Experienced Customer Service Team Leader

Helen Pugh

*** ******** ***** ~ Bolingbrook, Illinois 60440-4811~630-***-**** ~ *******@*****.***

Profile

Results-oriented, dependable professional experienced in customer service, sales, project design and implementation. I excel in a fast-paced environment as a team leader motivating staff to increase productivity, compliance and profitability. I works well independently and as part of a team with a commitment to excellence. My goal is to bring clear, precise communication and analytical skills, organization and innovative thinking to any position.

Experience

July, 1996 – February, 2007

CHAC Inc; Chicago Illinois

Resource Team Leader, Special Programs Department

• Successfully implemented several government experimental programs

• Responsible for most out-going information to clients and potential or program landlords via briefings, workshops and information sessions.

• Developed and implemented several new workshops and information sessions to address issues involving clients and landlords as they occurred.

• Developed an award winning Resource Room that provided information to program clients and general public…averaged over 1000 visitors per month

• Acted as mediator to resolve problems between client, landlord and company

• Established and maintained an on-going relationship with community leaders as part of planning or steering committees.

• All other responsibilities associated with supervising a team of case managers, out-reach personnel and clerks.

August, 1995 – July, 1996

Leadership Council for Open Metropolitan Communities; Chicago Illinois

Case Manager, Moving to Opportunity Program (MTO)

• Successfully implemented a government experimental program.

• Provided motivational counseling and assistance to MTO program clients.

• Developed workshops on life style issues and housing search methods.

• Established and maintained an on-going relationship with social service agencies, landlords and property management groups for referral purposes.

• Responsible for reporting to HUD regarding program compliance and progress.

October, 1993 – August, 1995

Smart Corp.; Chicago, Illinois

Site Coordinator, Cook County Hospital

• Fulfilled request for medical information from various medical, legal and insurance facilities throughout the U.S.

• Monitored and delegated work for a staff of 15+ team members, a.m. and p.m. shift.

• Responsible for all reporting to corporate office.

September, 1981 – December, 1989

Woods Corporation; Chicago, Illinois

Retail Manager

• Maintained bookkeeping and inventory records for an independent food and liquor store

• Responsible for purchasing for two stores.

• Trained and supervised a staff of 6 for a.m. and p.m. shift.

July, 1977 – August, 1981

Cook County Hospital

Phlebotomist

• Collected specimens as directed

Education

Phoenix University - Business Management 2005 – 2006

18 credit hours completed

Kennedy-King Jr. College – Business Information Systems 1988 – 1989

Associate Degree – Dean’s List

University of Illinois-Cook County Nursing Program 1975 - 1977

Accreditations

Franklin Covey Certification

• Management Skills

HUD Certifications:

• Proficiency in HUD Regulation

• Proficiency in HUD Voucher Regulation

• Housing Inspector

Skills

• Proficient with most Windows software

• Proficient in specialty software and design of specialty software.

• Proficient in information maintance and interpretation

• Experience working in a union environment as a supervisor

• Department budgeting

• Advance scheduling skills

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