Customer Service Executive

Profile

Experienced in handling a wide range of legal, general administrative and executive support-related tasks, with little or no supervision.

Education

****, ****** ** ******* ** Critical Incident Management & Criminal Justice in Legal Studies, GPA, 3.47, Graduated from Saint Leo University, St. Leo, Fla.

2017, Bachelor of Science in Cybersecurity, in progress, anticipated graduation date 5/2019. Saint Leo University, St. Leo, Fla.

2012, Bachelor of Science in Criminal Justice, GPA, 3.0 Graduated from ECPI University, Newport News, VA., 23608.

2007, Associates of Applied Science Criminal Justice Technology & Computer Information Science, GPA, 2.7 Graduated from ECPI University, Newport News, VA., 23608.

PROFESSIONAL HISTORY

10/2016 to present, Executive Assistant, The New Y-CAPP, 1919 Commerce Dr., Suite 460, Hampton, VA. 23666, 40 hours per week, Salary Pay, Cadrina Toussaint, Supervisor, 757-***-****.

Perform a wide range of administrative duties while reporting directly to the Executive Administrative. Completes a broad variety of administrative tasks for the CEO and CAO including; managing an extremely active calendar of appointments; completing expense reports; composing and preparing correspondence that is confidential; copying, reviewing outside mail, scanning and filing documents, screening phone calls and visitors, updating contacts, maintaining executive files, arranging detailed travel plans, itineraries, and agendas; and compiling documents for travel-related meetings. Anticipating the executives’ needs and proactively bringing together appropriate people and resources to support the executive in addressing matters that arise.

Perform and complete critical tasks and special assignments. Utilizing my ability to determining priorities, managing time, gaining cooperation of others, monitoring progress, problem solving and implementing adjustments to plans. Enhances executives’ and company’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Represents the executives by arranging company dinners and other corporate functions/events; answering questions and meeting requests directed to the executive office. Assists in coordinating the agenda of senior management team meetings and off-sites, and all staff meetings. Managing external contacts; proactively understanding who they are, who the primary contacts are, and keeping track of periodic communication needed for primary contacts. Effectively handle all communications with a high degree of professionalism, accuracy and confidentiality.

01/2016 to 10/2016, Inbound Dual Skilled Agent (Contractor), Faneuil, 4410 E Claiborne Square, Ste. 311, (West Lobby) Hampton, VA 23666, 40 hours per week, 757-***-****, Contact: yes

Performed day to day services for customers of Dominion Virginia Power (Contractor). Provide account information; set up and schedule payment arrangements; process disconnect notice and reconnect service; adjust payments applied; add and distribute pledge payments; credit and refund eligible accounts; issue and distribute bill statements; and set up Energy Share payments. Execute start/stop and transfer of services. Report outages and issue service orders. Route all calls as appropriate.

07/2011 to 09/2015, Paralegal/Office Manager, Evans-Yosief Law Firm, LLC. 1517 Hardy Cash Drive, Hampton, VA., 23666, 40 hours per week, Barbara Knight, Attorney, 757-***-****, Contact: yes

Performed Paralegal and Managerial duties. Oversaw the office and two employees. Assisted with the coordination of office functions to ensure smooth and efficient operations. Greeted potential and current clients; answered, screened, scheduled and routed calls; disseminated callers’ information, answered all questions and resolved problems within means; completed forms, applications and other documents as needed. Reviewed, collected and analyzed applications for submission and other supporting documentations for cases.

Ensured all activities and documentations along with preparing correspondence, memos, and affidavits, were thorough, detailed and proficient. Effective training and executing, excellent customer service; effectively working with staff and program support. Utilized fax, copying, scanning and distribution of mail ingoing and outgoing. Worked with various supporting documentations using Microsoft Word. Continuous use of electronic mail system to prepare, distribute and respond to critical program correspondence. Provided quick and effective responses to customers, clients and employee inquiries, problems and requests. Counseled and advised clients regarding eligibility and the applications for federal benefits and assistance. Provided consistent information according to established policies and procedures. Prioritized work, multitasking accommodated urgent requests and met all deadlines.

Communicated with all personnel in a courteous, tactful and respectful manner. Scheduled appointments based on the reviewing clients’ documents, forms, and other supporting documents. Conduct research and analysis of documentation as assigned. Use great tact and sensitivity when interacting with clients to discuss the programs and benefits available.

Updated and maintaining clients’ files with complete dates of information provided. Used automated computer system and applications to create, maintain and store information. Continuously reviewed, analyzed and evaluated the process of claims. Identified problem areas and issues; recommended solutions to problem and improved the issue.

Communicated and collaborated with staff in making difficult decisions during stressful situations. Used great tact and sensitivity when interacting with staff during stressful situations.

01/2010 to 11/2010, Internship, Overbey & Associates, Attorney Shawn Overbey, 757-***-**** Newport News, VA. 23606 Contact: yes

Performed administrative duties such as greeting clients, answering, screening and routing telephone calls; effectively and efficiently performed administrative duties and programs. Maintained calendar and scheduled appointments as requested. Prepared, sort and stamp mail. Assisting in preparing orders, motions, affidavits and other correspondence with minimal supervision. Providing great customer service to clients and courteous to staff.

01/2008 to 10/2008, File Clerk, Newport News General District Court Traffic Division, 2500 Washington Avenue, Newport News, VA 23605, 16-20 hours per week, 757-***-**** Contact: yes

Maintained, filed and prepared court summons for day to day court proceedings. Assured organized and accurate filing of summons and warrants by section codes. Performed other office duties such as copying, stamping and shredding. Organize pending and closed summons by numeric and alpha filing. Greeted customers with exceptional services and staff.

CERTIFICATIONS

FEMA Certified

Notary, May ’12 - present

COMPUTER SKILLS:

Applications: Citrix 4.2, Kronos, MS Office Professional 2007, 2010 and 2013, Excel, Spreadsheet, PowerPoint, Word Perfect 12, Internet, MacAfee Total Protection, Outlook, Yahoo and Gmail.

Operating Systems: Microsoft Window NT 4.0, Microsoft Windows 95, 98, Windows 7, 8 and 10.

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