Customer Service Manager

Nedra L. Johnson

**** ******** *****

Mobile, AL 36609

Home: 251-***-****

Cell: 251-***-****

Email: ********@*********.***

SUMMARY: I have a Bachelor of Science Degree plus 26 years of work experience in positions such as: center manager for Check Into Cash Center, credit counseling, project administrator , purchasing agent, Self-Sufficiency Coordinator via Section 8 program, supervisor with FEMA for two years after Hurricane Katrina, supervisor for the US Census Bureau, further experience in, organization and planning, negotiations, mortgage lending, customer service, conflict resolutions and cost analysis. I look forward to using my education, experience and professional work ethic with your company.

STRENGTHS:

Self Directed

Detailed Oriented

Initiative

Cost Conscious

Prioritizing

Managing

Team Building/Training

PROGRAMS:

Word

Excel

Access

Power Point

Lotus Notes

Windows XP

Adobe

MS Project

SAP

Education:

Bachelor of Science: Business Administration

University of West Alabama, Livingston, AL

Diploma: McIntosh High School, McIntosh, AL

EXPERIENCE:

Check Into Cash, Center Manager: 01/2012 to Present

Job Description Summary: Responsible for the administration and efficient daily operation of a center, including operations, lending, collection, product sales, customer service, and safety in accordance with the Company’s objectives. Develop new business by offering payday loans, check cashing, money orders, money transfers, bill pay and any other product or service that the company offers.

Duties: Supervise and schedule employees to ensure proper center coverage. Oversee compliance of center with established Company policies and standards, such as safekeeping of company funds and property, personal practices, security, transactions and record-keeping procedures. Perform recruiting by interviewing and recommending the most qualified applicant to meet the needs of the center. Solve problems that affect the service, efficiency and productivity of the center. Train, coach and manage center employees in all Company’s policies and procedures. Successfully complete required regulatory and company’s mandatory training programs within the specified timeframes. Achieve individual and center goals through increase of new business, referrals, retention of current customer relations and managing the collection process. Conduct employee evaluations and corrective actions measures as directed by my Area Manager or District Manager, and other duties required or as necessary.

Evonik, Degussa, (via Austin Contracting): Purchasing Administration Assistant / Maintenance Data Entry Clerk: 07/2010 to 09/2011( was a temporary position)

Duties: input all closing statements from maintenance work orders into the computer system using the SAP

Program. Advise and assist in planning process as necessary. Anticipates problems and appropriate solutions.

Assist with scheduling, time keeping, and other duties as needed. Provide clear, concise, and timely communication

with the Planners and upper management regarding maintenance work orders and ways of improvement.

Participates in weekly safety meetings. Performs special assignments as required. All other duties and responsibilities as assigned. Assisted the purchasing department ,which included data entry, maintaining and entering purchase orders, maintaining and compiling purchasing reports, and working with accounts payable regarding supplier and vendor invoices.

U.S. Department of Commerce Bureau of the Census: Enumeration/Crew Leader: 03/2009 to 07/ 2010

(was a temporary position).

Duties: I supervised 12 workers called Enumerators. I schedule each worker to their assigned area, where they go door to door to take the 2010 US Census. I meet with the entire crew every day to view their work and approve it, or return it for completion and accuracy. I meet with my supervisor each morning where my work with the crew is further viewed for total accuracy. Performed weekly payroll, assigned duties and intervened when an Enumerator had an irate or hostile situation to get it resolved. .

FEMA– GS-0301-07 Recertification Specialist Supervisor: 03/2006 to 02/2008

For Hurricane Katrina Assistance: (was a full time two year, temporary position).

•Supervised caseworkers daily performance and accuracy in administering the Recertification Program for Hurricane Katrina applicants in the Long Term Recovery Program. Did Bi-Weekly payroll. Compiled weekly and monthly progress reports for upper management. Approved or denied caseworkers recommendations

of further assistance based on written policy and procedures. Performed monthly Quality Assurance Reviews and forwarded results to the Regional Office. Conducted quarterly performance evaluations on caseworkers. Provide verbal and/or written disciplinary warnings when necessary.

•Developed and implemented accountability procedures increasing customer satisfaction to 98%.

•Increased productivity 75% through innovative tracking and filing system.

•Created documentation system for caseworkers ensuring policy adherence and accuracy.

Prichard Housing Authority – Family Self-Sufficiency Coordinator: Prichard, AL: 08/2003 to 02/2006

•Established and maintained escrow accounts for qualifying participants in the Section 8 Program of Self Sufficiency. Coordinated and managed the Program Coordinating Committee. Redesigned and revised the HUD approved FSS Action Plan. Responsible for assessing individual needs, monitoring

participant progress, determining services needed and match the participant with appropriate providers.

•Organized and negotiated new GED Program with 50% success rate.

Consumer Credit Counseling Service: Certified Credit Counselor: Mobile, AL: 08/2000 to 08/2003

•Successfully passed all seven required exams via the National Foundation for Credit Counseling and received my certification. Counseled clients on budgeting, money management, debt management, and set up successful repayment plans for all unsecured debts to achieve good credit restoration. I coordinated and managed monthly first time home buyer seminars for clients and the general public. I further counseled clients on homeownership, mortgage delinquency, (and how to prevent it), reverse mortgages, mortgage lending, and proper home maintenance.

World Omni Financial: Customer Service Specialist: Mobile, AL: 09/1991 to 08/2000

•Successfully managed a caseload of over 600 customers in the automobile finance industry for Southeast Toyota, a division of JM Enterprises. Via telephone I assisted automobile dealerships and customers with all areas of questions, concerns, complaints, suggestions, and contracts; assuring each call was provided excellent customer satisfaction in a prompt and professional manner, and that each call received the results they were calling regarding.

References Provided Upon Request

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