Customer Service Administrative Assistant

Talisha V. Holland ** Manor Avenue, Apt ****, Hempstead NY 11550

Cell: 516-***-**** Email: *******.*******@*****.***

Administrative Assistant / Customer Service/Sales Professional, possessing over 10 years experience working in a variety of settings, who is comfortable communicating with all levels of management. Goal oriented and well able to organize ideas and thoughts into action. Proficient in MS Word, EXCEL, Access, PowerPoint, Publisher, Outlook, Salesforce, QuickBooks, ACT, AS400, Salesforce, and Internet Research

Professional History:

Lightpath, Jericho NY 12/2015 to 6/2016

Dispatch Coordinator (Contractor)

Coordinate the technician resource allocation for new Business-to-Business work orders for Lightpath new installations, upgrades and service projects

Work directly with Project Managers, OSP, ISP, Switch Activation, Service Activations, Change Management teams, and other key teams with in Lightpath and Cablevision, to ensure completion of projects by due dates

Review work orders for completion of Design, ISP & OSP tasks prior to scheduling

Maintain open communications between all parties to secure access to Data Centers and COLOS

Maintain Daily Service Level Agreement Reports

Assist in the documentation and review of CDG Procedures

Sleepy’s, Hicksville NY 09/2014 to 6/2015

Customer Care/Warranty/ Delivery Services

Answer and manage inbound calls from customers, driver and Mattress Professionals that are members of the Sleepy’s Customer Care Experience

Respond efficiently according to Sleepy’s and industry guidelines in regards to mattress, box springs, and non-bedding warrantees and service issues

Maintain the integrity and brand of Sleepy’s and its companies

Offer Customer centric solutions that restore and build trust between Sleepy’s and its client base

Progressive Small Business Solutions 01/2010 thru 12/2014

Owner/Operator - Greater Columbia Area, SC

Provide Off-Site Administrative Services for independent small business owners and healthcare providers

Created and Maintain Custom Client and Vendor Data bases using Microsoft ACCESS based on business need and practice

Perform weekly bookkeeping and record updates; Prepare Weekly, Monthly and Quarterly Revenue and Expense Report

Created monthly marketing campaigns including social media, and printed material using printed ads

Organize and scheduled travel arrangements based on client need

Organize and assist with AR/AP process

Preparing Correspondence and forms letters as need

Provide medical billing for healthcare provides to insurance companies

Wells Fargo, N.A., Columbia SC 10/2011 thru 05/2014

Customer Service Phone Banker II

In-Bound Call Center

Constantly Scoring 100% Satisfaction through Monthly Gallup Poll Surveys for Customer Experience Satisfaction

Answered customer calls regarding their accounts, and products and services offered by Wells Fargo Bank.

Consistently meet and exceed Bank and Center Quality Service and Sales Goal

Assist with coaching of new hires during OJT (On Job Training)

Responsible for customer retention based on individual needs and financial goals

Absolute Total Care, Columbia SC 10/2010 to 10/2011

Claims Research Administrative Assistant; & Provider Data Management Teams

Research and revised provider claims that have been submitted for research either by the providers or SCDHHS, in accordance with Medicaid and Medicare guidelines

Used Outlook to schedule team meetings and assigned projects per management request

Prepared and entered Provider information for credentialing by Insurance company (ATC)

Used Microsoft EXCEL extensively to prepare, create at submit provider reports for analysis by upper management

Daily responsibilities included (but were not exclusive to) updating SharePoint files, created daily spreadsheet documents for claims research and credentialing teams, scheduled meetings (including conference calls and “GoTo” Meetings for mid and senior management, worked projects as requested by management (prioritizing based on need and sensitivity)

Teleperformance, Columbia SC 1/2010 to 7/2010

CSR (3rd Party Call Center) Direct TV

Assist customers with questions regarding the accounts, products and services offered by our client

Initiate Billing and Technical Support Escalations

Cross-sell customers services and products based on their needs and product benefits

Retained customers who wanted to switch to alternative provider with options and promotions

Scheduled Customer “Tech Service Appointments” daily; working closely with dispatch to maintain customer satisfaction

The Home Depot, Columbia SC 5/2009 to 12/2009

Special Service Specialist

Monitor and expedite all special orders placed by all sales departments to ensure accuracy and customer satisfaction

Initiate and resolve all Customer Service issue; act as a liaison between Home Depot Customers and our vendors

Process and maintain all store Accountability Reports on a daily basis

Manage store Call Center

Administrative Assistant 1/2005 to 09/2008

Various Short and Long Term Temporary Assignments

Worked with various organizations in diverse settings: Creating form documents using Microsoft Word, Maintaining

Utilized Strong Organizational Skills, Customer Service Skills, and Follow-Up Skills on a daily basis

Worked with CPA’s and Financial Planners, prepare client documents for taxes and Financial Investment vehicles

Assisted with executive travel arrangements and special projects

Worked for more than two Senior managers at a time

Assisted with Medical Billing for Medicare, Medicaid and Commercial Insurance

Assisted with the verification of Insurance policies and the credentialing of providers

Cablevision, Woodbury New York 1/2000 to 8/2003

Shared Services Supervisor 2/01 through 8/03

Supervised a staff of 24 associates in researching and resolving

Customer Service related issues for Cablevision’s tri-state area

Monitored staff on a daily basis and held weekly one-on-one sessions

Used Microsoft EXCEL to prepared daily, weekly and monthly reports for senior management

Used Microsoft Outlook to delegate workload within team; and to identify issue type based on department responsibility

Held monthly productivity sessions with staff and Senior management

Customer Service/Sales Supervisor 1/00 through 1/01

Supervised a staff of 16 Call Center representatives

Maintained Quality Assurance through monthly QA sessions with team

Team was responsible for all incoming online customer inquiries for the tri-state area

Education:

Nyack College, Nyack NY

B.S. in Organizational Management

Anticipated Graduation: 6/2017

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