Customer Service Administrative Assistant

Kakia Boyd

**** ***** ***** **

Raleigh, NC *****

(H) 919-***-****

(M) 919-***-****

Email: ******************@*******.***

EDUCATION

**/**-**/** - ****** University (Distant Learning), Crime Scene Tech

Certificate (Completed 2006)

04/09-Present - Devry University (Distant Learning), Business

Administration

PROFESSIONAL EXPERIENCE:

Mar09-Present Customer Service Representative (HALO Practice), West

Corporation

- Assist callers with multiple meeting requisitions and being

knowledgeable of each meeting.

- Verify each caller by name and routes each call to the correct

meeting.

- Collaborate with management and team members on enhancement of

customer service skills.

- Collaborate with management team on training opportunities within the

company.

Jan09-Apr09 Dispatch CSR (Dish Network), Custom Communications

- Collaborated with team members concerning customer orders.

- Answered multiline phones and routed all incoming calls to the

appropriate department.

- Assisted customers with any cancellations or delays in their service

appointment.

- Maintained records of all service calls and work orders.

- Continually updated and revised all service records as needed to

keep customer information accurate.

- Maintained excel spreadsheets by exporting information from the local

database reports.

- Categorized and finalized customer information reports and submitted

to upper level team for approval.

- Collaborated with upper level team to discuss arising daily problems.

Nov08-Jan09 Customer Service Agent (Best Buy Project), TeleTech

- Gathered customer information to retrieve recently purchased orders,

or to purchase products on behalf of the customer

- Answered and solved customer inquiries

- Educated customers on products, return policies, current sales, and

any shipping delays to prevent the need for future contacts

- Answered incoming calls and emails promptly in accordance with

established call and email handling procedures.

- Provided concise quality customer service in a professional and

courteous manner

- Worked on special projects as requested.

- Interacted with fellow team members to enhance project performance

June08-Sept08 Administrative Support Associate (Contractor), North Carolina

Central University (Monarch Services)

- Served as assistant receptionist for the Office of the University

Registrar

- Screened calls, assisted with walk-in clients, and responded to

telephone inquiries regarding departmental procedures and regulations.

- Helped to troubleshoot by assessing the needs of customers and

directing them to the appropriate staff members and made appropriate

referrals to other campus locations.

- Referred requests for problem resolution, made appropriate disposition

of inquiries involving interpretation of policies and programs in

accordance with departmental or institutional policies and precedents.

- Provided assistance with the completion of required documents to

request services and reproducing necessary forms and documents

available for use within the Office of the Registrar.

- Assisted in the coordination and distribution of routine documents and

reports to students, faculty and staff.

- Assessed and assisted in the direction of the processing, customer

service, and supply needs of the office.

- Performed general clerical duties, responded to correspondence, and

provided effective, quality customer service.

- Data Entry, entered student's class information into the system.

- Registered students' for upcoming classes, and corrected any mistakes

made to the student's information in the system.

Oct07-Jan08 Administrative Assistant, On-site Sourcing (Kilpatrick

Stockton, LLC)

- Provided the following services to Law Attorney's:

. Document Imaging

. Web Repository Hosting

. Electronic Data Discovery

. CD Blowbacks

. Video Duplication

. CD Duplication

. Large Scale B&W Copying

. Color Copying

. Oversize B&W/Color Copying

. Bates Labeling

. Trial Boards/Foam Board Mounting

. Binding - (GBC, Velo, Wire)

- Sorted and distributed mail

- Sent and received faxes

- Ordered, stocked, distributed and maintained inventory of supplies

- Created invoices

- Sent, received, and distributed FedEx and UPS shipments

Aug05-Dec05 Administrative Assistant, Alarms Plus

- Maintained multiple phone lines

- Monitored payments received and updated database

- Ensured payment invoices were sent out on time

- Ordered service parts for other upper level employees

- Maintained files and any faxes received

Feb02-June04 Food Service Specialist, United States Army

- Supervised multiple personnel while performing food preparation duties

- Operated and maintained field kitchen equipment

- Ordered and inspected all foods received

- Prepared and coordinated meals according to nutrition standards

Professional Software Experience:

Microsoft Office

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