Possess professional speaking abilities (and experience), empathetic
listener and persuasive speaker, excellent interpersonal and
analytical skills and proficient in using technology to enhance data
and information management.
Increased retention rate by 30% by focusing on student needs.
Developed and implemented an automated journal entry system using
Excel.
Created policy and procedure manual for students and faculty in
correlation with North Central Accreditation.
CUSTOMER SERVICE REPRESENTATIVE
2009 - 2011, Teletech
Answer phones and respond to customer requests, sell product and place
customer orders in computer system, provide customers with product and
service information, up-sell products and services, transfer customer
calls to appropriate staff, identify, research, and resolve customer
issues using the computer system, follow-up on customer inquires not
immediately resolved, complete call logs and reports, research billing
issues, research misapplied payments, recognize, document and alert
the supervisor of trends in customer calls, recommend process
improvements and other duties as assigned.
ADMINISTRATIVE MANAGEMENT
2009 - 2009 Human Resource Assistant, CORA Works
A work at home based organization where I assisted HR Manager in
coordinating and administering all functions of human resources
including interviewing, training, recruiting and maintaining employee
records.
2004 - 2005 General Business Manager, Alderwoods Group
Responsible for motivating staff to assure they created and maintained
a premier level of client family satisfaction. Managed the business
operations to achieve the locations' annual financial and marketing
goals. Maintained and motivated the staff to assure they had the
necessary skills to service client family needs. Overseen visitations
and services to be certain they were conducted in a manner that
exceeded the expectations of the client family and friends. Practiced
and promoted teamwork among staff by utilizing a weekly motivational
and support staff meeting.
CAREER DEVELOPMENT
2001 - 2004 Coordinator of Accelerated Programs, University of
Northwestern Ohio
Coordinate and manages all aspects of the adult accelerated program
educational activities, provided oversight of all functions to insure
quality, accuracy and excellence in customer service. Determined
admissions eligibility by verifying potential students' criteria and
complete the appropriate process, reviewed academic progress of
probationary students to determine progress. Evaluated records of
potential graduates to determine if all conditions for awarding
degrees have been satisfied, responded to student and staff inquiries
relating to academic requirements.
ADMINISTRATIVE SUPPORT
1998 - 2001 Office Manager, University of Northwestern Ohio
Maintained office services by organizing office operations and
procedures, supervised office staff, control correspondences, liaise
with other agencies organizations and groups, maintained office
equipment. Supervised office staff by assigning and monitoring
clerical functions, orient and train employees and evaluate staff
performance. also responsible for maintaining office efficiency.
MS Office (High Efficiency), WordPerfect (High Efficiency), MS Works
(Efficient), Lotus (Efficient), C++ (Efficient), Visual Basic
(Efficient)
2002. Bachelor of Science: Business Administration
University of Northwestern Ohio, GPA 3.26
2002. Associate of Applied Business: Information Technology
University of Northwestern Ohio, GPA 3.26
1995. Non-Degree Seeking: Real Estate
Rhodes College, GPA 3.5
1989. Diploma: Medical Office Administration and Transcription
Tampa College, GPA 3.90
Ohio Real Estate (escrowed)
Outstanding service award
Perfect attendance award
Dean's list
Captain of Retention Committee
Co-Coordinator of Graduation Committee
Profile
Selected Achievements
Related Experience
Computer Skills
Education
Licenses
Honors & Activities