Customer Service Administrative Assistant
Resume:
JUANITA L. TROTTER
**********@*****.***
OBJECTIVE
Reliable and Dependable Administrative Assistant/ Support Representative looking for an
opportunity to build more with customers with an existing company.
EXPERIENCE
2008 2012 Frontier Communications – Administrative Assistant/Customer Support
Office Support for Frontier team members
•
• Support to Large and Small Business Customers. Support by phone, email and live chat
and in person.
• Provide direct support to staff as well as non staff
Prepared Reports and Scheduled Appointments to meet business needs
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Α ssisted with planning and processing orders
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• Open communication between myself and the customers/clients
• Analyze office management and administrative problems in order to devise workable solutions
Follow up (via phone, email or in person) response
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Handle customer inquiries on billing, website support within a high volume workload
•
in a deadline driven environment.
• Took messages accurately and accordingly.
• Greet and assisted visitors
• Kept policies and procedures enforced.
• Worked with Lotus Notes, Outlook and Microsoft, Excel and Powerpoint.
• Kept track of the issues with CMIS tracking system
2005 2008 Customer Service Support Analyst
Assisted customers with their website issues. Provided effective and consistent technical
•
and customer support.
Participated in debugging of the servers
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Follow up (via phone, email or in person) with technical response teams on incidents
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that have not been responded to and/or resolved in order to ensure highest level of
customer service.
• Researched technical solutions. Responsible for publishing and maintaining technical support
webpage. And as we established support process and escalation procedures
.
Performed capacity planning
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Created a test environment and procedures to verify the feasibility, usefulness and
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effectiveness of new products and processes.
Support provided by phone and email.
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2002 2005 Telvista Communications – Customer/Technical Support
Performed tasks related to answering customer inquiries received via telephone, or
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through applications and correspondence.
Interacted with customers; provided program information, rules,
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regulations, laws and policy and procedures.
Monitor incident management queue
•
Consistently met or exceeded sales goals and established reputation for
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outstanding customer service.
• Provided contact information directly to customers.
• Support also provided to staff members.
• Earned a reputation for customer service excellence.
• Escalate Tier 3 problems to appropriate support groups through the incident tracking system
and according to department problem resolutions process.
• Achieved the lowest customer escalations amongst reps by resolving customer issues at first
point of contact.
EDUCATION
Piedmont Community College 2000 2005
Associates Degree Computer Skills and Technology/Computer Science
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