Customer Service Program Management
Resume:
Tanya Flenory
*** * ****** **, ******* CA *****,
Dear Hiring Manager,
After contributing to the growth and success three different organizations in the past 10 years, I am seeking new challenges with a company in need of someone with exceptional planning, leadership, and management abilities. Taking command of an operation or project, then guiding it to new performance levels, is my greatest strength.
As evidenced in the enclosed resume my experience encompasses program management, strategic planning, resource utilization, job development, and cost reduction. My ability to analyze needs and create unique solutions designed to yield a profitable outcome has proven to be one of my greatest assets. Credited with significantly impacting bottom-line profitability wherever I have worked, I excel at streamlining less-than-efficient procedures to boost productivity.
I am confident that my educational and professional experience will make an excellent fit within your organization. I can devise and implement plans that cater to efficient customer service, consumer choice and daily operations. My focus has always been centered on performing process improvements which has been the secret of many successful programs during my long career. Managing and communicating performance standards to teams has led to many successful placements, customer care concerns resolved and return clients throughout my career.
I have always prided myself on staying current with technology that dictates our business lives which is why I have been successful in understanding the needs of the clients, customers and staff in an efficient way. Additionally, I can communicate the same to my department in a manner that leads to effective customer service and team building.
In the event I am selected as a candidate I will be happy to make myself available.
Thank you for your time and consideration.
Tanya Flenory
CUSTOMER SERVICE, PROGRAM MANAGEMENT, JOB DEVELOPMENT, CARE COORDINATOR
Profile
More than 15 years’ successful experience in customer service, program managementand job development support with recognized strengths in account maintenance, problem-solving and trouble-shooting, consumer support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
Excellent working knowledge using bothMicrosoft Excel, WordPerfect, Microsoft Word, Publisher and proficient with Power Point Presentations.
Ability to recruit, hire,train, motivate, retain and supervise employees.
Develop plan, conduct audits and variance analyses, process billing, schedules and maintain accurate case files.
Employment
Provide leadership to the sales team to boost sales through quality coaching
Carry out review on report, identify deficient areas, execute action plans with focus on correcting deficient areas
Observe best selling products and major items; inform store management on merchandise needed by customers to enhance the My Macy’s process
Make sure presentations relating to promotions are accurate; provide information about sales and advertising to associates
Collaborate with the merchandising team to plan and implement sales set-up, floor moves, and merchandise placement
Carry out a monthly review of your personal Selling Area Scorecard for your Sales and Star Rewards and Associate Turnover results
Ensure compliance with weekend and attendance hours by staff
Emphasize the benefits of the Star Rewards Program to associates as a means of motivating them to sign up for a new account
Make sure all company policies and procedures are adhered to in carrying out assigned functions
Provide quality coaching to associates to enable them deliver effective and consistent selling behaviors that produces increased customer engagement
Create and communicate strategies to associates to help improve results; perform review and application of Associate Scorecards to give recognition
ABLE Industries,Visalia, CA
2014 - present
Job Developer/Job Coach/Instructor
Support consumers in opening employment opportunities and upgrading existing services as needed.
Quickly and effectively solve consumer challenges.
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Coordinated placement services program for consumers with developmental and mental health disabilities.
Counseled individuals, families, and groups. Provided 24-hour crisis intervention.
Spoke to employers and community organizations about job placement and on the job training.
Supervised, trained and job coached several staff.
2010-2014
Good Sheppard/We Care,Visalia, CA
2007-2010
Program Manager/Care Coordinator
Provide therapeutic intervention services to children, adolescents, and adults using individual, family, and group treatment.
Served as lead for personnel recruitment and development for support staff within department, ensuring organizational conflict of interest and non-disclosure briefing conducted during on-boarding process.
Conducted system requirements studies, capabilities, and limitations assessments for program office in order to analyze system performance, assess system documentation and evaluate system improvements.
Implemented change management processes by introducing new reporting processes.
Flenory Day Care, Visalia, CA
Executive Director
•Managed listened day care center supporting children ages birth to five years of age.
•Ability to comply with requirements set by state of California.
• Demonstrated ability to communicate efficiently and tactfully within a multi-functional team.
• Ability to fruitfully function in a fast paced, service oriented place of work.
Managed and lead play activities, distributed toys and play materials.
• Implemented lesson plans for the education activities and arranged play material.
• Interacted with children so as to improve their growth and development.
• Conducted every day health checks on children and laid children to bed for rest periods.
• Prepared and Served meals and snacks and helped children with meal service.
• Maintained a secure and healthy environment on a daily basis.
•Prepared monthly reports and provided comprehensive metrics to State of California on a monthly basis.
1995-2007
Education
College of Sequoia
1994
Child Development, College of the Sequoias
C.N.A, Visalia Adult School
Redwood High School
References Furnished Upon Request
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