Customer Service Manager

LAWANDA KONATE

P.O. BOX Richmond, Virginia *****

Ph: 804=971-7750

*************@*****.***

Summary

Dependable and dedicated work with 15+ years of managerial experience. My background extends beyond customer service and sales to professional maintenance of employees, records, and reports. I have a keen focus on improving revenue and ensuring projects are completed efficiently and accurately.

Areas of Expertise

Management Record Keeping

Quality Control Analysis Billing Management

Loss Prevention Collections

Payroll/Timekeeping. Creating/Analyzing reports

Banking Regulations. Fraud Detection

Experience

Collection Officer May 2015 Present

Bill Gosling Richmond, VA

Responsible for analyzing and performing loss mitigation of credit card

delinquent accounts

Leverage internal partners to assist members with creating solutions that

best fit their needs

Utilize standard scripts and procedures when handling inbound and outbound calls to ensure the highest level of professionalism.

Negotiate payment arrangements

Assistant Manager Jun 2014 Oct 2014

AAAA Self Storage and Moving Richmond, Virginia

Control the receptionist area, including greeting visitors and responding to

telephone and in-person requests for information.

Handled all media and public relations inquiries.

Maintain the front desk and reception area in a neat and organized fashion.

Served as central point of contact for all outside vendors needing to gain

access to the building.

Supply key cards and building access to employees and visitors.

Handled all incoming and outgoing correspondence via mail, phone, or fax as needed

Managed working relationships with co-tenants and building management.

Managed daily office operations and maintenance of equipment.

Created weekly and monthly reports and presentations.

Designed electronic file systems and maintained electronic and paper files.

Manager Aug 2000 Sep 2013

Lens Lab Express Bronx, New York

Cooperated with Medicare, Medicaid, and private insurance providers to

resolve billing issues.

Received and distributed faxes and mail in a timely manner.

Properly routed agreements, contracts and invoices through the signature

process.

Posted open positions on company and social media websites.

Facilitated hiring, training, and terminations

Reduced and controlled expenses by 60% in one year through restructure of

business line.

Developed department's first incentive performance plan which motivated

staff and resulted in a 40% increase in sales.l

Initiated program that standardized employee training and led to increase in

customer satisfaction by 30%.

Coach and mentored staff to ensure smooth adoption of new programs.

Launched monthly meetings to ensure customer service and staff relations stay

at a professional level.

Education

Adlai E. Stevenson

Bronx N.Y.

B.S. Criminal Justice (In Progress)

Richmond VA

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