Tanisha Thompson
Macungie,PA
Summary
Purposeful and meticulous qualified with wide experience in customer service and administrative roles. Interests are in positions in administrative/projects/or business management where these skill sets can influence leadership team building with the best suited organization. Exceptional organizational abilities, and commitment to excellence to effectively oversee and enhance team performance, drive customer fulfillment, and to take part in organizational success.
Overview
24
24
years of professional experience
Work History
Member-services Administrator
JCC MetroWest
06.2022 - Current
- Manage member accounts along with overall member services reconciliation monthly report and to ensure contract agreements are in alignment with company policy
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely program assistance.
- Devised and implemented processes and procedures to streamline operations.
- Promote company products and offerings to members or prospective sales
- Manage incoming and outgoing calls related to membership and possible current sales
- Maintain correct records of member fees, promotional fees and aid with dues collection
- Develop programs to enhance membership experience and membership retention.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
Submission -Officer
Consulate General Of Jamaica-NY
09.2021 - 06.2022
- Interfaced with over 25 customers daily to process incoming government documents, including Emergency Travel Documents and passport applications.
- Revised and mitigated against processing of fraudulent documents given via mail or email.
- Conducted data entry for all applicants.
- Follow up with applicants through emails or calls.
- Participated in company outreach programs such as diasporas and consular engagements.
- Coordinated efforts among multiple departments involved in preparation of documents for successful submissions within deadlines set forth by clients or regulators.
- Established strong working relationships with key contacts at regulatory agencies to facilitate smooth submission processes.
- Streamlined submission processes for increased efficiency and time management.
- Maintained high level of accuracy in data entry tasks, ensuring error-free submissions.
- Provided training to new staff on proper submission protocols, fostering culture of knowledge sharing and collaboration within team building.
- Expedited document submissions with careful organization of electronic and hard copy files.
- Collaborated with team members to ensure timely completion of tasks, reducing overall submission timelines.
- Enhanced submission quality by meticulously reviewing and proofreading documents before submission.
- Assisted clients with completion of applications and paperwork.
- Scheduled appointments and interviewed applicants.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Facilities, Administration and Security Manager
Fusion BPO Services
01.2017 - 11.2019
- Managed a staff of over 15 personnel's.
- Managed over 6 business/ accounts as well as facilities
- Ensure transparency and accountability in financial undertakings, such as client and staff projects.
- Reduced incidents of theft and vandalism by implementing advanced surveillance systems and access control measures.
- Oversee, implemented policies and managed overall facility, yearly inspections, and IT infrastructure audits
- Enabled compliance with health and safety standards and lease agreements and ensured that bills were up to date.
- Maintained detailed records of security incidents, enabling proper analysis for future preventative measures.
- Managed budgets effectively while procuring necessary equipment or resources to uphold strict standards in maintaining secure environment.
- Optimized security programs, administrative functions, business management and inventory control by enhancing planning and allocation of resources.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security , facility and administrative programs.
- Cultivated relationships with external vendors to make additional resources available if necessary.
Senior Customer Service Representative-Lead
Manpower And Maintenance Services Limited
01.2016 - 01.2017
- Managed over 8 business account -local and international investors.
- Assisted management with developing strategies aimed at retaining clientele while striving toward continuous improvement of services provided.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Developed successful rapport with clients through effective communication, resulting in long-term relationships and repeat business.
- Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints.
- Managed a team of customer service representatives, providing ongoing support and coaching to improve performance metrics.
- Established trust by maintaining confidentiality when handling sensitive customer information.
- Promoted collaboration among team members through group projects and open communication channels, resulting in stronger working relationships with external stakeholders.
- Onboarded and trained customer representatives to meet performance and service goals.
Customer Care Officer
National Water Commission
01.2000 - 01.2015
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong relationships with customers, leading to increased repeat business.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Actively participated in weekly meetings and provided valuable input towards improving overall operations.
- Analyzed data trends to identify areas requiring improvement in customer experience.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Managed and interfaced with over 30 customers per day in relation to billing enquiries.
Education
No Degree - Finance And Accounting
08.2024
Bachelor of Arts - History
06.2013
Skills
- Office Administration
- Decision-Making
- Team Building and Leadership
- Office Management
- Data Confidentiality
- Staff Management
- Business Administration
- Strategic Planning
- Budget Management
- Operations Management
- Project Management
- Financial Oversight
- Business Development
Timeline
Member-services Administrator - JCC MetroWest
06.2022 - Current
Submission -Officer - Consulate General Of Jamaica-NY
09.2021 - 06.2022
Facilities, Administration and Security Manager - Fusion BPO Services
01.2017 - 11.2019
Senior Customer Service Representative-Lead - Manpower And Maintenance Services Limited
01.2016 - 01.2017
Customer Care Officer - National Water Commission
01.2000 - 01.2015
Columbia Business School - No Degree, Finance And Accounting
University of The West Indies-Mona Campus - Bachelor of Arts, History
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