Customer Service/ Office Administration

Vanetta S. Thompson

336-***-**** (Mobile) 336-***-**** (Home) 1033 Nancy Lane

********.***@*****.*** Winston-Salem, NC 27107

Highlights of Qualifications

High volume call center experience: 20+ years ( up to 100+ calls/day)

Experience handling escalated calls and completing adjudications

Expert with MS Office programs (Word, Excel, PowerPoint, Outlook) and 50 WPM typing skills

Excellent written and verbal communication skills

Experienced with dual monitors and toggling between multiple systems

Patient and Punctual

Relevant Accomplishments

As an Office Manager for Northwest Office Solutions (RJ Young)

Serving as the point person for the office my duties include but were not limited to:

Scheduled meetings and appointments for sales reps and technicians

Maintained the office condition and arrange necessary repairs

Organized office operations and procedures daily

Created service call and dispatch service technicians

Followed up via phone/email with customers on services rendered

Managed contract and price negotiations with office vendors, service providers and office lease

Placed order for office equipment and toners,

Tracked and received equipment delivered to customer locations

Maintained cash and petty cash flow drawers daily

Assisted lead sales rep and technicians in daily functions

As a CS Mailroom Clerk and Receptionist for Novitex

Collected, opened, sorted, and distributed mail to all departments daily

Processed U.S. Postal Mail by running postage machine daily

Physical ability; lifting up to 50-65 lbs.

Received incoming US/FedEx/UPS mail, deliveries, supplies, and interoffice mail

Tracked items to be delivered inside assigned building and floors

Assisted in the ordering, receiving, stocking and distribution of office supplies.

Assisted with other related clerical duties such as photocopying, faxing, filing and collating

Operated switchboard and directs the caller to the appropriate associate.

Greeted and directed visitors to the company.

Took and retrieved messages for various personnel.

Provided callers with information such as company address, directions to the company location, company fax numbers, company website and other related information

As a Customer Service Representative for Bank of America and Aon Hewitt

Attracted potential customers by answering product and service questions; suggesting information about other products and services.

Maintained customer records by updating account information.

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Maintained financial accounts by processing customer adjustments.

Recommended potential products or services to management by collecting customer information and analyzing customer needs.

Prepared product or service reports by collecting and analyzing customer information.

Contributed to team effort by accomplishing related results as needed.

Notated all conversations and work processed in computer system

As a Customer Relations Associate for Audio Video Repair Center and JFM Enterprise

Built and established great rapports with customers by providing customer service with a smile and positive attitude. Kept an accurate account of dollar amounts in safe and customer accounts

Supervised and facilitated employee meetings and other gatherings

Maintained communication with vendors and technicians via email, fax, and phone to ensure customer orders were properly followed out. Kept detailed documentations of parts ordered and received

Supervised team of technicians (7) and created weekly work schedules to accommodate work orders

Initiated and updated claims daily along with resolution for no recurrence of issues

Work History

09/2016-06/2017 Office Manager/Customer Service Northwest Office Solutions, Winston-Salem, NC

08/2015-08/2016 Customer Service Mailroom Clerk Novitex, Winston-Salem, NC

Receptionist

09/2014-05/2015 Customer Service Professional II Aon Hewitt (Randstad) Winston-Salem, NC

06/2013-08/2014 Research and Adjustment Analyst III Bank of America (Aerotek), Greensboro, NC

Customer Service Professional III

(Contractor)

02/2012-04/2013 Customer Service Professional BCBS of NC, Winston-Salem, NC

10/2010-12/2011 Administrative Tech Supervisor Audio Video Repair Center, Kernersville, NC

Customer Relations Associate

Education and Training

Customer Service Training Aon (2015-16) Bank of America (2015)

Blue Cross Blue Shield of NC (2014)

Customer Service Relations Training Bank of America (2015)

Billing and Claims Training Blue Cross Blue Shield of NC(2014)

Certificate-Office &Computer Technology Forsyth Technical Community College (2000)

High School Diploma West Forsyth High School (1998)

References Available Upon Request

Vanetta S. Thompson

********.***@*****.***

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