Professional Certification:
Bachelors degree in Music Business Management.
minored in theatre
currently enrolled in an Early Childhood Education program
Professional Resume:
Tanya Ware
1245 West 95th Place
Chicago, IL 60643-1411
(773) 512-7615
Email: Malaysia10@aol.com
Objective
Committed to professionalism; highly organized, works under strict deadlines schedules with attention to detail; have excellent written and verbal communication skills..
Work Experience
2002 - Present Unicom Teleservices, Inc. Blue Island, IL
Call Center Manager
* Manages the productivity goals of assigned teams by proactively monitoring the daily statistical reports generated by team leaders using Call Center tools. Modifies staffing as required to achieve or maintain desired service levels.
* Communication liaison with Account Manager on critical issues escalated for resolution.. Ensures call center staff provides feedback on the status of open issues.
* Resolves escalated issues promptly with management in operations, finance, implementation or sales.
* Management responsibility for service delivery and associates, which may include multiple sub-teams, crossing all products, if necessary.
* Manages the recruitment effort for new associates. Compliments the team by acquiring highly motivated and professional service associates.
* Oversees the effective delivery of client satisfaction surveys, including follow-up with clients on positive and negative feedback and expediting service recovery when necessary. * Solicits performance appraisal feedback from Team Leaders on a regular basis. Prepares and delivers performance appraisals and development to associates.
* Perform help desk procedures including technical support service.
2000 - 2002 RBC Prism Mortgage Company Chicago, IL
Technical Support Specialist
* Providing personal assistance to new and/or existing customers requiring technical advice in multi-media connectivity-related issues, including software, hardware, and/or other procedures.
* Ensuring that all customer interactions are thoroughly documented within a customer database.
* Ensuring accurate tracking and reporting of all information relating to support by communicating this information for efficient troubleshooting.
* Ensuring solution-oriented approach in this communication to the appropriate department for escalation and resolution, as required.
* Meeting and exceeding the technical support's performance objectives, customer retention, call quality; call handle time while continuing to provide quality c ustomer servic e.
1999 - 2000 Sears Tower Fitness Club Chicago, IL
Front Desk/Office Coordinator
* Greeted members and guests by name as they enter club.
* Assisted with member retention and new member sales.
* Promoted all club activities.
* Processed applications for all club programming.
* Scheduled massage appointments, fitness classes, personal training according to club procedures.
* Received all incoming telephone calls and transferred them to the appropriate person.
1999 - 1999 Marcus Evans Incorporated Chicago, IL
Account Executive
* Promoted strategic business conferences to senior level executives within Fortune 1,000 companies.
* Telemarketed services and registered clients.
* Researched all lead materials for conferences.
* Made 200 phone calls per day.
1997 - 1999 International Services Chicago, IL
Inside Sales Manager
* Initiates sales process by scheduling appointments; making initial presentations; understanding account requirements.
* Responsible for market development, setting sales targets, and achieving revenue expense objectives from the group.
* Handled all inquiry calls from prospective clients.
* Closes sales by building rapport with potential account; explaining product and service capabilities; overcoming objections; preparing contracts.
* Expands sales in existing accounts by introducing new products and services.
* Managed and trained a group of 10+ Sales Representatives in sales procedures.
1993 - 1997 Columbia College Chicago, I L
Person al Assistant to the Associate Dean
* Data entry of graduate students files into the Microsoft Access database.
* Assembles and organizes information, prepares reports, manuals and correspondence according to company policy.
* Answers mail and a variety of inquiries.
* Follows up with other departments to insure that requests are carried out and information is coordinated.
* Answers telephone calls and tactfully handles inquiries.
Summary of qualifications
* Strong communication skills.
* Excellent organizational skills.
* Quick and effective decision maker - solution oriented.
* Recognized as a sales leader.
Education
2008 - Present Stratford Career Institute Washington, D.C.
Certificate in Early Childhood Education
* Overview of the physical, intellectual, social and emotional characteristics of young children, then develops and builds your guidance skills.
* Emphasis is placed upon creating a safe and healthy environment.
* Providing for a wide range of learning experiences ranging from art and social studies to field trips.
2001 - 2004 Foley-Belsaw Institute Kansas City, MO
Certificate in Personal Computer Repair
* Services range from computer assembly and repair to complete network environment installation.
1993 - 1997 Columbia College Chicago, IL
Bachelors of Arts degree in Music Business Management
G.P.A. 3.20
* Focused on promotion and marketing in the entertainment industry.
Additional Skills
* I type 90-95 wpm,
* 10-key skills - 12,000 keystrokes a minute.
* Software: Microsoft Office 98/2000, Internet Applications, Windows XP & NT, Adobe Acrobat Reader, Infinity 5.0, Paradox, Netscape Navigator, Internet Explorer and the World Wide Web
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