Customer Service Quality Control

Monique Johnson

Atlanta, GA

*****************@*****.*** - 404-***-****

WORK EXPERIENCE

Admistrative Assistant

Morrow Middle School - Atlanta, GA - September 2009 to June 2013

Responsibilities

1) Review and approve new programs, or recommend modifications to existing programs, submitting program

proposals for school board approval as necessary.

2) Prepare, maintain, or oversee the preparation/maintenance of attendance, activity, planning, or personnel

reports and records.

3) Confer with parents and staff to discuss educational activities, policies, and student behavioral or learning

problems.

4) Prepare and submit budget requests and recommendations, or grant proposals to solicit program funding.

5) Direct and coordinate school maintenance services and the use of school facilities.

6) Counsel and provide guidance to students regarding personal, academic, vocational, or behavioral issues.

7) Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies;

placing and expediting orders for supplies; verifying receipt of supplies.

8) Maintain filing system for district correspondence and records.

Accomplishments

Over 2 years’ varied and increased administrative responsibility.

Proven ability to handle multiple, competing priorities in an effective manner.

Learned to operate new office technologies as they were launched and implemented.

Skills Used

• Professional verbal/written communication skills.

• Office Procedures and Protocols

• Prepare state and federal reports

• Record Maintenance

• Excellent Staffing and Event Planning

• Maintain filing system for district correspondence and records.

• Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies;

placing and expediting orders for supplies; verifying receipt of supplies.

Collections Representative/Customer Service Rep

Sallie Mae - Newark, DE - January 2007 to July 2009

Responsibilities

Possessing the ability to communicate effectively, while working in a fast paced environment. Assisting clients

with issues and/or concerns in regards to their student loan accounts, processing payments, in addition to

performed a multitude of administrative functions (e.g. filing/ record keeping, answering multiple phone lines

and performed follow-up calls).

Accomplishments

• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries

in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned

100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Learned to operate new office technologies as they were launched and implemented.

Skills Used

Information Verification

Team Building, Motivation, and Performance

Data Entry typing 45 wpm/Accuracy

Problem Analysis/ Problem Solving / Organizational Skills/ Customer Service Orientation / Adaptability

Initiative Strong Interpersonal-Communication Skills / Proficient in Microsoft Office Suites / Quality Control /

Superb negotiation skills / Reporting / Troubleshooting / Machine Maintenance / Detail-Minded /

Communicator/Call Center Operations

Office Assistant

Wilmington Housing Authority -Temp (summer youth) - Wilmington, DE - June 2005 to August 2006

Responsibilities

Assist in various departments within the Wilmington Housing Authority and develop a strong rapport with

community members and city officials.

Services include: maintaining confidential information, responded to written and telephone request and forward

those requests to appropriate parties. Perform a multitude of administrative duties that included filing, faxing,

copying, mail distribution, record keeping and utilizing Microsoft Word, Works and Excel (typing and word

processing).

Skills Used

• Internet, web based search engines, filing, and copying, faxing, collating, and multi-line telephone use.

• Proficient in Microsoft Office Suites (Excel, Word Power Point, Outlook, Publisher).

• Data Entry, typing 45 wpm.

• Excellent organizational and customer service skills.

• Superb negotiation skills.

EDUCATION

Glasgow High School

2002 to 2005

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