Dawn M.

Morgan
3334 W Caldwell Ave
Visalia, Ca. 93277
Home(559)572 0918
Email dmarie7272@hotmail.com

PROFESSIONAL EXPERIENCE
Acs /Dept of Education Bakersfield 06/09 -09/09
Customer Care Specialist for Federal Student Loans
Responded to telephone inquiries and complaints using standard
procedures
Gathered information, researched/resolved inquiries and logs
customer calls.
Communicated appropriate options for resolution in a timely
manner.
Informed customers about services available and assesses customer
needs. Provided functional guidance, training and assistance
to lower level staff. Provided assistance, training and
troubleshooting support to lower level staff. Scheduled work to
ensures accurate phone coverage; monitors priority of calls and
shifts escalated calls to assure resolution to problems. Prepared
standard reports to track workload, response time and quality of
input. Assisted in planning and implementing department goals and
makes recommendations to management to improve efficiency and
effectiveness. Financial adviser

Department of the Interior/Office of Fee Management Three Rivers

03/07- 06/08
National Park Ranger/Visitor Use Assistant
Fee collector, daily accurate transactions and record keeping.
Processed Inter agency Senior and Access rates or refunds. Reliable
handling of monetary transactions and the written logs of the
transactions. Responsible for securing funds properly. Analyzed
employee shift reports when assisting in the remit process for
campground, entrance station and back country wilderness offices.
Daily visitor enforcement and education of policy, regulations and
law. Responsible for visitor safety and wildlife containment.

Cigna Health Care/Claims Customer Service PPO Specialist 12/05-

02/07
Handled incoming claims inquiries for pending, paid and denied
claims
Worked closely with Dental offices to resolve outstanding claims,
escalated issues, acquired details
Customer support included instructed information for appeals
SBC/Pacific Bell Communications/Roving Floor Supervisor/CSR 01/01-
06/04
Responsible for tracking service and sales performances of sixty
employees. Training and education.
Excelled in providing excellent service, absolute adherence to all
state and federal
regulations and tariffs, multi-tasked 28 different company systems
while
interacting with existing and new customers, in line with all SBC
guidelines,
accurately and efficiently completed orders, adjustments and
account
transitions with little or no errors, while conforming to strict and
ever
changing environment at 100% to goal for my entire employment
with SBC.

Western Financial Bank/Senior Client Service Representative 02/99-

12/01
Provided superior service to all existing and potential clients;
complete all client and bank
transactions with accuracy and efficiency; negotiate quarterly/
annual/campaign
referral/sales goals; meet /exceed assigned telemarketing referral/
sales goals

San Mar Properties/On-Site Property Manager

Duties Included hiring, firing, training, supervising, scheduling, and
pay roll,
cash and credit transactions, accounting, leasing and daily tenant
relations

Additional Education and Awards

West Hills Community College
New Horizons Computer Learning Center
Certificate of Completion Office Integration & Administration
01/13/2002
Certificate of Completion A+Core Hardware & Operating Systems
01/14/2002
Dell Certificate of Completion Client DMS Soft skills- (Non_DSP)
(Customer Service
Qualified) 01/12/2007
Winner of SBC Presidents Club
Western Financial Securities WFL Award
Numerous Monthly and Quarterly Sales/Service Awards
Class A CDL