Call Center Agent/ Office Assistant

JORANE METELUS

**** ********* *** - *******, ** 30331 ************@*****.*** 786-***-****

OBJECTIVE: OBTAIN A CHALLENGING POSITION THAT WILL ENHANCE MY EXPERIENCE, WHILE CONTRIBUTING TO THE RAPID

GROWTH OF THE COMPANY BY SHOWING ADVERSITY AND LEVERAGE IN MY WORK PERFORMANCE.

EDUCATION

CLAYTON STATE UNIVERSITY - MORROW, GA JUNE 2008 -2011

BACHELOR OF ARTS IN MARKETING / MINOR IN SUPPLY CHAIN & LOGISTICS MANAGEMENT

CUMULATIVE GPA: 3.1/ 4.0

● ATHLETIC ACADEMIC AWARD

● OUTSTANDING GRADUATE OF THE YEAR IN MARKETING

SEMINOLE COMMUNITY COLLEGE - ORLANDO, FL AUGUST 2006 - 2008

ASSOCIATE ART AND BUSINESS CUMULATIVE GPA 3.3/4.0

● ATHLETIC ACADEMIC AWARD

● DEAN’S LIST FALL 2007

WORK EXPERIENCE

ACTIVE HOME SOLUTION - MCDONOUGH, GA - 2011 TO 2014

TELEMARKETING SALES REPRESENTATIVE 2011

● DELIVER PREPARED SALES TALKS, READING FROM SCRIPTS THAT DESCRIBE SERVICES, IN ORDER TO PERSUADE POTENTIAL

CUSTOMERS TO PURCHASE A SERVICE.

● CONTACT PRIVATE INDIVIDUALS BY TELEPHONE IN ORDER TO SOLICIT SALES FOR SERVICES.

● EXPLAIN SERVICES, PRICES, AND ANSWER QUESTIONS FROM CUSTOMERS.

● MAINTAIN RECORDS OF CONTACTS, ACCOUNTS, AND ORDERS.

● CALL TO RESPOND TO CORRESPONDENCE FROM CUSTOMERS OR TO FOLLOW UP ON INITIAL SALES CONTACTS.

● COLD CALLS; MAKING 100+ OUTBOUND CALLS DAILY

CALL CENTER AGENT/ ACCOUNT SPECIALIST 2011

● FRONT-LINE PERSONNEL OFFERING QUALITY CUSTOMER SERVICE; INTAKE / ASSESSMENT OF CUSTOMER NEEDS. ANALYZE

CUSTOMER’S PROBLEM AND RECOMMEND DIFFERENT SERVICE OPTIONS TO RESOLVE THEIR ISSUE. EDUCATE CUSTOMERS ON

PRODUCT RELATED INGREDIENTS AND AT HOME REMEDIES TO ELIMINATE ANY PROBLEM.

● SCHEDULE APPOI N TMENTS F OR SALES R EPRESENTAT IVES T O M EET W IT H P ROSPECT IVE C USTOMERS O R F OR

C USTOMERS T O A TTEND SALES P RESENTAT ION

● ASSIST IN MAINTAINING CALL FLOW AND MANAGING IRATE CALLS, INBOUND AND OUTBOUND CALLS, RECEPTIONIST

SWITCHBOARD AND MAINTAIN RECORDS AND LOGS

● PROVIDE HELP DESK SUPPORT FOR CUSTOMERS RELATED TO: ACCOUNT SETUP, PAYMENT M ET HOD, ACCESS I SSUES,

PASSWORD R ESETS, C LIEN T D OCUMENTAT IO N A ND E NTER O RDERS I N TO COMPUTERS I N A FAST PACE

E NV IRONMEN T .

● HANDLING PAYMENT SUBMISSION FROM CUSTOMERS AS WELL AS FOLLOWING UP ON PAST DUE AGING ACCOUNTS

● SCHEDULING TECHNICIANS WORK ROUTE 2 DAYS IN ADVANCE AND DISPATCHING TECHNICIAN TO NEXT APPOINTMENT.

DISPATCHING DIFFERENT ROUTES/ CONFIRM ALL APPOINTMENTS. ASSIST TECH WITH DAILY INQUIRES AS WELL AS FOLLOW

UP WITH CUSTOMERS.

● USE SALES TECHNIQUES TO ISSUE ACCURATE QUOTES AND SCHEDULE RECURRING TREATMENTS.

● ASSIST I N T RA I N I NG N EW E MPLOYEES .

