Customer Service Manager

YATIKA M. HUNT

SUMMARY OF QUALIFICATIONS

o Dynamic leader and team builder, constantly motivating others towards

success.

o Unique combination of expertise in customer service, research,

medical records review, accounting, recruiting, training and

development. Ability to influence, motivate and lead staff and

consumers through effective communication and personal interaction

skills.

o Recognized by clients, peers and supervisors as a consummate

professional with a high degree of personal integrity. Possess

outstanding communication and presentation skills. Active Listener,

critical thinker, complex problem solver while working on multiple

tasks at once and maintaining professional contact with internal and

external customers.

o Ability to type 65+ words per minute.

o Current Secret Security Clearance.

WORK HISTORY

United States Army/40+hrs (Medically Retired)

Environmental Health Technician/Preventive Medicine Specialist

08/2011-12/25/2012 Ft. Meade, MD

07/2010-08/2011 Iraq, Joint Base Balad

01/2009-07/2010 Ft. Meade, MD

o Conducted and assisted with more than 1500 preventive medicine

inspections and medical laboratory testing and procedures.

o Conducted more than 400 food inspections at military and civilian

post facilities.

o Created more than 2000 technical reports as well as specimen

collection and research.

o Ordered suspension of activities that pose threats to workers health

and safety.

o Investigated health and food accidents in order to figure out

proactive measures to negate repetitive occurrences.

o Developed and maintained hygiene programs and procedures for entire

hospital staff and military civilian population.

o Responsible for sanitation practices, laws and regulations governing

the food industry and processed products

o Supervised preventive medicine staff and events.

o Reviewed patient medical records based upon specific tasks.

o Taught and developed curriculum for more than 150 Field Sanitation

and Food Handlers Classes

o While deployed in enemy territory I was responsible for the health,

wellbeing and mission planning of 13 soldiers while a new 1SG was

being recruited for our detachment

TSYS Total Debt Management/National Attorney Network/40hrs

Client Relations Manager-HSBC/Target/Cap One/Resurgent/Merrick Bank

01/01/06-07/15/2008

o Functioned as the escalated frontline contact between NAN, NAN

clients and their assigned firms with special emphasis on RA

development based on client needs. Managed the efforts to research

and resolve client's problems with firms, and concerns regarding the

execution of client or NAN matters.

o Worked directly with four large-scale clients on meeting client

deliverables and management of firms and internal RA's adherence to

client procedural expectations along with pre determined collection

objectives. Gathered analyzed and interpreted a wide variety of data

and was the subject matter expert on a clients program in relation to

the firm based on process and procedures as well as strategic level.

o Utilized various tools, compiled information for various reports,

which included attorney performance, specific client forecasts,

program success, work quality service levels and/or reports that

track trend information or client impact.

o Developed reports, managed, organized and ran more than 288 monthly

performance meetings for the 12 attorney firms that I was responsible

for.

o Maintained a responsible timetable in the execution of daily due

diligence on firm processes, which included financial transmissions,

activity data, client financials, exceptions, financial rejects and

general legal compliance to collection standards established by first

the network and then the client.

American Kiosk Management/50+hrs

Southeast Regional Manager (MS, AL, GA, NC, SC, TN)

01/2004-12/31/05

o Ensured that premium customer service was provided to all customers

to drive sales and meet customer needs.

o Managed the control of operating and payroll expenses, cash handling

procedures, and inventory (sales and returns) levels to maximize

profitability.

o Hired, managed, trained and developed store managers to maximize the

sales and profitability potential of each store.

o Developed store personnel to build bench strength for future growth.

o Oversaw hiring, training and performance management of all store

personnel to maximize retention probability to optimize the stores

results.

o Developed and maintained effective and complete communication with

the kiosk staff; served as a liaison between the field and the

corporate office; Served as a liaison between the field and corporate

office by modeling and communicating corporate goals, vision and

image.

o Conducted weekly conference calls and monthly area meetings to

promote unity amongst the team..

Global Payments/Asst. Legal Collections Manager

8/2003-5/2004(AS400, Oracle, Microsoft Office, Avaya Supervisor)

o Maintained all pre-legal, pre-credit report files as well as

bankruptcies, levies and the terminated merchant file. Received,

processed and signed off on large balance releases and payments using

ORACLE.

o Worked on med to high level escalations dealing with merchants from

banks, lawyers, handled all internal and external escalation issues

as well as maintaining the professional relationship expected.

o Assisted Dept. Manager with Hiring Collection Analysis through temp

agencies; established and implemented office procedures for training

and motivating staff of 10 collectors, developed and implemented

departmental policies and procedures. Processed invoices and payments

as they came in and entered them into Oracle. Worked on med to high

level escalations dealing with merchants from banks, lawyers, handled

all internal and external escalation issues as well as maintaining

the professional relationship expected.

o Responsible for responding to vendor's who call and/or write

concerning issues about their invoices using AS400.Including

verifying if outstanding invoices listed on a vendor s statement have

been received; returning vendor telephone calls; responding to

written disputes by researching and documenting actions taken to

resolve these issues.

Power Direct/40+hrs

Operations Manager

10/2000-3/2003 (AS400, Microsoft Office)

o Managed operations associated with established programs and special

sale programs.

o Forecasted and met monthly and quarterly call center goals,

maintaining a staff of more than 100 capable supervisors, team leads

and sales professionals on the call center floor and keeping labor

costs in line with budget.

o Assisted in billing, accounts payable and receivable records.

Explored and clarified various payment options to resolve delinquent

accounts. Trained new employees thus enabling them to improve skills

and achieve work objectives.

o Determined staffing needs as well as conducted all final interviews.

Built, managed and maintained professionals with high standards for

sales production and best in class customer service. Responsible for

staffing requirements, creating and implementing training programs,

call distribution, contests and scheduled reports on all Call Center

Operations.

EDUCATION

CLEVELAND STATE UNIVERSITY BACHELOR OF ARTS DECEMBER 2002

SOCIOLOGY

LIBERTY UNIVERSITY MASTER OF ARTS AUGUST 2011

HUMAN SERVICES

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