Customer Service Representative & Administrative Professional

ZAKIYYAH SMITH

*** * ******* ** *****: 267-***-****

Philadelphia, PA 19119 Email: ********.*******@*****.***

CUSTOMER SERVICE & ADMINISTRATIVE PROFESSIONAL

A top-performing Customer Service professional with demonstrated longevity and credited with over ten years of

experience in mentoring and leading teams towards achieving and exceeding company goals. Strong expertise in

organizing systems and collaborating with team members to improve company operations . Highly accomplished in

utilizing technological platforms and managing databases and the ability to learn new complex computer system

applications to fulfill business and client needs. Proven ability to utilize effective communication techniques and

demonstrate creativity and analytical skills to provide solutions and areas of improvement.

AREAS OF EXPERTISE

Customer Service Database Management Organization/Filing

Microsoft Word Management/Training Experience Email/Mail Correspondence

Microsoft Excel Technology Inventory Management/Ordering

Microsoft PowerPoint Phone Etiquette Sales

Microsoft Outlook Windows XP/Vista/7/8/8.1 Product Knowledge

PROFESSIONAL E XPERIENCE

STAPLES CORPORATION, PHILADELPHIA, PA 2006 – PRESENT

MOBILITY AND TECHNOLOGY SALES MANAGER (2008 – PRESENT )

Accelerated rankings in all sales categories to the top 10-25% in the company for a store generating 7 – 7.5 billion

dollars annually

Managed over 30 employees, eight subsequently received promotions throughout the company, and coach

employees on company policies and accountability to drive standards during new systematic rollouts

Selected as the Microsoft Advisor for the store and provide expert knowledge of Microsoft products including:

Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook

Directly interact with 400-500 customers and handle an average of 200 phone calls daily

Provide extensive product knowledge and serve as a main point of contact for employees

Train new and underperforming employees from partner stores on successful strategies used by my department

Answer incoming calls and identify the type of assistance needed and provide timely follow -up

Prepare effective correspondence including mail and email and efficiently answer multi-line phone systems

Drive productivity by anticipating needs of the Supervisor and proactively prepare equipment and supply orders

Generate schedules of employees and prepare and submit the fiscal budget

INVENTORY SPECIALIST (2007 – 2008)

Restructured the stock room for even flow of goods for sale and coached team on proper back room operations

Implemented a unique filing system for warehouse and vendor returns

Navigated the database and accurately captured information necessary for classifications

Oversaw shipment schedules to ensure efficiency and accuracy of merchandise shipping

EASY TECHNOLOGY /SALES ASSOCIATE (2006– 2007)

GATHERINGS @ FOODSOURCE, BRYN MAWR, PA 2002 - 2006

FLORAL DESIGNER

Delivered excellent customer service while maintaining an understanding of customer needs and special requests

Collaborated with clients to accurately execute requested designs and exceed performance goals

Maximized expertise by providing training for proper design of floral products

Established protocols for ordering merchandise and equipment to drive store production

E DUCATION & T RAINING

Bachelor of Science, Interior Design, Art Institute of California, San Diego, CA, Expected Graduation: December 2017

Associate of Science, Liberal Arts – Art/Design, Community College of Philadelphia, Philadelphia, PA, 2006

AWARDS & DISTINCTIONS

Associate of the Month, August 2007 5 Years of Service, September 2011

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