Customer Administrative Assistant

Angela M. Washington

**** **** ****** *.*., Washington, D.C. ~ Phone 202-***-**** ~ **********@*****.***

I am an Administrative assistant with an interest in serving the Public. I am highly effective when working in difficult and growing environments while, also, uplifting others. I have a keen eye for detail and always embrace a challenge. Through self-motivation and endurance, my completion of a task is peaceful and professional.

Key Competencies

Excellent Oral and Written Skills Police Terminology Microsoft Office

Great Customer Service Skills Medical Terminology Quick Learner

70 WPM Multi-Task Excellent Problem Solving Skills

Experience

CE 2, CUSTOMER Exp Associate (Retention) FEB 2014-PRESENT

Comcast Silver Spring, MD

Facilitate interactions with customer in a way that is in accordance with the Company’s service delivery strategy. Establishes rapport and promotes effective relationships, upholding Comcast’s commitment to the customer experience through the Credo, Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee. Responsible for retaining customers who request to disconnect or downgrade services/ensure at risk customers are satisfied. Communications may be inbound and or outbound. Rebuild the customer relationship by reselling the benefits and value of Comcast’s products and services along with identifying their unstated needs, selling any missing lines of business to the customer and make account changes as necessary. Positively positions Comcast’s products against competitive offerings, relates well to the customer, exercises sound judgment within the scope of their empowerment, and acts in the best interest of both the customer and company. Retain Comcast customers by probing for current level of satisfaction and identifying reasons for the request to disconnect where applicable . CAE will overcome concerns, resolving customer complaints through active listening, empathy and professionalism. Establishes customer needs through enhanced probing techniques, then promotes and recommend Comcast products and services based on customer needs and interest to established long-term customer value. Demonstrates and successfully increases proficiency. Remain up-to-date on competitive environment, products and services to ensure customer satisfaction and to maximize sales opportunities (e.g marketing matrix, new product information.) Enhanced ability to implement strategies/techniques to effectively communicate and explain basic account information to the customer including their billing statement, products and services with focus on the first-call resolution, retaining revenue, and building value. Ability to multitask between multiple tools and systems and apply information and knowledge to the customer(s) situations. Complies with company policies and procedures while applying sound judgment within scope of their empowerment and follow guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PH). Educate and promote self-service option to the customer. This is a fast-paced, structure, dynamic and high-transaction environment. Possess the ability to maintain composure in stressful situations, manage and diffuse angry or upset customers. Must consistently meet or exceed established goals and performance metrics. Assist customer with taking payments for services, able to calculate and apply credits when necessary. Work is mostly independent unless you need to enlist the help of a supervisor. Interact with customers via telephone and emails. Other duties and responsibilities as assigned.

Oct 1999-April 2 Washington, DC

911 Operator / Dispatcher

Office of Unified Communications Operated an Automatic Call Distribution (ACD) console to answer, screen and process incoming emergency

and non-emergency calls for service from the general public or other public safety agencies for the protection

of Life and Property; during a Life-threatening emergency. Establishes communications with the caller and maintain control of the conversation by providing the caller with Life-saving instructions until assistance arrive on the scene. Gather, classify and supplement pertinent information obtained from the caller and enter the information into the Computer-Aided Dispatch system.

Operate a CAD terminal/keyboard and automated mapping system to enter calls and verify locations. Maintained communications with hearing-impaired callers by activating the text to telephone function.

Provide information or directions to callers, Police Officers, Fire Emergency Medical Service Units and other

Public Safety Agencies adhering to Police Department, Fire & EMS policies and procedures.

In addition, assist in facilitating and coordinating sensitive and confidential exchange of information with various agencies and States, Federal and municipalities: Joint Operation Command Center (JOCC), Strategic Operation Command Center (SOCC), Crime Scene & Search, Explosive Ordinance Division (EOD), Special Operations Division (SOD), Homeland Security, Secret Service, and Federal Bureau of Investigation, (FBI).

Administrative Assistant – Operational Manager Feb 2009- Aug 2012

The Office of Unified Communications Washington, DC

Reconcile reports for quality assurance.

Answer phones, provide automated correspondence and scheduled appointments.

Disseminate literature and Office Memorandums for signatures and compliance.

Basic administrative duties (i.e) filing, faxing, email correspondence, scanning, copying, telephone monitoring

Training May 2006 – Aug 2012

The Office of Unified Communications Washington, DC

Trained numerous employees to become 911 Operators.

Wrote daily reports to include the progress, strengths and weakness of the employee to perform the duties.

Was instrumental in the final decision to hire or re-assign the employee / employees.

Acting Supervisor

The Office of Unified Communications June 2005-April 2011

Washington, DC

Supervised over (40) employees with an on duty Supervisor and Alone.

Education

P.T.C. Career Institute April 1989

Data Entry, Dean’s List Washington, DC

Eastern Sr. High June 1984 High School Diploma Washington, DC

Technical/Computer Skills

Microsoft Office Suite: Word, Excel, PowerPoint, Publisher, Outlook, CPR & AED Certified

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