Customer Service Sales

Jelani Ethington, MSA

**** ****** ** - **** ********** Township, MI 48324

****@*****.*** - 734-***-****

WORK EXPERIENCE

Work Oppurtunity Tax Credit Technician

STATE OF MICHIGAN/ UNEMPLOYMENT INSURANCE AGENCY - Detroit, MI - October 2013 to

Present

Responsibilities

Review applications submitted by employers for the Work Opportunity Tax Credit Program (WOTC).

Gather documentation related to target group membership (Foodstamp, unemployment, ex-convict)

Make determinations regarding the approval or denial of the WOTC to employers for hiring employees who

were members of a target group and issue the determinations to employers

Data enter the applicant, employer, target group and determination into the computer

Accomplishments

Shored up the backlog of over 80,000 2012 applications within three months October-December (2013)

M.A.P.S TECHNICIAN

STATE OF MICHIGAN/ MICHIGAN AUTOMATED PRESCRIPTION SYSTEM - Lansing, MI - October

2012 to September 2013

Review requests from law enforcement professionals and health practitioners for access to the state’s online

prescription system and approve or deny requests based on legal and regulatory guidelines and basis for the

request; grant access to patient information for law enforcement agencies to assist with criminal investigations

as warranted.

Counsel pharmacies and practitioners about controlled substance compliance issues and assist with legal

compliance; address inquiries from the public about MAPS and interpret state and federal public health codes.

Build and maintain relationships between the agency and local, state and federal law enforcement and UAW

representatives by communicating agency information and reports and granting access to the program.

Compile data and review monthly reports for prescribers and dispensers and identify trends in drug diversion

and aid law enforcement officials.

DEPARTMENTAL TECHNICIAN

STATE OF MICHIGAN/ADVOCACY PROGRAM - Detroit, MI - March 2011 to September 2012

Determined displaced worker and employer eligibility to receive legal advocate assistance from the state at no

cost to participants; facilitated relationships between unemployed community members and legal advocates

to appeal claims that are denied; arrange for employers and individuals to consult legal advocates and review/

process payments by the state to advocates who consult with clients.

Interpreted guidelines, policies and laws regulating the program operations and advised agency personnel,

legislators and the public about the claims process and how to receive legal advocate representation.

Reviewed advocate billing requests for payment for any errors and verification of completed work.

UNEMPLOYMENT INSURANCE EXAMINER

STATE OF MICHIGAN/ Unemployment Insurance Agency - February 2009 to March 2011

Processed new, reopened, and continued unemployment claims, appeals and protests and determined

eligibility of claimant unemployment benefits.

Led bi-weekly process improvement meetings with other examiners to discuss customer and union relation

initiatives.

Prepared weekly reports about clients whose claims were under review and entered statistical data in Excel

spreadsheets.

Interpreted state and federal unemployment laws to inform clients about the unemployment claims process.

DRUGSTORE ASSISTANT MANAGER

WALGREENS - Troy, MI - August 2008 to February 2009

Supervised and delegated tasks to ten hourly staff members; led team in the execution of department and

store goals, promotions, and operations.

Performed store opening and closing operations – cash reports, payroll, scheduling, and cash drawer audits.

Oversaw the overall appearance of the store, product inventory, and department records management.

Addressed and resolved any customer complaints or escalating issues about pricing, exchanges, or refunds;

employed active listening techniques and verbal feedback to effectively cultivate customer trust and loyalty.

SALES CREDIT MANAGER

WELLS FARGO FINANCIAL - Novi, MI - January 2008 to July 2008

Help our customers finance autos, and refinance homes and Issued credit card products Analyzed credit to

determine how best to combine customer debts

Gave general credit analysis and options of how to repair credit

Achieved goal of 15 products per month (2 mortgages, 4 auto loans, and combination of 9 other products

Achieved $50,000 in "new money" per month

Account management

STORE MANAGER

LITTLE CAESAR'S CORPORATION - Detroit, MI - March 2007 to December 2007

Managed from 5 to 10 employees on a daily basis

Hire,Train and develop new employees

Insure excellent customer service and product quality

Responsible for daily operations of the store

Manages labor costs, food cost and cash control through daily and weekly inventory

Create weekly employee schedule

Certified Salesperson by University of Toyota for New and Pre-owned

ATLANTA TOYOTA - Atlanta, GA - August 2004 to March 2007

Exceeded monthly sales quotas of 12 cars and led the sales department in closing ratios, customer satisfaction

indexes and monthly sales of Toyota vehicles.

Generated new leads through customer referrals, cold-calling, and advertising mailers; identified secondary

finance customers that were previously overlooked by the sales team and initiated contacts that resulted in

a marked increase in sales.

EDUCATION

Master of Science in Administration

Central Michigan Universtiy - Mount Pleasant, MI

2013

BS in Political Science, Minor Business

Eastern Michigan University - Ypsilanti, MI

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