Customer Service Front Desk
Resume:
Angela Mason
**********@*****.***
Travel Advantage Network
Glen Burnie/MD (July 2023-May 2024)):
●Rehired-(Billing Specialist) Collections for Annual Membership.
●I worked here from (2000-2011) I am rehired in Account Management.
Uhaul Storage & Moving
Glen Burnie/MD (Nov 2022-Mar 2023):
●CSR(Inspector for all trucks)Customer Service
●Managed Storage Facility
●Worked the front desk to manage all check in and out’s
BlackWallHitch
Annapolis/MD (June 2020-Nov 2020):
●Taking customer orders and providing excellent customer service.
●Upselling liquor and food items to increase sales.
●Cleaning tables and dining area. Always being a team player to help others.
●Processing all payments (cash, credit cards and checks).
Cleaning Maid Easy:
Deale/MD (Nov 2016-June 2020):
●Cleaning residential homes and businesses to the highest of standards.
●Providing great customer service and being a great team player.
●We won an award for the year(2016)=The Best Cleaning Service” in the County.
Merchant Processing Solutions:
Annapolis/MD (Nov 2015-May 2016):
●Telemarketing/Inside Sales-(Cold/Calling)To business Owners
●Trying to sell Credit Card/processing payment systems.
●Making Over #(500)Outbound/Calls a day=(automated dialer).
The Greene Turtle:
Gambrills/MD (Mar 2014-Aug 2015):
●Taking customer orders. Upselling food/liquor items to increase sales.
●Cleaning tables in the dining area and processing payments (credit/checks).
●Trained New Hires and very reliable/always willing to pick up any shift.
Travel Advantage Network
Millersville/MD (Feb 2000-June 2011):Many Promotions w/thin 11yrs!
Senior Trainer/Quality Assurance(2010-2011):
●Responsible for call monitoring, auditing client contacts, and reviewing client’s notes on delinquent clients.
●Provided feedback to Management and staff on ways to improve call handling.
●Investigated, and completed audits that lead to increasing monthly drafts by $1mm after implementation of the new system.
Department Manager/Collections(2008-2010):
●Responsibilities included all aspects of the department from development of metrics, human resources, tracking, reporting and interfacing with other department managers.
●Increased collections by 30% in a year period.
●Integrated part time help and lead initiative to go to a new & pure commission payroll structure.
●Implemented new loan modification standards to streamline loan reductions and saved the company($1mm each year).
●Did all face to face interviews/including disciplinary actions/write-ups and submitted documentation to HR to have employees released from the company.
Assistant Manager/Collections(2005-2008):
●Responsibilities included all aspects of the department from development of metrics, human resources, data tracking, reporting and coaching of representatives.I Conducted all new hire training and created a manual for all policies and procedures for the Company.
Senior Collector/Trainer(2000-2005):
●Answering Inbound calls and making Outbound Calls to increase collections.
●Trained all New Hires for our dept. Account Management.
●Responsible for $1mm billing each month, successfully bringing in 75% of estimated revenue through promoting automatic drafts, conversions to monthly service charges, and front end collections of overdue billings.
●Received a Monthly/Award and recognition (7X) within the yr.2001=
#1/Top Collector=the highest amount collected within the department.
(Education):
Southern High School/ Diploma Received
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