Customer Service Data Entry

E R I K A G E O R G E T T E M C K I B B E N

* * * ***** ** AVALON PARKWAY, MCDONOUGH, GA 3 0253

***- ***- * ***

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

OBJECTIVE

To assist a company in achieving its mission in providing exceptional customer service and advocacy to their clients by performing any assigned duties given to me. SUMMARY OF QUALIFICATIONS

- Domestic Violence and Sexual Abuse Training

- Public Speaking/Fundraising

- Volunteer Work/Crisis Calls

- Customer Service/Administrative Assistance

- Mortgage/Bankruptcy/Foreclosure

- Call Center

- Type up to 65 wpm

- CPR qualified

- Familiar with using Excel, Power point, Word, and Outlook.

- Familiar with mailing software for FEDEX, UPS, and DHL. WORK OF EXPERIENCE

07/14 – Present Promise Place FAYETTEVILLE, GA

Lead Shelter Advocate

As a Shelter Advocate maintaining day-to-day operations for women and children who are victims of Domestic Violence by providing basic needs such as food, clothing, personal items, and transportation. Provide crisis intervention to victims of Domestic Violence. Admit and exit families to and from the shelter, completing the required paperwork. Ensure that all school age children are enroll in school, track attendance daily in Alice, and provide advocacy as needed. Supervise and interact with shelter residents and be available to handle any emergency or crisis that may occur. Maintain and record current exit dates for residents in the shelter via Alice. Maintain adequate records and documentation in resident’s case notes and in shift notes. Monthly follow up with residents once they exit shelter. Assist with transportation of residents to appointments and safe meeting place. Prepare weekly meal plan for residents as well as the weekly grocery-shopping list within budget. Provide customer service by answering Crisis calls, making return phone calls when necessary, assisting with paperwork and safety planning with individuals in Domestic Violence.

07/13 – 9/13 DIRECTV ATLANTA, GA

At-Home Technical Customer Service Care Professional Handled inbound calls from DIRECTV customers in relation to technical issues with their equipment and assisted them in troubleshooting steps. In addition, assisted DIRECTV customers with billing questions, programming add-on’s to their current packages. Also, was responsible for upselling customers to add-on the Protection Plan Premier as well as NFL Sunday Ticket. Participated in training on troubleshooting DIRECTV equipment such has cabling issues, programming remotes, activating receivers, and realigning the DIRECTV dish if necessary. Outbound calls performed to customers only if needed.

01/13 – 5/13 PROMMIS SOLUTIONS LLC ATLANTA, GA

Foreclosure Processor

Receive and process loans for pre-sale for various clients such as Chase, SunTrust, and Cenlar. Perform Sale reviews of loans prior to first publication date and final sale day. Familiar with requesting necessary funds for SOT’s and AOM’s in order for the executed documents to go to county for recording. Assist with LPS clean up as needed. Monitor teams email by providing customer service to all clients and co-workers.

09/11 – 03/12 SERCO INC FORT STEWART, GA

Installation Victim Advocate

Respond to all Domestic Violence or Sexual Assault calls via our 24-hour hotline. Assist Soldiers, Family Members, and Civilians who have been victims of Domestic Violence or Sexual Assault. Provide Civilian and Military resources for assistance in various areas of need such as financial, housing, clothing, counseling, and protection. Will accompany victims if they want to medical appointments/exams, legal/court proceedings, and investigations with CID or local police. Will contact chain of command in regards to incident involving their solider to see what actions they are required to enforce. Responsible for picking up local Police reports of any related Domestic or Sexual dispute. Drop off reports and pick up from Social Work Services. Conduct briefs to various commands and community in regards to Domestic Violence and Sexual Assault prevention. Participate in any local projects to make aware of Domestic Violence and Sexual Assault in the Military such as Chili Cook Off and Golf Scramble. Occasionally would fill in as front desk assistance to for Information and Referral.

