TAMARA TILLERY

• Oversaw the additional services and product lines generating an average of 150% growth year over year for the first three years.
• Prepared annual budgets with controls to prevent overages, increasing efficiency by 90% within 5 years
• Expanded staff and standardized training increasing business revenue by 35% within 4 years
• Enlisted required training programs expanding team productivity and maturing team retention by 15% within 2 years.
• Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
• Maintained and optimized team calendars, scheduled appointments, meetings, and addressed conflicts with adequate time for preparation, follow-up and planning.
• Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.

• Maintained 95% positive Student satisfaction rating
• Delivered a student success rate 30% higher than institute standard by incorporating real-world business practices into weekly student comprehension assessments
• Initiated a series of marketing campaigns in conjunction with website optimization, increasing Social Media Visibility by 20%.
• Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
• Built and maintained excellent vendor and student relationships through timely response to inquiries and going above and beyond to accommodate requests.
• Created and implemented standard operating procedures for records handling.

ASSISTANT DIRECTOR OF AGENT DEVELOPMENT

• Redefined departmental operational procedures increasing efficiency by 60%
• Conducted workflow assessments minimizing redundancies, generating a 40% capacity boost
• Customized training plans that resulted in individual productivity increases of 5% on average
• Identified communication channels to set roadmap to distribute information.
• Created and updated records and files to maintain document compliance.

DIRECTOR OF AGENT SERVICES

• Enhanced onboarding efficiency by 32% through the identification and implementation of improvements
• Assisted Agents with inner office technologies proliferating productivity by 60%
• Improved and consolidated end-to-end service processes; restructured communication flow among 3 departments, and reduced paperwork by 75%
• Scheduled meetings, booked meeting rooms and prepared meeting agendas.
• Offered technical support and troubleshot issues to enhance office productivity.

DOFI/OFFICE ADMINISTRATOR

• Handled incoming and outgoing telephone calls with an overall satisfaction rate of over 95%
• Worked on behalf of senior leaders to complete project requirements according to schedules and within budgetary limitations.
• Efficiently handled coordination and delivery of calendar events maximizing attendance by 20%
• Inventoried and organized office supplies increasing productivity by 10%.
• Resolved customer concerns efficiently to promote satisfaction and loyalty.
• Delivered top-notch administrative support to office staff, promoting excellence in office operations.

• Performed regular assessments regarding customer complaints and provided suggestions to improve customer satisfaction and retention by 15%
• Spearheaded customer referral program, enlarging customer base by 15% in less than 12 months
• Instilled an upselling process, highlighting relating services, that elevated total sales by 6%, including acquisition of 2nd & 3rd largest commercial clients.
• Provided primary customer support to internal and external customers.
• Maintained and managed customer files and databases.
• Monitored office calendars to plan meetings, activities and travel to maximize productivity.
• Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
• Generated reports and typed letters in Word and prepared PowerPoint presentations.