Customer Service Project Manager
Resume:
Fortune Ann Taylor, PhD
Charlote, N C 28216
704-***-**** – home
704-***-**** - cell
Email: ************@***.***
Dean, Academic Affairs - Known for organizational and team leadership, strategic analysis, and
decision-making. Adept at identifying and articulating opportunities and delivering solutions to
complex problems; policy and process development and implementation; operational efficiency.
Experience in both the corporate and education communities which puts me in a unique position
to understand.
Specialties
Strategic planning, team building, program identification, analysis, and resolution, program
development, reorganization, succession planning, continuous process improvement.
Professor, responsible for all aspects of teaching courses in business and management theory,
human resources, curriculum and instruction, curriculum theory, instructional models, and
educational leadership.
Education
Ph.D., Professional Studies in Education July 2008
Capella University, Minneapolis, MN
MSOM, Master of Science in Organizational Management, August 2001
Pfeiffer University, Misenheimer, NC
B.A., Bachelor of Arts in Liberal Studies December 1998
Pfeiffer University, Misenheimer, NC
Professional Experience
DeVry University, Academic Affairs Specialist 2010 – 2011
Responsible for all academic matters including faculty recruitment, hiring and training.
Campus Dean 2002 – 2008
Strayer University, Charlotte, NC
Served as Primary Learning Officer responsible for academic quality. Operated with significant
autonomy and created an academic environment conducive to success. Provided leadership and
strategic direction for all academic units: Counseling; Tutoring; Curricular and Instructional
Studies; Educational Leadership; Accounting; Business; Economics; Health Services
Administration; Information Systems and Marketing. Developed Centers of Excellence within
the campus in accord with University strategic plans. Led the effort for identifying the major
priorities of the campus, including a renewed focus on improving learners oral and written
communication and staff customer service skills. Linked strategic campus planning goals to the
goals and mission of the University.
Adjunct Professor 2002 - Present
Strayer University, Charlotte, NC
Instructs classes in research, management, business ethics and human resources.
Internship Coordinator and General Education Faculty Member 2001 - 2003
The Art Institute of Charlotte, Charlotte, NC
Responsible for student practicum as Internship Coordinator. Initiated marketing plans, research,
budget preparation, conferences, client relations, proposals, and career counseling.
Instructed classes in career search and professional development.
Manager of Leadership Development
SITEL Corporation, Charlotte NC 2000 – 2001
Responsible for delivery of training and leadership programs for call center management.
Supervisor 1998 – 2000
Sprint PCS Sales Supervisor, Charlotte, NC
Supervised customer service and sales teams.
Senior Training Officer 1996 - 1998
PNC National Bank, Charlotte, NC
Responsible for the development and delivery of customer service, sales and new product
training.
Customer Service Supervisor 1994 - 1996
First Data Corporation, Charlotte, NC
Supervised, developed and achieved high productivity as supervisor of a customer service team.
Management Information Specialist 1992 – 1994
Mecklenburg County Government
Established computer protocol for a Robert Wood Johnson Foundation Grant. Trained
community leaders to prepare proposals for neighborhood grants.
Field Support Manager 1990 - 1992
L'Arome International, Deeside Clywd Wales, UK
Managed customer service and order entry supervisors for international and USA independent
distributors.
American Business & Fashion Institute, Charlotte, NC
Adjunct Instructor; Admissions Officer; Night School Administrator 1972 - 1990
Reservations Training Manager 1969 - 1989
Eastern Airlines Reservation Sales, Charlotte, NC
Trained customer service and sales teams and developed instructional resources.
Corporate Citizenship
Afro-American Cultural Center, Arts and Science Council and United Way
of the Carolinas
M emberships
F r iendship M issionary Baptist Church; Unity of Charlotte; YMCA
REFERENCES:
Angela Barcliff-McGee, J.D
Strayer University
Regional Dean Strayer University
401 Providence Road
Chesapeake, Virginia 23325
757-***-**** – Cell
******@*******.***
Dr. Lucinda Blue
Duke Energy Project Manager
5301 Silchester Lane
Charlotte, NC 28215
704-***-**** - cell
*****@****-******.***
Dr. Rufus Robinson
Campus Dean
Strayer University – South Campus, Suite 200
9101 Kings Parade Boulevard
Charlotte, NC 28273
704-***-**** – Office
704-***-**** – Cell
***@*******.***
Janice Burkes
Grant Specialist - CPCC
704-***-**** – office
704-***-**** - home
********@*********.***
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