Customer Service Administrative Assistant

CANTRESE ALLOWAY

*** ***** ***** *****, *** York, NY 10030

Home: 917-***-****

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

PROFESSIONAL BACKGROUND

Highly experienced Customer Service professional. Able to handle a high volume of customer calls in a fast-paced

environment, with minimum supervision, while maintaining emphasis on the highest quality of customer service.

Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary. Excellent

listening skills, oral and written communications. Comfortable with interacting with all levels of the organization and

public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal

escalations.

ACCOMPLISHMENTS

1987 - Salutatorian of Senior Class - Laurinburg Institute Prep

2004 – Circle of Excellence Winner, Spirit of Excellence Winner

2006 - Service Excellence Award Nominee 3rd & 4th Quarter

2007 – Service of Excellence Award Nominee 1st & 2nd Quarter

PROFESSIONAL EXPERIENCE

AT&T

Paramus, NJ

Global Trusted Professional/Customer Service Specialist/Financial Research Analyst 11/2006 to Current

Assist with Corporate and Government accounts; Work closely with Corporate Acct Sales Reps

Access to several systems daily; Using tools and resources to maintain a first point of contact resolution

Resolving all issues which include activations, migrations, billing, credit and adjustments, placing and tracking

orders, warranty exchange, troubleshooting, canceling and reinstating service, number changes; customer follow ups, assist with customers email and chat requests; Deliver extraordinary service by following the AT&T Promise Philosophy

Research and make final decisions on high level accounts requesting credits and adjustments up to $50,000

Maintain high attainment for several months at 110%. Ranked each month in the top 40 percentile

Resolve Customer Commitments & Escalations

AFFINITY DIRECT

New York, NY

Senior Loan Specialist Administrative Assistant 11/2005 to 05/2006

Assist Senior Loan Specialist; Assist borrowers with consolidating federal student loans

Access to (NSLDS) National Student Loan Database, contacted borrowers on dialer system

Answer inquiries; maintain filing and data system, full clerical duties

EARLYBIRD DELIVERY SYSTEMS

New York, NY

Receptionist/Customer Service Representative 01/2004 to 10/2005

Maintained filing system for managers and dispatchers Input and reviewed customer requests for delivery,

cancellation, misdirected/undelivered items; Input over 100 jobs a day in database Analyzed customer

complaints and articulated appropriate response and determined charges for service requested

MAMA FOUNDATION/ FOR THE ARTS

New York, NY

Production Assistant /Receptionist 09/2002 to 01/2004

Responsible for managing office administrative duties for CEO Vy Higginsen

Heavy telephone, written communication, greet and monitor visitors, maintain clean and professional office space

Working with all senior staff, coordinate with executives, coordinate travel arrangements and conferences

EDUCATION AND TRAINING

BUSINESS MANAGEMENT 1987

Saint Augustine's College, Raleigh, NC

AFFILIATIONS

African American Telecommunications Professionals Group

CWA Local 1101 Member

AT&T Pioneer Volunteer

Women of AT&T

SKILLS

Administrative duties, Medical Billing Collections, Credits and Adjustments, Data Entry, Filing, Managing, Switchboard,

MS Word, Excel, Outlook, Datatrac, Windows, Troubleshooting, Type 40 wpm, Written Communication

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