Customer Service Administrative Assistant

Kelly Dix

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

Cell: 313-***-****

SKILLS

Excellent Written and Verbal Communication Active Listening Skills

Effective Time Management Strong Analytical Skills

Advanced Computer Skills Complex Problem Solving

Team Leadership Project Management

Telecommunications Strong Office Skills

Administration and Management Social Perceptiveness

LEADERSHIP AND TRAINING EXPERIENCE

Extensive experience in project management, problem solving, and attention to detail.

Ability to maximize efficiency to improve processes and applications.

Highly motivated team member

PROFESSIONAL EXPERIENCE

J.V.J. Construction Co. 2014-2015

Administrative Assistant Detroit, MI

Scheduling appointments for clients

Handling incoming calls and inquires

Produced correspondence and invoices to clients

Analyst IV Directory Listing Services 2006-2013

AT&T Detroit, MI

Implemented changes to procedures and database systems which improved processes within the department

Created and monitored directory listings per customer's request

Maintained reports which identified changes, possible inaccuracies or removal of directory listings, researched and resolved any discrepancies identified

Adhered to the directory time-frame schedule to complete work processes

Team Lead Functions:

oDaily distribution of work assignments to team members

oCoaching, training, and mentoring of team members on work procedures

oAssist team members in reviewing listings for accuracy

oCommunicate with team members in a group format or on an individual basis to provide procedure updates and departmental information as required

oOversaw daily office operations for staff (attendance and payroll)

oRecommend functional procedure changes for improved customer satisfaction

Customer Service Representative 2001-2006

AT&T Detroit, MI

Effectively managed a high-volume of inbound and outbound customer calls

Managed high call volume with tact and professionalism

Improved customer service by resolving customer inquiries efficiently and quickly

Administrative Support Assistant 1997-2001

AT&T Detroit, MI

Directed or assisted clients, in house or via telephone, to the appropriate individual, meeting location, or by relaying messages

Maintained paper and electronic filing systems, internal documents (correspondence, payroll, attendance, employee records), distributed updated policies and procedures

Scheduled and confirmed appointments for the Director, Managers, Supervisors, and clients

Knowledgeable in operating various types of office equipment and responsible for scheduling repair appointments

Analyst III Pagination/Query/Claims Specialist 1992-1997

AT&T Detroit, MI

Compiled directory listing reports, researched and verified listing accuracy, escalated listings with incorrect data for resolution, reducing claims by approximately 40%

Collaborated with Sales Executives to ensure quality customer advertising appearance in the yellow page directory

Corresponded with the publisher to ensure that complete and accurate directory pages were received for final press printing

Received a MVP award for Above & Beyond customer satisfaction

Researched and resolved issues regarding the integrity of data input into databases

Reduced advertising discrepancies by investigating and analyzing queries prior to final directory deadline date

Recommended operational improvements based on tracking and analysis to reduce claims and increase efficiency, which led to increased annual review

EDUCATION

Bachelor of Science: Business Management, 2004

Central Michigan University – Mount Pleasant, MI

COMPUTER SKILLS

Microsoft Suite (Word, Excel, PowerPoint, Outlook) Office 365

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