Customer Service Social Media

Administrative Professional

Highly dynamic administrative professional over 5 years of advanced administrative, organizational, strategic partnership in a variety of industries, complemented with the capacity to provide executive-level support maintaining the utmost confidentiality. An effective leader skilled in leveraging meticulous attention to detail and expert organizational skills to proactively anticipate and resolve complex matters. Adaptable and transformational leader with the ability to handle delicate situations and develop opportunities that further establish organizational goals.

Areas of Enterprise Includes:

●Administrative Support CRM Social Media

●Microsoft Suite Process Improvement Data Processing

●Event/ Meeting Planning Type 60 WPM Google Suite

●Calendar Management Staff Management

Education

High-School Diploma, Benjamin E. Mays, Atlanta, GA, 2016

Career Experience

Virtual Agent II, Working Solutions 2016 - 2018

Expertly provided customer satisfaction in a effective and timely resolution of a variety of customer inquiries handling up to 100 calls per day. Maintain detailed administrative and procedural processes and managed customer service matters in order to improve accuracy, efficiency and satisfaction. Research, update, and determine the appropriate triage route; analyze and clarify complex problems in simple terms to customers. Serve as a trusted resource and advisor to advanced leadership, providing reports detailing success or areas of concern.

Key Achievements

●Became the “Go-To” agent by successfully recognizing and mitigating complex issues through identifying the root cause and recommended solutions.

●Demonstrated talent for quickly learning new tasks and completing ahead of schedule while maintaining a degree of professionalism.

●Excelled in resolving challenges with innovative solutions, systems, process improvement that increases efficiency, customer satisfaction, and the bottom line.

Administrative Assistant, God Is Dope 2018-2021

Provided a full range of executive – level support to improve procedures and meet company deadlines. Conducted research and craft presentation materials to ensure staff achieves company goals; prepared meeting agendas and carefully monitored action items; directed all administrative and project support efforts; planned, organized and oversaw meetings and events to ensure best execution; developed presentations and scheduled all executive – level meetings. Handle customer discrepancies on email live chat data base called Zendesk managed filling systems for electronic and hardcopy documents to keep organized records; received and routed business correspondence to correct departments or staff members.

Key Achievements

●Negotiated favorable terms and pricing agreements for travel expenses.

●Protectively streamlined executive administrative activities to take ownership of additional projects.

Customer Service/Tech Representative, Concentrix / Apple 2022- May 2024

Customer service call center for Apple. The department i was in was customer support dealing with retail online orders. Calls consist of delivery issue request, order status, trade - in program information, and etc. During my position i learned about positive positioning and empathy for the customer, and had the ability to provide servicing to their orders. Such as changing internal information on their orders, issuing out refunds and return labels, product information, walk through on procedures that might have been difficult; or simply given them the next steps on what was to come after the call had ended. In this position I had the ability to ask for approval from the quick connect chat where i could speak with my team and manager. Used internal data base information to look up research and articles on specific procedures. Lastly upon the end of each call i left details notes of the reason for the call; and what resolution i provided the customer with and the time frame if further action needed to be taken after customer has to be updated.

Pre-Admissions Representative, Studio Enterprises

July 2024- September 2024

Inbound and Outbound calls come through for enrollment of South University. As a pre-admission rep my calls consist of my script, which involves the full conversation had with the student. My duties are to make follow up calls, create and confirm the information given by the student, then conference in an Admission Representative. This step is where the student is able to learn about the program of interest and upcoming enrollment dates. Before disconnecting the call I make sure to locate the AR email and save it to the profile. Then I dispo the call and wait for another to come. If a student has already spoken with someone I send a email to the company background team so the can set up the call back time from the AR queue.

Key Achievements

● To ensure your are empathetic to the customer needs and concerns, and able to solve or provide a solution.

●Go through all proper channels for approval and the correct action to be made on a case.

●Acknowledge, align, and assure, these are steps to go by when dealing with a customer and providing the best service for them as well.

Professional Training

Customer Relationship Management (e-plan, Zendesk, Shopify, Ups, fedex, quick connect, adobe, webex, prism, core, Five Nine, trinet, Mircosoft teams, outlook)

Certification

IT Help Desk for Beginners

https://lnkd.in/e39kDnD4

Volunteer Experience

Andrew and Walter Young YMCA, 2012 - 2016

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