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Customer Service Administrative Assistant

Hampton, Virginia, United States
January 18, 2018

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Bertina L. Campbell

* ****** ***** ***** *******, VA 23666* (757)***-****



Proficient in various Office and software programs, trained numerous classes of co-workers using interoffice software

Experienced customer service professional offering excellent communication skills, superb typing skills coupled with effective oral and written expertise

Proven administrative skill sets covering all aspects of managing an office environment


Kelly Service 6/2014-5/2017

Authorization and Appointing Rep Lead VA

Demonstrated regular, reliable and predictable attendance. Handled escalated and complex inquiries. Effectively communicated Health net policies, procedures, and applicable benefits to Veterans and/or providers who have misinterpreted, were unaware of, or questioning a Health Net policy or decision. Monitored daily activities of the staff to ensure productivity and goals are met. Monitored processing, tracks and delegates work based on departmental goals, backlog to ensure equitable distribution. Participated in the establishment and review of departmental goals and for implementing procedures and performance standards to achieve these goals. Prepared reports and documentation concerning departmental activities. Reviewed weekly reports for accuracy and maintained production tracking logs. Provided input for employee performance evaluation, training, and motivation of assigned employees. Suggested procedural and policy changes based on workload. Participated in ensuring action plans are implemented to reduce backlog and effect resolution to ongoing issues. Advised and/or educated staff members on correct procedures. Responded to communication from internal units. Encouraged associates to assist other units as necessary. Provided supervisory coverage when supervision is unavailable, i.e handling escalated calls, issues, reports, monitors work flow, etc. Worked as a team member ; cooperated and assisted and collaborated with co-workers to achieve goals and department success, and take personal responsibility for achieving outstanding quality and results.

Reliable Auto Repair 01/2013 – 8/2013 Administrative Assistant

Maintained paper and electronic filing systems for records and messages. Routed and distribute incoming mail and email. Answered routine letters and email. Replied and attached files to incoming messages. Corrected spelling and grammar to ensure accuracy. Operated fax machines, videoconferencing and phone systems, and other office equipment. Used computers for spreadsheet, word processing, database management, and other applications. Completed forms in accordance with company procedures

Ryla/Alorica Group, Norfolk, VA 08/2010 – 01/2013

Senior Retention/Floor Support Specialist

Provided floor presence and answer all questions. Be available for employees who experience work problems providing appropriate counseling, coaching, direction, and resolution. Consistent monitoring, coaching and side-by-sides with associates to ensure sales/quality goals are met. Delivered feedback and tips to team members to help meet goals based on finding. Managed and tracked associates pause time. Created initiatives to increase motivation and excitement on team as well as improve performance. Worked as member/leader of on-going projects that are important to area process of improvement. Represent the team on special projects/initiatives

Retention IHD Escalations Specialist

Addressed and resolved incoming customer escalated calls and/or inquiries which included retaining Verizon High Speed Internet service. Provided internal assistance to Retention representatives who required additional support with resolving customer concerns. Be available for agents who experience work problems providing appropriate counseling, coaching, direction and resolution. Delivered feedback and tips to agents to help meet goals based on findings

Coleman & Associates, Norfolk, VA 03/2008 – 07/2010

Consumer Solutions Representative

Received incoming customer calls and processed requests which resulted in retaining Verizon High Speed Internet service customers

Completed customer inquiries and addressed billing concerns which may resulted in providing monetary compensation on accounts

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