03/09 -09/11 PROMMIS SOLUTIONS LLC ATLANTA, GA

Loss Mitigation Processor/Call Center Team Lead/Project Manager Receive and process Loan Modification request for Litton borrower’s in need of modifying their Mortgages. Review financials and other imperative documents necessary to determine if they qualify for a modification. Perform Customer Service by assisting customers with filling out documents as well as calling them and going over their new approved terms by Litton for a Loan Modification. Worked as Project coordinator for special projects for Litton by assisting with making sure all letters sent to customers on time as well as performed audit checks on accounts to see if they needed to be close or worked on immediately. Also, was in charge of implementing training and develop for any new processor, call center team member and help develop Standard Operating Procedure for processing loans. Also, perform other clerical duties such as assisting others on my team if they need help with other crucial work in which I became efficient in using FMS, BMS, LPS and other required applications. Also in charge of the Call Center, that consisted of eight agents, assisting customers with general questions in regards to Bankruptcy, HAMP program and other issues dealing with their mortgage. 11/07 - 4/08 PITNEY BOWES MANAGEMENT SOLUTIONS Atlanta, GA

Customer Service Lead - Floater

Have experience in regards to working within a Mailroom environment in both College and Business Settings. Some functions performed while working in the mailroom are sorting, distributing, shipping, receiving, performing copy jobs, mailing, and some cashiering. Also, have experience using Pitney Bowes mailing machine, and shipping software for DHL, UPS, and FEDEX via the internet. Also, have experience in Print area performing small and big copy jobs, binding and laminating as well as faxing. Provided customer service while filling in for the receptionist as well as performing mail services. Worked as a Customer Service Team Lead in which I ran a mailroom alone as well with other co-workers. Distributed mail to the correct departments within the company as well as performed end of the day reports. Also provided light data entry for customers.

12/06 - 10/07 PITNEY BOWES GOVERNMENT SOLUTIONS Atlanta, GA

Material Handler/Quality Control

Received, inventoried, and organized all incoming mail as well as outgoing mail on a daily basis for United States Post Office via corresponding zip codes. Provided Data Entry and Customers Service for the United States Post Office. Have experience sorting both letter and flat trays in correct zip code bins. Provided back-up assistance for the loading department, which included helping them unload mail and loading the mail trucks with the day's outgoing mail for USPS. Inspected incoming and outgoing mail for sorting errors, Dead Mail on Arrival or Late Arrival Mail for the United States Post Office. Had limited experience with working a belt and rewrapping mail for outgoing services.

12/04 - 09/06 HAVEN HOUSE McDonough, GA

Case Worker/House Staff

Managed all shelter Residents cases by assisting them in finding employment, getting legal advice, housing and medical issues. Performed customer service by answering phones, assisting with paper work when necessary and handled Crisis calls from individuals in Domestic Violence situations needing shelter or advice. Provided assistance for all incoming clients seeking any money services with rent, medications, food, and other necessary items. Acted as Interim Shelter Director for six weeks while former director was on Maternity Leave. Worked as House Staff at shelter overseeing Adults and Kids who lived there. EDUCATION

North Clayton High School - College Park, Georgia - Graduated in 1994. Mercer University-Criminal Justice Major - Graduated in 2005 with BSSS. Colorado Technical University – Criminal Justice Major – Graduated in 2013 with MS.

Capella University – Mental Health Counseling – Currently working on MS. EXTRACURRICULAR ACTIVITIES AND AWARDS

Nominated for the Junior Sailor of the Quarter; received three letters of appreciation from Commanding Officer of Naval Air Station, Brunswick; awarded Two Good Conduct ribbons and Two National Defense Ribbon.

Volunteer of the year with Southern Crescent Sexual Assault Center via United Way 2006.

Was a member of the Georgia National Guard serving as a Military Police in Iraq for Operation Iraqi Freedom.

Graduate of both Citizen Police Academy 2005 and Citizen Fire Academy 2008 in Riverdale, Georgia.

Volunteered with Southern Crescent Sexual Assault Center, PADV, BB&T, and Haven House.

Was one of 18 Georgia Fellows chosen in the State of Georgia to assist with the Re-election of President Obama.

Worked the BB&T Tennis Tournament as a Transportation Dispatcher- 2013 and Security - 2014.

Received Training from Georgia Coalition Against Domestic Violence for Domestic Violence: What Every Front-Line Advocate Should Know on September 2014 and Beyond Checklists: Danger Assessment and Safety Planning with Victims of Domestic Violence on September 2014. MEMBERSHIPS

MEMBER OF ALTA, VETERANS OF FOREIGN WARS, AND DISABLED AMERICAN VETERANS.

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