Rosalyn Wright
Summary
Strong leader and problem-solver dedicated to streamlining operations processes to improve employee performance promote organizational efficiency.
Uses independent decision-making skills and sound judgment to positively impact company process.
Customer-focused professionalism with 30+years of Customer care and satisfaction in busy business environments. Detail-oriented team player with strong organizational skills. Ability to handle various department projects with a high degree of accuracy.
Assisted co-workers with call handling and other issues where assistance was needed
Overview
31
31
years of professional experience
Work History
Poll Manager
Fulton County Election Dept (Only During Election)
03.2019 - Current
- Manage and contact clerks to assign job responsibilities prior to election day to make sure that staffing is adequate
- Contact poll facility in advance of election to arrange entry into the voting facility to setup for election day
- Pick up election supplies and verify correct equipment has been received for the precinct by matching equipment seals to recap forms
- Making sure that all signage has been set up correctly inside and out side of the polling facility
- Set up the election poll on Monday before Election Day by making sure that all equipment is functioning and assembled correctly in the polling facility. Make sure that voting tables and chairs are arranged for easy access in and out of the facility for the voters. Equipment is then locked down and sealed for election day
- Have all staff to take oath of office, and sign time sheets
- Perform all necessary preliminary equipment work to ensure that the poll open promptly at 7:00 am
- Open polls, conduct elections, resolve problems, provide instructions, and answer questions to assist staff as well as voters during the course of election day
- Close out polls, print reports, pull tapes from voting units and perform the close out accumulation process
- Complete recap sheets and paperwork as necessary to account for the ballots and voters
- Disassemble units, return memory cards, equipment and supplies to check-in locations for validation
Licensed Insurance Producer
Primerica Financial Services (P/T)
01.1993 - Current
- Attended required continuing education courses and workshops to maintain insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Promoted products and services using upselling and other sales strategies.
- Generated quotes and proposals for clients to match individual needs.
- Provided product knowledge and guidance to help clients on product selection.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Followed up promptly with interested clients to close sales.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Calculated premiums and established payment methods for sales.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Underwriter
Department Of Community Affairs
03.2021 - 06.2023
- Worked with Landlords and tenants in reviewing, processing, and underwriting applications submitted via an online portal emergency rental and utility assistance
- Ensuring that all required documentation was submitted by both landlord and tenant based on the federal guidelines and policies for the program
- Communicated daily with landlords and tenants via the portal or phone regarding the accuracy, approval, or denial of their submitted documents.
- Analyzed income information and documents submitted to determine compliancy during the processing and underwriting process
- Identified and resolved application discrepancies for accuracy and compliance with federal regulations.
- Prepared applicant files for managements review and final approval before funds were released
Census Enumerator
U S Census Bureau (During Census P/T)
04.2020 - 07.2020
- Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
- Visited assigned neighborhoods and knocked on doors to encourage participation in Census.
- Maintained and submitted records of hours worked, miles driven and expenses incurred to facilitate accurate reporting measures.
- Met with supervisor to review procedures, report issues or concerns and receive instructions.
Office Clerk
Hillstone Construction
03.2012 - 06.2013
- Interacted with customers by phone, and email to provide information.
- Provided clerical support to company owner by copying, faxing, filing invoices, and maintaining receipts from daily work transactions for construction supplies, gas, food, and other incidentals
- Responded to inquiries from callers seeking information.
- Maintained organized files and stocked supplies ordered to support owner and maximize performance.
- Worked part-time with account payable and accounts receivables
- Responsible for the inputting of invoices, and
- Maintained records for year end mailouts or email of 1099 forms
Customer Service Specialist
N A Williams Inc
03.2010 - 06.2012
- Addressed customer complaints from Autozone stores and mitigated dissatisfaction by calling verifying issue and addressing customer concern
- Resolved concerns with products or services to help with retention
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor as necessary
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer issues with equipment and worked on spreadsheets to discuss and come up with resolutions
Reverse Mortgage Specialist
Security One Lending P/T Contractor
09.2003 - 11.2009
- Developed and maintained relationships with customers, lenders, and Attorneys.
- Evaluated loan requests and origination documents to verify accuracy and completeness.
- Originated loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork to be sent to the underwriters
- Met with seniors and their families to discuss the Reverse Mortgage program
Inside Sales Representative
H D Supply Multi Housing Division
06.2002 - 02.2009
- Received incoming calls from the multi housing clients regarding supplies needed to complete apartment work orders by providing knowledgeable and friendly support of inventory
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Worked with new coworkers on friendly and professional customer interactions.
- Informed customers of promotions to increase sales productivity and volume.
- Kept detailed records of daily activities through an online customer database.
- Placed orders, scheduled deliveries, reviewed, and resolved billing issues
- Prepared deposit receipts, maintained and reconciled monthly deposit reports for walk in clients.
Department Trainer
First Union Bank
06.1993 - 02.2003
- Reached out to managers and team leaders to source requirements for training and identify employee needs.
- Prepared and updated training manuals, or handouts and orientation packages
- Supported and coached employees as part of successful training initiatives.
- Provided coaching and mentoring to tenured employees.
- Traveled to other states to set up new accounts and write account procedures
- Created forms and spreadsheets for statistical data,
Customer Call Center Representative
Sprint PCS
04.2000 - 03.2002
- Answered incoming calls in busy, fast-paced global call center.
- Resolved customer complaints and addressed emergency requests and needs for cell phone services.
- Researched issues through identification of similar past problems with cell services and recommended the most appropriate solution.
- Documented and detailed calls and complaints using call center's CRM database by adding notes to customer accounts. Reaching out to management for issues that needed management assistance
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades, or new offerings available under current plan.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Certification - Business Office
Atlanta Technical College
Atlanta, GACertification - Accounting
Atlanta Technical College
Atlanta, GANo Degree - Social Services
Atlanta Metropolitan State College
Atlanta, GAHigh School Diploma -
Frederick Douglass High School
Atlanta, GA06.1971
Skills
- More than 30 years of Customer Relationships and Service Management
- Team Leadership
- Verbal and Written Communication
- Invoice Reconciliation
- Procedural Streamlining
- Issue and Conflict Resolution
- Productivity Performance
- Employee Training
- Managing Files and Records
- Scheduling and Coordinating of new employees
Additional Information
PROFESSIONAL AFFILIATIONS:
Lamb of God MBC Gospel Choir
Lamb of God Missions Ministry
J.H. Denson Memorial Choir
Westend Coalition Community Group Inc
America Raves Inc. Non-Profit Advisory Board
OTHER EXPERIENCE:
Microsoft word, excel, publisher, power point and various other systems
Timeline
Underwriter
Department Of Community Affairs
03.2021 - 06.2023
Census Enumerator
U S Census Bureau (During Census P/T)
04.2020 - 07.2020
Poll Manager
Fulton County Election Dept (Only During Election)
03.2019 - Current
Office Clerk
Hillstone Construction
03.2012 - 06.2013
Customer Service Specialist
N A Williams Inc
03.2010 - 06.2012
Reverse Mortgage Specialist
Security One Lending P/T Contractor
09.2003 - 11.2009
Inside Sales Representative
H D Supply Multi Housing Division
06.2002 - 02.2009
Customer Call Center Representative
Sprint PCS
04.2000 - 03.2002
Department Trainer
First Union Bank
06.1993 - 02.2003
Licensed Insurance Producer
Primerica Financial Services (P/T)
01.1993 - Current
Certification - Business Office
Atlanta Technical College
Certification - Accounting
Atlanta Technical College
No Degree - Social Services
Atlanta Metropolitan State College
High School Diploma -
Frederick Douglass High School
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