Blessed A. Freeman

980-***-**** ad1hu0@r.postjobfree.com

PROGRAM MANAGER

HEALTH & HUMAN SERVICES CONSUMER RELATIONS FINANCIAL SERVICES

Adaptable, organized, and collaborative Consumer Relations Specialist with 3 years of experience in financial services. Effective communicator with a keen eye for detail and a strategic mindset to successfully oversee the planning, execution, and delivery of complex projects with outstanding precision.

CORE COMPETENCIES

Verbal & Written Communication Conflict Resolution Skills

Team Leadership Microsoft Office Suite

PROFESSIONAL EXPERIENCE

BANK OF AMERICA, Greensboro, NC 2022-Present

Customer Service Representative

As a Customer Service Representative, I am responsible for providing excellent customer service, addressing inquiries, resolving account-related issues, and offering financial product information to ensure a positive and efficient banking experience for clients.

●Achieved a 95% customer satisfaction rate by consistently resolving customer inquiries (wire transfers, debit card replacements, account closing/disputes and online banking) daily, exceeding the company's target of 90%.

●Increased cross-selling revenue by 20% through proactive identification of customer needs and successful promotion of supplementary banking products and services.

●Reduced average call handling time by 15%, enhancing departmental efficiency through 150- 300+ calls daily.

●Streamlined 150-300+ complaint resolution processes, resulting in a 10% improvement in efficiency

WALMART, Charlotte, NC 2021-2022

Customer Service Representative

As a Customer Service Representative, I am responsible for addressing customer inquiries, resolving issues, and providing assistance in a courteous and efficient manner, ensuring a positive shopping experience.

●Achieved a 95% customer satisfaction rating by consistently resolving an average of 50 customer inquiries daily, demonstrating exceptional problem-solving and communication skills.

●Successfully upsold Walmart's loyalty program to over 20 customers, resulting in a 15% increase in program enrollment and contributing to a boost in overall store revenue.

●Reduced customer wait times by 30% by implementing a streamlined process for handling returns and exchanges, improving the in-store shopping experience and customer retention.

●Led a team of 5 customer representatives in achieving a 10% improvement in average response time to customer emails, enhancing the department's efficiency and ensuring timely customer support.

NEW PLACE INC., Charlotte NC 2019-2020

Residential Counselor

As a Residential Counselor, I am responsible for providing emotional support, guidance, and a stable living environment to help children overcome their past traumas and develop essential life skills.

●Reduced behavioral incidents by 30% through the implementation of a comprehensive behavior management plan, resulting in a safer and more stable residential environment for 20 at-risk youth.

●Increased client engagement and participation in therapy sessions by 40% through the development and facilitation of interactive group activities, enhancing their emotional well-being and therapeutic progress.

●Successfully managed a caseload of 10 residents, achieving a 98% compliance rate with individualized treatment plans, ensuring that clients received the necessary support and resources for their personal growth and development.

●Improved staff training and development programs, resulting in a 5% decrease in staff turnover, which contributed to a more experienced and stable team and ultimately enhanced the quality of care for residents.

Blessed A. Freeman 980-***-**** Page 2

CENTRAL PIEDMONT COMMUNITY COLLEGE, Charlotte, NC 2018 -2020

Math Tutor

As a Math Tutor, I successfully taught students complex mathematics by providing personalized guidance, clear explanations, and tailored support to foster their mathematical skills and confidence.

●Boosted average math grades by 10% through personalized tutoring, helping struggling students achieve an average of one letter grade improvement.

●Enhanced test scores: Successfully prepared 20+ students for midterm exams, resulting in a 30-point average increase on their scores.

●Increased student retention: Contributed to a 5% increase in student retention by creating simple math solutions and fostering a positive learning environment.

●Conducted 100+ one-on-one sessions: Provided individualized support to students, resulting in a 95% success rate in helping them master challenging math concepts.

EDUCATION

Bachelor of Science (BS) in Interdisciplinary Studies

WINSTON-SALEM STATE UNIVERSITY, Winston-Salem, NC

Bachelor of Science (BS) in Psychology

WINSTON-SALEM STATE UNIVERSITY, Winston-Salem, NC

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