Customer Service Administrative Assistant

Jillisa Lawrence

Aventura, FL ***** ***********@*****.*** 267-***-**** linkedin.com/in/jillisa-lawrence

CUSTOMER SERVICE AND ADMINSTRATIVE MANAGEMENT PROFESSIONAL

Resourceful, high-energy, and self-motivated concierge services professional with demonstrated history of strong work ethic and consistently achieving above-and-beyond results.

Detailed knowledge of administrative and customer service protocols. “Can-do” attitude with the ability to think outside the box. Highly organized, detail-oriented, and accurate; able to effectively set priorities and manage time.

SKILLS & COMPETENCIES: Customer Service Leadership • Support Operations • Issue Resolution • Customer Experience Management • Problem Solving • Cross-Functional Collaboration • KPI Reporting • Data Analysis • Training • Development • Coaching • Salesforce CRM • Millennium POS • Microsoft Word, Excel (Advanced User) & PowerPoint

Professional Experience

EUROPEAN WAX CENTER: Hallandale Beach, FL 2014–2019

Corporate Network Concierge (11/2018–12/2019)

Served as primary point of contact for more than 350+ franchisees operating 750+ locations across the U.S. to help resolve operational and guest relations issues, and address marketing needs. Supported 800 cases per month; including pulling 200+ monthly invoices.

Coordinated logistics for training new franchise owners, including travel and lodging arrangements, securing speakers and meeting rooms, coordinating meals, and handling all related needs.

Project managed scheduling of monthly 2-day trainings for new franchisees. Secured up to 4 speakers to cover 15 information tracks. Recognized by senior leadership for executing flawless training events.

Corporate Receptionist (7/2016–11/2018)

Greeted all visitors in a courteous manner. Managed a multiline telephone system and directed calls to the appropriate associates. Ensured office ran smoothly and looked presentable; provided daily administrative support for 140-person office. Distributed incoming mail, faxes, and packages. Maintained office supply inventory and pantry room; replenished beverage supplies.

Reservation Center Associate (9/2014–7/2016)

Initial assignment with EWC provided an opportunity to learn about the company. Educated clients on a healthy skincare regime and the benefits of routine waxing; promoted and sold products, packages, and services.

FOCUS POINTE GLOBAL: Philadelphia, PA March 2011–July 2014

Respondent Care Associate Market Research Recruiter

Provided technical and informational support to respondents via in-bound calls. Assisted with administrative and receptionist duties. Initiated confirmation reminder calls to those scheduled for upcoming focus groups. Identified and scheduled qualified respondents to participate in focus groups in company facilities across the U.S.

HEALTH PARTNERS INSURANCE: Philadelphia, PA March 2007–August 2010

Emergency Room Coordinator Member Relations Representative

Conducted outreach calls to members to educate them on appropriate use of the Emergency Department and encourage use of Primary Care Providers (PCP). Coordinated internal and external services/resources for members. Answered eligibility, benefits, and provider inquiries; maintained call records, logs, and other documentation.

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