Customer Service Administrative Assistant
Resume:
Crystal Riddle
Over ** Years Experience in Customer Service/Clerical Field and Can Begin Working
Immediately!
Abingdon, VA 24210
ad5v7q@r.postjobfree.com
I have worked in the clerical field for 22 years. I have always held positions that are in some way related to office associate or customer service positions except for the 4 years that I had attended school, in which I pursued a degree in Social Psychology. I have many years experience in the administrative assistant/office associate or clerical field, therefore I am seeking a job in which I would be doing similar tasks, such as filing, answering phones, scheduling appointments, and other duties that would allow me to put my communication skills to work. I feel that I am able to build a trust with clients/customers fairly quick, which helps to promote a strong connection between the client and the company that I represent. I am also looking for a position that would allow me to use the knowledge that I have for Microsoft Word, Excel and other Microsoft programs, as well as SAP, Oracle and many other software programs that are utilized by many companies today.
I have also worked from home, and I am capable of completing my job with no distractions. I have the self-discipline that is required in order to be successful in those types of positions, such as being mentally and physically prepared and ready to start my day a few minutes prior to the beginning of my shift, paying close attention to detail, and being able to work steadily without requiring constant supervision. I am a firm believer that being a self-starter is a must for anyone who accepts a remote position because of the leniency that those positions offer. I thrive in any position that encompasses any clerical duties and I am a people-person who loves the rewarding feeling that I get from helping clients/customers to resolve any issues that they may have and to just show them that their concerns are very important to me just as they are to themselves. I believe that this is why I have always been successful when working with the public in areas such as customer service.
I'm very outgoing, positive, and upbeat and I love a fast-paced job that offers challenges daily. I work best under pressure but can maintain under any circumstances. I can take directions and follow them as instructed from my superiors and carry them out to their utmost satisfaction. I enjoy working in a group setting but I can also work by myself. I really enjoy working in the clerical/administrative positions and/or customer service positions because these are the types of jobs that I have always worked in, and these are the jobs in which I am most comfortable. Willing to relocate to: Kingsport, TN - Bristol, VA - Bristol, TN Authorized to work in the US for any employer
Work Experience
Office Administrator/Dispatcher/Accounts Receivable Spears Services - Johnson City, TN
February 2023 to December 2023
Using QuickBooks Online and HouseCall Pro, which is software designed for HVAC work, I was responsible for scheduling jobs for customer's as they would call into the office and would request to have a technician to troubleshoot, diagnose, and fix a multitude of issues that they would be experiencing at that time. Once I had the job placed on the schedule, then I would create a path for each of our technicians to follow, so that their jobs are all within a particular area, in hopes of preventing unnecessary travel back and forth by the technician so that we could be more time and cost efficient as possible. When scheduling the technicians, I had to be mindful of the job at hand so that I would provide them with enough time to diagnose or fix the issue, and them not have to worry about their next appointment actually running into the first one, because this not only created stress on both the technicians and myself but it also created angry customers so this was a very important part of scheduling each job. Another one of my duties included going into our QuickBooks Online software and invoicing the job after it has been completed, and then ensuring that the customer received that invoice in a timely manner so that we kept a steady cash flow, both in accounts receivable and accounts payable. At one point, I had also been in charge of the submitting of all of our employee’s hours to our payroll company, Paychex Oasis. This was to be done only after I had gone through and double checked each employee’s time sheet, as well as given the accurate total of worked hours versus their PTO & Sick Time hours for those that had accrued those type of hours, and who had chosen to use them for any time that they had to miss during that pay week. Once I had gotten the complete total of hours accurately added up, I would enter those into the Paychex Oasis website. This has to be completed by Wednesday morning, no later than 11am, in order for the checks to be received by the employees’ on Friday, as promised. Sales Agent
DialAmerica - Johnson City, TN
September 2022 to March 2023
As a LifeLock agent, it was my job to take inbound calls via phone from people who had recently been a victim of identity theft and I give them a brief summary of what LifeLock is, how it works, and why it is a product that would be good for them at that present time. My job duties include but are not limited to:
• Assisting customers with questions and then providing them with answers that are easy to understand.
• Performing data entry for LifeLock
• Handling inbound calls and determining whether to transfer to Member Support or Norton Support
• Processing orders
• Assisting customers with a warm and professional attitude
• Pitching the product in a way that the caller understands why this product would be beneficial for them and their current situation
• Sold LifeLock Memberships
• Identified sales opportunities and acted on leads
• Established and maintained relationships with customers
• Confirmed contact information
• Explained and negotiated terms and agreements of the LifeLock Contracts
• Managed customer escalations
• Was able to showcase product knowledge and address concerns of customers
• Provided outstanding customer service
Shipping and Receiving Clerk
Universal Fibers, Inc - Bristol, VA
March 2022 to September 2022
• Pack, seal, label to prepare materials for shipping.
• Loaded, unloaded freight trailers.
• Prepared documents, such as work orders, bills of lading, and shipping orders to route materials.
• Determined shipping methods for materials, using knowledge of shipping procedures, routes.
