Natasha Pryor 2016 resume
Published on: Mar 3, 2016
Transcripts - Natasha Pryor 2016 resume
1547 Tina Lane| Flossm oor, IL 60422| (773)225-5012
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
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.
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
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 )