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Customer Service Administrative Assistant

Richmond, Virginia, United States
June 12, 2019

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*/**/**** ********'s Resume - Google Docs 1/3 SHIRONDA JOHNSON PAGE TWO


**** *** ***** ** 804-***-****

Charles City, VA 23030


A detailed – orientated, innovative, experienced professional with proficiency in administrative skills. O utstanding experience working in a team oriented environment demonstrating the ability to work with other administrative professionals efficiently and collaboratively. In addition, am comfortable with multi – tasking in various settings, while remaining cognizant of timelines and goals. Also, experienced as a trainer. PROFESSIONAL EXPERIENCE

Capital One, Glen Allen, VA 2000-2019

Administrative Lend Program: March 2015

Lend Assignments:

May 2015: Assignment lasted 3 weeks; supported 4 Directors in West Creek June 2015: Assignment lasted 6 weeks; supported 3 Directors, one in New York, two in McLean

September 2015: Assignment lasted 9 weeks; assisted the admin with supporting 4 Directors and 1 Vice President

December 2015: Assignment lasted 10 weeks: supported 1 VP (McLean), multiple Directors East Shore, West Creek 1), Global Finance Team, covered for 2 additional admins, trained 1 new admin

May 2016: Assignment lasted 4 weeks: supported 1 Sr Director and 4 Directors in West Creek and in McLean (Towers Crescent 2)

Administering Mentoring Motivating

Calendaring Organizing Training/Development

Scheduling Coordinating Designing

Administrative Assistant 2016- 2019

Supported numerous executives from Director to Vice President. Daily tasks consisted of:

● Managing calendars to resolve conflicts

● Schedule/modify meetings

● Book travel

● Expense reports

● Planned team/department events

Along with being an administrative professional, I joined the Admin Lend Program in 2016 as the participant workstream coordinator and trainer. My responsibilities consisted of:

● Gathering applicants for the two-week training

● Scheduling meet and greet interviews with the applicants 6/11/2019 Shironda's Resume - Google Docs 2/3 SHIRONDA JOHNSON PAGE TWO

● Booking rooms for the training

● Trained a few courses during the training period

● Gained approvals/extensions for lend assignments Senior Coordinator/Enterprise SCRA 2012-2016

Reviewed and decisioned our military customers’ and their dependents’ requests for SCRA benefits and fulfilled those requests. Decisioned accounts from all Lines of Businesses. Supported leadership in the administrative role by completing several functions daily.

Trains new associates to effectively and efficiently do the core job requirements set before them.

Serves as a mentor and peer coach to assist new associates with reaching and maintaining the daily goals set in the departments as well as their personal goals.

Supported leadership by processing travel and expense reports, scheduling meetings, planning departmental events and meetings, ordering supplies, and ordering equipment. Merchants Disputes 2008-2012

Processed cardholder’s disputes involving credit card charges on their Capital One accounts within specific timeframes, made & received phone calls to provide updates on the disputes, and ensured a positive customer experience.

Determined correct avenues for resolving disputes for Capital One Customers

Assisted customers with reaching resolutions with merchants in the form of completing 3-way phone calls

Credit Bureau Research 2006-2008

Received and processed cardholder’s disputes in regards to their credit bureau reports and what is being reported.

Make corrections as necessary on cardholders’ credit bureau reports

Responds by written communication to customers in regards to their concerns about credit bureau reporting.

Account Resolutions Team 2003-2006

Assisted customers in answering questions about their Capital One accounts. This also included taking supervisor/escalated calls, and assisting customers with initiating merchant disputes on their credit card accounts.

Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills

Achieved high retention rates when customers called in to close their Capital One accounts.

Successfully de-escalated supervisor calls and provided a positive customer experience Skylab 2000-2003

Received and submitted application requests for new accounts. Assisted customers in answering questions and maintaining their Capital One accounts.

Assisted with the implementation of new and revised policies 6/11/2019 Shironda's Resume - Google Docs 3/3 SHIRONDA JOHNSON PAGE TWO

Provided feedback to the marketing department to development and enhance testing scripts for new and existing products and services.


Coursework toward PhD – Masters in Education

Strayer University, Richmond VA

Bachelor in Business Administration,

Bryant & Stratton, Richmond VA

Associate Degree in Business Management,

Bryant & Stratton, Richmond VA


November 2010 – Received my Training Certification through Capital One University

March 2015 – Successfully completed the Admin Lend Program Training with Capital One

Proficient in my use of Microsoft Office including Outlook, Word, Excel, Access, and PowerPoint.

Proficient in my use of G-Suite (Google Suite)

Excellent in organizing daily tasks and special functions.

Utilized my school education in training and mentoring new associates in my current department and in several other departments I have been in.

Able to effectively and efficiently juggle several of my daily functions.

Excellent customer service skills.

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