NATASHA PRYOR
1547 Tina Lane| Flossm oor, IL 60422| (773)225-5012
mrsnatashap@gmail.com
S U M M A R Y O F Q U A L I F I C ...
 Analyze product and store-by-store trends and performance year over year to accurately determine strategic daily,
monthl...
of 2

Natasha Pryor 2016 resume

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - Natasha Pryor 2016 resume

  • 1. NATASHA PRYOR 1547 Tina Lane| Flossm oor, IL 60422| (773)225-5012 mrsnatashap@gmail.com S U M M A R Y O F Q U A L I F I C A T I O N S | MULTI-UNIT LEADERSHIP | CLIENT RELATIONS | MARKET ANALYSIS | RELATIONSHIP MANAGEMENT TRAINING/DEVELOPMENT | BUSINESS OPERATIONS | WORKFORCE PLANNING | METRIC REPORTING & ANALYSIS  Highly skilled management professional with the ability to effectively lead, manage, and motivate employees, facilitate processes, and achieve established goals and objectives. 18+ years of leadership experience.  Expert facilitation, organizational, and communication skills with the demonstrated ability to lead with innovation and visio n.  Advanced ability to write documents to establish operating procedures.  Demonstrated ability to cultivate partnerships with clients and internal teams in targeting performance and development needs through a thorough understanding of complex organizational cultures and business requirements.  Displays dynamic poise, persuasiveness, and confidence necessary to earn credibility, resolve problems, and perform at the highest level.  Effective communication and negotiations skills at all levels, from front line to executive level.  Part of a team that met over 85% of service metrics for over 10 years straight.  Insured that all SLA’s (service level agreements) and KPI’s (key performance indicators) were followed/met in the field and the call center (NOC)  Over 15 years of project management experience  15 years of experience change management. P R O F E S S I O N A L E X P E R I E N C E Family Health Network, Chicago, IL January 2015 to Present Senior Operations Manager  Manage retention and growth by developing and motivating my team to be a highly productive team through continual training, regular meetings, daily check-in, fostering positive work environment and building strong relations with each manger within the department.  Create and Implement annual Quality Plan to ensure team is meeting 93% customer service rating.  Perform frequent operational and financial reviews of department including Market Investigations  Manage retention and growth by motivating my team to values and behaviors of organization.  Educated in Medicaid, Medicare, and Seniors with Disabilities  Implemented a new Avaya and Vuesion system  Collaborate across organizational boundaries to ensure departments are acting under one voice and communicating effectively to ensure business success.  Host quarterly grievance committee and consumer advisory meetings U.S. Cellular, Chicago, IL | February 2009 to June 2013 Area Sales Manager Multi-Unit Manager providing leadership to over 120 employees and ensuring that all stores in my territory meet all operating objectives, sales and financial goals; follow all company policies and procedures; and deliver exceptional customer service. Oversaw and directed a team of 120 employees to achieve district goals for revenue growth, maximum profitability and market share. Spearheaded local marketing programs and strategic alliances; track consumer buying trends and apply revenue-building promotions for strategic demographic areas.  Develop and motivate my team to be a highly productive team through continual training, regular meetings, daily check-in, fostering positive work environment and building strong relations with each CSR.
  • 2.  Analyze product and store-by-store trends and performance year over year to accurately determine strategic daily, monthly, & yearly marketing plans for growth  Perform frequent operational and financial reviews of all stores in my territory  Manage retention and growth by motivating my team to solicit new customers, up-sell/cross-sell services or products and ensure a profitable product mix. Monitor and report competitive activity. Oversee promotions, contests, and continued excellent customer relationships AT&T Midwest GBS GLOBAL CUSTOMER SERVICE, Chicago, IL | 2001 - 2010 Customer Service Manager Manage a staff of 45 Sales & Service Representatives in a call center environment. Responsible for employee development, customer satisfaction and daily quota objectives were met.  Monitored productivity and quality of each customer service representative.  Monitored phone matrix to ensure that calls are being answered within policy guidelines and abandonment rate is below 3%.  Supervised team to ensure average daily call volume of 70-90 calls per representative  Assisted Financial Collections Manager with special projects Evanston Northwestern Healthcare, Evanston, IL | 1999 - 2001 Member Service Senior Representative  Processed and researched claims, appeals, inquiries, and complaints for designated clients.  Participated in interactions with the client, benefit center, plan management, health plans, and providers while maintaining high levels of confidentiality  Strong knowledge of Pension plans, Health & Welfare plans, and other Human Resource benefit plans (Cobra, STD, LTD, etc.)  Manage 3 projects to ensure timely responses to client and customers. E D U C A T I O N & P R O F E S S I O N A L D E V E L O P M E N T V O N S T E U B E N M E T R O P O L I T A N H . S . C H I C A G O , I L U N I V E R S I T Y O F W I S C O N S I N , B U S I N E S S D E G R E E ( I N P R O G R E S S ) B A C H E L O R ’ S D E G R E E ( 3 C R E D I T H O U R S R E M A I N I N G )

Related Documents