Hi, I’m
Tannica Dukes
Solon,OH
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
9
years of professional experience
Work History
Vail resortsBroomfield, CO
Global Support Executive
10.2022 - Current
Job overview
- Inbound calls, chats, and emails offer a variety of sales inquiries, general information about products and resorts, support, and opportunities to provide helpful solutions to guest service incidents
- Responsible for providing informed and accurate responses to customers about products and services offered for all ski resorts and properties in the Vail Resorts portfolio via telephone and/or email
- Maintaining quality performance on incoming multi-channel contact from guests with a goal of answering at least 50-75 contacts per day along with other contact KPI (Key Performance Indicator) goals like quality and customer satisfaction
- The ability and willingness to work on other back-end administrative tasks such as processing delinquent payments, on an as needed basis, or specialty areas.
Flossie PlatesGarfield Heights, OH
Food and Beverage Manager
06.2014 - Current
Job overview
- Oversaw all food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Wrote and communicated clearly, understood internal documents and reports and interacted professionally with guests and employees.
- Spearheaded and executed food and beverage marketing and promotional programs, met with potential clients and members and arranged meetings, banquets and facility tours.
- Worked in close collaboration with team members to ensure elderly customers received high-quality service.
- Developed and implemented budgets, met or exceeded sales targets, hired, trained and supervised 10-15 team members and fulfilled dining needs and desires of patrons.
UnumChattanooga, TN
Associate Leave Specialists
10.2019 - 01.2021
Job overview
- Processing of new leaves and all daily follow-ups assigned
- Determine eligibility and availability of leave time for each employee requesting leave for FMLA, State, and applicable Corporate protections
- Determine and generate appropriate communications to comply with FMLA regulations and customer procedures
- Review medical certifications and other documentation submitted; consult with Nurse Case Manager and IME unit if needed
- Determine the appropriate status of leave under FMLA and state leave regulations taking into consideration regulatory requirements, company-specific requirements, and analysis of documentation received (medical, legal, etc.)
- Communicate medical or absence information with other internal units (STD, Intake)
- Management of a leave through duration, reporting status to Employer, employee and other internal units
- Respond to leave questions and issues from employees or Employer contacts
CVScaremarkSolon, OH
Customer Service Representative
10.2015 - 10.2018
Job overview
- Responsibilities include assisting members with their pharmacy benefit plans.
- Taking inbound calls and answering questions regarding prescription insurance, medication coverage and mail order prescriptions so that members better understand their coverage and options.
- Through skills and knowledge, offered the solutions needed to help simplify members health care experience.
- Assisted physician office staff with processing prescription requests
Education
Auguste Escoffier School of Culinary ArtsBoulder, CO
Associate of Arts from Culinary Arts
04.2023
Skills
- Business Relationship Management
- Operations Management
- Strategic Planning
- Lead Identification and Generation
Timeline
Global Support Executive
Vail resorts
10.2022 - Current
Associate Leave Specialists
Unum
10.2019 - 01.2021
Customer Service Representative
CVScaremark
10.2015 - 10.2018
Food and Beverage Manager
Flossie Plates
06.2014 - Current
Auguste Escoffier School of Culinary Arts
Associate of Arts from Culinary Arts
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