Quiana M. Silas has over 10 years of experience in customer service and management roles. She graduated cum laude from Tougaloo College in 2012 with a Bachelor of Arts in English with an emphasis in Pre-Law and a 3.40 GPA. Currently, she is a Team Manager at Saks Fifth Avenue Contact Center, where she takes escalated calls, assesses performance, and ensures systems are working properly.

1. Quiana M. Silas
951 Leora Ln. Apt 5320
Lewisville, TX 75056
(503) 341-9585
qmcwilliams0611@gmail.com
Education
Tougaloo College, Tougaloo, MS September 2007 – May 2012
Bachelor of Arts in English with an emphasis in Pre-Law
Cumulative GPA: 3.40/4.0
Experience
Team Manager July 2012-Present
Saks Fifth Avenue Contact Center
-Take escalated calls, assess associate performance based off key performance indicators,
issue terminations, reviews and performance improvement plans. Making sure systems are
working properly and reporting issues in a timely matter when they are not. Managing
resources for three channels of communication (chat, phones and email) and making sure
associate are taking their lunches and breaks as scheduled so service level is not disturbed;
Look for patterns of work avoidance
Server/ Host/ Bartender January 2009 – Present
Olive Garden Jackson, MS/Arlington, TX
-Take care of guest needs; provide a genuine Italian dining experience.
Billing Clerk/Customer Service Representative June 2008 – August 2008
Waste Management Portland, OR
-Took bill payments, adjusted accounts as requested by customer. Provide 100% customer
service. (Seasonal position)
Server June 2008 – August 2008
Denny’s Portland, OR
-Took care of guest needs, provide 100% guest service. (Seasonal position)
Extracurricular Activities
Rueben V. Anderson Pre-Law Society
Tougaloo College Pre-Law Program
Phi Alpha Delta Law Fraternity, International
Tougaloo College Pre-Law Chapter
Academic Honors
Graduate with Honors, Cum Laude
Tougaloo College, Tougaloo, MS
Ronald H. Brown Law School Prep Program Scholar/ Hardest Worker Award
Recipient
St. John’s University, Queens, NY

2. Alpha Lambda Delta National Honors Society For First-Year Students Inductee
Tougaloo College, Tougaloo, MS
Outstanding Pre-Law Student of The Sophomore Class
Tougaloo College, Tougaloo MS