Operations Support & Customer Service Professional

Dawn marie Hoffman

*** *. ****** ****. ********** DE 19947

856-***-**** / email: ********@*****.***

Objective:

Enthusiastic team member with knowledge to lead, set goals, mentor and train personnel. Looking to find a position with an established company that will enable me to use my skills and qualifications plus learn new skills which will help me to be an asset to the organization. Motivated individual who is policy and procedure driven.

Skills:

Proficient in both Word and Excel

Certificates:

American Institute of Banking Washington, DC Fraud Detection Certificate

One Main Financial–

Personal Loan Specialist 10/31/2024 - 9/30/2025

Answered incoming phone calls and provided customer support.

Took loan applications over the phone and assisted clients throughout the process.

Processed payments in person and over the phone.

Reviewed and discussed submitted applications with clients to ensure accuracy and completeness.

Made collection calls to customers with accounts 30–60 days past due.

Closed loans both in person and online with clients.

Sold Life, Disability, and Unemployment insurance products to help protect clients’ loans.

Wedgewood Pharmacy – Swedesboro, NJ

Licensed Pharmacy Technician – November 2021 to November 2023

Picked medication orders to ship through mail orders.

Worked with Pharmacist in regard to the consumer.

Customer Service Representative Agency / Mannington Mills, Inc – Mannington, NJ

March 2013 to June 2013 – Hired full time June 16, 2015 – April 9, 2020

Answering incoming phone calls for both Specialty Lines as well as Residential line.

Entering Claims from Retailers, Distributors, and Consumers

Provides assistance to Assessment Reps to help process claims (outbound call and entry of documents)

Entering and responding to inbound emails

Entering Inbound Web Claims and Self Inspection Claims

Gathering information needed for claims to be reviewed and processed

Solving instalments issues for Mannington Flooring

Call Center Services, Inc – Wilmington, DE

Senior Customer Service Representative – October 2010 to March 2013

Assistant to department Team Lead

Daily distribution of assignments to Department Representatives

Handling inbound/outbound phone calls for two Call Centers

Creation of Excel spreadsheets for daily tasks for CSR’s

Evaluating New/Existing Customer accounts for Risk/Fraud

Development/enhancement of policies and procedures

Assisting Customer Service Reps with questions/difficult customers

Managing daily Customer Service Schedules

Assisting with Customer Management of Inbound/Outbound calls

Working alongside Team Leads for problem solving

Excellent Knowledge of Civilian loans / Military lines of credit

Excellent Knowledge of Federal Banking Regulations

Customer Loyalty Training

Identifying Consumer Fraud via documentation such as: Credit Report, Paystub, Driver’s License, Social Security Awards Letter, Social Security Card, Green Card, Permanent Residency documentation, and Bank Statements.

Asking probing questions to detect Identity Fraud

Ferguson Waterworks, Inc – Swedesboro, NJ

Assistant Credit Manager/Assistant to the Controller May 13, 1996 to Jan 20, 2008

To assist Credit Manager with daily A/R collections

Processing of Credit Applications

A/R collection of delinquent accounts 30–90 days past due

Responsible for 1000 accounts & Processing of credits and debits

Processing of daily Accounts Payable

Customer Service Rep. for both A/R and A/P departments

Customer Loyalty Training

Knowledge of both Vendor and Customer relations

Knowledge of purchasing materials from Vendors

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