Sheila Norman
Customer Service
Jacksonville,FL
Summary
Detail-oriented professional with 28 years of experience in customer support and financial processing. Demonstrated expertise in efficiently resolving inquiries and educating customers on complex issues. Proven track record of enhancing customer satisfaction and operational efficiency.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Representative II/Financial Processor
Maximus Federal
Jacksonville
02.2019 - 11.2024
- Delivered exceptional customer support via phone and online channels.
- Resolved customer inquiries efficiently utilizing CRM software.
- Collaborated with team members to enhance service delivery processes.
- Maintained accurate records of customer interactions and transactions.
- Educated student loan borrowers on strategies for resolving delinquent accounts.
- Processed financial transactions through Pay.gov in compliance with guidelines.
- Investigated inquiries regarding account balances and billing discrepancies.
- Verified data accuracy prior to processing payments and financial transactions.
Mail Processing Clerk
USPS
Jacksonville
09.2021 - 02.2022
- Processed incoming and outgoing mail with efficiency and accuracy.
- Operated automated sorting machines to facilitate mail distribution.
- Maintained organized workstations to support smooth processing operations.
- Ensured compliance with postal regulations during mail handling tasks.
- Collaborated with team members to meet daily processing goals.
- Conducted quality checks on sorted mail for proper delivery routing.
- Sorted and distributed incoming mail.
- Operated mail processing equipment and manually sorted mail.
- Inspected incoming packages for visible signs of damage prior to processing.
- Utilized automated sorting machines to quickly sort large volumes of mail.
- Labeled boxes and envelopes with correct addresses before sending them out.
- Organized packages according to size and weight.
- Identified undeliverable mail and applied markups to return to sender.
- Loaded mail into cart to prepare for interdepartmental delivery route.
- Sorted and distributed incoming mail to appropriate departments and personnel.
- Handled undeliverable mail in accordance with established procedures.
Professional Debt Collector
ERC (Enhanced Resource Centers)
Jacksonville
06.2016 - 05.2018
- Negotiated repayment plans with clients to resolve outstanding debts effectively.
- Utilized CRM software to track account statuses and document client interactions.
- Maintained customer relationships through effective communication via phone calls and emails.
- Conducted skip tracing to locate individuals for efficient recovery of overdue payments.
- Mediated disputes between clients and the company to achieve satisfactory resolutions.
- Educated customers on rights under state and federal debt collection laws.
- Achieved monthly collection targets through persuasive negotiation techniques.
- Ensured compliance with federal regulations governing debt collection practices.
Professional Debt Collector
ORS Holdings Group
Jacksonville
01.2012 - 06.2016
- Negotiated repayment plans with clients to resolve outstanding debts effectively.
- Utilized CRM software to track account statuses and document client interactions.
- Communicated through calls and emails to maintain strong customer relationships.
- Conducted skip tracing to efficiently locate individuals for overdue payment recovery.
- Collaborated with team members to enhance debt collection strategies.
- Developed training materials for new hires on collection techniques and policies.
- Mediated disputes between clients and company to achieve satisfactory outcomes.
- Educated customers about their rights under state and federal debt collection laws.
Professional Debt Collector
Liberty Holding Group
Jacksonville
05.2010 - 12.2011
- Achieved monthly collection targets by negotiating repayment plans with clients through effective communication.
- Utilized CRM software for efficient documentation of interactions and account status tracking.
- Conducted skip tracing to locate debtors and recover overdue payments promptly.
- Collaborated with team to refine debt collection strategies and share best practices.
- Educated customers on rights under state and federal debt collection laws.
- Monitored compliance with federal regulations governing debt collection practices.
- Resolved disputes by mediating between clients and company to ensure satisfactory outcomes.
- Maintained accurate records of all collection activities for compliance and follow-up.
Education
High School Diploma -
HCI
Brooksville, FL08-2001
Some College (No Degree) - Business Administration And Management
Florida Community College of Jacksonville
Jacksonville, FLSkills
- Customer support and CRM software
- Financial processing and reconciliation
- Data verification and compliance
- Quality assurance and record keeping
- Dispute resolution and communication
- Negotiation and relationship management
- Team collaboration and multitasking
- Problem solving and critical thinking
- Time management and prioritization
- Analytical skills and written communication
Certification
- Personal Computer Specialist
References
References available upon request.
Timeline
Mail Processing Clerk
USPS
09.2021 - 02.2022
Customer Service Representative II/Financial Processor
Maximus Federal
02.2019 - 11.2024
Professional Debt Collector
ERC (Enhanced Resource Centers)
06.2016 - 05.2018
Professional Debt Collector
ORS Holdings Group
01.2012 - 06.2016
Professional Debt Collector
Liberty Holding Group
05.2010 - 12.2011
High School Diploma -
HCI
Some College (No Degree) - Business Administration And Management
Florida Community College of Jacksonville
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