Summary and Objective
Organized goal-oriented, adept multitasker. Sharp awareness of omissions and inaccuracies, and prompt with corrective action. Self- starter, quick study and team player. Professional phone manner, data entry, word processing, composition of routine and legal correspondence. A Customer Service Agent is the face of a company to the world. We have the responsibility of reflecting a company's directives and being the tool that keeps a client happy and keeping them coming back for repeated business. Our goal is to reach for the best in Client Satisfaction Ratings year after year. If we are able to achieve high performance ratings, the job of an agent has been successfully achieved.
Administrative Assistant / Customer Service Manager Jun 2004 - Apr 2016 Intuitive Visuals, Dallas TX
Organizing, providing proper documents, reports and information to department and external clients in useful and well-organized manner. Composing correspondence, press releases, document templates, company manual and policy guidelines. Auditing monthly financial reports after entering weekly transactions for P&L statements including A/P, A/R, invoicing, billing, and payroll timesheets. Partnering with in-house artist and sales team on new proposals, bids and setting up templates for time efficiency. Answering customers' questions, concerns and requests by phone or email. Analyzing complex situations as a tool to assess performance of our organization and our competitors. Network Technician, Tier 2, National Call Center June 2000 - Jan 2002 Stream, International (contract for AT&T"s ISP broadband division), Carrollton TX Answering and addressing issues from incoming calls. Assisting customers with connectivity, software, hardware, outages, speed issues devices, and overall broadband internet service. Resolving and conducting detail information by running software programs remotely and quickly to solve issues. Documenting of information from callers and creating a reference entry in customers file. Typing detailed step by step instructions with troubleshooting ticket. Reporting outages to cable providers, subscribers, and submitting affected outages on our knowledge base. Ability to constructively relay messages from callers to upper management in a professional manner. Troubleshooting technical and complex computer issues. Follow up with customers to ensure satisfactory service. Key Accomplishments
Record Holding 7 Weeks of best stats for the graveyard shift. This involves the number of calls answered, resolving problems, the average time to resolve, wrap time, success rate and the number of correct troubleshooting procedures.
Skills & Specialization
Handling high call volume, A/P, A/R, Profit and Loss Statements, Monthly Sales Reports, Composing Business and Legal Documents, Well-organized, Accurate Typing, Setting up Email and Computer Hardware and Software, Financial Reports, Dealing with Clients and the Public, Project Sincerity, Active Listener, Troubleshooting and Help Desk Roles, Proposals, Press Releases, Implement and Embrace New Ideas, Invoicing, Auditing, Generating Sales, Coding, Call Center, Poetry, Customer Service, Microsoft Office including Word, Excel, Access, Correspondence, Medical Terminology, Quicken, Macs, PCs, and most of all being a Team Player Education
Tech Skills Medical Coding and Billing Dallas, TX (US) Aug 2004 - Apr 2006 Medical Coding And Billing Program
CompuTech Consultants Comp Tia Certification Richardson, TX (US) Jan 2003 - Jun 2004 Certification Comp Tia
Austin Community College Accounting and Business Austin, TX (US) Jan 1982 - Jun 1984 Attended to accrue hours for Associates Degree
Central TX Comm. College Basic Undergraduate Courses Killeen, TX (US) Aug 1979 - May 1980 References
Will be Provided Upon Request.