Customer Service Administrative Assistant

Michele N. James

**** ******* **. ***********@***.***

East Lansing, MI 48823 517-***-****

PROFESSONAL SUMMARY

A highly organized Management Administrator and Educator with multi-faceted skills that enhance service delivery. Demonstrated ability to assess and schedule operations, manage group activities and adapt to changing environments. Proficient in SharePoint, Word, Power Point, and Excel in Microsoft Office Suite. Also proficient in Microsoft Teams and Zoom video conferencing. Possesses exceptional customer service and communication skills. Consistently demonstrates a proven ability to multi-task and work as a team player on complex projects.

EMPLOYMENT EXPERIENCE

BAHA’I NATIONAL CENTER, Evanston, IL Oct 2021 – Present

Administrative Assistant (Remote) 20 hours weekly

Assists with administering background checks for volunteers requesting to work with children and youth in the states of Michigan, Ohio and Indiana.

Maintain a record of when valid clearances need to be updated and notify volunteers when new background check is near expiration date.

Notify the secretary of the Midwest Regional Bahá’i Counsel any volunteers who move in or out of the Michigan, Ohio, and Indiana Midwest region.

SBA OFFICE OF DISASTER ASSISTANCE, Fort Worth, TX Jul 2021 – May 2022

Small Business Loan Officer 60 hours weekly

Process small business economic injury disaster loan applications providing funds to small businesses during the COVID-19 pandemic.

Working remotely, applied standard, accepted financial and credit analysis techniques ensuring accurate processing of large loan applications submitted to the SBA for the Economic Injury Disaster Loans program.

Used Rapid Decision software system to appropriately determine loan approvals for the funding department to submit the loan to the servicing department and deposit the funds in the borrower’s bank account.

Accurately determined loan approvals using the Rapid Decision software system supporting the loan servicing department’s efforts to deposit funds in the borrower’s bank accounts.

Ensured that all required loan documents from the loan applicant were collected, approved and deposited in the fund borrowers’ bank account.

Accurately reviewed required documentation for authentication and validity in all states including required licenses for CBD products with minimal HTC amounts determining these products have the required minimal HTC amounts for approval to sell in small business.

Corrected funding errors on borrowers’ bank accounts by verifying bank account affiliated with small business, correcting account and routing numbers to deposit loan funds in bank account.

OPPORTUNITY RESOURCE FUND, Lansing, MI Oct 2015 – Aug 2020

Small Business Loan Processor 40 hours weekly

Process small business loans for current and new potential borrowers.

Processed required forms for SBA small business loan applications ensuring that applicants met established criteria and referred loan documents to underwriters and MLO for approval.

Accurately prepared loan applications and closing documents for small business loan closings.

Successfully trained employees for processing Detroit 0% home rehabilitation loans through partnership with the Local Initiative Support Corporation.

Successfully used knowledge of documents required from borrowers including business entity document verifications, business licenses and agreements, personal and business income tax returns, business plans, collateral, appraisals and evidence of insurance.

PEARSONS, Lansing, MI Apr 2015 – July 2015

Supervisor 40 hours weekly

Supervised and managed online scorers for math projects from 5th – 11th grade.

Successfully coached qualified math students, over the phone on how to successfully score on math tests through Pearson guidelines.

Monitored scorers grading of math tests, ensuring compliance with Pearsons guidelines.

Effectively prohibited scorers from grading math tests based on their scoring by comparing Pearsons standards.

Consistently demonstrated an ability to answer large numbers of incoming phone calls using multi-phone system.

CITIBANK, Ann Arbor, MI 2011 - 2014

Mortgage Loan Processor 50 hours weekly

Processed mortgage loans to refinance mortgage payment for current Citibank borrowers.

Successfully pre-registered and registered customers for refinance loan package via telephone, mail, and web applications through Citi’s SOS, Citrix and LPM software systems.

Provided guidance for borrowers of the loan process and helped them understand the forms in the closing document package, particularly the Good Faith Estimate, and HUD-1 Settlement forms.

Accurately Recalculated loan payment amounts and escrow amounts for extended funding dates for old loan payoffs.

