Dorothy Ferguson

• Provide exceptional customer service In a new, prototype store, serve as both a Beverage Clerk & Cashier as needed. Earned a record number of customer compliments to management by listening to our customers, building rapport, & earning their trust.
• Consistently remain at number one on our district’s leaderboard for customer engagement transactions by going above and beyond to empower and educate our customers on the benefits & rewards available through “Club Publix” the high company’s loyalty and rewards program. Also steered them towards additional rewards through linking their Club Publix accounts to Higi & Publix’s new Pharmacy app.
• Utilize strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.

Overnight caregiver playing a crucial role in providing continuous in-home care & monitoring for two nonverbal, autistic adults who require 24-hour attention, ensuring their wellbeing and safety throughout the night.

Monitoring client condition: Closely observe vital signs, sleep patterns, & any changes in their physical or mental state.

Assisting with personal care. Administering medications.

Providing emotional support. Ensuring a safe & comfortable environment.

Documenting observations: Keeping detailed records of their condition, any interventions performed, & any notable events occuring during the overnight shift.

Responding to emergencies. Providing time appropriate care for shifts other than point overnight when needed.

• Filled 150 - 200 customer's online grocery orders while ensuring quality and accuracy & In-store shopping - fulfilling online grocery orders
• Responded to customer needs via phone & in store
• Other duties as required

• Interviewed & assisted prospective students via 75-90 phone calls a day as well as texts & emails
• Assisted prospects with determining the best academic program for their goals, & temperament
• Advised on topics such as application process, obtaining & submitting transcripts & references, basic financial aid needs
• Provided support and mentorship in preparation for adults balancing work/family/ & college
• Scheduled 40 - 50 appointments per week to meet with students face-to-face via Teams or by phone to discuss education plans & progress.

• Provided educational, professional & personal support through the student's journey from point of enrollment into class start, the extended program & new career by establishing positive rapport, accessibility & a measured degree of accountability
• Exceeded Budget enrollment goals of 50% with an average of 70% Introductory Course to Extended Program
• Met 1:1 with students in virtual meetings, exam nights & in weekly check in calls via Phone, email, text, Zoom & Slack
• 120 Calls per day
• Served as enrolled students & instructors' primary point of contact for all administrative & non-instructional matters prior to introduction class start & during
• Meticulously handled confidential student documentation to ensure files were approved by compliance department for enrollments
• Facilitated new student orientations, participated in exam nights, & conducted presentations
• Administered periodic feedback surveys to all students to ensure that their experience in the classroom & with instructional content met expectations
• Ensured students met performance expectations through daily attendance checks, weekly reviews & immediate grade reviews
• Proctored exams as needed
• Delivered results for all exams
• Coordinated with students & instructors to proactively problem-solve & manage emerging challenges
• Built relationships with the Admissions team & leadership to cultivate smooth & direct lines of communication for new student acquisition processes

• Supported & managed new students through the onboarding process with encouragement & guidance
• Facilitated contact with necessary departments while providing the highest level of customer service
• Ensured that all deadlines were met by our students to ensure their smooth academic start
• Addressed unresolved cancel requests and non-responsive students
• Supported, mentored, & held 15 - 40 member teams of Admissions Representatives accountable to follow up with students within 24 hours of enrollment while serving them in the most effective ways for best student outcomes
• Worked with the Director of Admissions & Student Finance to support the Admissions teams with the student 'Stitch In' process
• Used Campus Nexus/ ASM DCR & Blackboard
• Notes, reviews, and audits via Campus Nexus to quickly identify & rectify new or outstanding issues, missed deadlines, or requirements
• Demonstrated strong communicative skills including excellent verbal, written & interpersonal communication skills
• Facilitated training presentations to admissions teams as needed
• Uphold the highest standards of conduct, honesty, & integrity
• Maintained a positive attitude & high level of enthusiasm
• Operated as a Team player within and across multiple departments
• Continuously grew in product knowledge & understanding of current department processes

• Interviewed prospective students getting to understand their goals & motivating factors while helping them determine if UMA would be a good fit
• Helped with program selection
• Passionately provided instruction, encouragement and guidance to students beginning or restarting their educational journeys with UMA
• Shared motivation & acquired knowledge with other representatives

• Coordinated & scheduled installations
• Reviewed & managed Installed Sales paperwork
• Contacted both installers & customers throughout the project process
• Ensured merchandise was ready for installer pickup or delivery by pulling & staging items beforehand
• Trained & coached employees on the Installed Sales program & order management system
• Acquired & recorded receipt of permits from multiple surrounding counties
• Ensured contractors adhered to internal & external regulations
• Set up project-end county inspections
• Also responsible for accounts payable to installers & general contractors
• Promptly & accurately investigated stakeholders complaints or claims
• Set up appointments for in-store & in-home consultations, pre-construction conferences, mid-point & final bullet list walk-throughs

• Harvested & processed internet orders
• Oversaw packaging, labeling & pickup of orders for shipment to worldwide retail & wholesale customers & vendors
• Addressed customer complaints/ claims via phone, email, & website
• Oversaw operations of sales department, vetted the sales department's leads for new authorized detailers, resellers, dealers & distributors
• Helped determine contract compliance & infringement of copyright by those not under contract
• Created invoices for wholesale customers
• Reviewed timecards
• Processed & turned in employee time sheets
• Processed time-off requests

• Provided front-end customer service from the customer service desk, point of sale registers, & the returns desk
• Processed credit card payments; answered calls from customers, vendors, & employees
• Completed training for & worked as a temporary pricing coordinator
• Ran holiday weekend credit promotions tables
• Mentored children in on location, 'Build & Grow Clinics'
• Served as a weekend greeter

• Responsibilities included counting cash, depositing cash and checks into accounts and examining proper endorsements
• Additional responsibilities included sorting and packaging money, filling cash orders and maintaining a daily record of transactions

• Created & introduced a customized envelope system to make pickups of excessive cash, faster, more accurate, and safer
• Provided starting funds & change to five to ten cashiers
• Reconciled ending funds between cashiers & safe
• Collected excessive cash from cashiers periodically
• Recorded daily profits
• Made bank deposits & change purchases daily
• Assisted in solving customer & employee disputes
• Acted as assistant to managers by contacting and taking calls from service providers, vendors, & employees
• Made and maintained Human Resource files for each employee
• Employee onboarding tasks- I-9 Verification, set up of personnel files, accepted time off requests, & call outs
• Trained new employees

• Assisted sweater designer
• Provided administrative support, handled information requests, and performed clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings
• Performed in all capacities with punctuality, tact and discretion
• Assisted with Human Resource duties when needed

• Director/Founder's assistant
• Wrote & distributed press releases
• All general clerical tasks
• Responsible for accounts receivable & payable
• Created & maintained large databases of members, board members, & fund-raising donors
• Maintained files on all members
• Supervised summer work experience program
• Kept human resource & payroll records for them & regular employees
• Completed & submitted timesheets to the city, picked up & distributed paychecks
• Scheduled choir performances & coordinated transportation
• Made travel and lodging arrangements for all local & long-distance performances & tours
• Compiled & distributed travel agendas
• Created a newsletter to inform parents & choir members of social & educational services, announcements, & obligations