• Inventoried the warehouse to ensure that there was a proper count of materials that had left the warehouse, as well as packages and shipments that had come back into the warehouse. Customer Service Representative Tier 1
Majorel - Chandler, AZ
July 2021 to June 2022
Job Ended Due to a Reduction in Force
• Managed customer accounts
• Resolved customer issues
• Collected and documented orders
• Responded to inquiries and issues
Majorel is a company that represents many other companies, and one of their clients is Apple. I worked as a back-office order support agent in which I handled issues of clients not receiving their devices when they were supposed to due to the packages being lost in transit, delivered to the wrong address, and many other scenarios. We had also begun to handle the Device Trade-In Quotes and as a Tier I Customer Service Specialist, it was my job to determine how much the device that the client was wanting to use as a trade in was worth according to the shape the phone or other Apple product was in as well. I was also responsible for making the decision to issue refunds, credits, or replacements for devices that were lost or damaged during shipping, depending on the time frame that has passed as well as what the actual situation was. That job required paying close attention to detail and passing quality checks several times per week. We were always graded by quality control on the ways in which we handled each task, such as how long our AHT was, if we investigated everything the customer had told us and compared that to the notes we had from the carrier or the distribution center, and if we collected all the necessary information that we would need from the customer in order to complete our investigation of their claim and make a decision on their claim. We would receive bonuses each paycheck if we had passed quality control with an overall average of 95% or higher for that pay period. Receptionist
H & R Block, Inc - Johnson City, TN
December 2019 to April 2020
Job Ended due to Covid-19
• front desk
• Welcomed clients
• Answered phones and scheduled appointments with the tax pros
• Returned calls to clients
• Addressed queries
• Verified that the client had all their requested tax documents
• Faxed, copied, and scanned documents
While employed as the Front-End Receptionist for H & R Block, my job was to answer all incoming calls and assist clients with scheduling appointments to have their taxes filed, as well as to answer any and all questions that the client may have regarding the filling of their taxes. I was also required to assist any clients who choose to do their taxes on a "walk-in" basis versus the traditional scheduling of an appointment as well. Some of my other daily duties were retention calling, I used verbal communication all throughout the day to interact with the Tax Pros and assist them with their client's information as well as to ensure that they had all documents and/or other supplies that would help them to give our client excellent customer service.
I was also in charge of accepting the payments from our clients after they had completed their taxes with the tax pro, which consisted of me accepting a variety of different payments, such as credit and/or debit cards, checks, and cash. I was also responsible to do the end of the day totals for all of the sales that we made that day. After completing that, I would wrap up the shift by doing my last drop of the night and would proceed to completing the clean-up and other various duties so that I could be ready to leave when everyone else was ready to go.
Office Associate/Customer Service Advisor
Universal Health Benefits - Johnson City, TN
April 2014 to May 2019
Job Ended due to Company Relocating
• Greeted customers
• Resolved customer issues
• Booked appointments for clients
• Created call center scripts
• Responded to inquiries and issues
• Inventoried spreadsheets
At Universal Health Benefits, I was placed in a multitude of positions. Some of them were focused on recruiting new hires, getting them trained and making sure that they were ready to preform their job positions without requiring many further training or if they did need more training then I would determine what/who would be the best to assist them with this training, if I wasn’t training them myself. Many times I would have small hiring events where I would encourage people to apply with us and I would explain to them the many perks of being one of our employees and the ways in which you would be able to reap these rewards! It was something that I enjoyed doing because I am a people person so I got to meet with the general public and try to find individuals that I felt would be successful working in a position with this company and so I would find those people and then I would pitch the job requirements and benefits to them in hopes of getting them to agree to come on board with us! I also worked with our clients, mainly over the phone rather than face-to-face. I would make phone calls to the clients to confirm that they had received their insurance cards and booklets on time and if they did, then I would inquire as to whether they’d had a chance to use their benefits yet. If they had, then I would then implore further into the experience that they had when using their benefits, such as if they ran into issues or if they were satisfied with their insurance, but if they hadn’t used them yet, I would just give them a little bit more information about the benefits thst they had access to and I would allow them the opportunity to ask any questions about their plan/benefits that they may have. I also placed outbound calls to potential clients (cold calls) to inform them of benefits that they were possibly entitled to and would them attempt to schedule an appointment for them to meet with one of our Medicare representatives so that they could further discuss the possibility of obtaining these new benefits, we well as going over their current benefits so that they could feel confident that they were receiving all the different things that they were entitled to. For a short period of time, I also quoted life insurance premiums to potential clients after screening them for term life insurance. After giving the clients the quote, I would then pass those screenings and quotes to a licensed insurance agent in hopes of the client accepting the policy. These cold calls were made based off of leads generated for people who were selected based on their demographics, as well as their income levels, ages, and current insurance providers. I also answered incoming calls for clients who would call into the office with inquiries about their insurance or who wanted to schedule a face-to-face meeting with their Medicare representative. If they needed to speak with their representative then I would have to determine when that particular agent would be in their area due to the fact that each representative was placed in different areas of the state each day but if I had prior knowledge of the need for them to meet with a client in a certain area then I could schedule them for later on during the week and then I would fill in the rest of their day with appointments that were with potential clients that lives in or very close to that area. This job always consisted of filing massive amounts of paperwork, writing daily, keeping spreadsheets with large amounts of information that was needed for the calculating agent commissions each month, and maintaining constant contact with clients as well as agents. At one point, our Administrative Assistant was placed on Maternity Leave early in her pregnancy due to her being of High Risk, so I was asked to temporarily fill that position until the company had time to find a replacement to relieve me so that I could go back to my normal position of customer service, appointment setting, and recruiting.
