Customer Service Manager

JESSICA F. RENDER

**** ******* ******* ****, ** *0349

PHONE: 404-***-*****

EMAIL: *************@*****.***

SUMMARY OF QUALIFICATIONS

•Performance-driven, insightful, high potential professional with an exceptional capacity to multitask and manage competing priorities with ease while achieving organizational and customer objectives

•Excellent financial management of business operational expenses, daily reports and invoices to ensure growth and stability of company

•An effective team leader with experience promoting strategic customer relationship strategies while fostering a positive and productive work environment

•Outstanding communication skills with the ability to work with diverse people and markets.

PROFESSIONAL EXPERIENCE

Centralized Servicing Representative II 2/2016 to Present

Responsible for all inbound/outbound calls through using the in-contact system.

Assisted the customers with questions about their account prior to transferring them to their local branch.

Responsible for making/maintaining the paid out excel spread sheet report.

Processed all tickets entered in the servicing help desk for over 400 branches.

Processed all bankruptcy/collection/attorney remittance payments.

Charged off accounts over 180 days delinquent.

Operated the online app support chat/email system.

Sorted and distributed all mail.

Processed all repo sale of security.

Processed all deferments and loan modifications for all of the branches.

Made digital deposits in the cash pro online banking program after running/closing the daily reports.

Responsible for cutting checks for the legal department in reference to garnishments/court services.

Processed all NSF letters for branch 22/427.

Responsible for overseeing documents for mortgage lien releases prior to submitting to the legal department for clearance.

Responsible for processing all paid out loan documents/title lien releases for accounts that have been satisfied.

Entered all customer complaints in the compliance 360 system.

Manager 01/2015 to 10/2015 Sunset Finance – Stockbridge, Georgia

•Responsible for budgeting and accounting for expense control, hiring and performance reviews, facilities management, compliance and auditing, cross-sales and daily operations management.

•Increased store sales ranking from #39 out of 44 stores to #2 within a five (5) month time period by decreasing monthly delinquent accounts and increasing loan volume.

•Posted revenues by verifying and entering transactions recorded from cash and credit card transactions to ensure confidentiality of customers information and accuracy.

Assistant Manager 04/2011 – 06/2013 Sunset Finance – Jonesboro, Georgia

•Maintained harmonious customer service relations between management and customer service representatives through efficient administration and resolution of employees’ grievances.

•Assisted in helping the store maintain Top 5 ranking status out of 44 stores in sales and revenue growth using consistent and effective collection strategies.

•Performed skip traces on an average of 75 - 100 delinquent accounts daily and set up payment arrangements on 30/60/90 day delinquent reports.

•Communicated effectively with customers in non-technical terms to ensure an understanding of loan agreements in an effort to resolve issues and restore customer satisfaction with service.

Title Pawn Coordinator 06/2013 – 06/2014

Cash America-Riverdale, Georgia

•Performed credit and collateral risk analysis to ensure compliance with company’s guidelines and eligibility requirements.

•Managed entire loan process from application to closing including but not limited to explaining provisions of loan, obtaining signatures from all parties, notarizations, collection and application of payments.

•Assisted with store operations through collection of payments and assisted lenders in resolution of conflicts in a proactive and professional manner.

Site Supervisor 04/2009 to 04/2011 DSI Security Services, Inc – Smyrna, Georgia

•Conducted work in a fast-paced environment by complying with clients’ specific post instructions, which included, but were not limited to, checking employee badges, inspecting and logging information on trucks entering and leaving the facility in vendor logs

•Investigated accidents reports for compliance with safety procedures and guidelines.

•Created shift assignments and scheduling for DSI AAA Cooper Security Officers.

Asset Protection 06/2008 to 10/2008

Walmart-College Park, GA

•Monitored and operated cameras to reduce potential security risks and alarm functions to prevent theft and fraudulent activities to ensure safety of employees and customers while creating a profitable environment.

•Worked closely with Asset Protection Lead to resolve any hazards and/or compliance issues including but not limited to employees or customers incidents reports

•Assisted in coaching store employees about the principles, standards and policies related to safety and crisis prevention.

Correctional Offier II SPEC - OPS 11/2006 to 03/2008

North Carolina Correctional Institute for Women – Raleigh, North Carolina

•Maintained security within the institution and overseen the health and safety of staff and prisoners

•Physically patrolled, roved and visually inspected units, yards, buildings, prisoners, prisoners’ properties and clothing, etc. to ensure the welfare, safety and security

•Enforced all laws, rules and regulations of the Secretary of Corrections, department policies and unit orders pertaining to the operation and function of the department and response to emergencies

•Performed administrative duties, logged administered keys to employees for state vehicles and buildings within the institution.

EDUCATION

Saint Augustine College, Raleigh, North Carolina

Bachelor of Science in Criminal Justice

REFERENCES AVAILABLE UPON REQUEST

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