Customer Service Representative

DeShemia Coleman

214-***-**** • Dallas, TX • *********@*****.***

ACCOUNT SITE DIRECTOR

Customer Services Department Improvements Financial Budgeting

Solutions and results-driven Account Site Director with 5+ years of experience and a proven track record increasing growth department improvements. Perform reviews for applications and agreements on account portfolios. Perform in coordinating diverse teams and resources to complete objectives. Expertise in customer services, account management, relationship-building and communication.

PROFESSIONAL SKILLS

Software Tools Technical &Interpersonal Administrative Task

Mastery of Microsoft Office Decision maker/Directing Scheduling Meetings

(Word, Excel, PowerPoint) Quality Report/ Communicator Reports/Tracking Projects

(Docs, Sheets, and Slides Scanning, Faxing, emailing Generate Reports

Property Management Software Revenue Management Collections

Presentations/Proposals Account Management

WORK EXPERIENCE

YMCA 04/2017- 07/2022

Account Site Director

• Accommodate with staff and perform daily operations by tracking sales and creating spreadsheets.

• Arranged debt repayments, setup payment arrangements, and repayment schedules customers who account is delinquent.

• Generated monthly reports, revenue reports, merchandise, and delivering products to identify and manage the daily KPIs and inventory.

• Drive revenue to increase new sales and improve line products within the marketplace trends, consumers, and brokers.

• Supervised all advertising, marketing, and media for all upcoming events.

Cognizant Technology 05/2015- 03/2017

Senior Process Executive

• Initiated and assist with development/changes to increase quality and production.

• Collaborated with team to quickly resolved customer complaints with appropriate action via teams, email and POS systems.

• Managed a high-volume outbound call regarding any general/complaints for account claim needs.

• Reviewed case information for prior invoices, vendor balances, PO invoices through different payee software.

• Maintained regular contact with clients and reviewed account database to maintain accurate records.

BB&T 11/2013 – 04/2015

Loan Processor II

• Responsible for ensuring all that all loan documents were verified for compliance and company policies.

• Reviewed monthly loan statements to ensure revenue expenses were met or exceeded production goals.

• Processed past due payments and negotiated payment plans to help customers meet their contract obligations due date.

• Researched applicants credit status and current financial position for approvals or resources.

• Coordinated and maintain paperwork for new loans and loan disclosures for mortgage lenders.

ALN Apartment Data 05/2012– 09/2013

Customer Service Representative

• Effectively managed incoming calls daily to assist with customer complaints.

• Informed customers on billing procedures, submitted request, assist with payment plans.

• Updated and maintained administrative records for customer satisfaction.

EDUCATION

Berkner High School- High School Diploma – 2007

Eastfield College-Business of Administration

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