Tanya N Smith
Aberdeen
Summary
Seeking a challenging position with an organization that values and leverages my education, experience, training, and capabilities in management. Dedicated to delivering exceptional results and driving organizational success through strategic thinking, problem-solving, and effective leadership. Committed to continuously enhancing skills and staying updated with industry trends to contribute to the growth and achievement of company goals.
Overview
25
25
years of professional experience
Work History
Senior Account Manager
Discover Financial Services, DFS
02.2022 - Current
- -Addressed customer service inquiries in a timely and accurate fashion
- -Delivered accurate and appropriate information to Discover's clients
- -Executed reasonable procedural exceptions to accommodate unique customer requests
- -Properly directed inbound calls in phone queues to improve call flow
- -Developed effective relationships with all Discover's customers and employees
- -Interacted with Upper Management to ensure appropriate changes were made to improve Discover’s customer satisfaction
- -Provided input to assist in selection and implementation of Discover's new phone system, maintained a daily log of customers concerns.
- -Facilitated information flow between Customer service, Account management operations, Quality assurance, Training, and Payroll departments to guarantee call center objectives were met
- -Maintained Customer loyalty through follow-up calls, incentives and reward programs
- -Performed Billing related duties to include but not limited to; initiating disputes and dispute resolutions, balance transfers and APR reductions
- Developed long-lasting client relationships by providing exceptional customer service and support.
Program Director
Boys And Girls Club Of Harford County
06.2019 - 01.2022
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Recruited and trained staff and volunteers to upgrade collective team skills.
- Mentored team members for professional development, resulting in increased productivity and job satisfaction.
- Provided ongoing direction and leadership for program operations.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Designed customized training programs to enhance staff knowledge and skills in key areas of responsibility.
- Collaborated closely with executive leadership to develop strategic plans for long-term growth.
Site Director
Boys And Girls Club Of Harford County
12.2015 - 01.2019
- Maintained compliance with regulatory requirements while continuously seeking opportunities for process improvement based on best practices.
- Managed a team of professionals, ensuring high-quality performance and adherence to company standards.
- Developed strategic plans for site growth, resulting in increased revenue and profitability.
- Provided leadership and guidance to staff through ongoing training initiatives, boosting employee retention rates.
- Collaborated with cross-functional teams to achieve project milestones on time and within budget constraints.
- Cultivated a culture of excellence by setting clear expectations for team members while providing support for their professional development goals.
- Implemented safety protocols, maintaining a secure work environment for staff and visitors alike.
- Performed continuous evaluations of programs, successes and failures, and implemented improvement plans.
- Oversaw financial management activities including budgeting, forecasting, and expense tracking to ensure fiscal responsibility.
Office Manager
New Covenant HVAC
05.2008 - 05.2010
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Central Station Manager
Datawatch Systems Inc. -Call Center
06.2003 - 10.2006
- Improved employee retention levels by establishing a supportive work environment that fostered teamwork and professional growth opportunities.
- Developed customized security solutions for clients, resulting in tailored protection strategies for unique needs.
- Reduced response times for emergency situations through the development of effective communication systems.
- Implemented advanced technologies to enhance surveillance capabilities and improve overall security measures.
- Increased team productivity by providing comprehensive training and professional development opportunities.
- Coordinated disaster recovery efforts during critical events, ensuring minimal downtime for clients' security systems.
- Enhanced security operations by implementing efficient monitoring protocols and procedures.
- Maintained accountability within the team through diligent supervision and consistent performance evaluations.
- Managed dispatch teams effectively, leading to seamless coordination between central station personnel and field units during emergencies.
- Evaluated staff performance regularly to identify areas for improvement, resulting in continuous growth and development of team members.
- Optimized alarm system functionality by conducting thorough system audits and maintenance checks.
Security Manager
Motorola
01.2000 - 06.2003
- Managed a team of security personnel, providing regular training for improved performance and professional growth.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Maintained detailed records of security incidents, enabling proper analysis for future preventative measures.
- Continuously updated knowledge on evolving security trends and best practices, incorporating relevant strategies to maintain a safe facility.
- Kept team compliant with security protocols and appearance standards.
- Monitored building access, ensuring only authorized personnel were granted entry into secure areas of the facility.
- Investigated incidents and wrote reports.
- Coordinated protective service operations with other emergency response agencies.
- Enhanced overall security by conducting comprehensive risk assessments and implementing tailored security plans.
- Organized successful large-scale events, coordinating with multiple stakeholders to ensure optimal safety conditions for attendees and staff members alike.
- Developed comprehensive emergency response plans to minimize business disruptions during crises situations.
- Improved response time to incidents by developing effective communication protocols within the security team.
- Evaluated existing security infrastructure, identifying areas for improvement and recommending cost-effective solutions.
- Submitted documentation for weekly payroll, managed schedules, and enforced policies.
- Collaborated with law enforcement agencies to streamline information sharing during investigations and emergency situations.
- Conducted drills to keep security staff on alert and proficient with established plans.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Established strong relationships with local law enforcement, facilitating collaboration during critical events or investigations.
- Increased employee safety by conducting regular safety drills and establishing clear evacuation procedures in case of emergencies.
- Developed strong relationships with clients through consistent communication and excellent customer service.
- Built solid rapport with clients through proactive communication, addressing concerns before they escalated into issues.
Education
High School Diploma -
Dunbar Senior High School
Washington06-2000
Skills
- Quality control management
- Budget oversight
- Effective problem solver
- Customer loyalty management
- Customer service expertise
- Proficient in computer software
- Documentation expertise
- Dispute mediation
- Client satisfaction management
Key Qualifications
- Over 20 years of Customer Service experience.
- Excellent verbal and written communication.
- Exceptional organizational skill
Timeline
Senior Account Manager
Discover Financial Services, DFS
02.2022 - Current
Program Director
Boys And Girls Club Of Harford County
06.2019 - 01.2022
Site Director
Boys And Girls Club Of Harford County
12.2015 - 01.2019
Office Manager
New Covenant HVAC
05.2008 - 05.2010
Central Station Manager
Datawatch Systems Inc. -Call Center
06.2003 - 10.2006
Security Manager
Motorola
01.2000 - 06.2003
High School Diploma -
Dunbar Senior High School
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