Customer Service Administrative Assistant

SALENA K. MATTHEWS

Detroit, MI 313-***-**** ***************@*****.***

Professional Summary

Skilled Receptionist and Customer Account Representative with extensive experience in implementing best practices, developing calendars/meetings, organizing documentation, and managing a high volume of inquiries. Substantial experience in assessing client needs, analyzing data, overseeing business correspondence activities, implementing administrative processes, and managing assigned projects. Continually exceeds expectations by building strong relationships and works well with people at all levels of the organization including management, staff, and clients.

Skills

Customer Service & Client Relations

Process Improvement & Implementation

Establishing Strategic Relationships

Best Practice Implementation

Managing a High Volume of Inquiries

Business Correspondence & Coordination

Calendar, Meeting, & Event Management

Managing Assigned Projects

Customer Support & Needs Assessment

Data Analysis & Report Building

Document Organization & Filing Techniques

Excellent Verbal & Written Communication

Technical Skills

Microsoft Office Suite

Administrative Assistant Experience

Effectively answered client phone calls and scheduled appointments as well as entering data into the company database.

Spearheaded the sorting/filing procedures for all important documents to ensure an organized and clean environment.

Maintained office logs including office mail log of incoming/outgoing correspondence requiring signature approval.

Composed, prepared, edited, or distributed correspondence and other department documents to the relevant contacts.

Expertly handled various office duties while multitasking and providing exceptional customer service simultaneously.

Provided outstanding customer support and developed all procedures for ensuring accurate coordination of meetings.

Coordinated meetings, arranged travel, managed deliveries, prepared meetings, and maintained all monthly calendars.

Planned/executed various company events, monthly luncheons, functional meetings, and all presentation development.

Continuously provided administrative support, assisted with project development, and tracked all budgets and schedules.

Developing various spreadsheets to track, analyze, and report performance metrics for management teams to review.

Customer Service Experience

Improved customer satisfaction and retention opportunities with updated knowledge of products/services.

Corrected various discrepancies in customer's accounts and researched service disruptions as necessary and appropriate.

Effectively made recommendations regarding ways to improve the institution and provide the best customer experience.

Followed all established escalation procedures to expedite prompt resolution of customer issues and service disruptions.

Demonstrated all functional skills in communicating and explaining basic account information to assigned customers.

Strategically demonstrated awareness of company policies and procedures while applying strategic, sound judgement.

Took a consultative approach to finding solutions to customers' needs and resolved complaints through active listening.

Used multiple tools and systems such as billing systems, knowledge base, and technical tools to assist with resolutions.

Retail Associate Experience

Continuously engaged with all customers to effectively build rapport and create lasting relationships for the business.

Assisted an average of 40 customers per day in finding or selecting items, providing recommendations to generate sales.

Successfully utilized the scanner to ring items up and manually added any discounts or item numbers when necessary.

Effectively maintaining a positive attitude and focusing on customer satisfaction in a fast, ever-changing environment.

Maintained appearance of the interior and exterior to meet company standards including various maintenance duties.

Restocked and repackaged merchandise developed knowledge on available apparel and gave guidance to employees.

Strategically provided outstanding customer service to each customer, receiving 95% in customer feedback surveys.

Efficiently maintained accurate merchandise displays, ensuring strategic placement of products to maximize purchases.

Work History

Receptionist – Forgotten Harvest – 06/2021 to 01/2024

Transportation Assistant Aide – Dean Transportation - 08/2018 to 04/2021

Administrative Assistant – Entech Staffing – 04/2018 to 08/2018

Clerk Assistant – Express Pro – 06/2015 to 03/2018

Customer Service Representative - Personnel Unlimited – 06/2011 to 05/2015

Customer Account Representative – Rent-A-Center – 08/2010 to 05/2011

Human Resource Assistant – Macy's – 02/2010 to 07/2010

Retail Sales Associate – Macy's 12/2008 to 02/2010

Customer Service Associate – JC Penny – 07/2007 to 12/2008

Telephone Operator – Detroit Medical Center – 06/2006 to 07/2007

Customer Service Assistant – Davenport University – 04/2004 to 06/2006

Administrative Assistant – Bartech/Detroit Edison – 05/2003 to 04/2004

Telemarketer/Customer Service – A cloche – 04/2001 to 05/2003

Education

Chadsey High School – High School Diploma

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