Customer Service Front Desk

LISA W. FLETCHER

Stone Mountain, GA 404-***-**** ****.***********@*****.***

Customer Service Specialist - Administrative Assistant - Receptionist

Administrative professional with 20+ years of combined experience in customer and staff support. My role as front desk receptionist for 15 advisors and 1,500 students in the Student Advisement Center at Georgia State University expanded to supporting 45 advisors housed in three departments serving 15,000+ students, leading a team of Customer Service Specialists, and managing the department call center, all of which proved critical to our customer service ratings and contributed to the Center's enhanced reputation in the U.S and abroad, further stimulating departmental growth.

Core Competencies

Speed and Accuracy Calm and Caring Professionalism

Flexibility Organization Excellent Communication and Writing Skills Research and Record Keeping

Professional Experience

GEORGIA STATE UNIVERSITY Atlanta, GA 1994-2016

Customer Service Specialist 2004-2016

Managed front desk operations and high-volume call center for the Student Advisement Center.

Led team of customer service support staff, providing backup as needed to ensure front desk and phone coverage.

Updated student records changed majors; removed academic holds, and escalated requests for corrections to degree plans or transcripts - in a timely manner so as not to hinder class registration.

Reviewed all completed action forms signed by advisors for accuracy before sending to Student Archives.

Prevented customer service issue escalation using calm persuasion and genuine caring.

Handled academic appeals process by collecting data, reviewing policies, summarizing findings, formulating decision letters for Director or Vice President s signatures, then mailing, tracking and creating reports for them.

Maintained a filing system of highly sensitive and confidential student records.

Created graphs and charts for monthly reporting of advisor/student contact using Excel and GradesFirst.

Distributed mail, ordered supplies, and maintained office equipment.

Scheduled monthly meetings, taking and distributing meeting minutes.

Coordinated the calendars of 40+ staff across three departments using Outlook 365.

Accurately assigned reservations for 4 conference rooms.

Supervised 20+ student workers each semester, providing training sessions using PowerPoint.

Monitored student worker financial aid stipends using Excel and resolved payroll issues.

Received Pounce Award for Excellence in Customer Service.

Student Records Coordinator 1994-2004

Fielded heavy volume of phone inquiries from freshman and transfer applicants in the Office of Admissions.

Reviewed transcripts and test scores to calculate eligibility for admission.

Prepared graduate school applications for review in the College of Education Graduate Office.

Performed front desk reception duties and scheduled appointments for graduate counselors.

Education

Georgia State University Completed 81 Semester Hours of Undergraduate Coursework

Technical Skills

Excel PowerPoint Word Outlook Banner GradesFirst DegreeWorks

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