Customer Service Event Coordinator

Tina Meyer

**** * **** ** ■ Broken Arrow, OK ****4■ 918-***-**** cell■ *********@*****.***

Brief

Offering 30 years experience in customer service along with proven experience in training, administration, marketing and communications:

Workforce Management

Leadership

Problem Solving

Financial Budget Management

Office and Administrative Support

Rapport Building with Clients and Staff

Organization

Negotiation

Customer Service

Maintain Confidentiality

Experienced in coaching, interviewing and developing employees with a positive approach to inspire excellence. Trusted with confidential information and management decisions. Skilled in streamlining procedures to achieve optimum productivity. Aptitude to recognize skill levels of customer service representatives & develop talent. Computer skills: Word, Excel, Access, PowerPoint, Outlook, QuickBooks, Kronos Timekeeping, Workforce Management, Cornerstone, Impromed, Internet and In-house specialized applications

Professional Experience

Macy’s, Inc. Tulsa, OK 11/2019-12/2019

Corporate HR Advisor, Colleague Support & Policy and Integrity

Seasonal position working for Macy’s, Inc. in Employee Relations during a time when the company increases the local Fulfillment workforce from 1,500 to 4,000 employees. This is a high volume, fast-paced case load working with Macy’s leadership to provide consultation to management on various HR-related laws, policies and practices, and ensure legal compliance. Some common issues that must receive a prompt response are Reasonable Suspicion, Workplace Violence, responding to negative employment decisions (background checks and SIS hits), attendance issues and policy interpretation.

VCA Woodland Central Hospital Tulsa, OK 02/2013 to 4/2014

Hospital Manager

Office Management: Modified and updated systems and procedures whenever needed to better serve clients, patients, the practice and employees. Verified receipt of all supplies, tracked packing slips and invoices to maintain accounts payable while also monitoring purchasing. Sort daily mail, provide management feedback, made daily deposits, ensured that all hospital logs were being kept up to date and accurate, including radiology and controlled substance logs Performed quarterly inventory for medication and retail food supplies. Ensured that OSHA and Safety programs, procedures were continously monitored and updated so the hospital remained in compliance. Financial Management. Monitored staffing and purchasing to maintain budget. Monitored and approved all expenditures (within company guidelines). Reviewed monthly income statements and other financial data. Reviewed invoices on a daily basis to make sure all charges had been captured. Staff Management. Hired all non medical staff, and assisted with medical staff. Did staff performance and salary reviews. Dealt with disciplinary actions and terminations. Delivered in house training with staff on new policies and procedures. Maintained staff scheduling and facilitated payroll reporting. Served as backup to non-medical staff if they were unable to be there for their shift, and could not get coverage.

Gannett Company, Inc. Tulsa, OK 5/2007 to 10/2009

Training Manager

Managed a team of 30 new hire customer care agents and supervisors providing daily classroom and coaching to ensure customer satisfaction. Facilitated orientation, refresher and specialized training to develop talent while ensuring agents were updated on product knowledge and value selling. Worked with site manager to create effective tracking, reports and statistical benchmarks. Assisted Operations Manager with special projects to create schedules, generate reporting and facilitate training programs.

Alorica Inc., Tulsa, OK 11/2003 to 05/2007

Sprint Technical Support Training Manager

Coordinated with trainers and team managers providing structure for new specialists to ensure confidence while transitioning to the production floor. Maintained all HR and administrative support documentation for up to 90 employees every six weeks. Assisted in achieving success by meeting or surpassing key production indicators and adjusting to customer challenges. Wrote and implemented training curriculum providing technical support and customer service training to specialists who struggled to meet key performance indicators. Working with 14+ employees, completing one-week of intensive classroom/live-call instruction. While still responsible for my own team, I was a Transition Lab Manager. Trained employees not yet on production floor, processed through a one-week evaluation course. Taught seasoned specialists to assist and mentor new employees, developed talent, as well as managed high performing teams.

Trammell Crow Company. Tulsa, OK 01/1997 to 07/2001

Administrative and Marketing Assistant

Implemented computerized spreadsheets and databases. Maintained statistical analysis of available rentable marketplace, utilized Excel and Access to transition to paperless systems. Assisted in the formulation of department budget and business plans. Provided administrative support to marketing representatives, marketing department and management. Coordinated marketing presentations and corporate account transitions. Performed advanced word processing, letter composition, presentation packaging and graphics. Created marketing database/library and abstract files. Maintained confidential department records and office files according to corporate policies and procedures. Produced leasing reports, interfaced with internal and corporate senior management. Led in the development and compilation of responses to Request for Proposals from potential clients, with accountability for accurately maintaining financial records and related documentation. Managed the development of strategic marketing collateral material, including brochures, marketing packages and presentations.

Tulsa Drillers Baseball Inc., Tulsa, OK 01/1985 to 09/1996

Director of Ticket Operations

Directed $3,000,000 operation, with accountability for supervising and scheduling a staff of 12, controlled and maintained all ticket functions, processed all season tickets and oversaw daily game functions. Performed purchasing, accounts payable and accounts receivables, community relations and event coordinator, strong customer service, sales and marketing. Implemented and trained on computerized ticket system.

As Office Manager prior to promotion I performed clerical/administrative duties, purchased office supplies/equipment. Facilitated special events, maintained reimbursement reports, AP/AR, sales/marketing and securing employee benefits. Coordinated all season tickets and daily game ticket operations.

Organized all team travel, transportation and hotel accommodations.

Education

University of Tulsa, Tulsa, OK (Completed Over 100 hours towards Bachelor’s Degree in Business Administration)

References Available Upon Request

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