Received inbound calls in a fast pace/high volume call center. Protected sensitive guest information.● Coached employees to successfully resolve credit customer issues and identify proper criteria for call escalation. Handled escalated calls.● Calculated, adjusted and processed check debit credit card payments and read required script to customer.● Educated customers on how to read statements and understand the details of credit plans including and understanding of annual and monthly percentage rates.● Verified and updated personal information including name, address, date of birth and social security number.● Researched past billing statements for discrepancies. ● Recalculated customer payments due to returns, exchanges, or quoted payments that must be within federal guidelines of payment terms.● Adjusted and processed credits and rebates on accounts. ● Requested lock box searches and corrected misapplied payments.● Assisted customers with online services including registering, placing orders, processing payments and setting up recurring payments.● Supported stores with merchandise information, point of sales assistance and customer care issues. Answered questions and served as liaison between customers and stores.● Utilized various office equipment/computer programs including Microsoft Office, Credit Customer Service, Remedy and Workday● Assisted Credit Customer New Hire Training classes for recently hired employees.● Selected to work on pilot team for remote workers.

Implemented federal, state, and local grants policy and procedures initiatives to eliminate poverty. Supervised a staff of 4 at a satellite location. ● Reviewed an average of 200 assistance applications per week. Authorized, adjusted and denied monetary benefits. Returned applications to staff for correction if necessary.● Worked closely with utility service companies to confirm account information, payment history, copayments, pledges and scheduled restoration of electric and gas service and benefit reversals.● Educated clients on how to read their electric and gas bill statements and explained the difference between utility account budgets, payment plans, home energy assistance credits and how to prevent defaulting on those plans. Responded to questions and concerns.● Investigated and addressed complaints and made recommendations for improvement. Addressed performance issues through coaching and administering verbal and written warnings if warranted. ● Assisted in the development of programs for community residents. ● Conducted studies and surveys. Made food referrals and assisted with finding housing and employment.● Promoted and maintained a safe and secure facility. Addressed and reported safety issues as necessary. ● Reviewed and approved paid time off and completed bi-weekly timesheets. ● Managed the operation of the food pantry, which included conducting inventory and ordering food.● Attended training and meetings. Prepared meeting agendas. Recorded and transcribed minutes.● Trained new hires. Identified and recommended training opportunities to promote staff development.● Identified and reported suspected fraud to the State of Ohio Integrity Department.● Attended various community and block club meetings and worked with elected officials to address community issues such as increasing availability of fresh fruits and vegetables at urban area corner stores● Prepared reports, documents and correspondence.

Interviewed clients and gathered information to determine eligibility for services. ● Conducted outreach to build relationships with the public. Staffed information booths throughout the city to support events including National Night Out / Child Abuse Awareness Events / Job Center and Job Fairs / Homeless Connect and church functions. ● Maintained community resources and relationships with community organization. Acted as liaison between clients and other agencies.● Provided intake, assessment and case management. Investigated issues regarding denial of benefits or services.● Completed intake forms and entered customer data into the computer system. ● Calculated income according to program guidelines in order to determine eligibility for services.