Thitia Eskridge

As a resourceful, self-motivated professional with over 30 years of experience in the customer service industry, call center operations and management, administrative support, client services, and sales, I'm looking for a team that believes in servicing their customer to the utmost in accordance with culture and ordinances of the company. A military background that has provided a detailed and discipline and the ability to adjust to any environment. Lastly, communication skills have been fine-tuned to be an effective leader, articulating goals and developing and nurturing teams while maintaining core values of the University.

• Finance Counselor (Remote), 06/2023, Present, Providing support, helping students develop financial strategies and achieve their graduation goals., Analyzing financial options and finding financial products that best fit a student’s needs and circumstances., Making professional decisions about students with special conditions as defined by federal guidelines., Advocating for financial counseling and providing information to help students graduate with as little debt as possible.
• Inbound Receipt Team Agent (WFH), 09/2020, 06/2023, Screening students to provide proper information, High volume inbound calls and transfer
• Customer service representative (WFH), 07/2015, 09/2019, Problem-solving, policy changes, delegating calls, Processing payments
• Home Service consultant, 04/2013, 05/2015, Home service consultants sell cable and satellite tv, internet, phone, home security, and more from top providers like AT&T, Verizon, charter, ADT, and more., The position receives inbound sales calls, gathers information, and make recommendations to meet the customer’s home service’s needs.
• Senior Admission Advisor, 09/2008, 04/2012, Conducts interviews and evaluates each prospective student based on his/her needs, desires, interests, qualifications, motivations, and commitments., Accurately and completely explains educational programs, expected outcomes, student services, and financial consideration to prospective and existing students and/or parents., Assists prospective students in completing the admissions process in the most efficient and supportive manner; serves as an advocate for prospective and enrolled students., Achieves optimum student success by consistently following up with enrolled students and working with the other personnel, support teams and departments to ensure successful matriculation through pro-active problem solving., Secure new inquiries (Personally Developed Referrals) by directly asking phone and in-person contacts about referrals of others to contact that may be interested in programs offered., Met and in some cases exceeded, specific performance standards in key areas including interviews, closing percentage, media lead conversion, enrollments, starts/show rate, and retention.
• Operation Management, 05/2007, 09/2008, Forecasting Surveys daily, Payroll, Worked with clients to gain perspective and relay expectations to Interviewers, Collaborated with diverse internal departments, vendors, and subcontractors to perform troubleshooting and resolve service-related issues., Communicated all customer procedures and updates to Supervisors and Interviewers, Offered and implemented suggestions to improve performance., Consistently tracked and monitored Supervisor performance, assessing metrics.
• Employee Training, 06/2002, 09/2005, Utilized TQM to train, mentor, supervise, and evaluate staff., Developed, produced, implemented, revised, and maintained policy, procedure, and training manuals., Provided prompt, professional, and courteous handling of employee complaints, producing necessary documentation of actions taken with resolutions., Drafted and implemented employee and customer service satisfaction surveys.
• Team Leadership, 08/1999, 04/2002, Developed team-wide skill sets to ensure there were no single points of service failure., Defined team member roles to improve efficiency., Scheduled, coordinated, and organized daily staffing activities, meetings, task forces, special projects, and events, balancing internal schedules with customer deadlines.
• Office Management, Developed, produced, implemented, revised, and maintained policy, procedure, and training manuals, checklists, log books, forms, Quality Assurance standards, marketing and promotional pieces, job descriptions, and employee evaluation criteria., Produced detailed weekly, monthly, and annual reports for individuals and departments, keeping root cause analysis, productivity, quality assurance, and accuracy in mind.