Customer Service Manager
Resume:
Simone H Jackson
South Euclid, OH 44121
*********@*****.***
Career Summary
Administrative professional with proven success in overseeing multiple daily functions.. Proven ability to manage and facilitate work flow. Strengths include being highly organized, punctual; training staff, anticipating staff needs, ease work flow and problem resolutions. Demonstrate initiative in achieving departmental goals, deadlines, and successful in building relationships.
Experience
US Bank, Bedford Heights/Robert Half Staffing, OH 44137, September 2014- Present
File Clerk/Mail Clerk
Full Time
40 hours per week
Identify and resolve complex problems and interpret data in reference to the established and maintenance of files and records
Prepare files/loan for the imaging process
Indexes scanned records, and analyzes them for clarity and accuracy
Implements the process of scanning mortgage loans and transfers
Determine the correct settings to ensure quality of each document
Analyze scanned documents for clarity and accuracy
Perform document imaging and conversion tasks in accordance with federal, state, and departmental quality control standards and procedures; ensures proper documents; removes non-essential materials; prepare and organize documents to conform to quality control standards, office procedures and system processes
Collect, organize and prioritize information according to the established file plan
Demonstrating reading, writing and mathematical skills
Customer service/relations skills
Proficient in Microsoft Office applications
Research collateral files and research client inquiries using exception reports
Retrieve files and or collateral files according to subject matter
Add new material to file records
File documents and or files in file cabinets according to classification and identification information
Track materials removed from files in order to ensure that borrowed files are returned
Perform searches for missing items, including those items that are missing files or incorrectly charged out to another user
Responding to requests for information and locate items and furnished them to the requester
Prepare outgoing mail and boxes for sealing, metering, bundling
Receives, sorts, and routes packages and or mail to personnel throughout agency
Maintain files and records in accordance with the agency policies/procedures
Receives and reviews incoming mail, directives, orders and bulletins. Establishes suspense dates and follows up on timely responses being prepared from the office.
Receives visitors and answers telephone calls. Identifies party visiting/calling and nature of business inquiry and provides information readily available from correspondence, reports, files, or personal knowledge of the operation of the organization.
Performs general clerical duties in support of the organization's mission and use office equipment and software to prepare reports, correspondence, recorded verbal instructions and other materials from notes.
Horizons Cleveland Job Corps/Department of Labor, Cleveland, OH, May 2012- January 2013
Human Resource Trainer Coordinator
Full Time
40 hours per week
Processed employment activities, including recruitment, testing, reference checking and related employment matters.
Processed, prepared and maintained the procedures for new hires, transfers, separations, salary changes and other personnel practices.
Administered employee benefits such as life, health, long-term and short -term disability, tuition reimbursement and retirement plan for the employees.
Maintained accurate database of all PRH training completed by all employees.
Worked with the Human Resources Manager to ensure that any training deficiencies are clearly communicated to the appropriate department manager.
Maintained adequate records on each employee as relates to employee benefits program.
Monitored all EEO, OFCCP and Corporate Policies and Procedures.
Processed employee payroll for Finance Department through the entering of employee changes and other maintenance aspects of the ADP and Ceridian systems.
Kept all personnel records in a confidential manner.
CPR & First Aid Trainer for staff
Assisted with the establishment of positive employee relations to foster a high level of performance from all employees.
Communicated laws and regulations/Interpreted legal documents.
Participated in labor negotiations and or recommend preliminary proposals, including cost implementation projections.
Consulted and advised administrators and employee representatives on personnel-related policies and procedures
Unemployment Claims and researching the claims and or other cases
Generated reports for EEO, Terminations, Vets, Benefits, Budgets, Labor Cost, Worker Comp, Training, New Hires, and 2110s.
Worked in lieu of other secretaries and clerks on an as needed basis, and helped to distribute student pay.
Ensured the facility operated at a less than five percent vacancy rate.
Analyzed/Extracted information according to deadlines.
Maintained and updated department files include SOP's, weekly reports, weekly summations, and Cost Point reports as applicable.
Ensured all equipment assigned to the departments was accounted for and maintained in good condition.
