Summary
Overview
Work History
Education
Skills
References
Timeline
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Tianna Jackson

North Little Rock,AR

Summary

Support positive change. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

9
9
years of professional experience

Work History

Call Center Representative

State Of Arkansas Lottery
05.2023 - Current
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Night Auditor (Part-Time)

Hilton Hotels Corporation
02.2022 - Current
  • Developed and maintained positive relationships with guests for satisfaction.
  • Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.

Administrative Assistant II

State Of Arkansas
04.2022 - 05.2023
  • Screen incoming calls, directs calls, and takes and transmits messages
  • Perform tasks using standard operating equipment and computer programs to prepare and format forms, correspondence, reports, and other documents
  • Provide routine data entry, keying in information into designated fields using various databases

Preschool Teacher

Francis A Allen School
08.2015 - 09.2021
  • Planned and executed activities to stimulate physical, social and intellectual growth.
  • Improved student behavior by implementing effective classroom management strategies and establishing clear expectations for conduct.
  • Organized special events like field trips, holiday celebrations, or guest speakers to enhance the educational experience for students while building a sense of community within the classroom.

Substitute Teacher

Kelly Services
08.2018 - 02.2020
  • Enforced school and class rules to maintain order in classroom.
  • Collaborated with colleagues to develop interdisciplinary lesson plans, promoting a comprehensive understanding of the subject matter.
  • Adjusted instructional strategies based on ongoing assessments of student needs and abilities, ensuring optimal learning outcomes for all learners.

Education

Masters Degree - Social Work

Grand Canyon University
Phoenix, AZ
03.2026

Bachelor of General Studies - Education

University of Central Arkansas
Conway, AR
05.2021

Associate of Science - Education

Pulaski Technical College
North Little Rock, AR
05.2018

Skills

  • People skills with ability to actively listen, empathize, and effectively and professionally handle challenging internal and external problems
  • Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of and Microsoft Word, Excel, PowerPoint, Outlook, Adobe, Teams, Google Sheets, and Skype
  • Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast positive shadows that are aligned with company culture and core values
  • Ability to develop action plans to move those with substandard performance to desired level of performance
  • Ability to interpret applicable law, regulation, policy, guidance and make sound operational decisions
  • Highly analytic thinker with demonstrated talent for planning, initializing, and implementing operational procedures and streamlining complex work procedures

References

References and supporting documentation upon request

Timeline

Call Center Representative

State Of Arkansas Lottery
05.2023 - Current

Administrative Assistant II

State Of Arkansas
04.2022 - 05.2023

Night Auditor (Part-Time)

Hilton Hotels Corporation
02.2022 - Current

Substitute Teacher

Kelly Services
08.2018 - 02.2020

Preschool Teacher

Francis A Allen School
08.2015 - 09.2021

Masters Degree - Social Work

Grand Canyon University

Bachelor of General Studies - Education

University of Central Arkansas

Associate of Science - Education

Pulaski Technical College

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Tianna Jackson