United States Customer Service

TENESHA FELTON

ad4hec@r.postjobfree.com 205-***-**** Birmingham, United States 35215

Summary

Highly-motivated individual with a desire to take on new challenges. Over ten years experience in sales and management. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Skills

• Staff Training and Motivation

• Effective Customer Upselling

• Processing Payments

• Good Work Ethic

• Supervision & Leadership

• Planning & Organizing

• Organizational Skills

• Reliable & Trustworthy

• Microsoft Office

• Customer Service

• Data Management

• Training & Development

Experience

Primerica Financial Services Birmingham,

United States

Sr. Regional Leader

07/2017 - Current

• Utilize excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

• Listen to customer needs to identify and recommend best products and services.

• Identify customer needs by asking questions and advising on best solutions.

• Produce sales documents, finalized deals and file records.

• Drive sales of company products and services by meeting with customers using strategic and organized approach.

• Recruit, hire and train new hires to optimize profitability.

• Reduce process lags by training employees on best practices and protocols.

• Mentor new team members, helping individuals hone talents and skills to become more invested in organization.

• Coach staff on policies, procedures and performance strategies.

• Execute business plans and develop self-help tools, user assistance documentation and product training initiatives.

• Create and offer additional materials to enhance training. State of Alabama Department of Human

Resources Birmingham, United States

State Office Consultant

09/2016 - 01/2018

• Entered client information and files into databases for further review and tracking.

• Performed careful reviews of assigned county's case records to ensure compliance with State policies.

• Assisted in developing and implementing different workflows and communication processes.

• Developed and implemented new procedures to facilitate best case practice.

• Prepared accurate and concise reports, conveying progress, issues and solutions.

• Collaborated with stakeholders to contribute recommendations and deliver client objectives.

• Collaborated with stakeholders to gain complete understanding of project goals and objectives.

State of Alabama Department of Human

Resources Birmingham, United States

Foster Care Program Supervisor

02/2002 - 01/2018

• Conducted assessments of foster homes and children under care.

• Interviewed client, parents, foster parents, school officials and other related parties to fully understand child's individual needs.

• Provided direct service and support by handling referrals for advocacy issues or resolving complaints.

• Consulted with staff on resolution of complex service issues.

• Handled administrative procedures to meet objectives set by boards of directors or senior management.

• Recruited, interviewed and hired volunteers and staff.

• Provided hands-on and proactive leadership to community services staff.

• Established and maintained relationships to meet community needs and avoid service duplication.

• Researched and analyzed community needs to determine program directions and goals.

• Spoke to community groups to explain and interpret purposes, programs and policies.

• Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.

• Prepared and maintained budgets, personnel records or training manuals.

• Determined organizational policies regarding program eligibility, requirements and benefits.

• Implemented and evaluated staff, volunteer or training programs.

• Assessed and identified service delivery challenges and opportunities within local area.

• Developed benchmarks for measuring and monitoring strategic changes and organizational goals.

Education and Training

Alabama State University Montgomery, AL

Master of Science in Counseling

05/2001

Alabama State University Montgomery, AL

Bachelor of Science in Social Work

05/1994

Licenses

• State Of Alabama Life Insurance License

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