Customer Service Manager

professional summary

skills

references

work history

LATONYA S. FRANKLIN

***** ***** *******, ******* *******, MD 21837 (H) 443-***-**** (C) 4pp **********@*****.***

Skilled office Administration Manager offering over 20 years' progressive experience. Self-directed and proactive with demonstrated track record of success. Exhibits excellent organizational and time management skills.

Accurate and detailed

Accounting familiarity

Multi-line phone proficiency

Spreadsheet management

Critical thinker

Professional phone etiquette

Team building

Administrative support specialist

Customer service-oriented

Works well under pressure

Proficient in MS Office

Customer service-focused

Conflict resolution

Project management

Extremely organized

Meeting deadlines

Superb time management skills

Organized

Dependable

Organized

Analytical

Goal-oriented

References Upon Request

Jan 2016 - Current

Salisbury, MD

Housekeeping Manager

Sleep Inn

Supervise housekeepers in their duties and ensure that they perform as prescribed by Choice Hotels

prepare daily work schedules

Fosters a team spirit

Order and maintain adequate supplies for breakfast area Receive and act on complaints from hotel guest

Make recommendations about improvements

Complete Choice franchise training

Jan 2014 - Jan 2015

Salisbury, MD

Administrative Assistant

Credit Plus, Inc

Electronically route faxes to ensure mortgage loans are processed in a timely manner; Review highly sensitive information wit h confidentially Manage a Tenant Screening program utilizing TAZ software; Review credit, criminal and eviction national reports to provide clients with accurate data used to approve tenant rental applications.

Screened all visitors and directed them to the correct employee or office. Answered and managed incoming and outgoing calls while recording accurate messages. Greeted numerous visitors, including VIPs, vendors and interview candidates. Opened and properly distributed incoming mail.

Inspector Jan 2012 - Sep 2015

education

Wyndam Resorts Fenwick, DE

Inspect owner units to record deficiencies and cleanliness of real estate properties. Served as corporate liaison between the rental gust and management office. Sep 2006 - Jan 2014

Salisbury, MD

Administrative /Operations Coordinator

Tri-County Council

Assist Workforce Director in managing financial and accounting functions for Workforce Investment Act (WIA) $200,000 training budget

Updated agency website

Served as corporate liaison between the finance, IT and marketing departments. Created detailed expense reports and requests for program graphs Processed training client rebate reconciliation, reporting and check requests. Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.

Obtained signatures for financial documents and internal and external invoices. Ordered and distributed office supplies while adhering to a fixed office budget Mar 2004 - Sep 2006

Salisbury, MD

Assistant Property Manager

Pemberton Manor Apartments

Show prospective tenants rental units, answering questions and promoting the property Accurately maintain resident files as prescribed by law and regulations Perform all necessary functions to facilitate Tenant "Move In" and " Move Out" procedures Completed HUD, Tax Credit and Rural Development certifications Perform Inspections and replenish inventory where necessary Draft memos and/or made phone calls to Tenant's related to lease issues Accepted rental payments, posted rental payments and managed a petty cash drawer. Answered and managed incoming and outgoing calls while recording accurate messages. Jan 2002 - Jan 2004

Salisbury, MD

Unemployment Insurance Representative

DLLR

Process Maryland Unemployment Insurance claim

Maintain a working knowledge of State laws to service claimants and meet call center performance expectations.

Answered and managed incoming and outgoing calls while recording accurate messages. Jan 1989 - Jul 2002

New Castle, DE

Collection Manager

Household Retail Services

Manage Bankruptcy and Skiptrace staff to ensue departmental goal are. Met monthly Collected on delinquent accounts

Traveled to bankruptcy vendors to audit chapter 7 & 13 paper Maintained knowledge of company policies; communicate policies and administer employee performance evaluations.

Trained and directed new hires during department orientations. Bachelor of Arts:

Studied at Goldey Beacom College

Coursework in Business Administration, Communications and Accounting

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