La’Mont Stevenson

Email: aczhfc@r.postjobfree.com/ Cell: 804-***-****

Summary Qualification

Ability in providing information regarding products and services of a company

Ability to listen and respond to the needs and concerns of customer's as well as my peers within a company.

Skilled in handling complaints effectively and professionally.

Hands-on experience in reviewing, updating or making changes to customer accounts.

Ability to use knowledge and skills to progress in a company as well as helping the company progress.

Skills

Management and Supervisor Experience

Time Management

Skilled problem Solving

Customer Service Relations - (via phone, email and in person)

Quick and Efficient Learner – Efficient in processing information

Inbound and Outbound Call Experience

Typing Speed - (35-45 wpm)

Administrative Assistant, Data Researching, Data Entry

Skilled in various software technologies - (Microsoft Office Suite, Internet, Word, Power Point, Excel.

Trained in various company Software’s.

Inside Sales Management

Logistics - (tracking and shipping, data entry, billing, account management, auditing information, administrative work, customer phone interaction providing tracking and/or shipping information)

Professional Work Experience

E*TRADE Financial Services Corporate Headquarters - Alpharetta, GA

Associate Financial Service Representative (August 2016 - January 2017)

Handled (60 to 80) inbound calls daily regarding clients placing trades, buying or selling stock.

Performed various money moving options for clients such as wire transactions, ACH transactions and sending checks.

Linking client’s outside bank accounts to their external accounts within E*TRADE.

Handled client inquiries regarding their E*TRADE checking accounts, debit cards, debit transactions, fraudulent activities.

Performed outbound call follow-ups with clients regarding their accounts.

Transferred customers to correct departments based on what they are calling in about.

Performed various updates to client’s accounts in company data base.

Worked and perform secure messages dealing with clients needing help or information via email.

Performed troubleshooting to client’s accounts, such as password resets, clearing cache.

Walked clients through E*TRADE.com to setting up new accounts and adding or transferring money using existing accounts.

Cuore Group - Midlothian, VA (March 2015 - June 2016)

Night Time Manager

Managed (100 to 150) agents.

Monitored company index maintaining it at 80% or better.

Handled escalation calls depending on the severity nature of the call.

Performed queue management by moving agents in and out of different campaigns based on good and poor performances.

Handled customer product benefit packages.

Performed data entry by creating spreadsheets and entering company stats and updated information in.

Performed Q&A by monitoring agent’s calls and giving successful feedback.

Conducted summary reports with call center managers and sending out mass emails to C.E.O. and other upper management teams.

Host team management meetings.

Trained new agents.

Hosted weekly coaching meetings for existing agents needing performance boosting, retraining on company products and how to sell them.

UPS Freight Corporate Headquarters - Richmond, VA (April 2011 - January 2015)

Customer Freight Support Supervisor

Supervised (100 to120) agents.

Managed Client’s Accounts.

Provided customer service via phone and email.

Answered customer and client inquiries regarding tracking their freight shipments.

Answered agent inquiries at all stages of tracking a shipment.

Handled escalation calls depending on the severity of situation.

Performed various investigations on lost freight.

Hosted weekly coaching meetings with agents.

Performed Q&A by monitoring agent’s calls and providing feedback.

Performed billing transactions and precise data entering.

Maintained all quality standards and procedures.

Tracked freight shipments cross state lines via line haul tracking system.

Scheduled Freight shipments via LTL.

Coordinated with dispatchers on various routes to expedite urgent shipments.

E.R.K Corporation - St. Thomas U.S. V.I (June 2007 – January 2011)

Administrative Assistant/ Independent Sales (Home Based/Traveling Contractor)

Maintained company information by entering in data base and manage accounts.

Scheduled product/sales meetings and trained new sales representatives.

Performed daily follow-ups with company drivers via video chat

Answered customer’s inquiries and resolved issues at a high level of professionalism via phone and emails.

Performed Internet-based research for company needs pertaining to business development and marketing sales.

Performed daily summary follow-ups with management via video chat.

Created spreadsheets regarding company products and company index numbers.

Relevant Coursework:

Leadership Training Programs and Business Management

Logistics (Tracking & Shipping)

Quality Assurance (Q&A)

Sales – Inside Sales, Independent Sales, Marketing Sales

Conflict Assess and Resolutions

Work Force Management

Education

Prince Edward County High School (Farmville, VA)

Organizations/Volunteer Groups

Gentlemen by Choice Association

Member

Helping and motivating misbehaved kids into becoming positive in life.

Developed a pipeline of exceptional young leaders, emerging into Gentlemen.

Planned and organized trips and/or social programs for the youth community.

F.B.L.A- Future Business Leaders of America

Member

Professional Business Leaders, attended conferences gaining knowledge and skills needed to perform in the corporate business world.

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