James F Cason

*** *** **. *** *

Atlanta, GA ****8

404-***-****

acxtfs@r.postjobfree.com

Dear Hiring Manager:

I am delighted to see that your company is presently recruiting for a Customer Service position. I have been looking for such an opening, and firmly believe that my background and experience would make me a perfect fit for your vacancy.

With over 25 years of proven experience in a Customer Service environment dealing with customer inquiries, requests for service, and resolving problems, there is little doubt I am the man for your job. I am very experienced with both in person and phone customer contact. I am a well-organized and self-disciplined individual with the ability to prioritize task based on importance and deadlines. In addition, I have proven up-selling skills plus a long history of bringing successful resolutions to customer complains.

I have an empathetic, yet assertive manner, and possess excellent one to one communication skills. Furthermore, I possess the right balance of being friendly and approachable, while being able to make those hard decisions to keep things moving under pressure.

I see your vacancy as an opportunity to work for a company that prides itself on customer satisfaction, staff development, and provides its employees with a supportive working environment.

I would like to address my short employment at Peak Health Solutions. On 12/28/2015 50% of the call center staff was laid off. In mid-February, the remaining personal were given notice the call center was moving to Peak’s Tampa Fl. location.

Should you require any additional information please call me at 404-***-****. I will return your call promptly. I look forward to hearing from you as the recruitment process progresses.

Sincerely,

James Fred Cason, Jr.

James Fred Cason, Jr.

882 Fox St. Apt 1, Atlanta, GA 30318

404-***-**** Email: acxtfs@r.postjobfree.com

Proven Success in Customer Service for over Twenty Years. Experienced with Call

Center Protocols and In-Person Customer Contact. Highly Skilled in providing Senior Citizens with Trustworthy and Patience Customer Service.

CAREER HIGHLIGHTS

#1 Loan Officer companywide in sales volume at Gibraltar Money Center, Inc.

Volume winner in Sales Finance category for Southeast Division of Security Pacific

Completed Security Pacific’s Branch Manager Training program in 17 months

Completed Gibraltar Money Center’s Underwriter training program in 6 months

Authored home improvement guidelines for Money Center, Inc.

Passed all annual audit

SKILLS AND EXPERIENCE SUMMARY

Call Center Experienced Highly Skilled with Computers

Excellent Customer Service by Phone Proven Office Manager

Super with Customers in Person Problem Analysis and Solutions

Great with Senior Citizens Detail Oriented

General Customer Relations Team Player

PROFESSIONAL EXPERIENCE

We Fix It Right Computers, Atlanta, GA 06/99 to ongoing

Owner/Technician

Reloaded Microsoft Operating Systems 98 second edition, XP, NT, Windows 7, 8, 8.1, and 10

Performed internet malware clean out, OS upgrades, virus removal, hardware repairs and upgrades

Operated a Windows Help Desk and Remote Access servicing XP, Windows 7, 8, 8.1, and 10

Currently specializing in trouble shoot Windows 10 problems including driver issues

Driver updates, troubleshooting general windows setting issues, WI-FI issues and internet problems

Business generated by online classified ads and outbound calls made to purchased leads

Peak Health Solutions, Inc. Atlanta, GA 09/15 to 12/15 Call Center Agent

Handled incoming and outbound calls

Primary focus was setting up appointments for Medicare Advantage Plans members for in-home Health and Wellness

Evaluations

Other duties included handling cancelations, rescheduling appointment as well as answering any questions from insurance plan members

Leads for outbound calls came from a qualified members list which the Medicare Advantage Plan Insurance companies provided. The daily goal for an Agent was to make 100 outbound calls and set up a minimum 10 in-home Health and Wellness Exams. Inbound calls agent averaged 20 to 25 per agent

Health Care Sales Agent, Douglasville, GA

Independent Business Owner through Ameriplan 05/13 to 03/14

Sold various medical and dental discount programs

Leads were generated by online classified websites such as Craig’s List which resulted in inbound calls. Outbound calls were generated by purchasing leads. These medical and dental discount programs rivaled low end health and dental insurance policies. This job was basically a one man call center. Outbound calls in an 8-hour shift averaged 80. Inbound calls averaged 20 to 30 daily.

GED Private Math Tutor, Wrightsville, GA

Private Teacher 11/06 to 05/13

Tutored GED students in all areas of required math

Other Related Professional Experience

Contract Mortgage Underwriter, St. Louis MO, Waycross, GA

Underwriter-Appraisal Reviewer-Mortgage Professional 02/92 to 05/06

Worked mortgage processing center and servicing center overload projects-underwriting, pre-underwriting, post close audit, appraisal review, collections, document collection

Acquired FNMA Certification through PMI companies/ Due diligence audits for bulk purchases or Agency Sales

Primary client was Citibank Mortgage in St. Louis MO

Handled all inbound and outbound calls

Worked full time in St. Louis and part-time in Waycross

The Citibank Mortgage processing center is setup like a call center. Its #2 priority is to field incoming calls and make outbound calls to customers presently in the processing loop. Outbound calls are made to request documentation, make counter offers on mortgage rates, loan structure, and to return customer’s general inquiry calls. On the average a contract underwriter fields least 50 inbound calls and makes 30 outbound calls a day.

Money Center Inc. Pineville NC

Assistant Vice President 01/90 to 02/92

Managed Fleet Finance Correspond (Master Broker) Lending Program. Underwrote all loans and reviewed all appraisals

Responsible for the setup and approval of appraisers, brokers and closing attorneys.

Marketed broker referrals sources

Handled all inbound and outbound customer service calls

Appraisal America, Atlanta, GA

Staff Appraiser 06/88 to 12/89

Handled field work, report preparation, comp selection, and appraisal reviews for residential appraisals

Assisted with field work and comp selection on commercial and land appraisals

Preformed re-inspections for the release of escrowed funds

CRA Candidate

Gibraltar Money Center, Atlanta, GA

Broker Coordinator, Underwriter/Office Manager 01/86 to 06/88

Marketed broker and retail referral sources

Collected documents and investigated them as needed

Underwrote all loans and approved attorneys and appraisers

Approved loans up to 150k and 90% LTV and referred loans larger to Home Office

Handled accounts payable, file shipping, and all check signing

Supervised staff of 4 processors and 12 loan officers

Security Pacific Finance Corp. Waycross, GA, Atlanta, GA, Tallahassee, FL

Account Rep., Asst. Manager, Branch Manager 03/82 to 01/86

Interviewed loan applicants and investigated income and credit

Did income and credit investigations

Handled incoming and outgoing calls from customers

Closed consumer and 2nd mortgage loans

Handled delinquency control, expense control, accounts payable and budget planning

Approved consumer and mortgage loans within limits of 3500 consumers and 35k mortgages

Referred loans above my limits to the Regional Director or Division

Received intensive ECOA compliance training

Education

Middle Georgia Technical College Customer Service Representative

and Microsoft Office 2010 (GPA-4.0) 05/12-08/12 Valdosta State College-Major Business Administration 09/77-09/78 South Georgia College-Major Business Administration 09/79-03/80 Okefenokee Technical College-Microcomputer Specialist 09/97-06/99

Ware County Senior High School- (GPA 4.0) 09/72-05/77

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