Customer Service Project Manager

Tanya S. Rich

**** ******** **. • Fort Washington, Maryland 20744 • 301-***-**** • 240-***-**** • ********@*******.***

Business focused and resourceful professional who provides exceptional support with all necessary functions throughout the

organization. Ability to establish priorities, work under pressure, maintain momentum, and meet strict deadlines . Exceptional

analytical, and critical thinking, organizational, and communication skills. Confident and focused professional with a

commitment to success, ability to lead professionals to new levels of success within competitive markets and fast paced

environments. Offers broad achievements across diverse spheres of the industry. Reputation for consistently meeting

challenging goals with unequaled success.

• • Office • Customer Support and

Leadership/Motivation/Teamwor Administration/Management Assistance

k • Communication/Interpersonal • Program and Project

• Staff Training and Development Skills Management

• Human Resources • Strategic Business • Quality Assurance/Quality

Administration Planning/Analysis Control

• Strong Relationship Building • Continuous Improvement • Customer Satisfaction

Skills Initiatives Enhancement

PROFESSIONAL EXPERIENCE

Office Manager and Trainer, TNT Sparkle & Shine Cleaning Service, Ft Washington, MD, 2009 to Present

Screen, interview, hire, develop, and retain qualified and successful employment candidates train and supervise

personnel. Manage the day to day administrative activities of the organization; answer a high volume of incoming

phone calls on a multi line system, schedule or confirm appointments, provide quality customer support, handled the

procurement of supplies, and monitor/maintain inventory control.

Key Accomplishments and Contributions as the Office Manager and Employee Trainer

• Accurately calculated and processed payroll and utilized excel templates to calculate all expenses

• Conducted comprehensive inspections of work performed to ensure quality and client satisfaction

• Designed/developed marketing and advertising materials for distribution and coordinated job fairs

Project Manager / Customer Satisfaction Improvement Analysts, National Electronics Warranty, Sterling, VA,

2008 to 2009

Prepared and generated reports utilizing Oracle for all part returns from vendors and ensured timelines and

deliverables were met and effectively completed. Conducted comprehensive reviews and analysis of the monitors

and facilitated coaching and review sessions with supervisors to drive improvements. Led educational status

meetings with the Operations manager to inform them on trends or quality disconnect.

Key Accomplishments and Contributions as a Project Manager and Administrator

• Developed and documented business processes and coordinated cross functional with external partners,

produced accurate and detailed Excel reports, and held and led all calibrating sessions

• Monitored and managed system and process improvement initiatives utilizing excel spreadsheets

Financial Service Representative II / Deposit Operations Specialist II, E*Trade Financial, Arlington, VA, 2003

to 2008

Processed and accurately encoded IRA check deposits and provided quality assurance for all deposits over $25,000.

Input all deposits in a timely manner and cross sold bank products to enhance customer relationships. Researched or

analyzed account data to ensure compliance with bank policies/procedures.

Tanya Rich, Page 1 of 2

Customer Service Manager Metrocall Wireless Paging, Alexandria, VA, 1995 to 2003

Conducted comprehensive telephone interviews and scheduled interviews for potential employees. Held open houses

for the recruitment of customer service representatives/sales agents. Provided performance updates to temporary

agencies for temp to hire employees. Supervised motivated, mentored, and evaluated employees and facilitated

effective training and orientation programs. Planned and coordinated workflow to optimize efficiency, accuracy, and

productivity throughout the organization. Responded to and effectively resolved customer complaints in a timely

manner to ensure satisfaction.

Key Accomplishments and Contributions as a Customer Service Manager

• Ensured quality service levels were met and exceeded in accordance with the FCC and NCTA standards and

responded to and effectively resolved customer complaints in a timely manner

• Developed and executed the national expert/escalation helpdesk line which enhanced satisfaction

• Recipient of the Employee Excellence award in 2000 for exceptional contributions and achievements

• Promoted from Customer service supervisor/representative to Customer Service Manager in 1998

• Increased quality control scores from 88% 97% and created quality and performance benchmarks

• Standardized internal call center mail processing procedures, resulting in a $650K cost reduction

• Recognized as the company’s “Performer of the Year” in 1997, 1998, and 1999 for all contributions

EDUCATION and TRAINING

Bachelor of Business Administration degree candidate with a concentration in Human Resources Strayer University

(upcoming student) –Certified Computer Programmer 1983 Yorktown Business Institute

Professional Development Training and Certifications

Total Customer Satisfaction, Coaching and Counseling Training

Time Management, EEOC, and Selecting for Success Training Programs

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