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Customer Service Manager

Orange Park, Florida, 32073, United States
April 21, 2012

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**** ******* ***. # **** ● Orange Park, FL 32073 ● ● (904) ***-****

Customer Service professional with 15 years experience excelling in finance, call center and customer service environments.


● Driven leader with decision making abilities and great negotiation skills; able to utilize my

great customer service expertise to provide client satisfaction.

● Possesses excellent interpersonal skills, including the ability to effectively work with clients,

teams and all levels of management.

● Able to utilize my problem solving skills in order to find solutions beneficial to the company

as well as the customer.

● Able to learn and absorb new information and quickly grasp difficult concepts and software.

● Software proficiencies include Microsoft Office Suite, CMS and IEX TotalView WorkForce



CONTACT REPRESENTATIVE November 2011-April 2012


● Seasonal Employment - Answer inbound calls related to customer tax law questions

regarding procedures to filing taxes, income taxability, credit and deduction eligibility.

● Provide excellent customer service.

● Complete many perfect National Perfect Calls.

INTERNET ASSISTANT March 2008 – January 2011

AT&T FLEMING ISLAND, FL ● A telecommunication company, this department handles technical support for DSL


● Input payroll information, assist attendance manager with maintaining attendance records

of employees located within the call center.

● Code agent schedules with break, lunches and absences through TotalView WorkForce IEX.

● Run center reports through CMS.

● Schedule interviews for potential customer assistants.

● Process new agents, ensure all required paperwork has been received and documented.

CUSTOMER ASSISTANT September 2007 – March 2008

● Assist residential and business customers over the phone with connectivity issues, while

maintaining excellent customer service.

● Schedule appointment for customer repairs if technician is needed.

OFFICE MANAGER May 2003 – September 2007


● A private-owned trucking company which transports scrap metal, junk cars and heavy


● Ensure trucks have proper tags and permits required by the state of operation.

● Complete quarterly reports which are required by the Federal Government.

● Ensure drivers meet and maintain requirements to operate commercial vehicles.

● Maintain payroll and maintenance records, ordered parts and supplies needed for day-to-day


FRONT END COLLECTIONS December 2002 – May 2003

Conseco/Green Tree Finance Duluth, GA ● A manufactured home finance company which serviced several different states.

● Contacted customers with early delinquency status. Collected payments, resolved and

and prevented reoccurring problems which could lead to future delinquency.

TITLE CLERK August 2001 – November 2002

● Complete applications for assumable home loans and reviewed documents needed to submit

loan package.

● Notarized loan closing documents.

● Responsible for processing MHD titles in support of specially assigned regional offices to

ensure ownership of the mobile home is transferred properly to new owners.

● Ensure that all title applications are in compliance with the company’s standard operating

policies and procedures, as well as any applicable Federal, State or County regulations

and legal requirements.

● Ensure property taxes of previous owners were paid and set up transportation of the home

from one location to another for delivery and set up.

CUSTOMER SERVICE REP. March 2001-August 2001

Gwinnett County Tag Agency Norcross, GA

● Processed customer renewals, registrations, titles and tags for vehicles.

CUSTOMER SERVICE REP. September 2000-March 2001

Ackerman Credit Union Columbus, OH

● Responsible for handling customer and merchant deposits and withdrawals, check cashing

and many other duties pertaining to a financial institution. Also, operated drive-thru for

express service.

CUSTOMER SERVICE REP. June 1998-August 2000

Key Bank Columbus, OH

● Accountable for day-to-day transactions of customers and merchants. Ordered supplies,

maintained cash limits for other tellers and the main vault.

● Conducted research for missing deposits and transactions done inside the banking center.

● Consulted customers about a variety of products and promotions in an effort to enhance their

banking relationship as well as their experience.

USAF July 1989-February1994

Military United States


● Responsible for accounts payable/receivable, cashier, data entry, ordering supplies, Troop

Support, warehouse receiving/ordering and other duties included in managing the



● Responsible for accounts receivable/payable, ordered supplies, cashier and other various

duties included in management.


● Data Entry – 9000+ksph ● Typing – 50+ wpm

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