Customer Service Management
Resume:
HADRA MOHAMMED Dallas, TX *.*****@*****.***
SUMMARY
Decisive, energetic administrative professional with broad-based experience in digital media and communications and advanced skills in resolving organizational and management issues; A solid communicator who works well with others to solve problems with competence, flexibility and efficiency while adhering to company and industry standards; Adept in designing and delivering dynamic presentations to team members across all management levels; Delivers multiple projects on time, within budget; masters new technologies quickly; and well organized and dependable in maintaining confidential matters.
Key Skills include:
Project management
Administrative Support
Customer Care
Process Improvements
Writing & Editing
Account Management
Problem Resolution
Social Media
PROFESSIONAL EXPERIENCE
DEX MEDIA Dallas, TX 2005 - 2017
Campaign Management Support 2016 – 2017
Retained key business relationships and contacts by providing regular direct
interaction with clients; and helping to resolve problems and meet needs.
Accomplished highest revenue retention rate (~75%) for the team by providing
excellent customer service.
Partnered closely with several internal departments including billing operations,
credit and collections to ensure seamless and efficient daily operations.
Routinely achieved cash recovery goals in 30, 60, 90 and 120-day aging
categories.
Recovered over $75K in delinquent accounts by sensitively advising clients of
suspended account status; requesting dates for payments on delinquent accounts; and obtaining and maintaining current client information.
Digital Client Outreach 2013 -2016
Conducted audits of customers’ online reviews to ensure 100% compliance with
professional industry standards.
Acted as an objective source of independent advice to ensure validity; identified
and proofed digital advertising accounts; checked for grammar, punctuation, spelling accuracy; and defined fields of information.
Conducted comprehensive follow-up audits while monitoring review postings.
Analyzed newly sold or renewed digital advertising to ensure fulfillment of customer call tracking number assignments.
HADRA MOHAMMED
*.*****@*****.***
Page 2
IDEARC MEDIA Dallas, TX
(Dex Media acquired Idearc Media in 2005)
Administrative Assistant 2003 – 2013
Managed multiple divisions' customer care and sales representatives; provided
appropriate responses to finance, purchasing, and human resource concerns.
Carefully reported and tracked measurement of revenue growth, retention, and
service of the Advantage advertising clients’ accounts.
Provided quality assurance for customer contracts and copy sheets for advertisers.
Top-notch assistant with 8 years of experience managing business relations and special projects at the senior management level.
Served as primary point of contact for and liaison between management, sales teams, and clients.
Prepared and ensured accuracy of payroll for various departments.
Monitored each employee’s vacation and administered office supplies.
Scheduled and coordinated meetings, interviews, appointments, events and other similar activities for management.
Provided secretarial support for various departments/divisions such as documenting, photocopying, faxing, mailing, answering telephones, and organizing filing systems.
Created spreadsheets and presentations for corporate executives.
EDUCATION Associates of Science Degree
Collin County Community College
McKinney, TX
TECHNICAL/SOFTWARE SKILLS
MS Office Suite – Word, Excel, PowerPoint, Outlook
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