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

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