● TOP SALES PERFORMANCE EACH MONTH WITHIN A 6 MONTH PERIOD, EXCEEDING SALES GOALS AND CONTRIBUTE TO

CONTRIBUTE TO COMPANY HITTING MILLION DOLLAR MARK FOR THE MONTH ON NUMEROUS OCCASIONS

OFFICE ASSISTANT 2014

● FRONT DESK OFFICE RECEPTION; ANSWERS DEPARTMENT TELEPHONES; GREETS CUSTOMERS AND VISITORS; PROVIDES

ASSISTANCE AND INFORMATION REGARDING DEPARTMENT SERVICES; REFERS CALLERS TO OTHER STAFF MEMBERS AS

APPROPRIATE; AND TAKES MESSAGES.

● DIRECT CONTACT FOR CORPORATE ACCOUNTS; SCHEDULING/ DISPATCHING APPOINTMENTS, ACCEPTS PAYMENTS,

APPLICATIONS, WORK ORDERS, RECORDS, ETC. FROM CUSTOMERS; RECORDS RECEIPT OF SAME; AND PREPARES FOR

PROCESSING.

● MAINTAINS DEPARTMENT RECORDS AND FILES. ENTERS DATA INTO AUTOMATED SYSTEMS; AND RETRIEVES AND REPORTS

DATA AS REQUESTED.

● DETAILED DATA ENTRY; INCLUDING REVIEWING PAPERWORK TO CONFIRM ACCURACY AND COMPLETION.

● TIMELY RESPONSES EITHER VIA EMAIL OR PHONE.

● SETS UP AND COORDINATES MEETINGS AND SCHEDULES.

● SECRETARY TO BRANCH MANAGER; ASSIST BY RUNNING ERRANDS, SCANNING, UPLOAD/ PULLING CONFIDENTIAL FILES, AND

MAINTAIN LOGS. RECEIVES, DATES AND DISTRIBUTES INCOMING MAIL. PREPARES OUTGOING MAIL.

● P ERFORMS VARIOUS CONTRACT A DM I N ISTRAT ION F UNCT IONS, I NCLUD I NG M O N I TOR I NG CANCELED F U N DS,

P ERFORM I NG R ECONC IL IAT ION, CONDUCT I NG CONTRACT C LOSEOUTS, M A I NTAI N I NG DATABASE I N TEGR I TY,

D ETERM I N I NG E L IG IB I L I TY, A ND V ER IFY I NG E V I DE NCE O F CONTRACTOR P ROGRESS F OR A PPROVAL O F

CONTRACT F I NANCI NG, A ND S OLVI NG P ROBLEMS R ELAT I NG T O ASSIGNED CONTRACTS .

● PREPARES F OLDERS; M A I NTAI NS F I LES O F D EPARTMENT CORRESPONDENCE, R ECORDS, E TC.; P HOTOCOPIES

D OCUMENTS A ND D ISTR IBUTES A ND /OR F ILES .

CLAYTON STATE UNIVERSITY - MORROW, GA - 2010-2011

STORE REPRESENTATIVE /CASHIER

● ASSIST I NG I N CASH I NG C USTOMERS O UT .

● ASSISTED CUSTOMERS WITH DAILY INQUIRIES.

● WORKED ON DEVELOPING ASSEMBLE DESIGNS FOR THE STORE. ORGANIZED AND MANAGED PICK UP TIME FOR CUSTOMERS.

WORKED IN COLLABORATION WITH STAFF IN PROVIDING THE CASH FLOW TO REVENUE RATIO FOR THE STORE.

● ASSISTED IN FINAL DEPOSIT FOR THE DAY AFTER EVERY SHIFT.

● ASSISTED IN FACILITATING A CLEAN AND SAFE ENVIRONMENT FOR CUSTOMERS.

SKILLS AND ACCOMPLISHMENTS

● CLAYTON STATE UNIVERSITY CONFERENCE CHAMPIONSHIP AND TWO ELITE 8 APPEARANCES 2008-2010

● MEMBER OF CLAYTON STATE EVENT COUNCIL EXECUTIVE BOARD( CEC ), ALUMNI ASSOCIATION (CSU), DEEP

(DIVERSITY EDUCATIONAL EXPERIENCES FOR PEERS) AND WRECKING CREW (CSU)

● PROFICIENT IN MICROSOFT WORD, EXCEL, OUTLOOK AND POWERPOINT TYPING 40-45 WPM.

● FLUENT IN CREOLE

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