Charise S. Weaks-Tennille

***** ****** **** *******, ** 48235 248-***-****

acgckc@r.postjobfree.com

Objective

To obtain a challenging, growth oriented position where I may utilize

my strong business organizational, interpersonal and leadership

skills.

Experience

Minacs, Call Center Farmington Hills, MI February 2011 -

July 2014

Team Leader

. Management of day to day operations

. Monitor, track and report operational metrics (Ensure that quality

standards are met or exceeded)

. Handle calls through 1-800 line and/or escalated calls

. Escalate program or operational issues to appropriate Operations or

Program Manager with recommended resolution

. Provide daily leadership, guidance/assistance and support to

department personnel

. Monitors and manages absenteeism

. Process payroll for self and subordinates

. Maintain personnel files

. Ensure company communications are distributed to CSR in a timely

manner

. Communicate department and organizational objectives and goals to

direct report.

. Prepare and conduct performance evaluations/one on ones

. Assess individual training needs and ensure needs are met

. Monitor and safeguards ISO 9001 standard compliance

. Document departmental procedures and work instructions in compliance

with quality standards

. Regularly review departmental processes and work flows with view of

improving efficiency and to ensure compliance with policies and

standards.

. Identity process improvement and implementation in daily operations

. Participate in company -wide initiatives (ISO, staff development,

policies /procedures,)

. Any additional duties assigned by management

. Administered the 2013 Escape / Fusion Recall (12S41) for Ford Motor

Company customers.

. Administered the 2013 C-Max Mileage Bonus Awards for Ford Motor

Company customers.

. Trained agents to

Credit Acceptance, Call Center, Southfield, MI June 2011 -

June 2012

Collector

. Set payment arrangements and processed payments.

. Contacted customers who where behind on their auto loan.

. Set objections and developed creative solutions to help bring

consumers current.

. Ensured that the customer information accurately maintained.

. Supported additional consumer service requests.

Minacs, Call Center Farmington Hills, MI September 2006 -

February 2011

Customer Service Representative

. Process arbitration and settlement awards given by the Better

Business Bureau and Ford Motor Company for Ford, Lincoln and

Mercury customers with lemon law and non lemon law claims.

. Maintain approximately 50 repurchase/replacement, FSE repair, ESP

or incidental check award cases to meet a 30, 45 or 60-day

compliance deadline, daily contact with customers and dealerships.

. Clarify attorney, customer and dealership questions based on

corporate decisions, and state mandated laws, processes and

procedures.

. Schedule customer, dealership and Ford Engineer repairs /

assessment via email and phone, etc.

. Advise customers and attorneys on vehicle condition, and Ford Motor

Company recommendations and procedures based on dealership and

engineer assessment.

. Enter and retrieve information from CuDL, CQIS and AWA to generate

daily and monthly reports.

. Monitor various spreadsheets so that Ford Motor Company will be in

compliance for Lemon Law State Award cases.

Minacs, Call Center Farmington Hills, MI October 1998 -

September 2006

Team Leader

Coordinate and administer various programs with Ford Customer Service

Division.

. Coordinated with the client on program implementation

. Processed and maintain client/dealer supply orders for the Dispute

Resolution Program

. Provided consumer support regarding complaints and case status

. Consolidated and manage client billing

. Managed Ford Motor Company's Lemon Law distribution to dealers

. Provided assistance to the Supervisor/Program Manager on program

status and improvements

. Produced several Client reports on a monthly basis

. Trained and assisted the DSB Administrators on a daily basis

. Entered and retrieved information from CuDL, CQIS and AWS to

generate daily and monthly reports.

. Employee Recruiting

. Oversee the DSB Administrators

Phoenix Group, Call Center Farmington Hills, MI October 1997

- October 1998

Program Administrator

Coordinate and administer various programs with Ford Customer Service

Division.

. Process and maintain client/dealer supply orders for the Dispute

Resolution Program

. Provide consumer support regarding complaints and case status

. Consolidate and manage client billing

. Coordinate Ford Motor Company's Lemon Law orders to dealers

. Coordinate Fast Lube Flyers/Postcard program for Ford Motor Company

Vista Group/JMR, Southfield MI December 1987 -

October 1997

Customer Service Representative

Coordinate and administer various fulfillment programs with Ford

Customer Service Division.

. Managed and supervise nationwide Dispute Resolution Program for

Ford Motor Company

. Coordinate with the client/Account Executive on program

implementation

. Process and maintain client/dealer supply orders for the Dispute

Resolution Program

. Provided consumer support regarding complaints and case status

. Consolidate and manage client billing

. Managed Ford Motor Company Lemon Law Form distribution to dealers

. Administrated an electronic Ford Credit payment program designed

for automotive dealers

. Managed General Motors Mini Chip and Transparency program

. Provided switchboard support

F & M Super Drug Store, Farmington Hills, MI October 1993

- July 1996

Supervisor

Responsible for the daily activities of a supervisor for a 4-8-person

cashier crew and stock personnel.

. Responsible for all aspects of customer service

. Inventory maintenance and daily deposits

. Designed window and in store displays

. Recruited, train and manage employees

. Maintained cashier records

Education

. University of Phoenix September 2008 - Present

. Michigan Paraprofessional Training Institute Graduated

August 1988

. Henry Ford High School Graduated June 1987

Strengths

. IBM System 36, AS 400, Microsoft, Oracle, CuDL, AWS, CQIS, RAV

Online and FMC360

. Ability to work well with others

. A quick learner who adapts to change easily in a constantly

changing environment

. Self starter, who believes in seeing a project through to

completion

. People oriented person

. Organized and accurate in daily responsibilities

References

Available upon request

Contact this candidate