Sign in

Customer Service Administrative Assistant

San Tan Valley, AZ, 85143
October 17, 2018

Contact this candidate


Kesha London

Home Advisor

San Tan Valley, AZ ***43


Work Experience

Home Advisor


March 2016 to July 2016


• Answering customers questions via phone/chat or online

• Answering questions about both software and hardware

• Answer questions about Apple products: Watch, iPod, iPad, Mac, iPhone, Apple TV, and iTunes

• Inform customers about upcoming Apple Releases

• Noting customers account

• Calling customers back informing them of updates to their accounts or if the line disconnected

• If Customers requested a call back online

• Reaching out to Apple to resolve issues that customers may ha Tier 2 Customer Support Specialist


July 2015 to January 2016


• Responds and answers all inbound telephone calls and correspondence in a timely manner.

• Uses standardized situational responses and processes to resolve customer issues.

• Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.

• Makes recommendations to improve efficiencies where applicable.

• Works to meet all existing SLA's and works to improve overall process by recommending improvements to Supervisor.

• Documents and escalates all contacts reported by users following Customer Support standard operating procedure.

• Maintains and continually increases knowledge of supported software solutions.

• Assists with training of peers in the standards and practices within the Customer Support organization.

• Participates in special projects and performs other duties as assigned. Customer Service Representative

Arise - Telecommute

March 2012 to May 2013

Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas

• May be required to work in one or multiple queues/skill sets over various customer contact channels

• Responsible for improving customer retention through programs and service provided to the customer

• Utilizes mechanized systems to initiate and complete service orders and handle customer requests

• Continually maintain working knowledge of all company products, services and promotions

• Make recommendations according to customer's needs on features, accessories, upgrades and rate plans

• Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines

• May sell and provision wireless services, products, features, equipment and accessories Independent At-Home Agent

LiveOps Virtual Contact Center

March 2008 to February 2011

Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.

• Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.

• Successfully complete initial on-the-job training, as well as any new product or on-going training.

• Process incoming calls manually in the event of computer system failure; and ensure quality or customer issues are escalated using established procedure and brought to resolution (e.g., chat, email, message boards, phone, etc.).

Paralegal/Interaction Clerk

Winston & Strawn, LLP - Chicago, IL

February 2006 to March 2008

• Trained on InterAction Windows & Web Client versions.

• Assisted attorney's in preparing for trials, hearings, and closings.

• Did legal research and gathered relevant information for cases.

• Gathered and analyzed information, then prepared a written report that the attorneys used to determine how the case should've been handled.

• Prepared presentations for the attorney.

• Maintained the Firm's InterAction database

• Arranged, proofed and tested briefings, newsletters and seminar invites.

• Distributed marketing materials and generated reports for marketing department and users

• Train all employees on use and formalities of InterAction database

• Manage Practice Group contact lists and Outlook mailboxes for each Practice Group

• Manage several data stewards (temps): schedule workload, set up daily tasks, monitor/review work

• Organize regular training sessions for marketers (local and virtual), and provide one-on-one support to attorneys and secretaries when necessary

• Update training curriculum

• Monitor user activity via Data Change Management Inbox Public Relations Assistant Administrator

Hazel Crest, IL

April 2004 to April 2006

Knowledge & Web Solutions Administrative Assistant Mayer, Brown, Rowe & Maw LLP - Chicago, IL

July 2005 to February 2006

Chicago, Illinois (among the largest law practices in the world ranked #9)

Knowledge & Web Solutions Administrative Assistant 7/05-2/06 Clerical Associate

July 2003 to July 2005

• Updated and maintained timekeeping (days off, leave early, come in late) for all co-workers in department

• Scheduled meetings, appointments and prepared correspondence

• Created spreadsheets and data entry in databases

• Insured travel arrangements were set up accurately

• Schedule appointments/make follow up phone calls

• Schedule conference rooms for meetings using Room Tracker

• Organize and maintain paper and electronic files

• Provide information via the telephone, postal mail, and e-mail

• Create spreadsheets, compose correspondence

• Assist co-workers in meeting deadlines with work

• Data entry in databases to assist department with meeting deadlines

• Deliver mail to individuals as it comes into the department via interoffice and outbound mail

• Obtain cash reimbursements for trips, etc. via Necho Expense

• Make sure equipment is set up and running for all WebEx meetings Administrative Assistant/Receptionist

September 1997 to April 2004

• Research various topics, issues, and current events via Internet for Senior Pastor

• Contributing writer for church website

• Contributing Ghost Writer for Senior Pastor's Books, Newsletters, etc.

• Type letters and memos as dictated or written/Create spreadsheets

• Answer phones and direct call to appropriate person(s) on 6 console phone line

• Create miscellaneous documents (i.e., brochures, certificates, and handouts)

• Assist with the school of ministry by providing administrative skills

• Schedule appointments/make follow up phone calls

• Schedule meetings and appointments

• Organize and maintain paper and electronic files

• Manage projects and conduct research

• Provide information via the telephone, postal mail, and e-mail

• Prepare correspondence

• Handle travel arrangements

• Data entry

• Create spreadsheets, compose correspondence, manage databases, and create reports and documents

• Place correct correspondence in correct mailboxes Education

Associate in Applied Science degree in Paralegal/Legal Office Assistant Robert Morris College - Orland Park, IL



62 wpm, Dictation, Excel, Microsoft Word, PowerPoint Certifications/Licenses

Paralegal Certificate

Driver's License

Customer Service Skills assessment - Familiar

September 2018

Indeed AssessmentsTM evaluation completed with Familiar rating. View my results: Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Certified Paralegal * Strong oral and written communications, organization and problem-solving skills * Demonstrated ability to work independently, handle simultaneous tasks and meet deadlines * Able to interact with staff and management


Microsoft Word, Excel and PowerPoint

Legal Transcription/Legal Dictation

10-keypad: 11,000 strokes

Typing: 62 wpm

Room Tracker Program

WebEx program

Contact this candidate