Customer Service Manager
Resume:
Deloris Jones
Charlotte C H, VA 23923
adz9d8@r.postjobfree.com Cell: 434-***-****
Dedicated customer service manager with 10 years of experience. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all company operations policies. Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Project Management
Customer Satisfaction Enhancement
Computer Literacy (MS Office)
Sales & Margin Improvement
Teambuilding & Training
Cost-Reduction Strategies
Retail Operations Management
Professional Experience
Virginia Legal Aid Society, Inc.
217 E. Third Street
Farmville, VA 23901
Housing Navigator 07/2021 - 7/2022
Worked with the Virginia Rent Relief Program (RRP) to identify tenants and landlords and help them complete their applications through the GOV2Go portal. Managed documents on SharePoint, entered data in Excel Spread sheets of all applicants and tenants, their submission dates, amount requested, date approved and amount approved. Researched and developed my outreach strategy to reach under serviced tenants. In a 12 month period secured over $1,000,000 for tenants and landlords in 7 counties. Used computer internet based Ring Central to keep clients’ calls and messages in one place.
Southern Virginia Higher Education Center
820 Bruce Street
South Boston, VA 24592
Workforce Support Specialist 07/2017 – 05/2019
Researched and marketed new training for the HVAC program. Interviewed applicants for the trainers and lab assistant positions and recruited students for programs. Developed and maintained tracing data sheets and posted new created documents to SharePoint. Provided timely and comprehensive reports and documentation on the HVAC initiative to the SVHEC executive director and board of trustees. Entered students’ attendance and grades in the SIS program. Taught workplace ethics and problem solving for all the Work Ready training programs. Ordered equipment, and reached out to local businesses for donations in order to keep cost low. Created syllabi for the training classes. Collaborate with Chief Director of Work Ready Development and executive board with reports of training progress. Southern Virginia Higher Education Center
820 Bruce Street
South Boston, VA 24592
Program Coordinator 11/2014 – 07/2017
Managed all aspects of the Advanced Manufacturing Boot Camp/Work Ready Foundations and Manufacturing Technician Level 1 training programs. Coordination and implementation of programs and projects as well as oversight for related programmatic, budgetary, and performance monitor, tracked, and reported grant outcomes. Recruit, interview, and interact with clients to determine their eligibility for work ready training programs. Plan and lead orientation sessions ahead of clients starting training program. Assist with the creation/implementation of revenue generating initiatives and delivery of quantifiable services and programs to clients. Review contracts and approve invoice payments for services provided. Southern Virginia Higher Education Center
820 Bruce Street
South Boston, VA 24592
Administrative Support Specialist 07/2012 – 11/2014 Served as initial point of contact for access to Director and Project Coordinator and provided diverse clerical and administrative support to Director and Project Coordinator. Coordinated travel, meetings, events, activities, and other related logistics hosted by/attended by Workforce Services@SVHEC staff including appropriate documents. Collaborated with other SVHEC staff, partners, workforce professionals, training providers, and employer representative to track and coordinate workforce related activities. Assisted assigned staff with coordination of daily operations, communications, follow-up, and reporting duties. Provide extensive administrative and support functions for the TIC Grant #2388 (Work Readiness Initiative: Retention of Manufacturing in Southern Virginia)
America General Life Insurance 05/09 to 03/11
Farmville, VA 23901
Insurance Sales Agent
• Used lead programs to identify new prospects and performed insurance reviews on existing clients to create new sells. Performed customer service and updated client’s portfolio.
• Earned “Award for Excellence” for instrumental outstanding achievements during first 13 weeks driving record-high sales increases in local office. Bank of Charlotte County
P O Box 406, 101 Berkley Street
Phenix, VA 23959 12/1998 - 03/2008
Loan reviewer: Assisted seven Loan officers with processing, tracing and reviewing consumer, business and mortgage loans. Performs regular loan portfolio reviews based on risk and/or size of all credit types (commercial, consumer, residential, equipment, mortgage, etc.) that cover the following areas: Asset Quality - Ensuring that acceptable credit standards are maintained
(confirms lien perfection, repayment capacity, collateral, etc.) Documentation - Ensuring that loans conform to established bank lending policies and procedures and that required documents have been obtained and are thorough and accurate, Compliance - Ensuring conformance to relevant state and federal laws and regulations. Ensures the creditworthiness of the loan portfolio, looking for changes that merit a review of lending practices and/or adverse asset classification, Identifies problem loans and describes deficiencies.
Branch Manager/Loan Officer: Promote and market branch bank products. Ensuring a high level of customer service, monitor sales targets, report to the main/head office. Meeting with customers and resolving any problems or complaints. Responsible for all day to day operations and leading my team at the branch bank level.
Administrative Assistant: Answered telephone, greeted customers, entered data, filed, opened new accounts, sold insurance products, handled complaints, generated daily and monthly reports, and handled past due accounts collections. I maintained and secured confidential information in lock location.
Teller: Provided exceptional customer service to account holders and potential customers. Cashed checks, accepted retail and/or commercial deposits, loan payments, process checking and savings account withdrawals. Maintained and adequate cash drawer at all times, balanced cash drawer, and processed credit card cash advances. I maintained the highest level of confidentiality with all information obtained.
Education and Training
SOUTHSIDE VIRGINIA COMMUNITY COLLEGE — Keysville, VA 05/2007 05/2009
Associate Degree in Business Management (Honors)
Training: Completed numerous courses and seminars in Human Resource Management, Customer Service, Sales Strategies, Finance, Accounting, Time Management, and Leadership
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