Executive Director with Customer Service and Nonprofit Experience
Resume:
TARA Y. MICKENS
PHONE: 423-***-**** ***********@*****.***
EXECUTIVE DIRECTOR & OPERATIONS MANAGEMENT
International Business Development Master’s Teaching Certification
Successfully managed 120 person fulfillment center and E-Commerce services.
Excercises extreme professionalism with independent thinking, achieving corporate goals.
In-depth integration with a structured approach to business development strategies and management processes.
Intelligence position, transforming business customer services to driving strategic expansion.
Customer Services
Supervisory Skills
Brilliant Leader & Communicator
Human Resources Management
Superior Operations
Articulate Engagement
Accomplished Account Liaison
Non-profit Management
Recognizes Opportunities & Acts
Extraordinary ability to develop business relationships with key accounts, stakeholders and business partners.
Outstanding negotiator with ability to influence favorable outcomes for all concerned parties.
Ability to lead, capturing the “big picture” of shareholder expectations.
PROFESSIONAL EXPERIENCE
INTERNATIONAL CONGRESS OF CHURCHES & MINISTERS, Chattanooga, TN
Director 2012-Present
Accomplishments:
Increased revenue gains, directing licensing for “non-profit entity” related product and services, including providing licensing for ministerial credentials, 501c3 Group Exemptions, Entrepreneurial Certification and Grant programs.
Successfully certified and processed client requests and applications, acting as Liaison for client with legal team, IRS, Board of Directors and State Offices.
Directed and developed staff through application of established human resource policy and company procedures.
Marketed the company’s products and services, creating community awareness.
Successfully planned and tripled attendance at company’s Annual World Conference Gala event.
Developed recruiting programs for members.
Provided excellent customer services, resulting in high client member retention rate.
Supported the CEO/Owner in all aspects of the business, including technical writing and training staff.
HOMESERVE USA, Chattanooga, TN
Customer Advocate 2010-2012
Accomplishment:
Successfully handled all aspects of customer service, including investigations, resolving customer complaints and reporting to all levels of management.
Directed multiple departments and external agencies to resolve customer concerns.
Developed staff through mentoring, training, and application of first-level human resource policies.
Identified improvements in business procedures through weekly/monthLy reporting and meetings.
Managed customer experience, setting expectations and providing timely updates.
Reviewed and processed requests for reimbursements.
Prepared written responses to customers and external agencies, such as Better Business Bureau, Attorney General, Department of Insurance, and Public Utilities, in a timely manner.
Resolved customer issues from sales to final resolution, exceeding goals of 48 hour resolution.
Retention of customers with low “cost per save.”
TARGET CORPORATION, Chattanooga, TN
Consumables Manager 2009-2010
Accomplishments:
Promoted to Management of consumables from sales floor position.
Responsibility for products included baby food, pet food, café and dated products.
Developed, trained, and managed sales staff, initiating results oriented, sales processes.
Applied human resource policies to ensure company cohesiveness and consistency of procedures.
Successful implementation of innovative merchandising, reorganization of all products for optimal buying appeal, resulting in uplift in volume and sales.
Forged successful relationships with vendors, creating an environment where synergies were maximized and more benefits achieved.
Provided customers with a value-added service, both in terms of cost and against agreed service levels.
Provided timely and accurate information with managerial decision-making, establishing budgets and producing reports.
ALLEN ACADEMY, Bryan, TX
Multimedia Specialist 2005-2009
Accomplishments:
As Technology Coordinator, instructed students in Technology and Computers, PK to 5th grades.
Led several committees, including Character Education Committee, Assembly, Enrichment Week, Head of School Search.
Supported Head of School, organizing book fairs, training staff in technology needs, and implementing school policies.
TRINITY SCHOOL OF TEXAS, Longview, TX
Educator 2003-2005
Accomplishments:
Provided instruction for all courses offered at the private PK-12 school.
Charged with responsibility to teach Geometry, 7th Grade Math, Environmental Sciences, Life Science, State History, Health, World History, Math and Biology.
STRATEGIC FULFILLMENT GROUP, Big Sandy, TX
Educator 2000-2002
Accomplishments:
Improved productivity by directing and coordinating the activities of employees, supervising 120 production personnel in the areas of mail processing, data entry, customer service and the Call Center.
Successfully handled all customer service transactions, including managing incoming mail, key catalog and internet orders, through four supervisory teams.
Met service level goals, exceeding partner expectations of call rouging, scheduling and outsourcing opportunities.
Established standards for quality assurance and call monitoring.
Trained customer service representatives to provide an excellent customer experience, implementing continual process improvements.
Applied human resource policy as developed by the company and handled all aspects including hiring, redirection, and termination.
Reporting to Senior Management, identified and reported on industry trends and solutions to achieve sales goals.
EDUCATION & CERTIFICATIONS
Masters of Science,
Educational Administration
Walden University, Minneapolis, MN
Master Teacher Certification, Technology
Intel Teach Program, Minneapolis, MN
National Merit Scholar
Post-baccalaureate
Accelerated Certification for Teachers
Le Tourneau University, Longview, TX
Bachelor of Science, Animal Sciences
Texas A&M University, College Station, TX
Texas A&M Association of Former Students
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