Customer Service Administrative Assistant
Resume:
*/**/**** ********'s Resume - Google Docs
https://docs.google.com/document/d/1Wlkk0cVyHwy2BgAUkrYmWCzzkv-MUEIbHqXUIioAIRQ/edit 1/3 SHIRONDA JOHNSON PAGE TWO
SHIRONDA JOHNSON
**** *** ***** ** 804-***-****
Charles City, VA 23030 *********@*****.***
SUMMARY
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
https://docs.google.com/document/d/1Wlkk0cVyHwy2BgAUkrYmWCzzkv-MUEIbHqXUIioAIRQ/edit 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
https://docs.google.com/document/d/1Wlkk0cVyHwy2BgAUkrYmWCzzkv-MUEIbHqXUIioAIRQ/edit 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.
EDUCATION
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
PROFESSIONAL DEVELOPMENT
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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