Customer Service Administrative Assistant
Resume:
Alice D. Clay
Warren, MI *****
*********@*****.***
OBJECTIVE
Seeking a position in a business setting that will allow me to utilize my education and experience. The position could include a variety of office functions and responsibilities such as: Administrative Assistant, customer service, collections, typing, filing, faxing, customer retention and resolution, telemarketing, sales, quality assurance, data entry, receptionist duties, member services displaying (health & welfare) benefits knowledge, order processing, inner office support, and dispatching.
EMPLOYMENT HISTORY
Juvenile Assessment Center, Detroit, MI.
01/2013 – May/2013 Administrative Assistant/ Title I-V Coordinator
Prepares source data for computer entry by compiling and sorting information; establishing entry priorities.
Processes client and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution. Screens telephone calls and visitors, ascertaining who can be redirected to subordinate managers or other offices. Provides information to callers, requiring
detailed knowledge of client(s)’s area of responsibility and general knowledge of company policies, practices, and operations. Brings urgent issues for action to supervisor’s attention.
Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data. Maintains operations by following policies and procedures. Copying and filing duties also performed.
Contributes to team effort by accomplishing related results as needed
Visalus Sciences, Troy, MI
09/2011 - 04/2012 Customer Support Specialist
Receive inbound calls and identify and handle customer inquiries *Resolve customer problems *Educate customers and team on products and services offered. Check status of orders, submit requests for refunds, and product credits. Performing business retention activities. Match product benefits with customer needs, as well as set up profiles and troubleshoot web pages as found on social networking sites. • Identify, respond to, resolve or escalate customer issues/inquiries quickly and accurately • Provide customers with account, service or product information • Process orders and maintenance contracts • Handle billing questions as well as informing customers of account billing procedures. • Assist in answering phones, alphabetizing, filing, data entry and other light office duties. • Problem solving, using appropriate communication when responding to customers especially in stressful situations, using sound business judgment. • Make account corrections and or adjustments • Work with and assist sales staff on account inquiries • Professional, thorough and organized able to follow standard operating policies
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Ability to problem solve and deliver outstanding customer service • Attention to detail • Positive personality • Ability to multi-task
Bartech Group/ Affilated Computer Services, Allen Park, MI
02/2008 - 10/2010 Member Service Representative
Positively respond to (90-140) inbound/outbound telephone calls regarding Health, Welfare and Retirement benefit programs. Complete special projects as needed. Provide excellent customer service, problem solving, analytical, decision-making, communication, follow-up, and organizational skills to participants, carriers, and providers. Review and counsel on Explanation of Benefits, Summary Plan description, Schedule of Benefits, prescription coverage plans, cost increases, as well as changes to plans. Provide World Class Customer Service to all participants regarding health, welfare and retirement benefit programs. Utilize research tools to obtain accurate information and provide resolution to all calls. Maintain accurate documentation tracking status changes on research and initiate call backs to provide answers to inquiries.
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Key Accountabilities: Review and explain medical, dental, vision, and prescription benefits, copayments, etc. Counsel on: Medicare / Turning age 65.
Ultimate Staffing / National Interlock, Livonia, MI
01/2007 - 01/2008 Customer Service/Dispatch Representative
Perform customer service, sales and dispatch duties in a call center environment (inbound/outbound) by handling 60-100 calls daily for National Interlock Service. Assisted customers by scheduling appointments and routing sold unit to assigned dealers for installation of breathilizer device to be installed. Also provided customer education on DUI monitoring unit devices. Entering other needed data into computer database. Copying, filing, and faxing duties also performed.
Dispatch Sales / Customer Service
Verizon Wireless/ Ajilon, Southfield, MI
05/2005 - 05/2006 Financial Service / Collections/ Sales
Responded to a high volume of inbound and outbound customer calls, research and resolve billing and service equipment issues. Balanced company revenue concerns by setting payment arrangements and collecting revenue on outstanding accounts. Also provided information on products and services and demonstrated a commitment to customer service by following up on calls and ensuring superior results. Also approved /denied new and existing customers in establishing new and additional lines of cellular service based on credit criteria.
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Collections and Provided sales support to the Sales Team by processing sales orders, problem solving, processing payments, credits, and making adjustments to customer accounts.
MSA Communications, Redford, MI
01/1999 - 03/2005 CSR-Team Lead / Collections/ Admin
Performed customer service in a fast paced/high volume call center environment (inbound/outbound) by handling 100-120 calls daily. Also displayed coaching, monitoring, counseling and motivational techniques to a team of 20 customer service associates. Monitored employee calls for accuracy and improvement. Dispatch duties were: routing jobs throughout metropolitian-Detroit and Toledo, Ohio areas to assigned technicians and closing technician appointments. Generated reports to management as needed. Other duties were: Processing payments and credits, data entry and setting installation appointments, handling complaints, problem solving and troubleshooting. Also responded to incoming customer support calls by diagnosing and resolving customer software/hardware problems. Accounting responsibilities were: sorting and matching invoices to receivables/payables. Enter payables data, research and problem solve work issues. Collect on customer accounts that were 60 days delinquent, match checks to pay invoices, investigate pricing errors, operate 10-key adding machine. Entering other needed data into computer database. Administrative Assistant duties were also performed such as: sorting and receiving incoming mail. Sending packages via UPS, Fed-Ex, USPS, copying, filing, and faxing.
EDUCATION
Business Operations & Management
Major: Business Management
National Institute of Technology: Livonia, MI
College Credits (28)
Major: Elementary Education
Wayne County Community College: Detroit, MI
Bachelor of Science in Health Administration: Long Term Care Concentration
Major: Healthcare Administration
University of Phoenix: Southfield, MI
CERTIFICATES AND LICENSES
Diploma in Business Operations, National Institute of Technology, MI
SKILLS AND ABILITIES
Key Qualifications: • Previous experience in a call center/ customer service position • Strong telephone and interpersonal skills • Strong problem-solving and negotiation skills • Ability to effectively handle difficult customer calls • Proficient computer skills. Typing 50 wpm, Ten-key 150 npm, Data entry 10,000 keystrokes. Computer Experience: MS Office
(Word,Excel,Access,Outlook) Lotus Notes, Oracle, AS400, Citrix, KLG Tools(Health & Welfare system)and Quickbooks. I am a Team player, multi-tasker, who believes in quality assurance as well as providing 100% of whatever it takes to get the job done. Knowledge of customer service and administrative protocols, Ability to provide world class customer service, Ability to adjust and respond to a fast-paced operation, and Skilled in various customer service arenas, with experience in a contact center setting.
NOTES / OTHER INFORMATION
I am energetic and enthusiastic with excellent communication skills. I also have a strong work ethic, show professionalism, while displaying my skills, education and dedication when provided with the opportunity. In close, I display superb listening and comprehension skills along with integrity, dependability, efficiency, and honesty while inspiring confidence to challenging situations as well as the initiative and desire to go beyond the customer’s expectations. Thank you for your time and attention. References Available Upon Request.
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