Customer Service Administrative Assistant
Resume:
Sheketha L. McGee
Lithonia, GA 30038
Objective: A position in a progressive company committed to success and growth in a highly
competitive environment.
Education:
Associate of Art Degree: Business Administration/Accounting Holmes Community College,
Ridgeland, MS
Skills:
• Monitored service level and call volume to determine staffing; ability to communicate
with DOC during emergencies and outages; ability to distribute instructions to customer
service representatives, supervisors and staff.
• Provided training and developmental instructions to CSR and new hire classes. .
• Updated the automated system to provide updated account information to customers.
• Used DIS to update orders, and radio the Engineers if needed.
• Over nine year’s business experience in the areas of billing, customer service and
collections.
• Proficiency using, MS Exchange (e-mail), MS Professional (Word, Excel), SAP, Extra,
and a variety of other PC software.
Work Experience:
Aerotek (Chase Student Loan) Madison, MS August 2009- July 2010
Collections/Skip Trace
• Handled large volume of outgoing telephone calls.
• Corrected address and telephone number for the borrower, co- maker or endorser, then we must
perform skip trace activity.
• Contacted Directory Assistance when necessary.
• Collected past due accounts that meet or exceed collection targets set by management.
• Produced daily /weekly reports on collections activity to management.
• Analyze the accounts to understand best collection practices.
Comcast Cable Company Madison, MS
Customer Account Executive December 2008-August 2009
• Handled a large volume of incoming telephone calls, covering full range of customer
services in a prompt and professional manner, obtaining all information for resolution of
transaction.
• Answered customer questions regarding Comcast Digital Voice and High Speed service
product.
• Prepared work orders for service appointment requests after determining if field visit is
required and ensure appropriate follow-up procedures are met.
• Input customer orders and data into CRT.
• Demonstrated a solid understanding of our various products and services to ensure an
accurate description is provided to customers ensuring quality sales and retention.
• Utilized online tools for analyzing customer issues, poll outage website to determine
frequency in areas impacted.
• Provided details of serviceable areas not accurately tracking in databases and ensures
systems are updated.
• Provided customer education and troubleshooting on "Area 1" of the Comcast Network,
e-mail, operating system, connectivity issues, product features, wireless, and basic
Internet configuration
Entergy Mississippi, Inc. Jackson, MS
Administrative Assistant Engineering Department December 2007- November 2008
• Provided assistance to Engineers with creating CUTD’s
Provide weekly report to Supervisor.
• Created CUTD’s daily.
• Scheduled appointment with customers to meet Engineers.
Customer Service Representative July 2001-December 2007
• Provided assistance to Customer Service Representatives (CSR) with billing and service
inquires;
• Assisted various departments with bill inquires and investigations. Respond to customer
request initiated by request for a supervisor.
• Extensive knowledge of company operation processes and procedures. High level of
competence in CCS/ACS and excellent skills in other toolkit applications.
• Exercised judgment to inform supervisor and staff of changes that affect call volume;
provides assistance to Customer Assistance Desk and Entergy Business Center.
Reference: Available upon request
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