Customer Service Administrative Assistant

DENISHA L. COLLINS-TOLBERT

**** ******* **** **. **, Acworth, GA 30101

Mobile Telephone: 423-***-**** Home Telephone: 770-***-**** Email: ************@*******.***

LinkedIn: http://www.linkedin.com/pub/denisha-collins-tolbert/5b/698/74a

EXECUTIVE & STAFF ASSISTANCE/CUSTOMER SERVICE & SUPPORT/DATABASE & RECORDS/ADMINISTRATION

SUMMARY OF SKILLS

A self-directed and detail-oriented Administrative Professional with extensive experience within all facets of database management, front desk reception, and customer service and support. Recognized as a performer, able to manage multiple responsibilities simultaneously, proactively resolve issues, and consistently meet and exceed established goals and objectives. Accustomed to working under fast-paced, high-volume, time-sensitive conditions. Innate ability to combine time/resource-management skills and implement strategic administrative and operational initiatives to enhance productivity, quality, service, and bottom-line performance. Strong written, oral, and technical aptitude. Microsoft Office proficient.

CORE COMPETENCIES

• Executive & Staff Assistance • Customer Service & Support • Records/Database Administration

• Front Desk Reception • Multi-Line Telephones • Meeting/Appointment Scheduling

• Filing/Faxing/Data Entry • Applicant/Referral Processing • Data Scanning & Archiving

• Reporting & Tracking • Research/Investigation/Analysis • Issue Resolution/De-Escalation

EDUCATION

Bachelor of Arts in Criminal Justice - University of West Florida, Pensacola, Florida; Graduated: May 2008

Associate of Arts in General Studies - University of West Florida, Pensacola, Florida; Graduated: August 2007

Coursework Completed Toward a Bachelors in General Studies - Florida A. & M. University, Tallahassee, Florida

PROFESSIONAL EXPERIENCE

Human Resources Support Marietta, GA July 2014-Present

BlueStream Professional Services

• Follow up with new hires to obtain missing paperwork needed to complete their payroll profile, including tax forms and direct deposit.

• Maintain documentation for personnel file archival.

• Perform other related duties as required and assigned.

• Submit timely and accurate reports, meet deadlines, ensure follow through, appraise supervisor of status, and provide viable and innovative solutions to problems.

• Attend meetings and training sessions.

• Onboarding including but not limited to: collection of all required paperwork from DocuSign, draft background screenings using Sterling Screening, add entries into internal & external systems, and assist with creation and maintenance of employee records and/or files.

• Review for accuracy and completeness all data and documents required to process new hires, offer letters, terminations, and other employee transactions.

• Ensure that the appropriate forms and documents have been initiated for all of these transactions in a timely manner.

• Performs E-Verify and manages the I-9 Process.

• Assist with I-9 audits.

Help Desk 1 Smyrna, GA May 2014 – July 2014

CCI/ IBM

• Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance.

• Provide customer support to clients via phone, email or web channels. Address user issues through the company help desk ticket system.

• Ttroubleshoot customers’ programs, applications, and/or equipment issues.

• Interviews customer to collect information about problem and leads customer through documented diagnostic procedures to accurately determine cause of problem.

• Accurately log all interactions via established business processes and tools.

• Resolves systems issues through problem recognition, and application of documented procedures

• Refers more complex problems immediately to Level 2 staff and/or supervisor. Ensures that all documented diagnostic techniques have been exhausted prior to call escalation.

Client Support Kennesaw, GA Dec. 2013-Feb. 2014

Aerotek/CCH Small Firm Services

• Answering incoming calls and emails, handling a broad range of requests, resolving inquiries related to all supported products, and placing outbound calls to clients as needed.

• Handle incoming calls and emails, responding to questions about supported products, bank products, specific returns, e-filing processes, and other products or services.

• Assisting clients with analyzing system requirements, software installation, transferring by exporting and importing data, backup and restoration of files and databases, and updates of Windows OS platforms and company software.

• Researching solutions for unknown defects and submitting defect/bug reports to the development team to resolve software issues and improve software performance and quality.

