Customer Service Management
Resume:
Andrea V Jefferies
**** * ******* *** *** 2C Chicago IL 60649
************@*****.***
Profile
More than 7 years successful experience in Office Management and the Director of Childcare Centers along with over 7 years of experience in customer service and technical support. I also have 7 months experience in the hospitality industry as a Reservation Agent, with recognized strengths in account maintenance, problem solving and troubleshooting, sales staff support and planning/implementing
Pro active procedures with various systems to avoid problems in the first place.
Skills
Lotus 1-2-3, Microsoft Excel, Word Perfect, Microsoft Word, Windows Vista, Windows 7, Avaya Phone Panel, Citrix, and Journey, Nice, Vosco and Cisco Phone Systems. I have the ability to train, motivate and supervise employees. I am a team player and am acknowledged as a "Total Quality Customer Service Professional".
Employment
12/2014-5/2015 Ultimate Staffing/Career Education Corporation, Chicago, IL IRC Coordinator
Contacting potential civilian and military students and currently enrolled/withdrawn students regarding their interest in online and ground campus Education to obtain a AS, BS, Masters, Doctorate at American Intercontinental Univ, Colorado Tech Univ, Le Cor Don Bleu, Sanford Brown College,and Briarcliffe College.
12/2013-Present Baste Financial Services DBA Liberty Tax, Chicago, IL Tax Preparer
Preparing current year, prior year and amended tax returns for individuals with W2’s and Self Employment income. Seasonal Position.
10/2013-Present NORC University of Chicago, Chicago IL Interviewer I
Interviewing residences and businesses and collecting important data for organizations like the CDC, State of California, Associated Press, Project HOPE, Harvard University and many others regarding Social Science Research
10/2012-12/2012 Department of Human Services, Chicago IL Personal Assistant
Cooking, cleaning, grocery shopping, washing, putting quadriplegic patients to bed, dressing, issuing medication
6/2010- 2/2011 Hilton Worldwide, Carrollton TX Reservation Agent
Booking reservations for HHonors account holders, group events, travel agents, corporations and guest located worldwide. Retain new accts and cross sell packages, Hilton Grand vacations and upgrades. Resolve customer challenges effectively and in a timely manner.
4/2010-7/2010 US Dept. of Commerce Census Bureau, Dallas TX Enumerator
Collected data from home owners whom did not successfully complete in a timely manner there 2010 census questionnaire and conduct door to door interviews with homeowners, neighbors and local city officials.
5/2006-6/2010 Jefferies Childcare aka Hollywood Childcare, Wylie, TX Director/Owner
Maintain Daily records of attendance, health, incident/injury reports for all children enrolled in daycare facility per State of Texas regulations through DFPS, provide a safe and fun environment for all children ages 0-12, create daily educational curriculum to encourage cognitive skill development and a healthy meal schedule.
8/2005-5/2006 Knowledge Learning Corp, Coppell TX Site Director
Operated a afterschool program for DISD Elementary School Forest Ridge, collected weekly tuition from parents and communicated with school office personnel and teachers regarding children’s day to day progress or setbacks, provide tutoring assistance, stimulating age appropriate indoor and outdoor activities and daily snacks. Supervise afterschool program aides
5/1999-2/2006 United Parcel Service, Baldwin Park, CA Operations Management Specialist
Dispatch Drivers daily for On Call Air and Ground package deliveries and pic ups, obtain and retain new and regular local and international accounts, download drivers daily pickup and delivery records for tracking purposes and loss management department, input daily payroll, vacation, disability data, Supervise customer counter support and hub clerical processors, investigate claims for damaged and/or lost/stolen parcels, maintain and extract daily pertinent reports for logistics and transmit the data.
*Key support trainer for Reservations and Customer Service Call Centers *Maintained excellent average handle times on calls *Recognition by customers for 100% voice of customer *Created customer satisfaction survey drastically reducing problems*
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