Hanisha Ferguson
Philadelphia,PA
Summary
Goal oriented professional with experience in elementary education, customer service, and call centers. Seeking growth and development opportunities with values-based employer while contributing to the success of the team and organization.
Overview
10
10
years of professional experience
Work History
Personnel Manager
365 Health Services
Philadelphia, PA
04.2024 - Current
- Developed and implemented employee training programs to enhance workforce skills and knowledge.
- Facilitated recruitment processes, including job postings, interviews, and onboarding procedures.
- Administered performance evaluations, providing constructive feedback to improve employee productivity.
- Collaborated with management to design employee engagement initiatives that fostered workplace satisfaction.
Banking Customer Service Representative
Capital One
Wilmington, DE
02.2023 - 02.2024
- Assisted customers with account inquiries and transaction issues, ensuring timely resolution.
- Provided accurate information regarding banking products and services to enhance customer understanding.
- Handled customer complaints professionally, escalating complex issues to senior representatives as needed.
- Processed routine transactions efficiently, maintaining high standards of accuracy in data entry.
Teaching Assistant
Substitute Teacher Service
Aston Mills, PA
09.2017 - 06.2022
- Facilitated classroom activities, enhancing student engagement and participation.
- Supported lead teachers in implementing lesson plans and instructional strategies.
- Assisted in managing classroom behavior, fostering a positive learning environment.
- Collaborated with educators to adapt materials for diverse learning needs.
Insurance Customer Service Representative
UnitedHealthcare
Horsham, PA
08.2016 - 01.2017
- Resolved customer inquiries regarding policy details, benefits, and claims processes.
- Facilitated efficient communication between clients and insurance providers to ensure optimal service delivery.
- Trained new representatives on operational procedures and customer service best practices.
- Analyzed client feedback to enhance service processes and improve overall customer satisfaction rates.
Telemarketer
Ribbon's & More
Collingdale PA
03.2015 - 01.2017
- Conducted outbound calls to engage potential customers and promote products effectively.
- Utilized CRM software to track leads and manage customer interactions efficiently.
- Developed persuasive scripts to enhance communication strategies and drive sales conversions.
- Collaborated with team members to refine marketing approaches based on client feedback.
Education
Associate of Science -
Pierce College
Philadelphia05-2027
Haverford High School
Havertown, PA06-2014
Skills
- HR policies and procedures
- HR analytics
- Employee onboarding
- Diversity and inclusion
- Communication
- Customer service
- Document Management
Timeline
Personnel Manager
365 Health Services
04.2024 - Current
Banking Customer Service Representative
Capital One
02.2023 - 02.2024
Teaching Assistant
Substitute Teacher Service
09.2017 - 06.2022
Insurance Customer Service Representative
UnitedHealthcare
08.2016 - 01.2017
Telemarketer
Ribbon's & More
03.2015 - 01.2017
Associate of Science -
Pierce College
Haverford High School