Tralana Barnett
Birmingham,AL
Summary
To continue to build on my management experience and continuously develop my leadership skills in a corporate environment. My goal is to establish a symbiotic relationship with a company that will enhance my best qualities in preparation for future upper management opportunities.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
Stella-Jones
10.2024 - Current
- Leading a team consisting of 5 Account Specialists and 1 Clerk, to deliver best in class customer service in our Utility Pole division.
- Thoughtful training and coaching to ensure team is up to date on current policies and procedures.
- Govern performance management through 1 on 1s and quarterly reviews to track progress and shore up weak spots in skill set.
- Maintain operational efficiency by monitoring workloads, response times, and work product, stepping in to assist to prevent gaps in workflow, while adjusting workloads as needed.
Team Manager, Portal Operations
Mspark
02.2019 - 10.2024
- Originally hired as Customer Experience Manager February 2019, but based on accomplishments, I was promoted to Team Manager.
- Led a team of 6 Customer Experience Managers as a National Accounts Team Manager, who supported books of business representing millions in revenue, focusing on individual and team growth and development.
- Streamlined team for better effectiveness as a Portal Operations Team Manager, towards transitioning manual work to automated processes via client portal.
- Consistently intercede to fill in gaps to prevent breakdowns in workflow due to staffing reductions.
- Heavily involved in user acceptance and regression testing of redesigned customer portal product, which includes organizing team of testers, documenting bugs found, and communicating issues and needs with portal vendor.
- Aid multiple sales partners who directly position integrated print and digital advertising media solutions to clients for growth and brand recognition.
- Build and maintain client relationships through effective communication, identifying and assessing client needs, and addressing issues proactively to prevent future recurrence.
Student Finance Support Specialist
Education Corporation of America
07.2015 - 12.2018
- Reviewed financial aid applications and related documentation for compliance with eligibility requirements.
- Then subsequently determined student eligibility and need to build financial aid packages for the appropriate academic year, in a manner that would best benefit the student.
- Maintained a working knowledge of current and past Title IV Federal Regulations and Guidelines, pertinent information of all campuses operations, and ECA policies and procedures.
- Successfully met and exceeded production goals established by management while handling multiple tasks in accurate and professional manner.
- Confirmed student eligibility according to Title IV regulations and processed disbursements of financial aid via batch processing.
- Assisted with campus maintenance and support by monitoring assigned campuses to ensure new and continuing students are packaged in a timely manner, resolving campus issues and questions as it relates to financial aid policies and procedures, and reducing overall Accounts Receivables to prevent balances from becoming bad debt all while providing efficient customer service to campus representatives.
Operations Specialist
Staffmark
11.2013 - 03.2015
- Answered incoming phone calls; scheduled applicant appointments and connected other callers with appropriate personnel; processed mail and managed administrative tasks as necessary.
- Interviewed, screened, selected, and referred candidates for job openings while ensuring qualified job candidates are hired; ensured all required new employee paperwork was complete while making sure their employment was authorized through E-verify.
- Reported and documented Worker’s Compensation claims; Completed unemployment claim questionnaires through Equifax; Conducted employee prescreening processes and orientations; helped plan and participate in employee relations activities.
- Managed employees while at job site by following up on attendance issues, monitoring employee time and payroll, as well as followed up with clients to ensure employees were a good fit for the position and determined any additional staffing needs.
- Contributed to the company’s candidate database by sourcing resumes (via CareerBuilder, Indeed, Staffmark job postings, etc.); evaluating abilities and skills, and recruiting qualified candidates to fill available positions.
Direct Marketing Print Production Manager
Luckie and Company
07.2011 - 10.2013
- Originally hired as Print Production Coordinator July 2011, but based on accomplishments, I was promoted to Print Production Manager.
- Managed print and lettershop for Direct Mail and Bill Media campaigns to ensure high quality, cost effective, and timely production.
- Maintained and communicated Production schedules.
- Active member of Direct Marketing team; set up and participated in meetings and assisted with workload.
- Maintained copy/artwork release dates for quarterly/monthly/weekly mailings and provided to vendors once approved.
- Managed all Direct Mail and Bill Media audits and proofs and provided approval.
Administrative Secretary
Miles College, Student Support Services
11.2009 - 01.2011
- Answered telephones and performed clerical duties such as filing, typing, and bookkeeping.
- Assisted students with applications for entrance into program, ensuring applications met federal guidelines.
- Organized and maintained student files on appropriate computer software and prepared annual reports.
- Coordinated and scheduled program events and activities.
Education
Master of Business Administration -
Strayer University
Bachelor of Science - undefined
University of Montevallo
Skills
- Leadership
- Communication
- Strategic thinking
- Microsoft Office Suite
- Customer service
- Time management
Timeline
Customer Service Supervisor
Stella-Jones
10.2024 - Current
Team Manager, Portal Operations
Mspark
02.2019 - 10.2024
Student Finance Support Specialist
Education Corporation of America
07.2015 - 12.2018
Operations Specialist
Staffmark
11.2013 - 03.2015
Direct Marketing Print Production Manager
Luckie and Company
07.2011 - 10.2013
Administrative Secretary
Miles College, Student Support Services
11.2009 - 01.2011
Bachelor of Science - undefined
University of Montevallo
Master of Business Administration -
Strayer University
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