Executive Assistant Customer Service
Resume:
Jeri L Caruthers
***** * ** *** *** Lot Q
Thonotosassa, FL 33592
****.******@*****.***
SUMMARY
Seeking ways to bring a remarkable change in the overall production and efficiency of the company, the client, and the customer while maintaining the highest level of integrity, confidentiality, and customer service is my motive. Although a born leader, remaining teachable and utilizing all opportunities to help others succeed is essential for breeding dedicated and loyal associates for continued growth of the business. Providing accuracy, attention to detail, and the ability to quickly adapt to change while providing exceptional communication and problem-solving skills will prove to be an asset to you and your clients.
EMPLOYMENT HISTORY
Technical Support and Sales Representative (Remote/Telecommute)
teleNetwork Partners Tampa, FL
April 2018 – present (0 years 11 months)
Interact with customers to provide, process, and prioritize information in response to inquiries, concerns, and requests about products and services primarily via inbound calls.
Troubleshoot technical support issues for customers including modems, routers, internet, and security issues providing a “first call” solution for an average of 2 out of every 10 calls
Follow provided processes and procedures and research required information using available resources to identify and escalate priority issues per client specifications
Represent our clients in a positive, professional, and ethical manner while working to exceed customer and company expectations resulting in an average OSAT (survey/QA metrics) score of 9.5 out of 10.
Accurately process and record call transactions using the designated tracking software
Remain up-to-date with system information, changes, and updates thus creating successful relationships for the customer, the client, and the employee
Manage time effectively in order to obtain performance criteria objectives achieving an average handling time of 700 seconds and four calls per hour
Sale of technical support plans specific to the customer’s issue when applicable
Director of Operations (Remote/Telecommute)
ESCO Marketing, LLC Palm Harbor, FL
February 2012 — April 2018 (6 years 2 months)
Created a virtual training site powered by Google Docs and utilized Skype's instant messaging for easy access and maintenance of all home agents throughout the country reducing administrative overhead by 75%
Communicated with all applicants, establishing strong work ethic relationships, and showing support to effectively achieve lower turnover rates
Provided knowledgeable responses to home agents and customer’s inquiries in real time to achieve an average of enrollments at the rate of 1 out of 10 calls
Created and maintained spreadsheets for sales, live monitoring, and payroll
Earned excellent marks on performance reviews in areas including work volume, accuracy and quality, ability to learn and master new concepts quickly, positive work ethic, and commitment to providing unsurpassed customer service.
Owner/Operator
JLBeasley Construction, LLC
November 2014 – November 2015 St Petersburg, FL
Placed ads, screened, interviewed, and hired sub-contractors and helpers to remodel Section 8 homes
Complied with Section 8 Housing requirements and met all requirements of Code Enforcement resulting in passed inspections the first time
General maintenance of all occupied and unoccupied dwellings
Reported all time and completed payroll to submit to lead accountant for all employees
Walked each job personally and submitted bids to gain access to complete work
Filed for any permits and properly displayed in the required places
Supervised work and workers making corrections where necessary providing a safe working environment
Created list of materials and ordered, picked up, and delivered materials to each job
Made use of extra materials for the next job or stored in storage for future jobs
Collected rent, distributed code violations, and carried out the proper steps for evictions when necessary
Energy Consultant Supervisor
Nexgen Energy, LLC Holiday, FL
April 2010 – March 2012
The gas and electric industry are fast paced, requiring the ability to think and act quickly, providing problem solving skills and exceptional customer service, while remaining in full compliance with the FCC, the FTC, and the company's rules and regulations.
The duties of my position included, but were not limited to administrative support to the owner and C.F.O., posted daily ads for employment, as well as interviewed, hired, trained, and maintained all in-house and work-from-home employees
Replaced an eight-hour in-house training class with an online training site, thus reducing administrative overhead by 20%
Maintained current scripts, bills, and rebuttals providing agents with accurate, real-time information for the customer
Generated reports on daily sales, sales per hour, and weekly payroll for all agents
Generated Quality Control reports enabling the administrative team to resolve all issues immediately without incident or compromise
Exemplified confidence, encouragement and the desire to succeed to all agents, resulting in both the agent's and the company's progression and success which reduced employee turnover by 30%
Filed the required Florida Telemarketing License application for all new hires with the Department of Consumer Services and Agriculture
Maintained all employee files.
EDUCATION
South University
Studying for BS, General Psychology – Concentration Behavioral Health
February 2017 – present
Degree date: 2020
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