Valaere Tillman

****-* ******** ** ****: 678-***-****

Decatur, GA 30032 adxl09@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Self-starting, goal oriented self motivated and assertive Senior Team Leader with more than fifteen years experience. Shows strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. I’m dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations.

AREA OF STRENGTHS

Customer Service/Call Center Exceptional Managerial Ability/Team Leader Conductive Quality Assurance Ability/ Strong Project Organizational Skills/ Great Documentation Skills/ Excellent Communication Skills/ Great Resolution

Intervention

HIGHLIGHTS

Elected Employee of the Month Sept 2005 for outstanding leadership and work performance in 2007 & 2008 Helped Company attain the highest customer service ratings, earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Professional Experience

HG HVAC January 2014 – July 2015 Snellville, GA

Administrative/Customer Support Assistant

Administrative Assistant

Answered, directed and transferred incoming emergency and non-emergency calls from the public and for the Emory organization requiring special service assistance.

Handled escalated calls including, customer complaints.

Recommended service improvements, which streamlined answering service efficiency.

Paulding County YD Center November 2009 - December 2013 Dallas, GA

Juvenile Correctional Officer

Correctional Officer

Communicated effectively with offenders and other staff members, both in writing and in speaking

Responsible for the daily care of children to conducted therapy

Perform investigation research through various systems

Search offenders using either the pat-down or strip-search method

Infistar/First National Bank August 2005 – November 2009 Norcross, GA

CSA 2/Team Lead/Coordinator

Call Center

•Manage the daily operations of the department

•May spend a substantial portion of time performing the same duties as other staff in the department

•Responsible for documenting daily workflow trends for weekly and monthly data feedback to management and staff for quality improvement and implementation of new policies and procedures

•Responsible for assessing situations, exercising discretion and judgment and acting in the best interest of the patient/customer

•Responsible for assisting staff with escalated complaints, disputes, knowledge of bankcard products, and troubleshooting internal system software

Risk Management/NCO September 2004 – January 2005 Atlanta, GA

Customer Service Representative

Call Center

Served as SME on RMS/Risk Management systems; liaise between users and first level management.

Reviewed, updated, and documented adjustments to billing accounts.

Negotiated settlement agreements with customers in order to finalize accounts.

Metro R.Y.D.C July 1998 – September 2004 Atlanta, GA

Juvenile Correctional Officer

Responsible for the daily care of children and adults, to conducted therapy

Perform investigation research through various systems

Councilor patients faced with stress, alcohol, drugs, and mental health issues.

Handle escalated issues.

Completing daily reports

Completing incident reports when violence or disorder erupts

Education

Madison Community College-1998

Peace Officer Certification-1999

Technical Skills

Proficient in the use of Microsoft Office 2007 Applications, Project Pro 2007, Internet Applications, PeopleSoft HR, Kronos, FDR, Advisor, Witness, Avaya and Aspect Call Volume Monitoring Systems,

Right Now Web, Accurint, Smart Web, Microsoft Office Suite, CMS, RMS/RMS-NG, E-Oscar, Filenet, FDR,

Other Skills

Working knowledge of Fair Debt Collection Practices Act (FDCPA)

Working knowledge of Fair Credit Reporting Act (FCRA)

Working knowledge “Graham Leach Bliley Act (GLBA)

Working Knowledge Inmate Health

Working Knowledge Use of Force

Working Knowledge Restraining Techniques

Working Knowledge First Aid/CPR Training

References upon request

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