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Customer Service Manager

Location:
Atlanta, Georgia, United States
Posted:
February 14, 2019

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Resume:

FRANCIA R. EVANS-BALDWIN

404-***-****

ac8hs9@r.postjobfree.com

Professional Experience:

OFI Case Manager ESS1 (Cobb County)- Department of Family and Children Services-(December 2016 - Current)

oProcesses applications and renewals using appropriate criteria and policies consistently and according to established guidelines

oInterviews clients to obtain family, social, and/or medical information

oFollows HIPPA policy when recording and evaluating personal and financial data obtained from individuals

oKeys in a high volume of data using standard office hardware and software

Mortgage Assistant/ Office Manager (Alpharetta, GA) - Angel Oak Home Loans LLC. (December 2015-December 2016)

oWorked with realtors, appraisers, underwriters, title companies and anyone else necessary to get all the information needed to close the loans

oLogged information regarding closed loans for state documentation

oHandled client inquiries with exceptional customer service

oReviewed and fulfilled supply requisitions

oManaging filing system

Marketing Professional (Alpharetta, GA) - MiLEND INC. (November 2014- December 2015)

oProvided customer service while completing intake for new clients

oCollected fees for loan officers

oConducting market research and analyzing consumer rating reports/ questionnaires

oActed as a liaison between client and loan officers

oResponsible for liaising with customers in order to ensure a smooth transactions

Virtual Assistants Supervisor - West At Home (April 2012- November 2014)

oResolved Customer complaints received by the company’s virtual assistants

oArranged replacements for shipments that were not received

oAssisted customers with online ordering

oProvided documentation through worker portal

oAnswered customer inquiries via Toy’s R Us online chat

Customer Service Representative ( Kennesaw, GA) -Alorica (July 2010- June 2012)

oAssisted customers over the phone, email, and online chat to resolve their questions or concerns.

oTracked call-related information for auditing and reporting purposes

oCalmly attempted to resolve and de-escalate any customer issue

oMaintained and updated customer information as necessary

HR/Payroll Clerk (Atlanta, GA) - Reading America (June 2009 -July 2010)

oPrepared, examined and analyzed accounting records and financial statements

oResponsible for the hiring and training as necessary

oProcessing weekly payroll (ADP & Suntrust)

oEstablished tables of accounts, and assigned entries to proper accounts

Education:

DeKalb Community College, Decatur, GA

Associates in Business Administration (1984-1986)

Gordon High School, Decatur, GA (1984)



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