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Customer Service Manager

Dallas, Texas, United States
January 16, 2017

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*/****-******* ******** *******, Dex Media, Grapevine, TX

Worked with client to fully understand client’s business strategy and advertising specific value metrics.

Hands on optimization of SEM and SEO program

Facilitates issue resolution on behalf of client

Adjust keywords for SEM products as well as SEO campaigns to drive the optimal results for the client

Google AdWords certified

Manage client’s marketing portfolios

Review billing inquiries/escalations

Managed over 250 accounts

10/2015-4/2016 Citi Client First Collector, Citi Bank, Irving, TX

Negotiate payment plans to resolve delinquencies with cardholders

Help a client avoid credit damage/bankruptcy

Educate clients on how to rebuild their credit and maintain a healthy credit score

Compete with coworkers on payments collected

Use sales tactics to convince customers to set up recurring payments

1/2014 –10/2015 Marketing Associate, Houston Rockets, Houston, TX

Organize and coordinate logistics for various NBA promotional events (Road Jams, Games, Corporate Sponsor Events, Player Community Appearances)

Facilitate player and fan interaction at Memorial Hermann Sky Court during home games.

Promote and extend Houston Rockets branding within the community

Manage operations and officiating for the annual Blacktop Battle

Raised the most fundraiser money for Rockets nonprofit Give Back

Organize Community inventory for charity

Help coordinate community events with different organizations (that include player appearances)

7/2013 –10/2014 Marketing Liason, Ronin Art House, Houston, TX

Developing marketing strategy to brand a new business

Strategic resourcing to build clientele within the Greater Houston and Dallas Metroplex areas

Organizing social events to promote the talents and exhibits of artists

Managing all branding profiles designed for targeted demographics

Manage all social media platform for company (Facebook, Instagram, Twitter)

Worked with Adobe Photoshop and Lightroom to edit photography pictures

7/2011-8/2013 Customer Relations Specialist, Nationstar Mortgage, Lewisville, TX

Generated professional and in-depth responses to customer complaints received from such sources as the Better Business Bureau, State and Federal governmental offices

Assisted borrowers and authorized third parties with questions and request related to mortgage origination, closing, general servicing, and processing

Assisted borrowers with information modifications on application, general inquiries, and status

Assisted with escrow inquiries, shortages in escrow, payments towards insurance and taxes

Submitted research requests and completed research on any account related issues.

Provided quality assurance by making sure call script was followed accordingly

Provided exceptional customer service by assisting borrowers and defusing escalations

Processed payments for customers. Researched missing payments and documents

Data entry using Microsoft Excel and Microsoft word


12/2009 Marketing, University of North Texas GPA: Cumulative 3.1 Major 3.4 Denton, TX

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