Zakia Tolen
Rockford,IL
Summary
Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
23
23
years of professional experience
Work History
Program Manager
CEDA (COMMUNITY AND ECONOMIC DEVELOPMENT ASSOCIATI
2019.11 - Current
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
- Interacted with customers and clients to identify business needs and requirements.
- Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
- Orchestrated smooth and efficient program development training with weekly meetings with team members.
Customer Service Representative Agent
Blue Cross Blue Shield Of Illinois
2010.04 - 2017.03
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
- Managed large volume of medical claims on daily basis.
- Submitted electronic/paper claims documentation for timely filing.
Assitant Manager
Taco Bell
1998.08 - 2011.08
- Promoted from team member, to trainer then assitant manager.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies. Improving customer satisfaction by 50%
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Education
Masters of Buisness Adminstration
Judson University
Elgin, IL05.2017
Skills
- Partnerships and Resource Mobilization
- Strategic Direction
- Scheduling and Coordinating
- Project Management
- Technical Proficiency
- Team Management
- Proficient in MS Word, MS Excel, Salesforce and SAP
- Self-Motivated with time management skills
Timeline
Program Manager
CEDA (COMMUNITY AND ECONOMIC DEVELOPMENT ASSOCIATI
2019.11 - Current
Customer Service Representative Agent
Blue Cross Blue Shield Of Illinois
2010.04 - 2017.03
Assitant Manager
Taco Bell
1998.08 - 2011.08
Masters of Buisness Adminstration
Judson University
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