Administrative Assistant Customer Service
Resume:
Tamika Demus
******@*****.***
OBJECTIVE: Reliable Security Professional with supervisory, operational, and service - related experience. Seeking a position that will offer a platform to utilize my skillset of customer relations, team leadership and comprehensive communications. EXPERIENCE
Lead Supervisor / SOC Operator
SecTek, Inc.
McLean, VA
October 2021 – Present
• Supervise 10+ physical security professional tasked to secure a controlled access facility.
• Maintain logs and journals, monitored radio and telephones and stayed up to date with the latest security protocol.
• Conducted investigations into theft, property damages, injuries and vandalism.
• Communicate violations promptly to supervisory personnel and followed up with accurate and detailed documentation (eg. Incident Reports).
• Utilize scheduling and billing software to produce reports such as Scheduling Activity, Training Detail reports, etc.
• Conduct regular site walk-throughs and inspections to ensure quality, service, and security.
• Coordinate schedules, meetings and activities for the purpose of supporting staff with operational activities.
Administrative Assistant
Technical Learning Center
Washington, District of Columbia
September 2010 – June 2018
• Performed various secretarial/clerical duties such as documenting, photocopying, mailing, spread sheets, meeting agendas and organizing filing system.
• Answered telephones and transferred calls to appropriate staff members.
• Sorted and distributed incoming communication data, including faxes, letters and emails.
• Established and implemented administrative policies and procedures for the office.
• Purchased office equipment and supplies - contacted vendors and subcontractors.
• Created spreadsheets and presentations for corporate executives.
• Maintained the office database - retrieved and organized information for individual employees and clients eg. office space plans, key logs and credit card program management.
Team Leader
Potbelly Sandwich Works
Washington, DC, USA
January 2008 – November 2012
• Maintained the cleanliness and neatness of the kitchen area to include sinks, cupboards, oven, refrigerator, floors, etc.
• Maintained inventory or foods and supplies.
• Applied and maintained appropriate health and safety standards in the kitchen.
• Up-sold additional menu items, beverages and desserts to increase restaurant profits.
• Took necessary steps to meet customer needs and effectively resolve food or service issues.
• Correctly received orders, processed payments and responded appropriately to guest concerns.
• Served quality food with a positive attitude in a timely manner, while also communicating clearly a with team personnel.
Account Specialist / Customer Service
CIBT
Washington, DC, USA
August 2003 – October 2008
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Demonstrated mastery of customer service call script within specified timeframes.
• Demonstrated excellent performance in a high call volume environment, while maintaining superior computer skills and telephone etiquette.
• Developed effective relationships with all call center departments.
• Ran reports and supplied data to fulfill customer report requirements.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
• Communicated with all customers to ensure 100% customer satisfaction.
• Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
• Promoted after 2 months of employment based on exemplary performance.
• Achieved perfect attendance for 2 consecutive years. Call Center / Hardware Technician
Solectron
Alexandria, Virginia, USA
January 2001 – August 2003
• Responded to telephone inquiries, provided quality service to customers and associates inquiring about the availability of products or status of orders.
• Listened attentively to caller needs to ensure a positive customer experience. Accessed electronic and paper categorized systems to look up product information and availability.
• Strived for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.
• Excelled within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds. EDUCATION
Technical Learning Centers
Washington, DC, USA
January 2010 – September 2010
Certificate: PC Specialist Program
Coursework: Keyboarding, Windows, MS Word, Excel, PowerPoint, Computerized Accounting
(Quick Books), MS Expression (Web Page Design), Business Communications (Outlook), Professional Development and a Typing Speed of 56+ Wpm. PROFESSIONAL CERTIFICATIONS / LICENSES
• CPR / First Aid / AED - Active
• ServSafe - Active
• DCJS - Active
SKILLS
• Clerical Support
• Customer Support
• Administrative Operations
• Security Operations
• Microsoft Office Suite – Proficient
• Microsoft Access Networking
• Workday Enterprise Management Cloud
• Ehub Software
• Web Page Design
• CCTV
• Quick Books
• Accounting
• Customer Service Representative
• Call Center Representative
• CPR/First Aid/AED
• Cash-handling
HONORS / ACHIEVEMENTS
• CIBT-Promoted after 2 months of employment based on exemplary performance.
• CIBT-Achieved perfect attendance for 2 consecutive years.
• Solectron -Exceeded monthly goals by successfully handling over 400+ calls per week, increased office organization by developing more efficient filing system and customer database protocols.
• Solectron -Developed and implemented company's first employee manual outlining all proper business procedures and office policies.
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