KESHA LONDON

***** *. **** **. *** Tan Valley, Az 85143

E-mail: acw7qc@r.postjobfree.com Phone: 708-***-****

SUMMARY OF QUALIFICATIONS

Certified Paralegal * Strong oral and written communications, organization and problem-solving skills * Demonstrated ability to work independently, handle simultaneous tasks and meet deadlines * Able to interact with staff and management

EDUCATION

Associate in Applied Science Degree - Graduated 2002

Major: Paralegal/Legal Office Assistant

Governor State University - University Park, Illinois

Major: Psychology w/Concentration in Mental Health - 2004-16 hrs. from BA degree

PROFESSIONAL HIGHLIGHTS

Apple

Work at Home Advisor 03/16/2016 – 7/21/2016

Answering customers questions via phone/chat or online

Answering questions about both software and hardware

Answer questions about Apple products: Watch, iPod, iPad, Mac, iPhone, Apple TV, and iTunes

Inform customers about upcoming Apple Releases

Noting customers account

Calling customers back informing them of updates to their accounts or if the line disconnected

If Customers requested a call back online

Reaching out to Apple to resolve issues that customers may ha

Adecco/Epic

Tier 2 Customer Support Specialist 7/6/2015 – 1/12/2016

Responds and answers all inbound telephone calls and correspondence in a timely manner.

Uses standardized situational responses and processes to resolve customer issues.

Recognizes and gathers relevant information on customer issues/ scenarios requiring further solutions. Escalates such issues according to standard escalation process.

Makes recommendations to improve efficiencies where applicable.

Works to meet all existing SLA’s and works to improve overall process by recommending improvements to Supervisor.

Documents and escalates all contacts reported by users following Customer Support standard operating procedure.

Maintains and continually increases knowledge of supported software solutions.

Assists with training of peers in the standards and practices within the Customer Support organization.

Participates in special projects and performs other duties as assigned.

Arise

Certified Professional with AT&T 3/2012-5/2013

Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas

May be required to work in one or multiple queues/skill sets over various customer contact channels

Responsible for improving customer retention through programs and service provided to the customer

Utilizes mechanized systems to initiate and complete service orders and handle customer requests

Continually maintain working knowledge of all company products, services and promotions

Make recommendations according to customer's needs on features, accessories, upgrades and rate plans

Utilize operational systems to process purchases of AT&T products and services; i.e. collections, payments for Wireless bills and accessories ESSENTIAL FUNCTIONS WHICH MAY BE REQUIRED FOR A PARTICULAR JOB:

Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines

May sell and provision wireless services, products, features, equipment and accessories

LiveOps Virtual Contact Center

Independent At-Home Agent 3/08-2/2011

Receive and process incoming phone calls for clients, which includes obtaining, entering, and verifying customer information (e.g. names, addresses, credit card numbers, etc.), answering questions, resolving issues, providing customer service, adhering to scripts, and attempting to make up-sells.

Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.

Successfully complete initial on-the-job training, as well as any new product or on-going training.

Process incoming calls manually in the event of computer system failure; and ensure quality or customer issues are escalated using established procedure and brought to resolution (e.g., chat, email, message boards, phone, etc.).

Winston & Strawn, LLP- Chicago, Illinois

Interaction Clerk 2/06- 3/08

Trained on InterAction Windows & Web Client versions

Maintain the Firm’s InterAction database

Arrange, proof and test briefings, newsletters and seminar invites

Distribute marketing materials and generate reports for marketing department and users

Train all employees on use and formalities of InterAction database

Manage Practice Group contact lists and Outlook mailboxes for each Practice Group

Manage several data stewards (temps): schedule workload, set up daily tasks, monitor/review work

Organize regular training sessions for marketers (local and virtual), and provide one-on-one support to attorneys and secretaries when necessary

Update training curriculum

Monitor user activity via Data Change Management Inbox

Mayer, Brown, Rowe & Maw LLP- Chicago, Illinois (among the largest law practices in the world ranked #9)

Knowledge & Web Solutions Administrative Assistant 7/05-2/06

Clerical Associate 7/03-7/05

Updated and maintained timekeeping (days off, leave early, come in late) for all co-workers in department

Scheduled meetings, appointments and prepared correspondence

Created spreadsheets and data entry in databases

Insured travel arrangements were set up accurately

Schedule appointments/make follow up phone calls

Schedule conference rooms for meetings using Room Tracker

Organize and maintain paper and electronic files

Provide information via the telephone, postal mail, and e-mail

Create spreadsheets, compose correspondence

Assist co-workers in meeting deadlines with work

Data entry in databases to assist department with meeting deadlines

Deliver mail to individuals as it comes into the department via interoffice and outbound mail

Obtain cash reimbursements for trips, etc. via Necho Expense

Make sure equipment is set up and running for all WebEx meetings

Full Gospel Christian Assemblies International Hazel Crest, Illinois

Public Relations Assistant Administrator 4/2004- 4/2006

Administrative Assistant/Receptionist 9/1997- 7/2004

Research various topics, issues, and current events via Internet for Senior Pastor

Contributing writer for church website

Contributing Ghost Writer for Senior Pastor’s Books, Newsletters, etc.

Type letters and memos as dictated or written/Create spreadsheets

Answer phones and direct call to appropriate person(s) on 6 console phone line

Create miscellaneous documents (i.e., brochures, certificates, and handouts)

Assist with the school of ministry by providing administrative skills

Schedule appointments/make follow up phone calls

Schedule meetings and appointments

Organize and maintain paper and electronic files

Manage projects and conduct research

Provide information via the telephone, postal mail, and e-mail

Prepare correspondence

Handle travel arrangements

Data entry

Create spreadsheets, compose correspondence, manage databases, and create reports and documents

Place correct correspondence in correct mailboxes

SKILLS

Microsoft Word, Excel and PowerPoint

Legal Transcription/Legal Dictation

10-keypad: 11,000 strokes

Typing: 62 wpm

Room Tracker Program

WebEx Program

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate