Executive level professional driven to cut company costs and boost company revenue. Organized and diligent, with excellent written, oral and interpersonal communication skills.
Staff training & development
Policy & program development
Complex problem solving
Executive Director06/2009 to CurrentHighland Community Revitalization Committee. IncNiagara Falls, NY
Awarded $420,000, the largest grant in the agency's history from the NYS Affordable Housing Corporation, increasing grant funding by 50% to revitalize and stabilize the Highland Community.
Design and implement programs that leverage resources to create opportunities for community and economic development.
Developed the agency's first Acquisition, Rehab, Resell Program to increase low income home ownership and reduce blight and dilapidated housing.
Manage annual budgets of up to $150,000 of administrative funding, and up to $500, 000 in program funding.
Prepare financial statements for state and federal funding sources ensuring adherence to funding source guidelines.
Host Fair Housing Seminars with participants ranging from 5 - 100 in attendance and mediate Tenant/Landlord Disputes.
Co-facilitate a 1st Time Homebuyer Education Class for up to 25 participants monthly.
Program Coordinator10/2005 to 06/2009Highland Community Revitalization Committee, IncNiagara Falls, NY
Evaluated applications for assistance to determine eligibility based on program and HUD guidelines.
Maintained accurate and up-to-date financial records.
Performed daily office operations including but not limited to, correspondence, promotion of the organization and the scheduling and organization of meetings and special community events.
Co-facilitated a 1st Time Homebuyer Education Program.
Inventory Control/Production Scheduler07/2001 to 10/2005Tulip CorporationNiagara Falls, NY
Scheduled all product to be produced by a plastic injection molding company, based on corporate wide inventory balances, customer orders, and forecasted sales.
Maintained accurate warehouse inventory locations and quantities.
Prepared packing lists, invoices, and export documents for shipping.
Held daily meetings with management to discuss product levels and sales orders.
Corporate Trainer04/2000 to 08/2001Teletech Customer CareNiagara Falls, NY
Coordinated client-delivered training for a customer service company contracted by a fortune 500 corporation.
Created and maintained training materials and equipment.
Kept abreast of production process/system changes and incorporated them into Initial Training Classes.
Gathered and evaluated feedback on course effectiveness.
Served as consultant to other business divisions ranging from training to management.
Customer Care Manager04/1999 to 04/2000Teletech Customer CareTopeka, KS
Promoted to manager within 6 months after promotion to supervisor.
Coached, developed, and mentored a successful team of 16-32 supervisors and 320-640 customer service representatives, ensuring the highest level of quality service to the customer.
CHARLETTA TYSON PAGE 2 Maintained open communication with all level of call center employees through focus groups and skip level meetings.
Completed annual performance reports and provided feedback to all supervisors.
Customer Care Supervisor10/1998 to 04/1999Teletech Customer CareTopeka, KS
Promoted to Supervisor in less than a year.
Coached and developed a team of 18 Residential Advisors to meet and exceed client expectations.
Reduced team members average After Call Work by more than 60% within two weeks.
Served as a Floating supervisor to assist peers in day-to-day operations.
Successfully completed Basic Instructor Skill and Team Leadership Seminars.
Maintained daily record of productivity, sales, attendance, and quality scores to support management.
Residential Advisor11/1997 to 10/1998Teletech Customer CareNiagara Falls, NY
Customized core communication solutions based on customer needs.
Awarded for achieving one of the Top 10 quality score averages in the center each month.
Appointed Lead Agent in the absence of my supervisor to ensure peers adherence to the schedule, policy and procedures.
Account Reconciliation Specialist09/1996 to 06/1997Fleet Credit Card ServicesNiagara Falls, NY
Prepared and processed various monetary activity against cardholder accounts, including (but not limited to) payments, credit balance refunds, and balance transfers.
Completed general ledger entries via manual ticket preparation and on-line (GAAP).
Utilized on-line reports and microfiche to research and resolve rejected items.
Responded to customer service and branch inquires regarding posted and misapplied activities.
Group Sales Assistant08/1994 to 12/1997Niagara Resorts HotelsNiagara Falls, NY
Organized and coordinated all stages of group bookings within a stated time frame from advanced reservations to final departure for all four Niagara Resort properties.
Communicated with central accounting office concerning accounts receivable for all group reservations.
Assisted in the recruiting and retention of potential group bookings resulting in a 25% increase of projected revenue.
BBA: Accounting06/1994Niagara UniversityNiagara Falls, NYAccounting
04/2013 - Present Niagara Education Foundation Advisory Board Member
05/2007 - Present Salvation Army Advisory Board Member
Over 20 years of providing quality customer service, over 10 years of leadership and management experience, Team Leader & Team Player, Budget Development & Administration, Community Outreach, Event Planning & Management