Customer Service Management

Sharon V. Murray

**** *** ******** ******* *** # 1011 Atlanta, GA 30349

Telephone: 860-***-**** or 404-***-****

E-MAIL: *************@*****.***

OBJECTIVE

To secure a challenging position within an environment in which my administrative, general accounting, communications, staff management and technical skills can be best channeled.

QUALIFICATIONS

Top-notch administrative and accounting assistant with over twenty years of experience managing business relations and special projects at senior management level. Served as primary contact for and liaison between management, sales teams, personnel, clients and vendors. Maintained excellent written and oral communication skills, problem resolution abilities, and a high level of confidentiality. Advanced word processing support.

PROFESSIONAL EXPERIENCE

NCO FINANCIAL SERVICES, ATLANTA, GA – Projects Listed Below

Portfolio Specialist (August, 2007 – December, 2011)

Mercedes-Benz Financial Services (October, 2010 to December, 2011)

• Managed a queue of accounts from 36-60 days delinquent.

• Provided options to immediately bring customer accounts current and resolve the delinquency.

• Processed credit card, debit card and check by phone payments.

• Verified online payments

• Processed extensions, deferrals and due date changes on accounts.

• Documented all actions taken on an account.

• Updated customer information i.e. telephone numbers, e-mail, and address.

• Answered inbound phone calls.

• Skip tracing functions.

• Performed other duties as assigned by management.

Wells Fargo Financial Bank (March, 2008 to October, 2010)

• Skipped to locate with the intent to repossess collateral.

• Questioned neighbors, references, and other successful sources to determine information on customer.

• Used Accurint, Insight Collect, and other skip tools to help locate customer and collateral.

• Actively assigned accounts for repossession, post updates, and view activity from the agents using Wells Fargo vendor software RDN and iRepo.

• Stayed in compliance with FDCPA and NCO guidelines.

• Performed side by side coaching with new hires.

SunTrust Bank (August, 2007 to February, 2008)

• Protected all client consumer information used during collection efforts in accordance with company confidentiality policies.

• Counseled delinquent account debtors to assist in finding funds to meet debt obligations.

• Utilized established call model to secure a definite commitment to pay the overdue claim and/or balance in the most expedient manner.

• Telephone contact may be done from a dialer setting or from the account representative’s established route based on assignment from the supervisor/manager.

THE SHELTER FOR WOMEN, Hartford, CT

Financial & Administrative Assistant (August, 2005 – April, 2007)

• Entered and reported accurate accounts payables and accounts receivables, bank reconciliation, coordination of collections and preparation of financial and operations reports.

• Entered payroll information in system, including computation of hours.

• Maintained attendance report.

• Communicated payroll concerns to staff.

• Prepared correspondence, agreements and scheduled meetings.

• Oversaw mail functions and office inventory.

• Assisted with new hire and maintained employee benefit programs.

• Coordinated events planning and facilitation.

• Oversaw agency files.

• Created and published weekly newsletter.

PRECISION CAMERA & VIDEO REPAIR, Enfield, CT

Data Entry Clerk (Part-time: July, 2005 – April, 2007)

• Inspected various types of cameras.

• Verified camera information accurately.

• Entered data of camera specifications.

STATE OF CONNECTICUT – DEPARTMENT OF REVENUE SERVICES, Hartford, CT

General Worker (Temporary: April, 2005 – May, 2005)

• Processed payee checks.

• Extracted information from tax return and claim for refund form.

FAMILY MEDICINE, Gainesville, FL

Medical Clerk (Temporary: January, 2005 - February, 2005)

• Scheduled appointments for patients.

• Retrieved and filed patient’s charts.

• Verified patient’s active insurance.

• Collected and prepared receipt for co-pay and other payments.

• Performed multiple job-related administrative duties.

THE DRILL MASTER ACADEMY – Trinidad, W.I.

Accountant/Public Relations Officer (Part-time: September, 1999 - July, 2004)

• Administered various accounting functions including financial reporting, billing, payroll, accounts payable/receivable, bank reconciliation and financial statements.

• Supervised and supported staff of 16.

• Acted as key contact for customers, vendors and professional consultants.

• Represented the Academy at management meetings with Principals and Vice Principals of other schools.

• Oversaw marketing, promotions and advertising departments.

• Played a vital role in all administrative functions.

NAVARRO’S BROKERAGE LIMITED, Trinidad, W.I.

Accounts Clerk/Supervisor (June, 1996 - July, 2004)

• Performed a variety of accounting duties including spreadsheet analyses, accounts payable/receivable, general ledger and prepared financial statements.

• Supervised a staff of five employees.

• Transcription of correspondence and other administrative documents.

• Acted as liaison between all impacted departments to ensure proper communication and reporting practices.

EDUCATION/SPECIALIZED TRAINING

Associate Degree – Management of Business Professional Customer Service Certification

Office Management Certification Payroll for Pay Expert Basics

Management Skills Certification Getting Started with Pay Expert

Certified Accounting Technician Report Writer for Pay expert Part 1 & 2

Microsoft Office User Specialist Certification Introduction to Virtual Classroom

TECHNICAL SKILLS

Micro Soft Office, Publisher, Outlook Express, Scanning Technology, Advanced Internet Research, QuickBooks, Paychex Payroll Services, Sage MIP Fund Accounting Software, Peachtree Accounting and ADP Internet Payroll Services. Typing: 70 w.p.m.

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