Job Coach Retention Specialist

ESROM MARGAI

***** ****** ******* **,

Haslet, TX 76052

A results-driven, dedicated professional with proficiency in the Customer Service.

SUMMARY OF QUALIFICATIONS

•Management Information System (MIS) Certified with 10 years’ experience working as a Customer Retention Specialist.

•Excellent written and oral communication skills, with an attention to detail.

•Excellent interpersonal skills, ability to work well with others, in both supervisory and supporting staff roles.

•Proficient in Microsoft Office Suite Applications, Business bookkeeping and office equipment.

•Accustomed to critical thinking, working in fast-paced environments with the ability to think quickly and successfully handle difficult clients.

•Excellent in de-escalating expertise and solving customer problems creating great customer experiences.

EXPERIENCE

Franklin County Auditor’s Office, Columbus, OH 2019-Present

Deputy auditor

Prepared and administered accounting records for all county funds. Audited records and accounts of the various county departments. Verified the validity and legality of all county disbursements. Forecasts financial data for budgetary formulation purposes, with strong working knowledge of Microsoft Office, including SharePoint, InfoPath, OneNote, Outlook, Excel, and Word. Exceptional product and procedure knowledge with skilled use of network administration, windows, and internal Software systems. Managing information systems and programs. Trouble shooting online internal software programs. Provided Technical support via phone calls.

JP Morgan Chase, Columbus, OH 2015-2019

Customer Service

Performed as Telephone banker in the best interest of our customers, internal and external – Exhibited a sense of urgency to meet customer deadlines, following through on commitments, managing bank accounts, and advocating on the customer's behalf to deliver the best solutions. Displayed respectful, courteous, and professional attitude to establishing rapport and building long term relationships. Trouble shooting online programs as a tech specialist as well. Demonstrated the ability to take ownership and personal accountability of resolving the customer's issue and being tenacious in finding the right solutions. Provided Technical support via phone calls.

Capitol Hill Support Services, Washington DC 2013-2015

Acted as a mentor and job coach for individuals with special needs in an individualized day service center.

Assisted in resolving and satisfying client requests and internal operational issues.

Assisted clients/residents with psychological issues in obtaining job opportunities.

Admission process upon client/resident arrival from Correctional Facility.

Report writing daily activities and goals. Monitored clients/residents when placed in isolation due to self-harming themselves.

Affinion Group, Westerville, OH 2006-2009

Retention Specialist

Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step-by-step instruction to resolve application issues. Reviewed and issued audits on account information and processes. Performed queries in multiple databases. Adhered to government monetary regulations. Provided Technical support via phone calls

EDUCATIONManagement Information System -Certified 2023 Eastern Gateway Community College- Business Administration-Business Management 2020-2022 Columbus State Community College, Columbus, OH CPR CERTIFIED

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