Customer Service Representative

ANNETTE M. FERGUSON

**** ******* ******, #*** . *********, OH 44102 . 216-***-****

************@*****.***

PROFESSIONAL PROFILE

Dedicated Administrative Support Professional with 10+ years of providing outstanding customer relations. Adept at managing multiple projects simultaneously while maintaining composure and a sense of humor. Strong spoken and written communication skills. Familiar with MS Word, Excel, Power Point, and Internet applications; able to quickly adapt to new learning environments. Known for the ability to assist others and complete tasks in a timely manner as a committed team player.

SKILLS

Excellent communication skills with a focus on excellent customer service, Time Management, Self-motivation, Conflict Resolution, Leadership, and Adaptability.

Extensive experience with Micro soft office, Word, Excel, Power Point, as well as other office equipment, and supplies.

Multicultural Sensitivity and Awareness.

Resourceful team player who excels at building trusting relationships with customers and colleagues.

EMPLOYMENT HISTORY

DIALAMERICA MARKETING 2017 – 2017

Customer Service Representative

Customer contacts were automated, and occasionally cold calls by land lines. Processed subscription renewals for popular magazines. Submitted credit increase approvals for U.S. Bank. Activated and enrolled clients onto Account Assure Insurance for Victoria Secrets credit cards. Processed appliance warranty requests for Public Service Electric and Gas of New Jersey.

CLEVELAND HOUSING NETWORK, Cleveland OH 2014 – 2015

Intake Specialist / Utilities Counselor

Conducted face-to-face interviews with clients and determined their eligibility for the Home Energy Assistance Programs (HEAP), informed clients of their utility’s status and eligibility. Input client data by creating an accurate record of the client’s information, and enrolled them onto a Percentage Income Payment Plan, and processed Prevention, Retention and Contingency Referral Forms (PRC’s) in order to maintain and restore their utilities.

•Processed 50-75 clients per week to re-verify or enroll clients onto the Percentage Income Payment Plan (PIPP).

•Processed $93,750.00 in Prevention, Retention and Contingency Referral Forms for The Cuyahoga County Ohio Job and Family Services clients.

•Input and updated client’s household and income information in Ohio’s OCEAN database for State and auditing reference.

NATIONAL ENTERPRISE SYSTEMS, Solon, OH 2013 – 2014

Account Representative

Professional Collector for Sallie Mae Federal United Student Aid Funds Rehabilitation Program for defaulted loans.

•Enrolled clients onto the William D. Ford Federal Direct Program for Loan Rehabilitation.

•Maintained over $2.5 Million dollars of active Rehabilitation client accounts monthly.

•Assisted clients in restoring their Title IV rights, deleting negative credit ratings, and regain Deferment and Forbearance eligibility for up to 3 years.

COUNCIL FOR ECONOMIC OPPORTUNITIES OF GREATER CLEVELAND, Cleveland, OH 2008 - 2012

Home Energy Assistance Program (HEAP) Intake Worker

Conducted face-to-face interviews with clients and determined the eligibility of emergency assistance for payments to their utilities that were shut-off or in disconnection status. Input client data by creating an accurate record of the client’s information to determine the eligibility for the program’s requirements.

ANNETTE M. FERGUSON PAGE 2

•Processed 25 to 30 scheduled clients per day, with minimum pending process completions

•Enrolled clients in the Home Energy Assistance Program and Percentage Income Payment Plan (PIP and PIP Plus) that qualified for the public utility programs.

•Processed emergency Winter and Summer Crisis payments, and Ohio Fuel Funds to retains services of qualified households in Cuyahoga County.

American Recovery and Reinvestment Act, Future Routes for Entrance to Employment (ARRA-FREE) 2009 - 2011

Job Training Intake Specialist

ARRA is a law signed by President Obama also known as the Stimulus or Recovery Act of 2009, designed to create or save millions of jobs.

• Contacted and recruited 25participants for an 8 week, six sessional Job Readiness Training program designed to teach and/or enhance soft skills required to help the unemployed person regain employment.

• Compiled client data and reported the progress of the training program’s intake status and enrollment

• Directed incoming and outgoing correspondence, as well as coordinated and facilitated staff and administration meetings

HERCULES BUILDING MAINTENANCE and JANITORIAL SERVICES, Cleveland OH 2002 - 2011

Office Manager (Self-Employed)

Performed a broad spectrum of daily tasks for an industrial and residential cleaning service.

• Created new marketing strategies, resulting in an increase of contracted clients

• Processed daily correspondence, invoices, payroll, and creditor payments

• Computed and maintained the company’s legal documentation for tax and audit records

• Provided on-site supports for both clients and sub-contractors

EDUCATION

CUYAHOGA COMMUNITY COLLEGE, Cleveland, OH

Pursuing Associate of Arts Degree

Major: Non-Profit Administration

Member of the PHI THETA KAPPA Honor Society

ELECTRONICS TECHNOLOGY INSTITUTE, Cleveland, OH

Associates Degree

Major: Applied Electronic Technology

CERTIFICATES

Council for Economic Opportunities in Greater Cleveland Community Services

Anger and Conflict Management Workshop

WILLARD LEARNING CENTER, Cleveland, OH

Customer Service and Relations

CENTER FOR EMPLOYMENT TRAINING, Cleveland, OH

Printing and Computer Graphics

Highspeed Programmable Copiers

Job Preparation and Human Development

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