Thitia Eskridge
Hammond
Summary
Results-driven leader with 20 years in customer service call center operations and administrative support, including 7 years in leadership. Focused on enhancing client services and driving sales while upholding company culture. Military background fosters discipline and adaptability in diverse environments. Strong communication skills enable effective leadership and team development.
Overview
27
27
years of professional experience
Work History
Finance Counselor
Southern New Hampshire University - Online
Manchester
06.2023 - Current
- Guided students through financial aid application processes and requirements.
- Reviewed student financial aid applications for accuracy and completeness.
- Educated students on financial assistance programs to enhance their funding options.
- Counseled students individually to clarify financial options and empower informed decision-making.
- Addressed students' financial concerns through effective communication, fostering trust and understanding.
- Collaborated with other departments to streamline aid disbursement processes.
- Maintained up-to-date knowledge of federal and state financial aid regulations.
IC/ Agent
NexRep
WPB Florida
01.2020 - Current
- Managed customer interactions using CRM software to track communications.
- Resolved issues promptly, ensuring customer satisfaction and loyalty.
- Assisted customers with inquiries and provided product information effectively.
- Managed inbound calls, addressing inquiries and directing them to appropriate departments for resolution.
CS Agent /Customer Service Team Lead
Granada (The General)
Smyrna
01.2015 - 01.2019
- Managed customer inquiries, delivering accurate information on insurance products to enhance client understanding.
- Assisted clients with policy changes and claims submissions.
- Conducted thorough assessments to determine client needs and coverage options.
- Educated customers on policy benefits and coverage details, improving their decision-making process.
- Developed strong customer relationships, ensuring high satisfaction levels and loyalty to services.
- Collaborated with team members to streamline workflow processes and improve service delivery.
- Utilized CRM software to track client interactions and maintain accurate records.
Home Service consultant
AllConnect
Smyrna
01.2013 - 01.2015
- Promote and sell cable, satellite TV, internet, phone, home security solutions, and other offerings from premier providers like AT&T, Verizon, Charter, ADT, among others.
- Processed inbound sales calls, analyzed customer needs, and provided tailored recommendations for home services to enhance customer satisfaction.
- Educated clients on tailored services and promotions, facilitating informed decisions and improving customer engagement.
- Resolved customer inquiries and concerns, ensuring prompt follow-up communication to maintain positive relationships.
Subject Matter Expert
Alorica
Kennessaw
01.2013 - 11.2013
- Delivered subject matter expertise in meetings with senior leadership, addressing opportunities and challenges.
- Consulted federal government members, facilitating business communications to strengthen relationships.
- Conducted floor supervision and on-the-job training for over 300 agents within team and up to 20 individually..
- Entered up to 100 accurate profiles daily into database to maintain updated records.
Senior Admissions Advisor
American Intercontinental University
Chicago
01.2008 - 04.2012
- Clearly articulates educational programs, expected outcomes, student services, and financial considerations to prospective and existing students and parents.
- Administers interviews and evaluates each prospective student considering needs, desires, interests, qualifications, motivations, and commitments.
- Facilitated efficient completion of admissions processes for prospective students.
Advocated for needs and concerns of prospective and enrolled students.
Provided guidance to streamline student admissions experience and enhance support.
Promoted effective communication between prospective students and admissions office. - Drives optimum student success by routinely following up with enrolled students and partnering with support departments to guarantee successful matriculation via proactive issue resolution.
- Generate new inquiries through proactive engagement with phone and in-person contacts to identify referrals for interested parties in programs offered.
- Achieved and in some cases exceeded established performance benchmarks in critical metrics such as interviews closing percentage, media lead conversion, and retention rates.
- Provided personalized support to students throughout their enrollment journey.
- Managed a team of admissions counselors responsible for recruiting new applicants.
Interviewer
TeleSight Inc.
Chicago
01.2007 - 01.2008
- Conducted in-depth interviews to extract actionable consumer insights and preferences.
- Conducted telephone interviews with consumers to evaluate experiences with recently purchased products and services.
- Adhered to interview protocol to ensure unbiased feedback from interviewees.
Ground Operations
Southwest Airline.
Chicago
01.2005 - 01.2007
- Loaded and unloaded baggage from aircraft and transport vehicles to ensure timely departures.
- Operated ground support equipment to prepare aircraft for departure.
- Collaborated with team to streamline baggage flow, improving processing efficiency.
- Handled luggage carefully to minimize damage and enhance customer satisfaction.
- Followed safety protocols to maintain a secure work environment.
- Conducted routine safety checks on all equipment and tools before use.
