Administrative Assistant Customer Service

Courtney Sterling Oklahoma City, OK ***** ******@*****.*** 405-***-****

Experienced Customer Support Advocate who has worked in challenging, fast-paced environments over the years. Proven history of successful work with cross- functional teams and leadership. Strong background in customer service, team building, engagements, training, and mentorship. EXPERIENCE

MAY 2024 - PRESENT

SENIOR SUPERUSER – ACCENTURE FLEX

Support and Guide employees in their professional development.

Assist with setting action plans, offering motivation, and fostering a positive and growth- oriented work environment.

Manage and coordinate the activities to employees.

Ensure that employee inquiries and issues are addressed promptly and effectively, including monitoring response times, quality of support and customer satisfaction.

Responsible for training and mentoring employees, developing support strategies, and implementing improvements to enhance the overall customer experience.

Responsible for designing and implementing training programs for employees.

Assess training needs, develop curriculum, and deliver engaging and effective training sessions.

Assist with ensuring the department operates smoothly.

Design and develop engaging newsletters to keep employees informed and engaged.

Gather relevant information, writing compelling content, select visuals, and ensure the newsletter is visually appealing.

Manage the distribution process to the company's department.

Initiate and manage escalations to ensure timely resolution of critical issues.

Participate in engagement teams, contributing to collaborative efforts and project success. NOVEMBER 2021 – MAY 2024

SENIOR SUPERUSER - VDART (SERVICING ACCENTURE ON STATE OF TENNESSEE DEPARTMENT OF HUMAN SERVICES PROJECTS)

Support and Guide employees in their professional development.

Assist with setting action plans, offering motivation, and fostering a positive and growth- oriented work environment.

Manage and coordinate the activities to employees.

Ensure that employee inquiries and issues are addressed promptly and effectively, including monitoring response times, quality of support and customer satisfaction.

Responsible for training and mentoring employees, developing support strategies, and implementing improvements to enhance the overall customer experience.

Responsible for designing and implementing training programs for employees.

Assess training needs, develop curriculum, and deliver engaging and effective training sessions.

Assist with ensuring the department operates smoothly.

Design and develop engaging newsletters to keep employees informed and engaged.

Gather relevant information, writing compelling content, select visuals, and ensure the newsletter is visually appealing.

Courtney Sterling Oklahoma City, OK 73115 ******@*****.*** 405-***-****

Manage the distribution process to the company's department.

Promoted to SuperUser July 2022.

Successfully completed 3 project assignments.

AUGUST 2021 – DECEMBER 2021

CUSTOMER SERVICE ADVOCATE, MICAHTEK

Utilize company’s phraseology to best support client’s needs.

Concentrating on customer needs to provide exquisite customer satisfaction.

Assist clients with production sales and diversified prayer requests adhering to company’s policies and procedures.

AUGUST 2018 – OCTOBER 2019

CUSTOMER CARE ADVOCATE, RANDSTAD (SERVICING MASSACHUSETTS HEALTH CONNECTOR)

Organizational skills with the ability to balance production and quality requirements.

Develop strategic approaches to the development of solutions maintaining focus and attention to detail while maintaining client’s health and dental accounts.

Cross-collaborate with special projects to maintain high levels of customer satisfaction throughout the project’s lifestyle.

Responsible for maintaining confidential, highly- sensitive information under the HIPAA Privacy and Security Regulations.

Special Skills including Premium Billing, Floor Support, Case Work, Skilled Agent Training Support.

EDUCATION

May 2010

General Studies – Diploma, John Marshall High School of Oklahoma City, OK SKILLS

MICROSOFT OFFICE

OUTLOOK

MS PROJECTS

60 WPM

NICEINCONTACT

MICROSOFT TEAMS

EXCEL

WORDS

POWERPOINT

GOOGLE APPLICATIONS

CANVA PRO

Courtney Sterling Oklahoma City, OK 73115 ******@*****.*** 405-***-****

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