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Customer Service Manager

Forney, TX
$17.00 per hour
October 06, 2018

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**** ******** *****

Forney, Texas 75126


Work Experience

Collections Agent, IQOR/Capital 1 Collections, November 2017 – Current

• Process debit and check payments with 100% accuracy, totaling over $230,000

• Educate customers on all aspects of bill statement until complete understanding is attained

• Setup payment arrangements and negotiate settlements

• Make financial adjustments on customer accounts

• Direct/Transfer to appropriate departments when needed Men’s Outreach Coordinator, Tabernacle of Faith Ministries, January 2006 - Current

• Responsible for receiving deposits, handling disbursements and accounting for over $200,000 in monies and assets

• President of the Might Men of Valor Church Auxiliary, responsible for male after school mentoring and recruitment for community cleanup

• Reports daily, weekly, and monthly projects/activities directly to the Bishop Home Community Support Worker, Rehabilitation Centers, LLC Millcreek, April 2016 – November 2017

• Administered meals, daily living schedules, and hygienic needs for over 1,000 patients

• Provided light housekeeping needs and access to local resources, appointments, and shopping for patients with disabilities

• Filed appropriate reports and followed protocol for serious injuries, which provided medical professionals and managers with necessary background information and data for prevention

• Submitted detailed daily logs and contact summaries with 100% accuracy Office Manager, H&R Block, January 2014 – April 2015

• Supervised daily operations with a drive for growth, leadership and development

• Set and executed office goals resulting in over $400,000 in sales over two tax seasons, resulting in an award for outstanding client service in January 2014

• Created training curriculum and matrix to bring a team of over 25 tax advisors to a skill level that allowed them to work at some of the highest levels in the industry

• Processed payment services and reconciled accounting at the end of the business day Medical Record Custodian/Front Desk Operator, Painstop Spine Clinic, November 2010 – February 2013

• Prepared and submitted invoices for billing department medical clinic that scheduled over 33,000 unique office visits per year totaling in over $15,000,000 office visit charges

• Safeguarded patient information by ensuring strict compliance with HIPAA and other applicable laws.

• Input information into electronic medical record system and prepared consultation notes for referring physicians

• Managed multi line phones, scheduled client appointments and directed calls

• Processed patient payments for office visit services File Review Specialist, Global Financial Aid, May 2010 – October 2010

• Personally, Received and reviewed financial aid applications submitted for students of non- traditional higher education institutions totaling over $50,000,000

• Determined students’ eligibility for Title IV federal educational funding

• Awarded federal Stafford loans to eligible students and ensured funds were disbursed timely Customer Service Representative, AT&T Wireless April 2002 – September 2009

• Held multiple roles including Technical support technician, Escalations Support Specialist/Relief Manager, and Market Support Analyst

• Troubleshot highly technical telephone issues while providing top notch customer service

• Received and processed customers’ payments and established payment arrangements

• Trained new Customer Service Representatives on AT&T products, features, policies, and guidelines

• Assisted internal employees with payments, questions, and account changes to employee lines

• Proactively notified customers of outdated and expired service plans and upcoming changes

• Resolved escalated calls due to complex problems or dissatisfied customers and offered alternative solutions or issued monetary adjustments when appropriate for customer retention

• Performed in-depth feasibility analyses of implementing new products and services to new geographic markets and made professional recommendations

• Collected data regarding issues affecting large groups of customers (service outages, device issues, network problems, billing complaints) and prepared daily reports for the division manager


Crystal Alliance Music Group – Owner - 1995 - Present

• Perform audio and video equipment installations for small businesses and organizations

• Offer expert advice and training on the proper care and use of audio/video equipment

• Provide personalized recommendations regarding equipment purchases and upgrades

• Rent equipment to musical groups performing live shows and assist in setup and teardown Upbeat Music Store – Owner/Partner – 1999 - 2001

• Started and built music retail store from the ground up with one other partner

• Participated in every aspect of business ownership, including sales, marketing, inventory management, accounts payable, accounts receivable, and human resources

• Supervised staff of three employees

• Sold interest to partner in 2001 due to relocation Education

• Tougaloo College, Tougaloo, MS – coursework toward Political Science major – 1991-1994

• Harrison Central High School, Gulfport, MS – High School Diploma, (honors) – 1991 Skills and Abilities

• Over fifteen combined years’ experience in customer relations and office management

• Exceptional time management and scheduling skills developed in fast-paced environments

• Proficient data entry and word-processing skills, typing at 40 words per minute (WPM)

• Experienced with Microsoft Office products, particularly Microsoft Word and Microsoft Excel

• Highly experienced with multi-line telephone systems and professional telephone etiquette

• High Competency in cash handling, account reconciliation, and customer payment processing

Contact this candidate