Interviewer, Operations Supervisor, Assistant Operations Manager
TeleSight Inc.
Chicago
01.2002 - 01.2005
- Managed daily operations for customer service teams in a fast-paced environment.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Coordinated scheduling and staffing to ensure optimal coverage at all times.
- Resolved escalated customer issues effectively while maintaining satisfaction standards.
- Trained and mentored staff to enhance performance and service quality.
- Implemented quality assurance measures to maintain high standards of service.
- Analyzed call center metrics to identify trends and improve processes.
- Developed call scripts to improve communication and efficiency with customers.
- Fostered team culture through regular feedback and recognition initiatives that promoted engagement.
- Formulated policies and procedures to align operations with company growth objectives.
Recruiter, Client Service Representative
Adlab
Chicago
01.1999 - 01.2002
- Collaborated with hiring managers to define job requirements and expectations.
- Managed applicant tracking system for efficient candidate organization.
- Reviewed resumes, conducted phone screens, and managed candidate pipelines.
- Collaborated with hiring managers to understand position requirements.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Worked with senior leadership to develop comprehensive recruitment strategies for long-term implementation.
Education
Master of Business Administration - Project Management
American Intercontinental University
Chicago, Illinois01.2011
Bachelor of Business Administration - Management
Robert Morris University
Chicago, Illinois01.2000
Associate of Arts - Business Administration, Computer Science
Robert Morris University
Chicago, Illinois01.1998
Skills
- Financial advising
- Application review
- CRM software
- Digital marketing
- Website management
- E-commerce management
- Metrics analysis
- Power BI
- Social Media Platforms
- Microsoft 365 Office
- Social Media Platforms
- Call center management
- CRM management
- Customer service
- Issue resolution
- Relationship management
- Teamwork
- Training design
- Staff training
- Team building
- Conflict resolution
- Quality control
- Performance analysis
- Problem-solving
- Written communication
- Windows 2000
- SMS (Microsoft Great Plains)
- Brand strategy
- Brand strategy
- Data visualization
- Quality control
- Problem-solving
- Written communication
References
References furnished upon request
Locations
- WPB Florida, West Palm Beach, FL
- Gulfport, Gulfport, MS
- Smyrna, Smyrna, GA
- Kennesaw, Kennesaw, GA
- Chicago, Chicago, IL
Career Expertise
- Finance Counselor, Remote, 06/23, Present, High volume inbound calls
- Inbound Receipt Team Agent, WFH, 09/20, 06/23, Screening students to provide proper information, High volume inbound calls
- Customer Service Representative, WFH, 07/15, 09/19, Problem solving, policy changes, delegating calls, Processing payments
- Home Service Consultant, 04/13, 05/15, Sell cable and satellite TV, internet, phone, home security, and more, Receive inbound sales calls, gather information, and make recommendations
- Subject Matter Expert, 10/12, 03/13, Call floor supervision and on-the-job training of over 300 agents, Providing consultation and client services to members of the federal government, Data entry of as many as 100 accurate profiles daily
- Senior Admission Advisor, 09/08, 04/12, Conduct interviews and evaluate prospective students, Explain educational programs and financial considerations, Assist prospective students in completing the admissions process
- Operation Management, 05/07, 09/08, Forecasting surveys daily, Payroll management, Collaborated with diverse internal departments
- Employee Training, 06/02, 09/05, Utilized TQM to train, mentor, supervise, and evaluate staff, Developed and maintained policy and training manuals
- Team Leadership, 08/99, 04/02, Developed team-wide skill sets, Scheduled and coordinated daily staffing activities
- Office Management, Developed and maintained policy, procedure, and training manuals, Produced detailed reports for individuals and departments
Timeline
Finance Counselor
Southern New Hampshire University - Online
06.2023 - Current
IC/ Agent
NexRep
01.2020 - Current
CS Agent /Customer Service Team Lead
Granada (The General)
01.2015 - 01.2019
Home Service consultant
AllConnect
01.2013 - 01.2015
Subject Matter Expert
Alorica
01.2013 - 11.2013
Senior Admissions Advisor
American Intercontinental University
01.2008 - 04.2012
Interviewer
TeleSight Inc.
01.2007 - 01.2008
Ground Operations
Southwest Airline.
01.2005 - 01.2007
Interviewer, Operations Supervisor, Assistant Operations Manager
TeleSight Inc.
01.2002 - 01.2005
Recruiter, Client Service Representative
Adlab
01.1999 - 01.2002
Master of Business Administration - Project Management
American Intercontinental University
Bachelor of Business Administration - Management
Robert Morris University
Associate of Arts - Business Administration, Computer Science
Robert Morris University