1. TAMMY M. LITZ
831 Millcreek Circle Elgin, Illinois 60123 224.345.8396
TammyLitz@gmail.com
Customer Service/Data Entry/Donor Care
An energetic multi-tasker with broad customer service/data entry and donor care skills; with the
ability to maximize customer-focused performance through continuous improvement
SUMMARY OF QUALIFICATIONS
• Broad training and experience: operating systems, customer and donor care, internal
communication, and professional skills
• Successfully operated numerous systems and tested various system enhancements
• Excellent verbal and written communication experience, providing all major problemsolving
correspondence to AWANA missionaries in US and Canada, as well as meeting the needs of
over 12,000 customer (church) accounts and 300,000 customer/leaders
• Primary level 2 customer service and donor responsibility in current employment position,
and event planner
• Execute and monitor sales growth plan; utilize marketing programs and tools to work with
Chairpeople and decision makers to increase sales volume.
Specific Skills and Areas of Training
Statistical Reporting / Dashboards Departmental budgeting / Cost Reduction
MPX, JD Edwards ERP Systems,
Salesforce Proficient
Multi-media Administrator / Walk in the Word
Facebook
• Customer Service phone skills / Ontime
Order Processing/Credits and
Adjustments/Upselling
• Donor Care
• Keep abreast of methods, techniques, and
technology / make recommendations for
improvement
• Team Building and Leadership
• Developer of numerous organizational
policies and procedural changes
• Teamwork Skills
• Child Protection – Laws and Practices
• Willow Creek Summit Conference
• ADP and CERIDIAN, and PAYCOR payroll
systems
• Microsoft Office Suite - EXCEL, Word,
PowerPoint, SharePoint, Project, and Outlook
proficiency
• Workplace Sexual Harassment Training
• EXPERIAN QAS Address Verification
EMPOYEMENT HISTORY
Walk in the Word-Harvest Bible Chapel 2010 - 2015
Quality Assurance & Training Manager-Call Center Elgin. IL
Awana Clubs International 1989 -2010
Ministry Services Supervisor Streamwood, IL
Market Day Representative 2013-2015

2. PROFESSIONAL EXPERIENCE
• Initiated numerous time and money-saving ideas, while consistently planning and directing the
productivity of the Ministry Services teams for Awana and Walk in the Word.
• Determined work procedures, preparing work schedules, expediting workflow, cross-training
fulltime, part-time, temporary, and volunteer staff members, and coordinating department
activities.
• Skillfully coordinated departmental processes during database upgrades. Personally developed and
scripted key operating procedures and manuals, recommending revisions and improvements to
increase efficiency, accuracy, and productivity. Regularly interacted with the IT Department to
specify, test, and implement process changes and necessary reports to analyze information and
implement many continuous improvements. Tested new URL's for the on-line store.
• Resolved numerous issues to maximize prompt, accurate service to donors. Handled multiple
complex web issues. Reconciled NSF and chargebacks, making adjustments to customer/donor
accounts. Ran recurring gift batches for both US and Canada. Created motivation, letter codes and
product codes in MPX for Marketing and Shipping needs.
• Demonstrated responsibility and accountability for the data integrity and editing of constituents’
information, new accounts process, renewal process, location research, donor database
maintenance, and other tasks to ensure process quality.
• Constantly researching and introducing alternate or new database techniques, procedures, or
technology; making recommendations to consistently improve performance.
• Donor Care: Communicated with donors to increase donations and build stronger relationships.
Created and maintain donor records, enter donations from donors, large donor, foundations as well
as matched gifts. Executed special “Thank You” responses to donors relative to size of donations.
Generated monthly and year end donor receipts. Run anniversary segmentation reports creating
orders and generating special thank you letters through MPX system. Helped increase donations
through upselling by reaching out to donors by through various means.
• Statistical reports: Generated reports using SQL/MPX to run monthly statistical reports for various
dashboards.
• Enjoyed unleashing the potential of team members, by tapping the whole person to achieve
individual goals. Ensured that the responsibilities, authorities, and accountability of all team
members were clearly defined and understood. Experienced in the discipline of unsatisfactory or
marginal employee performance in a prompt and fair manner, in accordance with policies and
practices.
Market Day Representative 2013-2015
Execute and monitor sales growth plan; utilize marketing programs and tools to work with
Chairpeople and decision makers to increase sales volume.
Build support for Market Days portfolio of programs by participating in organizations activities such
as assemblies, teacher breakfasts, PTA meetings and other events.
Establish frequent communication and maintain positive relationships with Chairpeople, key
decision makers and customers to understand their needs and be a resource for potential solutions
and training as needed.
Supervise all aspects of the monthly sale program including truck arrival and delivery, equipment
set-up, product unload, product placement, inventory, sampling of products, and safety.
Maintain a working knowledge of products, product integrity, processes and deadlines for all Family
of Fundraisers programs.
Complete all balancing and banking procedures within 24 hours of sale event.