MILDRED HYDE-DEMOZE **** Mockernut Drive

Charlotte, NC 28215

414-***-****/980-***-****

CAREER OVERVIEW: Dedicated, energetic and reliable Customer/Service Representative motivated to maintaining customer satisfaction and contribute to company success.

CORE STRENGTHS: Strong organizational skills; Expert customer relations skills; Seasoned in conflict resolution; Strong problem solver; Documentation and data entry skills; WAVE software; Lotus Notes; Microsoft proficient, Ceridian and PeopleSoft HR software; check/cash deposits, invoice processing.

ACCOMPLISHMENTS:

Researched, calmed and rapidly resolved client conflicts and vendor disputes to prevent loss of key clients and accounts.

Supervised duties and activities of professional and support staff to ensure completion of assigned tasks.

Interacted with local, state and federal agencies insuring reliable and high quality delivery of certification and contracting services to department personnel, small-business customers and government representatives.

Created and prepared statistical weekly, monthly and quarterly reports listing contract goal achievement and client track records.

Managed human resources function for department personnel including hiring, training, payroll and performance evaluations.

Coordinated and managed the company database and verified, edited and modified clients' information.

EXPERIENCE:

Admissions Assistant

June 2017 – September 2018

King’s College – Charlotte, NC

As an Admissions Assistant, I was responsible for contacting prospective students who have expressed an interest in King’s College and schedule appointments for a campus visit. Strong communication skills and buy-in were required to be successful. I explained the features and benefits of King’s College and it’s degree programs, completed paperwork related to activity and recorded results, managed the workload by meeting weekly goals and deadlines, delivered professional customer service to students and parents and actively participated in training development. My role also included participating in special college events and projects as needed and working collaboratively with other departments

Tax Associate/Compliance – Service Center (Contract)

January 2017 – March 2017

LPL Financial – Fort Mill, SC

As a Tax Associate/Compliance on the Service Center team, I serviced the needs of client’s financial advisors by taking a consultative approach to problem solving complex scenarios and taking ownership, partnering effectively with internal customers, and being empowered to deliver solutions. My responsibilities included: Researching complex situations, set customer expectations, and define the actions necessary to

resolve the situation; Assuming ownership of the inquiry and see it through to a timely resolution; Completing operational tasks including data input; Communicating with internal departments to improve processes and timely processing; Actively participating in customer service training and other training to remain current with operational policies and procedures; Communicating operational and financial industry policies and procedures; Working to accommodate resolution outside of normal procedures when necessary; Utilizing management for guidance when dealing with an escalation in order to work through and resolve the escalation while keeping ownership; and assisting in the resolution of escalated issues.

Client Services Representative – Retail Service Group (Contract)

November 2015 to February 2017

The Vanguard Group, Inc. – Charlotte, NC

Provided assistance to Vanguard clients seeking to conduct financial transactions. I assessed and processed additional client needs including making changes to client profiles, processing requests for documents and forms. I worked closely with the client to determine needs and refer to appropriate departments for assistance based on their needs assessment results. I was responsible for meeting and tracking daily metrics for efficient solutions processing in addition to participation in team meetings and activities to promote positive team relations.

Certified Tax Preparer (Seasonal)

January 2014 to April 2015

Webtax - Charlotte, NC

Provided exceptional customer service to tax clients. Counseled clients on filing options based on their needs. Prepared individual and business tax returns using Drake tax software to enter financial information for processing with Federal and state revenue agencies. Identified and sold products and services. Performed various administrative including collection of fees, completion of bank deposits, preparation and filing of cash and credit card receipts. Managed office supply inventory.

Certification and Contract Administrator

September 1989 to August 2012

Milwaukee County Board of Supervisors - Milwaukee, WI

Managed and administered Federal small business certification program. Supervised work product of professional and support staff. Managed professional service contracting of vendors for County departments including contract review and compliance monitoring. Prepared statistical reports for County, state and Federal agencies detailing compliance. Performed all human resources functions for the department including hiring, training, payroll and performance evaluations using Ceridian software.

Account Executive

October 1985 to September 1989

Management Recruiters of Milwaukee - Milwaukee, WI

Recruited and sourced banking, trust and investment professionals for permanent placement with local and regional banks and savings and loans. Developed and maintained key accounts with various financial institutions and investment companies. Earned "Rookie of the Year" award from Management Recruiters International in first year.

Customer Service Representative

March 1983 to October 1985

First Wisconsin National Bank (now US Bank) – Milwaukee, WI

Solicited new deposit, credit card and loan accounts and developed sales strategies to cross-sell bank products and services. Trained and supervised tellers. Worked diligently to prevent bank losses with close attention to detail, accuracy and integrity. Achieved above-average-average sales percentage with consultative, value-focused customer service approach. Maintained adequate cash supply in cash drawers at teller stations. Performed opening and closing duties, including counting cash drawers and refilling ATM machines.

EDUCATION:

BA; Sociology with Music Minor, 1975; Beloit College - Beloit, WI.

MBA : Studied General Business; 1984-1985; Keller Graduate School - Milwaukee, WI.

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