Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Cynthia Pettway

Cincinnati,Ohio

Summary

Highly organized and skilled project administrator with 20 + years of experience in data entry, auditing, customer support, and customer experience optimization. Hands-on experience in planning and implementing assigned projects, ensuring timely delivery despite strict time constraints. Eager to further my professional knowledge while addressing customer concerns and facilitating project execution.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Credit Process Improvement Administrator

Macy's
Mason, OH
06.2021 - Current
  • Prepare specialized reports and presentations for management and staff
  • Develop criteria to identify, analyze, and improve existing business processes by creating worksheets to implement and track standards to enhance the customer experience
  • Provide administrative management to staff on multi-phase projects
  • Ensure the customer experience is central to all activities by adopting a professional manner when communicating with service users and both internal/external stakeholders.
  • Implemented strategies to take advantage of new opportunities.
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Audited company's legal documents to verify compliant policies and procedures.

Digital Support and Project Administrator

Macy's
Mason, OH
08.2014 - 06.2021
  • Monitor and report on performance in accordance with operational and commercial obligations while working with all team members to ensure an efficient and productive service is delivered at high levels of satisfaction
  • Assist with the learning and development team to create material and strategies for operations agent training
  • Audit and summarize identified opportunities to improve line of business performance by collaborating with departmental managers
  • Perform monthly Regression Testing from a digital platform
  • Analyze and summarize business reports for new digital and customer-facing initiatives to ensure the best customer experience online and in stores.
  • Created and distributed reports on project progress to stakeholders.
  • Coordinated with internal and external teams to ensure that all tasks were completed on time.
  • Reported project progress, site problems and labor status to supervisors.
  • Analyzed data to identify areas for improvement within the project.
  • Prepared presentations related to ongoing projects for senior management review.

ICM Testing/ Project Administrator

Macy's
Mason, OH
10.2012 - 08.2014
  • Established and maintained relationships with internal and external vendors to optimized customer satisfaction
  • Managed monthly Dashboard and reported finding to upper management and directors
  • Served on team to help organize and created testing strategies for numerous projects
  • Lead projects with UAT, Audits, Regression and Post Deployment testing
  • Improved project efficiency by 15% after creating and implementing standardization of job files.
  • Maintained a database of key contacts related to the project activities.
  • Developed and maintained project plans, schedules, budgets, and other documents to ensure successful completion of projects.
  • Created and distributed reports on project progress to stakeholders.
  • Analyzed data to identify areas for improvement within the project.

My Macy's Rewards

Macy's
Mason, OH
04.2010 - 10.2012
  • Created and maintained reports to track team development
  • Supervised and monitored call center interactions giving detailed feedback to improve customer satisfaction
  • Partnered with external vendors and other internal business partners to create learning tools and online education modules
  • Established knowledge of protocols, answering customer inquiries, and reducing wait time by 5+ minutes.

Payment Specialist

Macys Credit And Customer Service
Mason, OH
01.1999 - 04.2010
  • Oversee and maintain reports to track development and progress of appointed teams
  • Managed the ICM program to increases agent’s turnaround time by 20%
  • Partnered with external vendors and internal business partners to create learning tools and online education modules to develop staff.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.
  • Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
  • Developed and maintained relationships with customers to ensure payment accuracy.
  • Researched discrepancies related to customer accounts and payments.

Education

Associates of Arts Degree -

Lurleen B Wallace Junior College

Skills

  • Customer Service
  • Payment Processing
  • Data Entry Skills
  • Microsoft Office
  • Leadership
  • Problem Solving
  • Adaptability
  • Active Listening
  • Communication
  • Time Management
  • Empathy
  • Attention to detail
  • Strong organizational skills

Certification

PENN FOSTER - Excel

Accomplishments

  • 2023: 5x Flair Winner
  • 2021: Spot Bonus for making results.
  • 2013: Annual Make Magic Award for driving and making results.
  • 2013: Annual Make Magic Award for customer engagement
  • 2009 & 2012: Customer Service Star Awards for customer engagement

Languages

English
Professional

Timeline

Credit Process Improvement Administrator

Macy's
06.2021 - Current

Digital Support and Project Administrator

Macy's
08.2014 - 06.2021

ICM Testing/ Project Administrator

Macy's
10.2012 - 08.2014

My Macy's Rewards

Macy's
04.2010 - 10.2012

Payment Specialist

Macys Credit And Customer Service
01.1999 - 04.2010

Associates of Arts Degree -

Lurleen B Wallace Junior College

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Cynthia Pettway