Administrative Maintenance Clerk Woodstock, GA June –July 2013

Office Team/Mosaic Solutions Group

• Research invalid or missing data using several search engines, input correct and update information into clientele database using Microsoft Excel.

CommOps2 Fulfillment Chattanooga, TN Jan. - June 2012

Comcast/Office Team

• Researched, compiled, and prepared data for reports; entered data and managed database records, maintained accountability for account updates.

• Created a manual to create cohesiveness in training procedures.

• Selected to train incoming employees in groups of 20 or more.

• Assisted management in identifying which candidates to hire on directly.

• Implemented processes to effectively identify subscriber accounts for review and correction.

Selected Accomplishments:

• Hired on full-time from a temporary assignment, April 2012.

File Clerk Cleveland, TN Nov. - Dec. 2011

Personnel One/Imaging Solutions & Service, Inc.

• Prepared hard copy documents for scanning and data archival.

Administrative Maintenance Clerk Chattanooga, TN Oct.-Nov. 2009

Kelly Services/Blue Cross Blue Shield

• Investigated and logged client information supplied during in-bound customer assistance.

Resource & Enrollment Program Assistant Pensacola, FL Oct.-Dec. 2006

Landrum Staffing/Children’s Services Center

• Provided exceptional service to the public and performed a wide-variety of administrative/clerical duties including mail processing, office supply management, front desk reception, data entry, filing, and faxing.

• Developed child care listings based on information given by clients during face-to-face, email, and/or by telephone.

• Conducted weekly orientations, maintained and distributed informational packets.

• Updated and preserved the client work hour database using Microsoft Excel which detailed the additional time used and expenses due beyond the allotted hours.

• Coordinated meetings and scheduled appointments for case managers.

• Researched, processed, and tracked a high-volume of paperwork including incoming referrals from the Department of Children & Family Services (DCFS); verified and entered data; set-up and organized files.

• Instructed clients on the proper manner in which to complete paperwork

• Liaised with the DCFS, on behalf of clients, with regard to their cases.

• Prepared, assembled, and disseminated memos, typed, filed, copied, and faxed correspondence and presentations, generated reports, and developed and updated spreadsheets.

• Received, sorted, and distributed incoming mail; assembled outgoing materials for mailing, sent and received faxes, and replenished various office supplies as needed.

File Clerk Pensacola, FL August 2006

Landrum Staffing/Levin Law Firm

• Prepared resolved and closed cases for scanning and data archival.

Administrative Assistant Pensacola, FL Feb. 2005 - Apr. 2006

Employer’s Assistant, Inc. /Welfare Transition

• Greeted visitors, handled multiple incoming telephone lines, and answered and directed inquiries appropriately; maintained a high-volume of incoming and outgoing calls.

• Coordinated meetings, scheduled appointments, and managed daily work schedules.

• Researched, processed, and tracked a high-volume of paperwork including incoming referrals from the Department of Children & Family Services (DCFS); verified and entered data and set up and organized files.

• Instructed clients on the proper manner in which to complete paperwork; liaised with the DCFS, on behalf of clients, with regard to their cases.

• Prepared, assembled, and disseminated memos, typed, filed, copied, and faxed correspondence and presentations, generated reports, and developed and updated spreadsheets.

• Received, sorted, and distributed incoming mail; assembled outgoing materials for mailing, sent and received faxes, and replenished various office supplies as needed.

• Informed DCFS of the Welfare Transition Program’s processing status with regard to prospective and returning clients.

Selected Accomplishments:

• Organized and employed new procedures to ensure office efficiency; consistently increased productivity, reduced costs, and streamlined operations.

• Proven track record in outstanding communication, customer service, ethics, compliance, leadership and personal performance.

PROFESSIONAL DEVELOPMENT

Armstrong Atlantic State University, Savannah, Georgia

Computer Applications I & II - Usage of Microsoft Office Suite

Political Science Public Speaking Universal Justice World Politics

University of West Florida, Pensacola, Florida

Interpersonal Communications

References Furnished Upon Request

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