TASHWANA HOLLOWAY

*** ****** *

Brooklyn, NY ****3

347-***-****

acf587@r.postjobfree.com

CAREER PROFILE

Customer-service and administrative professional with experience in office operations and call-center environments.

Combines keen decision-making, problem-solving, and communication abilities with a focus on accuracy and efficiency.

Proficient in Microsoft Office applications, CRM systems, QuickBooks, and accounts payable/receivable programs. Seeks to

apply impeccable work ethic and business acumen in a supervisory role with a forward-thinking organization.

AREAS OF STRENGTH AND EXPERTISE

• • •

Business Operations Customer Satisfaction Live-Chat Support

• • •

Technical Support Process Improvement Order Processing

• • •

Issue Resolution Employee Training CRM Systems

• • •

Staff Supervision Scheduling Dispatch

• • •

Call Center Database Management Record-Keeping

ADMINISTRATIVE EXPERIENCE

Documented all customer interactions and resulting activities in Siebel CRM system. Created and maintained files of

customer requests, work performed, charges for services, expenses, inventory, and other dispatch information. Escalated

priority issues and routed calls to appropriate resources as needed. Ordered equipment and supplies and arranged deliveries

to customer sites. Performed clerical duties, including responding to emails, faxing, copying, and mailing.

CUSTOMER-SERVICE EXPERIENCE

Provided immediate responses to customer inquiries/problems regarding sales, technical support, service, and billing on

incoming calls as well as live-chat support in a call-center environment. Escalated and de-escalated issues appropriately.

Fulfilled customer needs and resolved customer issues within company guidelines and with dedicated focus on preventing

cancels and achieving customer satisfaction. Provided/researched information on products and services and processed orders.

Educated customers where applicable to prevent the need for future issue resolution.

Key Accomplishments:

• Received Exceptional Customer Service award based on customer feedback.

• Promoted from Customer Service Agent to Expert Agent, i.e., lead for new and under-performing representatives,

after four months of employment.

BUSINESS-OPERATIONS EXPERIENCE

Managed team of twenty service technicians, including scheduling and dispatching crews and service vehicles and arranging

transport of equipment to specified locations. Coordinated with technicians, other departments, and managers to facilitate,

schedule, and follow up on repair/problem-resolution activities; notified technicians of schedule and service changes. Served

as liaison between work crews and supervisors. Monitored work orders and equipment usage to coordinate service

appointments. Trained new employees, assisted with on-boarding procedures, and worked with supervisors in coaching and

developing new and under-performing sales consultants to increase productivity.

Key Accomplishments:

• Exceeded protection-plan sales goals by at least 50% per month.

• Developed and implemented system of accountability through regular meetings and check-ins that facilitated more

efficient scheduling and completion of jobs.

• Created comprehensive needs-assessment process to more accurately forecast service and staffing demands.

PROFESSIONAL EXPERIENCE

Asurion, Brooklyn, NY, DIRECTV Technical Support Representative October 2013 to Present

ASI System Integration, New York, NY, Department of Education Brooklyn Coordinator (Temp.) September 2012 to May

2013

Support.com, Brooklyn, NY, Customer Service/Expert Agent July 2011 to June 2012

King TeleServices, Brooklyn, NY, Customer Service Representative (Temp.) February 2011 to July 2011

EDUCATION

Associate of Science, Business Administration, Herkimer County Community College, Herkimer, NY, in progress

Contact this candidate