Administrative support/ customer service professional

LATRINA BROWN

*** ***** *** ***** ** ***** C: 803-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Highly qualified, detail-oriented and hardworking administrative assistant with more than 6 years of

experience. Proficient in research, writing, case management and client relations. Expert computing and

technology skills including competence in multiple software applications, website design (HTML), CMS and

hosting, networking issues and social media.

WORK HISTORY

Stylist, 03/2016 to Current

Super Cuts – Aiken, S.C.

Cut, colored and styled clients' hair with precision and expertise.

Styled hair for large events such as annual fashion shows and special hair expos.

Assessed customer needs and gave advice about hair style and color options.

Sold and promoted hair care products and cosmetics.

Educated clients about products and self-maintenance for healthy hair.

Used various hair cutting tools including scissors, trimmers, clippers, razors and brushes.

Offered wet styling, thermal styling, permanent waving and hair relaxing services.

Customer Service Representative, 01/2012 to 07/2012

Teleperformance – Augusta, G.A.

Analyzed call volume and average call time to monitor Customer Service Representative performance and

productivity.

Improved call center functionality and service capacity by resolving customer complaints efficiently and

quickly.

Managed high call volume with tact and professionalism.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center

environment.

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

Front Desk Clerk, 04/2011 to 01/2012

Fairfield Inn and Suites – Aiken, S.C.

Greeted, registered and assigned rooms to guests of hotels or motels.

Made and confirmed reservations.

Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.

Verified customers' credit and established how the customer would pay for the accommodation.

Promoted the hotel brand through Referrals.

Computed bills, collected payments and made change for guests.

Recommended top dining and entertainment options for guests in the Aiken/Augusta area.

Answered department telephone calls within 2 rings, using correct salutations and telephone etiquette.

Health Administrator, 05/2007 to 04/2009

Carolina Musculoskeletal Institute – Aiken, S.C.

Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.

Correctly coded and billed medical claims for various hospital and nursing facilities.

Professionally and courteously verified appointment times with patients.

Assisted in the maintenance of medical charts and/or electronic medical record (filing, Op Reports, test

results, home care forms).

Adeptly managed a multi-line phone system and pleasantly greeted all patients.

Verified patients' eligibility and claims status with insurance agencies.

Prepared patient charts accurately and neatly for the clinic.

Sales Customer Service, 11/2006 to 07/2007

J.C. Penney – Aiken, S.C.

Processed cash and credit payments rapidly and accurately.

Placed special merchandise orders for customers.

Coordinated between billing department and customers to resolve problems.

Documented all customer inquiries and comments thoroughly and quickly.

Responded to all customer inquiries thoroughly and professionally.

Referred unresolved customer grievances to designated departments for further investigation.

Entered data promptly and efficiently with a 85% accuracy rate.

Recommended new name brand apparel and house-ware items to customers, resulting in a 20% in add-on

business.

Answered customer questions about product availability and shipment times.

Accurately logged all daily shipping and receiving orders.

Office Manager/Stylist, 04/2002 to 03/2006

Great Clips – Aiken, S.C.

Worked directly with stylist, clients, and top management to achieve productivity goals.

Trained, coached and mentored staff to ensure smooth adoption of new program.

Implemented innovative programs to increase employee loyalty and reduce turnover.

Created new revenue streams through sales and community out-reach projects.

Increased profits by 60% in one year through restructure of business line.

Hired and trained a staff of 10.

Trained salon staff in traditional and innovative haircutting techniques and salon management.

Made strategic decisions regarding future targets.

Assessed market trends.

EDUCATION

High School Diploma: 1991

Aiken High School - Aiken, S.C.

Member of DECA

Coursework in Marketing, Business Management and Communications

Degree: Cosmetology, 1995

Chris Logan Career College - North Augusta, S.C.

Completed advanced training in Cosmetology

BBA: Business Administration, 2011

Strayer University - Augusta, G.A.

GPA: 2.9

Coursework in Marketing, Business Management and Communications

Completed advanced training in Business Administration

MBA: Human Resurces, Current

Strayer University - Augusta. G.A.

Golden Key International honor society member

GPA: 3.7

Coursework included Computer Science, Sales and Finance

Completed advanced training in Human Resource and Administrative Management

SKILLS

Strategic planning Goal-oriented

Key relationship management Hiring and recruitment knowledge

Marketing proficiency Notary Public

Leadership experience Customer service-oriented

Clear communication skills Works well independently

Decision-making ability

Team player

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