Effectively used knowledge of the HARSS streamline process providing audits for quality control, quality assistance, and funding loans. Also assisted in closing a refinance loan and obtaining necessary documentation such as 1099 forms for employment verification.

Responded to high volume of incoming phone calls and created a general script answering borrower’s frequently asked questions.

NATIONAL HERITAGE ACADEMIES, Romulus, MI 2007 – 2008

Substitute Teacher 40 hours weekly

Managed children from grades k – 12 in a classroom environment.

Successfully implemented prepared lesson plans in areas of study that included math, science, social studies, and reading for teachers absent from class. Emphasized and stressed specific learning objectives stressed by prepared lesson plans.

Taught small groups of remedial students various subject matters simultaneously, reinforcing learning objectives. Thoroughly reviewed main topics in each particular subject with every child ensuring a clear understanding of the material.

Prepared and presented subject related information to students without instruction guidelines from teacher. Constructed activities with students to enhance their understanding of the main topics of lesson materials in the textbook.

AT & T INC., Southfield, MI 2001 – 2006

Maintenance Administrator

Assisted in the assignment of telephone installation and repair work to outside field managers and technicians located in various Michigan regions.

Assigned installation and repair work to approximately 30 technicians, coordinating repair assignments to each technician’s field of expertise and geographic location.

Concentrated distribution of interior installation and repair work to technicians with interior home and business wire experience and exterior wire repair work to technicians with exterior phone line repair experience ensuring the successful completion of each assignment.

Answered multi-phone lines for heavy incoming call pool from technical service areas and customers, identifying resolutions to internal and external issues. Rescheduled appointments for installation and repair work for extensive phone line work problems.

Created telephone repair and installation work tickets for residential and small business customers scheduling mutually convenient times for repairs to be completed.

Performed multi-task functions needed for team group projects in regional areas of Michigan. Functions supported technicians’ ability to complete installation and repair tickets at the scheduled time given to customers.

FIBERTECH INC., Plymouth, MI 2001

Lab Assistant 20 hours weekly

Assisted professional staff in the overall operations of the laboratory.

Assisted in the preparation of laboratory tests on various waste materials from multiple companies and corporations.

Assisted in testing ground water contamination levels ensuring the accuracy of the test results.

GOODRICH’S SHOPRITE, East Lansing, MI 2000 – 2001

Cashier 20 hours weekly

Performed cash register transactions for customers’ items in checkout line.

Ensured the accuracy of the opening and closing register by counting all cash and coins in the register at beginning and end of each shift. Accurately reported the store revenue by totaling all cash, checks and credit card transactions made on cash register during shift.

Completed customer’s grocery transaction by taking cash, checks, or credit card and accurately deducting each customer’s coupons and bottle returns from grocery item total.

Assisted customers in the selection and location of goods. Assigned bagger’s assistant to retrieve and reshelf goods for customers while in grocery checkout line.

EAST ANN ARBOR HEALTH CENTER, Ann Arbor, MI 1997 – 2000

Medical Records Clerk 40 hours weekly

Assisted in creating and organizing patients’ medical records in an automated numerical file system.

Maintained a numerical file system of patient’s medical records and entered medical data in a computerized medical system ensuring the accuracy of the data and the integrity of each patient’s medical file.

Reviewed patient medical records for completeness, organizing forms and records into a standard order for easy retrieval requested by faculty and patients.

Supported other staff by answering telephones, making copies of medical forms in patients’ charts, and assisting patients and other visitors to the facility.

EDUCATION

MBA Masters in General Business Administration June 2011

Eastern Michigan University, Ypsilanti, MI

B.S. General Science major, Biology minor April 2007

Eastern Michigan University, Ypsilanti, MI

RELATED COURSEWORK

Accounting

Marketing

Finance

Management

Business Innovation and IT

Financial Instruments and Institutions

International Business Law

Economics of Strategy

Strategic Management Capstone Course

Employment Law

Legal Environment for Non-Profit Organizations

VOLUNTEER ACTIVITIES

Tutor in ACES program for ACT/SAT preparation in Detroit, Michigan

Operation Hope-banking on our future in Detroit, Michigan

Tutor with GEAR UP at EMU in Westland, Michigan

Village Summit Community Resource Center in Lansing, MI

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