Initiated work orders and ensure that repairs were completed in a timely manner.
Worked toward meeting performance management goals.
Followed the CDSS plan and the Code of Conduct system.
Interviewed parties in disputes and or litigation which included interviews, researched, documented fact finding information, recommended appropriate resolutions, monitored each case to ensure deadlines were met and or closed.
Completed and complied with all Department of Labor guidelines, OFCCP regulations, the facility notices and bulletins, and the facility policies and procedures.
Maintained good housekeeping in all areas and complied with safety practices.
Alutiiq Cleveland Job Corps/Department of Labor, Cleveland, OH, May 2011 - May 2012
Human Resource Assistant
Full Time
40 hours per week
Preformed HR related tasks: Maintained confidently. Ensured files were secured and locked at all times. Processed leave request forms. Prepared new hire packets, including benefits. Coordinated new hire orientation and trained new hires on the electronic time sheet. Processed HR paperwork to include garnishments, FMLA, benefits, workers compensation, long and short term disability, etc. Helped with the recruiting process, ensuring managers received a sufficient number of qualified applicants for open positions. Set up interview schedules and ensured that the facility stayed within the five percent vacancy rate. Processed payroll.
Functioned as a liaison between departments and trainees: Handled incoming calls, emails, voicemail messages, and prepared information for efficient distribution and action as necessary. Kept updates on the facility notices and ensured departments responds as necessary. Reinforced proper grievance policy with walk-in employee relations requests. Interviewed parties in disputes and or litigation which included interviews, researched, documented fact finding information, recommended appropriate resolutions, monitored each case to ensure deadlines were met and or closed.
Copied, typed and filed as requested and needed: Produced clear copies of requested materials. Prepared weekly reports and other required by the Department of Labor (DOL) which included Corporate and Center, and 2110 reports. Typed SOP's plans, meeting minutes, agenda memos, reports, correspondence, newsletters, and any other item as directed. Proofread all documents to ensure they were well written, comprehensive, error-free, and of high quality. Researched special topics and projects to increase awareness and resource capacity. Maintained department files to include SOP's, weekly reports, weekly summation reports, and Cost Point reports.
Entered information into the electronic databases and kept necessary files and records: Entered information into electronic databases as required. Maintained accurate hard and electronic copy files as necessary to ensure the department meets Department of Labor (DOL), Corporate and Center expectations. Ran electronic database reports to ensure information entered is accurate.
Monitored budget control inventory and ensured the department areas were attractive, clean, safe, and in good repair: Completed PR's and check requests to include budget management and made sure that the PO's are received and filed initially, and that the items requested are received in a timely manner. Ensured that all equipment assigned to the department is properly accounted for and maintained in good condition. Initiated work orders and ensured that repairs were completed in a timely manner and that every work area, including manager's area were clean and safe at all times.
Supported the CDSS initiatives: Developed and implemented productive Work-Base Learning program which included the development of trainees employability and social skills. Explored innovative ways to incorporate human resources into the trainees academic, CTT and Leisure Time Learning.
Preformed other duties as requested by HR Manager: Scheduled and attended office meetings and sent out required reports, and ran office errands, attended trainings, and worked as a lieu of other secretaries and clerks on an as needed basis. Helped to distribute student pay, assisted with special printed projects, acted proactively, completed tasks in a timely manner, tracked and follow through on action items, exercised good judgment and problem-solving skills on the HR Manager's behalf, and other comparable duties. Served as the lead Training Coordinator for enrollment and developed rosters and negotiated logistics for monthly New Hire Training and the quarterly all-Center trainings.
Education & Training
James Ford Rhodes high school, Cleveland, OH
College Prep Program, diploma 1987
Capella University Online, Minneapolis, MN
Perusing BS in Business
Applewood Centers, Cleveland, OH
Certificate in Customer Service, October 2001
Ohio Motorist Association, Independence, OH
Training in Achieving Extraordinary Customer Relations, December 1996 - 1999
US Bank Mortgage, Bedford, OH
Certificate in Pickle Customer Service, May 2015
Certificate in Radian Fantastic Customer Service, March 2016
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