ROSA LEE
Memphis,TN
Summary
Highly motivated and results-oriented professional with diverse experience across customer relations, utility services, and financial services. Holds a Bachelor's in Business Administration (Finance) with coursework in Real Estate Principles and Business Law. Skilled in navigating complex situations and driving the achievement of organizational objectives through effective collaboration
Overview
15
15
years of professional experience
Work History
Community Office Credit Counselor
Memphis Light Gas and Water
04.2024 - Current
- Review and analyze legal documents, including sales contracts, lease agreements, deeds, ect.
- Offer expert guidance to customers regarding Division's credit policies ensuring clear understanding and compliance.
- Collaborate with property owners to address disputes and ensure compliance with organizational policies.
- Address customer inquiries about delinquent accounts, providing tailored solutions and guidance on repayment options to facilitate resolution.
- Educate customers on available special programs, assisting them in making informed decisions aligned with their individual needs and preferences.
- Efficiently process service orders, maintaining accuracy and timeliness.
- Collaborate with internal teams to resolve customer issues promptly and effectively, fostering a positive customer experience and satisfaction.
Retirement Plan Service Specialist
Raymond James
10.2022 - 03.2024
- Conduct audits of account activity to ensure transactions meet regulatory compliance.
- Reviewed legal and financial documents to ensure IRS compliance and regulations.
- Created training manuals, guides, and tutorials to support financial advisors in understanding retirement plan accounts.
- Review client requests for corrections, determining the proper course of action, and providing guidance to branch personnel on resolution.
- Maintain knowledge of retirement plan rules and regulations through continuous training.
- Communicate, research, and resolve issues with other internal departments.
HR Employee Solution Associate
FedEx
01.2023 - 08.2023
- Conducted initial phone screenings and coordinated interviews for both English and Spanish speaking candidates, ensuring seamless communication across language barriers.
- Provided translation services and facilitated smooth interaction with Spanish speaking candidates throughout the hiring process.
- Acted as the primary point of contact for new hires, guiding them through preboarding activities and addressing their concerns effectively.
- Resolved HR and payroll inquiries by diagnosing issues, implementing solutions, and maintaining accurate documentation within the HR system.
- Collaborated with HRIS, HRBPs, payroll, benefits, and employee relations teams to address and escalate complex cases, ensuring timely resolution of concerns.
Service Advisor
Memphis Light Gas and Water
06.2014 - 09.2022
- Delivered exceptional customer service while accurately processing a wide variety of requests, ensuring adherence to policies and procedures, critical in property and utility related transactions.
- Conducted thorough investigations into customers concerns, including property related claims, identifying solutions to address issues such as service disruptions and bill disputes.
- Utilized multiple communications channels, including phone, email, and live chat, to assist customers and property owners.
- Educated customers on different strategies to reduce energy cost.
Customer Service Representative
The Advertising Checking Bureau
03.2010 - 06.2014
- Spearheaded energy-saving rebate promotions, driving increased customer engagement and participation.
- Performed in-depth analysis and calculations of utility consumption using historical and statistical data to identify trends and opportunities for efficiency.
- Investigated and resolved complex claims disputes, delivering clear explanations to customers to ensure transparency and understanding throughout the resolution process.
- Provided mentorship and hands-on coaching to new employees during their training, fostering their professional growth and enhancing team performance.
Education
BBA - Finance
University of Memphis
Memphis, TN12-2024
Associate of Science - Business Administration
Southwest Tennessee Community College
Memphis, TN12-2022
Skills
- Bilingual (Spanish & English)
- Compliance
- Customer service
- Computer skills
- Attention to detail
- Critical thinking
- Customer relations
- Problem resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Community Office Credit Counselor
Memphis Light Gas and Water
04.2024 - Current
HR Employee Solution Associate
FedEx
01.2023 - 08.2023
Retirement Plan Service Specialist
Raymond James
10.2022 - 03.2024
Service Advisor
Memphis Light Gas and Water
06.2014 - 09.2022
Customer Service Representative
The Advertising Checking Bureau
03.2010 - 06.2014
BBA - Finance
University of Memphis
Associate of Science - Business Administration
Southwest Tennessee Community College
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