Administrative Assistant/Office Manager
Frye Transfer Co - Johnson City, TN
July 1996 to March 2009
Job Ended Due to Me Moving to El Paso, TX
• Provided administrative support for Frye Transfer
• Maintained all files, schedules, etc.
• Scheduled appointments
• Managed incoming and outgoing mail
• Approved timesheets
• Provided friendly customer service
I was a secretary for Frye Transfer, which is a moving service. In this job, I answered phones, booked moves for clients, assigned movers to go on jobs, drafted work orders, basic filing, bookkeeping, as well as helped to maintain employee hours and payroll weekly. I also drafted the itemized bills for the customers and accepted all the payments that came in. I also kept a file with all of the company's monthly expenses and total wages paid out so that the owner would have everything that he needed when trying to determine the net profit for each month.
Along with the normal office administrative duties, I was also the one who took care of the cleaning of the office and made sure that we had all of the supplies that we needed in the office. Since I was generally in the office by myself for the majority of the time, that made this task very easy to maintain. I would also contact an outside contractor to do the landscaping of the property when needed. This rarely ever occurred but there were a few times that if we had an unusually large job, such as a pack and load that was for someone who had an extremely large home or for a company that was relocating, I would go and assist with the first day, as it only required help with the packing up of the client’s possessions and then inventorying those items as they were being prepared to be loaded onto the truck. I also assisted on large jobs in which I would inspect each of the items and confirm that they arrived in the same condition that they were in when they were placed onto the truck. In the event that an item was damaged, it was my job to notify our insurance company so that they could issue a check to the client, which depended upon the value of of the item or the amount that was required in order to have the item repaired.
Education
Bachelor's Degree in Psychology
Park University - El Paso, TX, US
January 2012 to December 2014
Associate of Applied Science in Psychology
El Paso Community College - El Paso, TX, US
January 2010 to December 2012
Skills
• Training & Development
• Office Administration
• Accounts Receivable
• Management
• Human Resources
• Recruiting
• Commercial Cleaning
• Microsoft Outlook
• Clerical Experience
• Merchandising
• Microsoft Office
• Quality Assurance
• Conflict Management
• SAP
• Employee Orientation
• Leadership
• Research
• Writing Skills
• Tax Experience
• Personal assistant experience
• Help desk
• QuickBooks
• Paychex
• Accounts Payable
• Payroll
• Microsoft Windows
• Front desk
• Hospitality
• Guest services
• Customer service
• Clerical experience
• Accounts receivable
• Cash register
• Office management
• QuickBooks
• Telemarketing
• Help desk
• Accounting
• Google Suite
• Leadership
• Conflict management
• Account management
• Microsoft Exchange
• Data collection
• Mac OS
• Research
• iOS
• SAP
• Windows
• Human resources
• Personal assistant experience
• Analysis skills
• Cash handling
• Typing
• Data entry
• Computer skills
• Computer operation
• 10 key typing
• Organizational skills
• Administrative experience
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft Office
• Communication skills
• Customer support
• Office experience
• Medical office experience
• Microsoft Powerpoint
• B2B sales
• Grocery store
• Basic math
• Computer literacy
• Plant management
Certifications and Licenses
Driver's License
June 2021 to June 2029
Forklift Certification
September 2022 to Present
I believe that it was a certificate that lasted one year because I thought that you had to get recertified each time you switched to a new company to work.
Assessments
Recruiting — Proficient
March 2023
Managing the candidate sourcing and selection process Full results: Proficient
Written communication — Proficient
January 2023
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Call center customer service — Proficient
November 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Work style: Professionalism — Proficient
December 2023
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Bookkeeping — Proficient
December 2022
Calculating and determining the accuracy of financial data Full results: Proficient
Customer focus & orientation — Proficient
November 2022
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
November 2022
Identifying and resolving common customer issues
Full results: Proficient
Retail customer service — Proficient
February 2024
Responding to customer situations in a retail setting Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
March 2024
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Work style: Reliability — Proficient
February 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Administrative assistant/receptionist — Proficient November 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Front desk agent (hotel) — Proficient
December 2023
Selecting hotel rooms based on verbal requests and identifying errors in hotel data Full results: Proficient
Retail customer service — Proficient
September 2022
Responding to customer situations in a retail setting Full results: Proficient
Working with MS Word documents — Proficient
March 2024
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Scheduling — Proficient
January 2023
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Basic computer skills — Proficient
January 2023
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Attention to detail — Proficient
January 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Front desk agent (hotel) — Proficient
February 2023
Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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