(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Career Overview

Looking for the opportunity to make a difference in Customer Service.

Summary of Qualifications Provided consistent customer service to all customers in different lines of business, which allowed quick opportunities for advancement. Earned a reputation throughout 4+ year career at Wachovia/Wells Fargo for serving as a leader and motivator; facilitating and building effective work teams and building/maintaining strong relationships with peers, partners, and clients. Experience recruiting and hiring new team members as a "Targeted Selection" trained team leader and developing employees for promotion into management. Skills for establishing goals, evaluating employee progress through milestones and providing on-going feedback. 10+ years experience in call center customer service arena. Jan 2013 ­ current Church Furniture Store Rocky Mt, VA Experience Church Consultant Responsible for providing sales and customer service to customers calling in to place orders including obtaining shipping quotes from our trucking companies. Responsible for placing their furniture order, processing the customer's payment, processing the customer's order to be prepared for shipment, sending the customer email confirmations, and entering the order information in the system. Responsible for following up with customers about upcoming shipments, including providing tracking numbers, and providing trucking information Responsible for providing product knowledge to our customers including sending out sample fabrics and/or wood stains, if need be. Responsible for mailing brochures to customers upon request. Sept 2011 ­ Jan 2013 Avon Sales Representative Roanoke, VA Team Leader Provided one on one coaching and training for a team of 70 representatives to produce, and maintain sales, and sales goals for company growth and personal profit. Met with representatives to assist on how to build their businesses. Met with individuals to provide presentations on how to get started with the company and be successful. Contacted individuals daily upon request for assistance on product knowledge or database assistance. Contacted individuals daily to offer encouragement and ask if assistance was needed in any way to promote their business. 2006-Sept 2011 Wachovia/Wells Fargo Bank Roanoke, VA Operations Processor I Responsible for processing/researching returned mail by using various online systems and customer information to identify key information in order to route items properly. Process address change corrections for customers. Performing data entry and update necessary account information by phone and computer. Performed an array of operational tasks to take accountability for entire process, from receipt of work/item to resolution and closure which required coordination of information from various operational areas and customers while maintaining departmental goals and required stats. Banker 3/Transitional Desktop Banker Receive incoming calls from current and potential clients, assisting with account issues, while observing opportunities for sales. Speak with and direct clients to other lines of business as a continuous effort to ensure one ­and- done service. Responsible for ensuring ease of business for former Wachovia customers transitioning to Wells Fargo while using PACT model strategy to meet customers' financial needs to its full potential. Team Support Leader (interim) Managed a team of representatives, including taking appropriate actions with representatives due to failing to adhere to required daily statistics, maintained peer to peer coaching, listened to recorded calls to provide positive feedback and creating eccentric ideas that will continue to build team morale in a supportive manner to ensure statistics are continuously maintained.

Core Strengths
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Educational Background
Franklin County High School Rocky Mount, VA Expected in 1990 Diploma : Business Administration - GPA : Business Administration
Tidewater Tech Virginia Beach, VA Expected in 1992 Diploma : Computerized Accounting - GPA : Computerized Accounting
Work Experience
Loan Depot - Accounting Clerk/ Accounting Mail Clerk
Louisville, KY, 01/1999 - 01/2001
  • Taught and coached a team of new employees, helping to ensure all business policies, techniques, and job duties are fully understood and being maintained by end of employees orientation period.
  • Handled Inbound Customer Service calls regarding customer's billing issues.
  • Placed and removed accounts on hold due to past due amounts.
  • Resolved customer's accounts by offering payment arrangements or processing credit card payments, or processing third party adjudications.
  • Processed all incoming mail for company including posting payments to customer's accounts and forwarded payments to corporate office.
  • Responded to all customers' correspondence by letter or by phone to resolve any and all customer concerns.
Mastec - Customer Advocate Supervisor
Manheim, PA, 01/2001 - 01/2003
  • Responsible for handling all irate calls for the company.
  • Responsible for addressing any concerns by the customer.
  • Properly addressed any compliance issues after reviewed by corporate office.
Matria Healthcare/CCS Medical - Documentation Specialist
City, STATE, 01/2004 - 01/2006
  • Customer Service-Inbound Answered inbound calls from patients to place orders, or answer any questions or concerns dealing with their diabetic supply reorder.
  • Request, review and process necessary paperwork for patients to receive company supplies.
  • Call physicians' offices to obtain verbal authorization for the patient or to request new authorizations for the patient, per patient's request.
  • Call patients for reorder if necessary.
  • File supply orders with patient's insurance accordingly.
Additional Information
  • Miscellaneous Active participant in Great Place to Work, Women of Color, Black African American Employee Resource Network, Diversity Champion, Customer Loyalty Champion, Mentor Program, Rising Star, Disability Awareness Attendee
billing, credit, Customer Service, diabetic, insurance, mail, office, policies, phone

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School Attended

  • Franklin County High School
  • Tidewater Tech

Job Titles Held:

  • Accounting Clerk/ Accounting Mail Clerk
  • Customer Advocate Supervisor
  • Documentation Specialist


  • Diploma
  • Diploma

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