Tacoya Crump

• Managed and led a team of 10 Customer Support Specialists which were an integral part of the overall CSAT of over 90%.
• Developed and implemented customer service policies and procedures which created streamlined and efficient world-class support experiences.
• Monitored and analyzed customer service metrics to identify areas for improvement.
• Supervised the creation of unique employee engagement initiatives along with an internal newsletter that highlighted team building, and transparency and provided a voice to recognize and celebrate employees and their accomplishments.

• Provided thorough music content research and analysis in support of curation guidelines.
• Maintained the accuracy of music catalogs through the use of curation tools that facilitated mapping requests for artists and providers.
• Partnered with various internal groups to determine the consistency of new content.
• Performed profiling and data analysis that provided input into proposed solutions.
• Provided team backfill management evaluated and reviewed performance and built coaching plans.
• Actively engaged individuals of diverse backgrounds to be productive through sharing ideas and creatively identifying solutions while providing the highest level of customer service.
• Experience in actively managing teams of 15+ in a virtual contact center environment.
• Drove team performance by creating incentives and a positive work atmosphere.

• Engaged developers with resources and determined pathways to resolve issues.
• Consistently in the top tier of department performers, while creatively building a peer mentor program.
• Contributor of content to facilitate initiatives to enhance team results.
• Leading presenter offering insight on the perks of internal tools to track personal progress.
• Provided mentoring to new and returning advisors.

• Provided individualized issue resolution strategies.
• Shared product knowledge on enhanced software features.
• Successfully created and presented "Best Practices in Communicating Cross-Culturally" to peers.
• This helped to establish additional knowledge and understanding across cultures of customers and peers.

• Anticipate the needs of guests to establish new standards of excellence in electronic communications.
• With limitless access to tools and knowledge that supports customer needs, I was able to solve problems in real-time creating a one-stop solution experience.
• Provided seamless distinctive customer service via live chat and email.
• Flexible in adapting to innovative technologies that provide the best customer service experience.
• Liaison between guests and hotel for concerns and requests for present, future, and past stays.
• Served as a support champion to the company's most loyal guests by delivering insightful solutions.

• The master scheduler of all appointments and activities.
• Managed household finances and records and maximized opportunities to cut back and increase savings by 30%.
• Planned meals and coordinated all shopping which minimized expenses.

As designated school official (DSO), compile and submit visa documentation for F-1 and J-1 students to the Department of Homeland Security, utilizing Student & Exchange Visitor

Information System (SEVIS) to ensure accuracy and compliance in reporting. Keep up-to-date

on emerging regulations; present new information to international students and the campus community. Advise foreign students on academic expectations, cultural issues, and personal concerns, serving as an advocate and liaison with individual campus departments. Direct administration of student records, write reports and arrange for support services. Coordinate orientation speakers.

• Monitored compliance with F-1 and J-1 visa regulations among all current nonimmigrant students.
• Assisted in the preparation of documents required for visa application processes including I-20s, DS-2019s, and other forms required by US government agencies.
• Served as an advocate for all current nonimmigrant students when dealing with governmental agencies such as the Department of Homeland Security or United States Citizenship and Immigration Services.
• Taught classes and presented self-help or information sessions on subjects related to education and career planning.

Leveraged solid knowledge of admissions processes to assist applicants to the Tri-Campus program. Advised students and their families, compiled and distributed admissions and

scholarship information, and facilitated registration of new students. Communicated daily with area high school guidance offices. Coordinated and oversaw activities of student ambassadors; partnered with university staff and faculty to develop and conduct winning student recruitment

initiatives. Arranged open houses and campus visits. Reviewed scholarship applications to identify and award qualified candidates.

Key Achievements:

• First to hold a newly created position, implemented an innovative student ambassador program as a recruitment tool.
• Triggered enrollment increase of 30% at the West Hartford campus.
• Designed and distributed the admissions counselor handbook and student ambassador training manual.

Provided targeted career counseling within the EOC program funded by the Department of Education and conducted in collaboration between the Connecticut Talent Assistance Cooperative and the Connecticut Regional Community College system. Reviewed applications for services to identify qualified candidates, interviewed individuals to determine needs and educational/career goals,

and offered appropriate career options. Counseled prospective students regarding the enrollment process, financial and scholarship searches, and strategies to remediate defaults on student loans. Assisted candidates in properly completing FAFSA and profile materials;

generated college referrals and awarded college application fee waivers. Tracked progress and

outcomes of client applications.

Key Achievements:

• Served as program liaison with community organizations and local community colleges.
• Established and surpassed performance goals, consistently meeting monthly candidate assessment and advising targets.