Customer Service Executive Assistant

LATOYA D UKES

**** ******** * * *** • Rockledge, FL 32955 • 321-***-**** •

l *****@****************.***

O BJECT I VE

I am an energetic, result-oriented executive assistant seeking an opportunity to maximize

my organizational skills and experience in a challenging environment.

P ROF I L E STATE MENT

An experienced executive assistant with a proven t rack record of successfully managing

simultaneous projects and meeting deadlines consistently and accurately. A strong

administrative background coupled with excellent computer skills facilitates the provision

of complete secretarial support. A self motivated worker who is able to communicate

effectively at all levels.

Over 12 years of executive assistant experience in a fast-paced work environment. Proficient

i n multiple computer applications with fast, accurate typing skills. Excellent

organizational and planning skills. Skilled at problem-solving and decision-making.

A top performing executive assistant who is both professional and t rustworthy. Known as a

hard worker commit ted to the efficient completion of challenging projects within deadlines.

P roven ability to resolve problems and follow through effectively. Successfully implemented

work processes for improved efficiency, organized events and functions and liaised with

clients at all levels.

P ROFESSIONAL E XPER I ENCE

C ALL C ENT ER M ANAGER

TSC Solutions January 2012 –

P resent

Rockledge, FL

• Responsible for ensuring operational and financial objectives of the call center are met.

• Facilitated over 20,000 Inbound calls (Sales and Customer Service) a day

• Work with entire management team to ensure the highest level of support on-going and

anticipate problems with staffing

• Managed the wireless division (Sales and Customer Service)

• Identifies opportunities for improvement and manage the process of innovative change

effectively

• Developing and coaching of Call Center Supervisors, Team Leaders, and Customer

Service Reps and training requirements for new clients

• Communicated information and recommendations to Call Center Director

T raining Supervisor/Manager

TSC Solutions January 2010 –

January 2012

Rockledge, FL

• Managed assigned Training Staff, Team Leads, Floor Supervisors and Customer

Service Reps for a 500 seat Call Center

• Assign duties and oversee the day to day operation of the t raining department

• Planned and managed departmental activities in accordance with agreed budgets

and t imes lines

• Developed/delivered project/program t raining per company specifications.

• Developed learning objectives, which effectively describe t raining outcomes per

company specifications.

• Assess t raining effectiveness utilizing appropriate evaluation methods.

• Managed/scheduled department resources and logistics

• Maintained records for all t raining/education activities

• Attended meetings and act as a representative of the Training Department

• T roubleshoot incoming calls while promoting company image of professionalism,

i ntegrity and quality.

• Train Representatives to accurately input data while moving prospects along the

sales cycle to effectively close sales.

• Coach and develop Representatives to maintain professionalism and proper etiquette

t hrough all forms of communications.

• Train new hire personnel to use applicable customer care skills.

• Update manuals as required to ensure that Representatives are able to effectively

complete job functions.

E xecutive Assistant

Corporate Office of the Churches of God June 2000 - June 2009

Cocoa, FL

• Responsible for managing calendars and scheduling meetings for all executives

• Compose and distr ibute inter-departmental memorandum; ensuring t imely delivery

and receipt of important information while at the t ime maintaining confidentiality

• Organized, sort and assign mail distribution for all employees

• Prepared management reports and maintained proper records of files

• Responsible for making all t ravel arrangements for executives via the Internet,

w hich resulted in a major net saving for the company

• Handled the tasks of assisting and monitoring budgets

• Responsible for compiling and analyzing data

• Handled the charge of answering phone calls

• Conference Coordinator

E DUCAT ION

Associate of Science Degree January 2000

Keiser University, Melbourne, FL

3.8 GPA

Bachelors of Business Administration 2014

Keiser University, Melbourne

4.0 GPA

Contact this candidate