES, BOYLE, BURKHOLDER & BRINGARDNER CO LPA (Columbus, Ohio) Paralegal, Foreclosure 2004 - 2007
● Responsible for daily client contact, processing foreclosure referrals, drafting pleadings, attending Sheriff Sales on behalf of the Plaintiff
● Managed and responsible for accounts receivable and accounts payable
● Organized files to ensure relevancy, confidentiality and accuracy; typed out memorandums as needed
● Dictation in preparation for any/all correspondence to courts, opposing council and or clients
● Managed logistics of lockouts and securing of personal property off-site with contracted movers Leeann M. Marshall
● Responsible for maintaining accurate records with IOLTA and GWA
● Worked for the Law Offices of Robert E Lee until his passing, was transferred/maintained as an employee to the above law firm which was the Successor to the Law Offices of Robert E Lee to close out remaining cases
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