Tekesha Mathis
Fort Myers,FL
Summary
Dedicated customer operations and sales professional with over 3 years of experience. Proficient with decoding conversations, identifying customer concerns, and solving customer problems. Excellent written and verbal communications skills while delivering an exceptional customer experience. Senior Project Manager bringing highly credible technical leadership to direct multi-functional project teams engaged in full system development and implementation in high tech environments. Experienced overseeing diverse teams of developers, analysts and quality professionals engaged in complex projects with budgets up to $100,000. Solid understanding of project management tools. Project Management Professional and certified in Agile methodology.
Overview
8
8
years of professional experience
Work History
Senior Project Manager
Florida Department of Revenue
Tallahassee, FL
04.2023 - Current
- Visited locations to observe operations and determine opportunities to streamline processes and achieve cost reductions.
- Implemented change management processes when issues arose to keep project moving forward and adjust to shifted priorities.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Recognized by management for providing exceptional customer service.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Understood and followed oral and written directions.
Customer Service Representative
Johnson & Son's Furniture
Tampa, Florida
02.2019 - 04.2023
- Handled customer account billing and transaction inquiries via phone, email, and chat communication
- Provided detailed accounts of customer calls, emails, and chats in Salesforce to document history of customer interactions
- Resolved an average of 250 inquiries per week exceeding weekly targets by 25%
- Diffused customer issues via phone, email, and chat communication by asking probing questions to identify expressed and unexpressed concerns
- Identified and documented isolated customer experiences and escalated important issues.
Customer Operations
Nike Outlet
Orlando, Florida
06.2016 - 01.2019
- Independently assisted customers on the sales floor by answering product questions and showing available options
- Worked in a que-based phone setting triaging customer questions about returns, shipping, and available inventory
- Checked shipping addresses, performed packaging quality inspections and completed sales transactions
- Met and exceeded daily sales target 90% of the time and maintained a customer satisfaction score of 98%
- Stayed up to date on new product releases and features to make proper recommendations to customers based on their needs.
Education
Associate of Arts - Business Management
Southwest Florida College
Florida Skills
- 50 WPM Typing Speed
- Decoding Customer Conversations
- Microsoft Office Suite
- Problem Resolution
- Fluency in English
- Excellent Time Management
- KPI Tracking
- Specification Review
- Contract Preparation
- Documentation Management
- Financial Administration
Websites
Timeline
Senior Project Manager
Florida Department of Revenue
04.2023 - Current
Customer Service Representative
Johnson & Son's Furniture
02.2019 - 04.2023
Customer Operations
Nike Outlet
06.2016 - 01.2019
Associate of Arts - Business Management
Southwest Florida College
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