Customer Service Assistant

Shelia Hemsley

**** ***** *****, ***. #*** Washington, DC 20020

Home# 202-***-**** Cell# 202-***-****

**********@*****.***

I am a reliable employee with exceptional analytical, organizational and people skills. Strong personal ethics

and integrity. Convey a professional image of honesty, compassion and concern for our customers’ needs. Good

conflict-resolution skills. Work well under pressure and deadlines. Excellent communicator seeking a

challenging position utilizing current skills and abilities.

EXPERIENCE

Technical Learning Centers 04/2013-07/2013

Office Assistant

• Answer telephones, direct calls, and take messages.

• Maintain and update filing, inventory, mailing, and database systems, either manually or using a

computer.

• Communicate with customers, employees, and other individuals to answer questions, disseminate or

explain information, take orders, and address complaints.

• Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.

• Compile, copy, sort, and file records of office activities, business transactions, and other activities.

• Compute, record, and proofread data and other information, such as records or reports.

• Type, format, proofread, and edit correspondence and other documents, from notes or dictating

machines, using computers or typewriters.

• Complete work schedules, manage calendars, and arrange appointments.

• Review files, records, and other documents to obtain information to respond to requests.

Haute Catering 01/2012-06/2012

Concierge

Greet, register, and assign rooms to guests of conference rooms.

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Verify customers' credit, and establish how the customer will pay for the accommodation.

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Contact housekeeping or maintenance staff when guests report problems.

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Make and confirm reservations.

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Keep records of room availability and guests' accounts, manually or using computers.

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Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using

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computers.

Compute bills, collect payments, and make change for guests.

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Record guest comments or complaints, referring customers to managers as necessary.

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Wilmer Hale, LLP, Washington, DC 04/2005-03/2009

Office Assistant

Operate telephone switchboard to answer, screen, or forward calls, providing information, taking

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messages, or scheduling appointments.

Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to

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specific destinations.

Transmit information or documents to customers, using computer, mail, or facsimile machine.

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Hear and resolve complaints from customers or the public.

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Perform administrative support tasks, such as proofreading, transcribing handwritten information, or

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operating calculators or computers to work with pay records, invoices, balance sheets, or other

documents.

File and maintain records.

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Provide information about establishment, such as location of departments or offices, employees within

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the organization, or services provided.

Collect, sort, distribute, or prepare mail, messages, or courier deliveries.

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Process and prepare memos, correspondence, travel vouchers, or other documents.

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Receive payment and record receipts for services.

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Marshall’s’ Department Store, Forestville, MD 04/2002-03/2005

• Customer Services Associate

• Creating an environment of good customer service through ensuring customer transactions are processed

accurately and efficiently, reinforcing Customer Service Desk standards as resolving customer problems

• Confer with customers by telephone or in person to provide information about products or services, take

or enter order, cancel accounts, or obtain details of complaints

• Balances and processes refunds and media from sales and return registers

• Ensures that all cash handling procedures are done in accordance to policy and procedure as well as in a

timely manner

• Refer unresolved customer grievances to designated departments for further investigation

• Compare disputed merchandise with original requisitions and information from invoices and prepare

invoices for returned goods

George Washington University, Washington, DC 07/1984-02/2002

Assistant Manager

• Train or instruct employees in job duties or company policies or arrange for training to be provided

• Authorized, reviewed, and refunded financial aid awards

• Researched and adjusted billing errors

• Resolve customer complaints or answer customers’ questions regarding policies and procedures

• Processed payroll and benefit administration

• Conducted event planning and execution

• Coordinated the office’s administrative activities

• Met and greeted people

• Order a supply of cash to meet daily needs

• Receive and count daily inventories of cash

Office Supervisor

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Supervise the work of office administrative or customer service employees to ensure adherence to

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quality standards, deadlines, and proper procedures correcting errors or problems

Compare previously prepared bank statements with canceled checks and reconcile discrepancies

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Maintain files of canceled checks

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Classify, record, and summarize numerical and financial data to compile and keep financial records,

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using journals and ledger or computers

Debit, credit, and total accounts on computer spread sheets and databases, using specialized accounting

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software

Student Accountant

• Receive payment by cash, check credit cards, vouchers or automatic debits

• Issue receipts, refunds, credits, or change due to customers

• Answer customer questions regarding problems with their accounts

• Cash checks and pay out money after verifying that signatures are correct, that written and numerical

amounts agree

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EDUCATION

Technical Learning Centers, Washington, DC 09/2012-Present

PC Specialist Program

Completing a 720-hour hands-on, nationally accredited computer training course

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Related Coursework included: Keyboarding, Windows, MS Word, MS Excel, MS PowerPoint, MS Front

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Page, Quick Books, MS Outlook, Internet Explorer and Professional Development

Potomac Senior High, Oxon Hill, MD

High School Diploma

SKILLS

WPM 50-60 10 Key Calculator Excel PowerPoint

Schedule Plus Windows Word Quick Books

Contact this candidate