Customer Service Administrative Assistant

Valerie Banks Columbia, SC ****** 240-***-****

********@*****.***

Customer Service Specialist

Efficient and resourceful professional with extensive customer service experience providing clerical assistance and outstanding operational support in a deadline-driven environment.

Key Qualifications

Diverse experience across customer service, business operations, human resources, and other functional areas

Proficient in Google Gmail, Sheets, Docs, Microsoft Word, Excel, PowerPoint, Outlook, and Salesforce

Excellent oral and written communication skills, problem resolution ability and a high level of confidentiality

Self-motivated decisive nature and strong attention to detail necessary to manage independent work

Professional Experience

Empower Retirement-South Carolina Deferred Compensation Program, Columbia, S.C.

Field Administrative Assistant 02/2019 – Present

Facilitated and scheduled phone and virtual appointments for participants with Retirement Plan Advisors

Served as initial point of contact for in-person submission, review and updates of enrollment forms

Interfaced and communicated with employers for separation information to complete participant files

Answered phones, prepared, and mailed enrollment and exit packets

Pepsi Beverage Company, Columbia, S.C.

Administrative Assistant 04/2014 – 09/2016

Pepsi Beverage Company, Fairfax, VA

Administrative Assistant 08/2010 – 04/2014

Processed weekly payroll of 250 sales representatives, merchandisers, drivers and temporary employees

Reconciled and processed invoices

Tracked sales department expense budget

Established and activated new customer accounts

Completed onboarding for new hires

Maintained DOT files and Safety compliance

Pepsi Beverages Company, Williamsport, MD

Customer Service Manager 04/2003 – 09/2010

Managed high-volume call center; received 4,000 inbound calls and provided support for 650 Service Techs

Supervised Customer Service / Repair Call Center of 3 Team Leaders and 34 full time employees

Created process improvements to accelerate the completion and reduction of the workorder backlog

Communicated daily and monthly scorecard metrics based on company forecasts vs. actual results

Evaluated and provided daily coaching feedback on Team Leaders and CSR performance

Implemented call center schedules based on historical call volume

Education

Health Insurance License - 2018

Life Insurance License 2016

Old Dominion University, Bachelor of Science: Marketing- 1986

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