Customer Service Project Manager

JESSICA DICKENS

J. Dickens

*** **** *******, ********, ** 30093 • USA 229-***-****

• **************@*****.***

Professional Profile

An accomplished Leadership Professional (Program Coordinator, Project Manager, Team Manager, Executive

Assistant, and Paralegal) with 15+ years of experience. 15+Years of exemplary customer service, office

management and business development.

Core Competencies

Proven success planning and directing executive-level administrative affairs & providing support to

corporate officers.

Adept in building strong business relationships with diverse range of clients, coworkers and management

Strong ability to coordinate and complete multiple projects in a deadline-oriented environment

Demonstrated expertise in diverse areas including data entry, telephone support, scheduling, human

resources, bookkeeping, reporting, customer service, project planning, departmental and corporate

budget planning.

Ability to work with diverse cultural backgrounds, while maintaining focus on targeted audiences.

Proficient in MS Office, MS Windows, time management, travel accommodations

Certified Behavior Specialist Paraprofessional

Excels in appointing complementary skills for maximum team effort (effective team building)

Market Research & Scouting

Public Speaking

Effectively communicates management decisions to achieve understanding and acceptance.

Service oriented, capable of identifying problems and resolving.

Case Management

Student and business recruitment and Retention

Ability to multi-task in fast paced environment.

Employment Summary

Dillard’s April 2012 -Present

Sales Associate, Dunwoody, Georgia

• Client relations, assist customers with selection of women’s shoes.

• Sustains stock of women’s footwear apparel.

• Maintain and utilize client contact information regarding new shipment and sales.

• Assist clients in the location of out of stock footwear.

• Implement activities to assist in the maintenance of team morale of sales associates.

• Continuously working with Dillard’s management to improve up sales floor culture through

increasing client shopping experience.

Procter & Gamble Manufacturing Plant (Eastern Personnel) 2009 - 2010

Data Entry Originator/ Call Center Specialist Albany, Georgia

• Answered and routed multi-line 10 + phones

J. Dickens

• Assisted clients with purchase orders and sales discrepancies.

• Minimized complaints by finding solutions, which increased clients service experience.

• Utilized SAP systems for purchases of safety supplies, and to processed client orders.

• Entered and maintained detailed data history of all site orders. Filing, faxing and typing

correspondence as needed.

Phoebe Putney Hospital 2007 - 2009

Patient Representative, Albany, Georgia

• Build strong patient and physician relationship.

• Answered multi-lined phone and forward calls to appropriate person.

• Provided assistance with scheduled patient admissions and discharges.

• Patient Liaison/Advocate

• Communication via face to face open dialogue, and electronic communications regarding patient

protection and privacy, following standard of HIPPA Policies.

• Preserved patient visitor charts and confidential family information files.

• Assisted with the composing living wills at the request patient and family.

• Accurately documented patient information of medical problems and relayed to attending physicians

and nurses.

• Other office duties such as faxing, filing and typing.

Dougherty County School System 2005 - 2007

Office Manager, Albany, Georgia

• Managed general ledgers.

• Processed Accounts payable & receivable.

• Supervised a staff of 18+ employees consisting of paraprofessionals and substitute teachers.

• Processed time, leave accrual, company sponsored and elective benefits of all county

paraprofessionals.

• Planned all school events for the Dougherty County School system.

• Maintained the budget for all school events/activities.

• Assisted in developing the school calendar year budgets.

• Maintained productive working relationships with external educational partners to secure additional

funding for Dougherty County Schools.

• Negotiated contracts to maximize and maintain an encouraging culture of learning for all students in

Dougherty County Schools.

• Served as a liaison for the students, parents and principle.

Turner Job Corp. 2003 - 2005

Student Scheduler/Attendance Specialist, Albany, Georgia

• Enforced schools system leave/ attendances policies while integrating core values.

• Assisted with the scheduling of student tutoring training.

J. Dickens

• Career Counseling for the development and wellbeing of students.

• Adult literacy training program assistant.

• Compiled various data reports.

Albany Chamber of Commerce, Convention and Visitors 1996 - 2002

Executive Assistant/Interim VP, Albany, Georgia

Organized the overall event plans/execution. Collaborated in development of budgets, venue

selections, invitations design and distribution.

Chairperson of Cooperate sponsorship for Cancer Society of Albany”. Through strategic planning,

fundraising and creative volunteer guidance, raised over $75,000.00 in donations.

Supervised and coordinated staff during city wide charitable events and conferences up to 1,000

guests.

Spearheaded pilot program, “Explore Albany”, dedicated towards the youth of Albany to enrich &

educate their developing minds and knowledge base about the city of Albany.

Awarded state of Georgia Hospitality and Tourism Award for developing the “P.I.E. Program”, a

healthcare based assistance program designed to aid socioeconomic challenged families with

healthcare.

Assisted with the development of Customer Service Program, which revamped the service. industry,

by establishing training and incentives on “Great” customer service.

Traveled to several states to serve as a representative of Albany to do bidding for various. Trade

shows and events for the city of Albany.

Lead in the production of many advertisements & designs.

Interviewed, trained, developed and assigned priorities to event associates and staff members.

Assisted in budget creation, forecasting, and inventory reconciliation.

Purchase Orders and supply inventory.

Technical Skills

Proficient

Typist - 60 WPM.

Data entry: Microsoft Word, Excel, Outlook, Access and Publisher.

Office machines: fax, copier, and imaging programs.

Educational Profile

Argosy University, Master’s Program, Public Health (30 of 45 hours completed)

Albany State University, Albany, Georgia (Bachelor of Arts – Psychology)

Darton College Albany, Georgia (Associate – Human Resource Management)

J. Dickens

J. Dickens

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