Customer Service Manager

Chrishanda Banks

Customer Care Specialist

Chicago, IL

************@*****.*** - 773-***-****

WORK EXPERIENCE

Customer Care Specialist

Verizon Wireless - Elgin, IL - 2013 to 2013

Used multi-tasking and tech-savvy skills to resolve challenging customer issues including device-related

troubleshooting, billing, service inquiries and more

• Answered a high volume of customer calls

Customer Support Advisor (CSA)

JP Morgan Chase - Elgin, IL - 2009 to 2011

Responsible for collecting on past due, unsecured, credit cards

• Made contact by telephone and built a relationship with the customer to evaluate their individual situation to

help them find the right solution for their account

Vocation Specialist

Avenues to Independence - Park Ridge, IL - 2007 to 2009

Instructed and supervised persons' social and personal maintenance skills

• Maintained accurate, timely documentation in production and habilitation areas

• Provided persons served counseling and crises intervention

• Developed, implemented and monitored objectives for all designated persons served

• Provided information to parents and other parties while maintaining company's standards of confidentiality

• Increased employment rate by 12%, from 72% to 84%

• Maintained thorough and well documented reports that were used in training classes of new vocation

specialists, taught by managing directors

• Led a cross functional team to implement a more robust behavior plan. New behavior plan has reduced the

frequency of behavioral incidents

• Provided special education procedural and technical support to 11 school teams in reference to the

assessment, identification, placement, and program review of student receiving special education services

and support

• Designed and implemented Individual Evaluation Plans for developmental disabled students

• Initiated, planned, and coordinated programs such as a support group for parents of students with learning

disabilities and attention-deficient disorder

• Revised assessments for initial and reevaluation referrals

• Provided a highly structured academic environment using a variety of behavior management techniques

Sales Associate

MACY'S - 2006 to 2007

Maintained customer service and selling as the priority

• Provided friendly and professional interactions with guests

• Ensured that each customer received outstanding service by providing a friendly environment, which included

greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and

all other aspects of customer service

• Received numerous letters of appreciation from customers and management

• Achieved weekly cash bonuses for opening Macy's in house store credit cards, averaging 6 new accounts

per week

Life Sills Instructor

Ray Graham Association - Downers Grove, IL - 2006 to 2007

Developed and facilitated curriculum and activities that promoted skill development and personal growth

opportunities for people with disabilities

• Supervised Direct Support Professionals in the classroom

• Completed necessary documentation

• Utilized positive management skills to solve staff issues

• Demonstrated strong organizational and supervisory skills

• Coordinated educational and recreational activities for clients that were used weekly by fellow life skills

instructors

• Provided staff with the necessary skills and training to run weekly curriculum and activities

Children's Case Manager

Neapolitan Lighthouse Domestic Violence Shelter - Chicago, IL - 2004 to 2005

Ensured security and safety, carried out shelter guidelines and schedules, handled crisis situations, educated

children and answered the crisis line

• Organized and participated in weekly meetings with adult case mangers

• Served as an intake worker, providing information and referrals

• Maintained a caseload of 14-25 adolescents and children providing full range of crisis intervention, individual

group and family therapy and case management

EDUCATION

Bachelor of Arts in Social Work / Human Services

LEWIS UNIVERSITY - Romeoville, IL

ADDITIONAL INFORMATION

TECHNICAL SKILLS

• Proficient in Microsoft Office Products

• Very accurate word processing (45+wpm)

• Experienced in editing and proofreading lengthy documents with focus on word definitions, spelling, sentence

structure, syntax, and grammar

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