MANUELA WHITFIELD

*** ********** *** *********, ** 08068 609-***-**** (C) ad0bby@r.postjobfree.com Professional Summary

Customer-focused professional with more than 5 years of experience in fast-paced business environments. Acknowledged throughout my career for dispensing personalized attention, maintaining composure under fire, and managing a multitude of job tasks and challenges with skilled discretion and concern. Distinguished for willingness to shoulder extra workloads, and coordinate daily operations with limited supervision. Advanced capabilities in researching disputes, providing clear and accurate responses, and adapting appropriate communications to suit the situation. Superior administrative, analytical and problem-solving strengths are reinforced by a genuine affinity with people, and the necessary drive to enhance organizational reputation through service excellence. Key Skills

Multitasking between various system Call Center

Business Development Staff Training

Customer Service Dedicated team player

Education & Achievements

Trenton Central High Trenton, New Jersey 9/1992-6/1996 Mercer County Community College 1/2008-1/2009

ACCOMPLISHMENTS

• Increased team productivity by 25% by developing and training new team members on status reports and processing systems in support of departmental goals.

• Consistently maintained 100% achievement on quality assurance ratings and received multiple employee recognition STAR awards.

Professional Work Experience

Intermittent Technical Assistant- NJ Division of Taxation 4/2019-current

● Providing technical information and assistance by telephone to taxpayers, their representatives and/or Division staff relative to New Jersey Personal Income taxes

● Process payments on outstanding debts or taxpayer bills

● Assist with business on sales and GIT

Customer Service Rep-Freedom Mortgage-Marlton,New Jersey 11/2017-3/2019

• Greet customers warmly and ascertain problem or reason for calling

• Create leads if customer is trying to refi or take cash out on a property

• Verifying all inbound calls from customer when trying to get transfer to correct party Inbound Coordinator-American Hotel Register-Burlington,New Jersey 4/2015-11/2017

• Schedule and receive appointments for shipments

• Entering data into excel spreadsheets

• Process and send daily reports, sign drivers in and out, and email carriers with freight information Customer Service Rep -EW Home Improvement- Browns Mill, New Jersey 6/2015-current

• Interact with customers to provide information in response to inquiries about products or services

• Handles and resolve complaints.

• Communicate with customers through a variety of means by telephone, by email, fax or in person. Health Benefit Coordinator-Universe Workplace Benefits- Hammonton, New Jersey 9/2014-4/2015

• Prepare and maintain employee files, assuring accuracy, compliance and confidentially.

• Unemployment claims, verifications, I9 status and state regulations.

• Handle and coordinate all employee incentive programs.

• Administers various employee benefit programs, such as group insurance, life, medical and dental, accident and disability, insurance, pensions, investments, and savings. Community Health Worker- Aerotek/ Southern New Jersey Perinatal Cooperative- Camden, New Jersey 5/2014-8/2014

• Provided basic health and medical education to the community of Camden County.

• Educated the community on unwanted pregnancy awareness.

• Spread the word in the community to have a healthier lifestyle.

• Educated male minorities regarding fatherhood and expanding their education. Appraisal Coordinator -Stars- Mount Laurel, New Jersey 6/2010-10/2013

• Via telephone, speaking fluently in a professional manner with mortgage advisors, loan processors, loan officers and appraisers.

• Ninety-five percent of time spent on the telephone with clients.

• A minute to two-minute window between each call.

• Respond promptly to customer inquiries.

• Notes, via email in detail and documenting each call in our system after every client interaction.

• Problem solving and checking for inaccuracies and correct as appropriate for each interaction.

• Obtain and evaluate all relevant information to handle inquiries and complaints, Direct requests and unresolved issues to the designated resource.

Customer Service Representative -BC Forward/Hewlett Packer- Cherry Hill, New Jersey 1/2009-12/2009

• Processed required documentation for employees for open enrollment with health benefits.

• Provided employees with the necessary information to make their health decisions.

• Explain the difference between the HSA (Health Savings Accounts) and FSA (Flexible Spending Accounts).

Customer Service Representative -Adecco/Educational Testing Services- Ewing, New Jersey 5/2007-5/2008

• Review forms to make sure they were completed properly.

• Took inbound calls from students to process tests scores.

• Document details of each call.

• Provided the correct information in the system for the customers.

• Provided information for the students to send out test scores different schools.

• Provided students with information to go on line to get fee waivers. Housekeeper -New Lisbon Development Center- New Lisbon, New Jersey 5/2002-4/2007

• General maintenance of patient premises and procedures in accordance with functional area workflow.

• Completed certain tasks by deadline requested by management.

• Assisted with the Direct Care team and kitchen staff when staff is shorthanded.

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