Customer Service Executive Assistant

MALKIA ALLEN

**** ******** *****, **** ** ~ Columbus, Georgia 31903 ~ 706-***-**** ~ adf8k0@r.postjobfree.com

Executive Assistant

Planning and Development/Project Coordinator/Customer Relations

Dynamic and resourceful Development Specialist with nine years of professional experience in the financial industry. Specialized in project coordination, budget management, strategic planning, CMS (Content Management System Software), Nice IEX community partnerships, WebEx, and clientele development. Proficient in the management and establishment of company policies and procedures, resource planning, and leadership techniques. Recognized as a strong team member capable of completing multiple projects with strict budgetary and time constraints while still meeting diverse customer needs. Reputation for designing and executing plans that maximize company productivity, work quality, and customer satisfaction scores.

CAREER HIGHLIGHTS & ACHIEVEMENTS

Comprehensive experience delivering excellent customer service, managing multiple projects simultaneously, and aiding high-performance teams in exceeding competitive company goals.

Trained over 40 individuals in company policies and procedures to increase organizational efficiency and meet project deadlines. Maximized workplace productivity without compromising employee moral levels.

Organized the annual Job Fair Day at Goodwill Career Center to increase community outreach opportunities. Supervised various stations at the event to ensure each guest had the opportunity to improve their resumes.

Completed Step-by-Step instructions for a new product and systems for TSYS’s national call centers. Adhered to established company protocols in order to create a product that aligned with daily operational functions.

Networked across leadership levels to develop relational understanding of different company projects in order to efficiently resolve customer concerns and streamline channels of communication.

Maintained general company TS1 and TS2 record systems to ensure accurate filing, process timely payments, implement new administrative systems, and handle all external/internal correspondences.

Developed an advanced understanding of TSYS products to address customer inquiries regarding their financial account transactions. Achieved the highest level of customer service, assisting over 160 customers daily.

Designed and delivered weekly dynamic orientation sessions for 20 – 30 applicants. Provided a supportive environment that led over 120 of 200 individuals to successfully find employment opportunities.

Selected to serve the TSYS Social Committee from a pool of 200 applicants. Planned and coordinated company activities to strengthen employee moral across upper and lower management teams.

PROFESSIONAL EXPERIENCE

2018 – Present Workforce Development Specialist, TSYS, Columbus, GA

Monitor, evaluate, and record training activities to gauge program effectiveness. Assess training needs through surveys, employee interviews, focus groups, and consultations.

Collaborate with managers, instructors, and customer representatives to ensure employees receive high quality preparation. Assist with team duties including monitoring, coaching, and tracking.

2014 – 2018 Customer Service Representative I, TSYS, Columbus, GA

Advised clients about financial matters via teleconferencing. Explained loan information to clients and provided relevant follow-up information based on individual client needs.

Maintained quality control and satisfaction records to constantly seek new ways to improve customer service experience. Implemented client-centered changes to drive overall scores.

Utilized highly effective negotiating skills to retain merchant accounts while simultaneously maintaining a strong account profit margins.

MALKIA ALLEN

3807 Pembrook Court, Unit B2 ~ Columbus, Georgia 31903 ~ 706-***-**** ~ adf8k0@r.postjobfree.com

PROFESSIONAL EXPERIENCE (Continued)

2013 – 2014 Customer Service Representative, Randstad on Site at TSYS, Columbus, GA

Organized customer information and account data for business planning and customer service purposes. Estimated debt repayment plans, considering debt, interest rate, and available funds.

Delivered high quality customer service to cardholders and retail banking customers in a timely manner without compromising integrity. Communicated with clientele of diverse cultures.

2012 – 2014 Career Services AmeriCorps Member, Goodwill Industries, Columbus, GA

Fielded customer concerns and provided information about job search, job placement, and job training opportunities. Assessed training needs through surveys and employee interviews.

Provided feedback to clients using positive reinforcement techniques to encourage, motivate, and build self confidence among new prospects. Resolved customer inquiries with tact and sensitivity.

2011 – 2012 WFDT Mission Services AmeriCorps Member, Goodwill Industries, Columbus, GA

Maintained and updated client account activity including financial transactions, counseling sessions, notes, external correspondences, and client inquiries.

Acquired exemplary knowledge of company systems and products in order to easily resolve customer questions and complaints efficiently.

EDUCATION B.S. in Business Management, University of Phoenix, Columbus, GA

M.B.A. in Business Marketing, University of Phoenix, Columbus, GA

CERTIFICATES IRS Basic Level Certified for Income Tax Preparation

TECHNICAL Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)

AWARDS TSYS Social Committee Award, TSYS Five Year Service Award, VIP Award (Displaying Integrity, Building Relationships, Striving for Excellence, Driving Innovation, Creating Growth)

AFFILIATIONS VITA Free Tax Preparation (Volunteer), Eastern Star Hester’s Choice #44

REFERENCES Available upon request

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