NATOSHA SPEARS

**** ****** ***** ** ********, MI 49512 616-***-**** acvsiy@r.postjobfree.com

Career Enrichment

**** **** - * ***** **** course provides Information Technology training including hardware, software, networking, security, audio/visual, Help Desk and Field Services operations experience and job shadowing

2013 Urban League of Greater Madison –Foundations Work Readiness Training Program - a 100-hour training academy develops the core competencies and behaviors needed to obtain and retain employment along a career pathway.

2013 Urban League of Greater Madison - CSSA (Customer Service & Sales Academy) a 5-week course consisting of 16 hours per week of classroom training is based on the Disney approach to Quality Service.

September 2013 passed Wisconsin State Civil Service - office support exam

2012-present Office Administration Certification Program, Madison College, Madison, WI

OBJECTIVE: Seeking consideration for a Call Center Agent position currently available.

SKILLS PROFILE

-Effective written and verbal communication skills

-Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.

-Ability to effectively prioritize a large number of short-term and long-term tasks

-Ability to function independently with little or no direct supervision

EMPLOYMENT HISTORY

2010 –2016 PT Bookkeeper, for Independent Contractor

Madison, WI

- Record financial transactions (postings, credits, debits)

- Record numerical data, maintain spreadsheets

- Use of Software, Word, Excel

- Data entry

2007-2010 Gallery Service Attendant, Detroit Institute of Arts (volunteer)

Detroit, MI

-Greeted patrons attending entertainment events, directed them to restrooms, concessions, and telephones

-Enforced safety and precautionary rules to preserve artwork and maintain safety of guests

-Responded to any requests or questions from visitors

2003-2006 Borrower Services Specialist, Great Lakes Student Loan Services Inc. Contact Center

Madison, WI

-Provided account management and billing assistance for customers in call center for student loan guarantor

-Listen to customers’ questions and concerns, and provide answers and responses

-Reviewed and made changes to customer accounts

-Collections services for delinquent accounts (forbearance, deferments, consolidation)

-Record details of customer contact and actions taken

-Handled inbound and outbound calls using predictive dialer system

-Multi-channel support (phone, live chat, email)

2002-2003 Reservation Agent Supervisor, Great Wolf Lodge Central Reservation Call Center

Madison, WI

-Act as reservation agent for resort

-Provide customer service for guests at resort

-Answer questions from customers about resort services

-Serve as trainer for incoming staff (trained employees in call center protocol)

- Prepare routine office correspondence

-Team Lead

2001-2001 Office Assistant to Warehouse Manager, SCP Enterprises Office Interiors

Ann Arbor, MI

-Processed all work orders for warehouse workers: entered specs and daily work progress into system, and created itemized invoices

-Set daily job schedule for construction crew, and acted as liaison for sales team and customers to communicate project status and deadlines

-Performed general office support procedures: coping, faxing, filing, answering calls

EDUCATION

-2012-present Office Administration Certification Program, Madison College, Madison, WI

-2000-2001 Information Technology Program, Computer Learning Center, Madison Heights, MI

2001 MCP (Microsoft Certified Professional)

COMPUTER SKILLS

CRM customer management software

MS Office, Excel, PowerPoint, Email

2013 ITCA - a seven week course provides Information Technology training including hardware, software, networking, security, audio/visual, Help Desk and Field Services operations experience and job shadowing

VOLUNTEER EXPERIENCE

-WORT 89.9 (Madison Community Radio), Member of Promotional Committee, pledge drives

-Catholic Multicultural Center, food processing

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