Office Clerk Customer Service and Data Entry Clerk

ANN O. ADAMS

**** ********* ******, *********, ** 21218 410-***-****

Qualifications Summary

Highly personable Human Relations Professional with over 20 years of experience in customer service, case management, administration, training, call center, recruiting and supervising operations in high performance and customer service environments.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrates ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer service.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).

Effectively communicates with employees and consumers to obtain a positive professional relationship.

Professional Experience

Dunbar Armored Baltimore, MD

Data Entry Lead (Fleet Maintenance) 2003-Present

Recruited to provide top-notch service to the consumers and providers of Dunbar Armored. Process consumer’s statements, answer questions and provide proper services and care from both internal and external consumers, respond to concerns and alleviate delicate situations with professionalism and sensitivity. Other duties included schedule and monitor alarm services along with completing the proper paper work to insure clearance. I also work in conjunction with other staff members to ensure efficient and effective operation of the office daily.

• Provides troubleshooting and customer support while demonstrating courtesy, patience, and troubleshooting skills in customer interactions in order to resolve concerns.

• Utilize a variety of software applications to administer customer account information and diagnose and resolve technical difficulties.

• Demonstrates an overall understanding of operations in order to interact with customers regarding all types of inquiries (technical and non-technical,) including but not limited to: Monitoring alarms, new products, pricing, upgrades, new sales, downgrades, and disconnects.

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Office Depot Baltimore, MD

Supervisor Cash Office 1990-2003

Process consumer’s statements, answer questions and provide proper services and care from both internal and external consumers, respond to concerns and alleviate delicate situations with professionalism and sensitivity. Prepare weekly reports for department supervisors to make sure the teams are giving there complete best.

• Interviews consumers via telephone and in person to obtain information in order to complete all required forms.

• Register consumers, collect banks deposits as needed, Verify Banking statements, provide bank drops, completed invoices, change orders and conducted store ordering.

• Trained all new staff for the front line.

• Performs other duties as assigned by store manager.

K mart Corporation Baltimore, MD

Office Clerk 1988-1990

Process consumer’s statements, answer questions and provide proper services and care from both internal and external consumers, respond to concerns and alleviate delicate situations with professionalism and sensitivity.

• Troubleshoot and resolve store customer service concerns. Manage billing, order status, pricing, and bookkeeping.

• Act as point of contact in the absence of team manager to manage the team productivity along with credit card batching, multi-line telephone systems, Invoicing and account payable.

Education and Training

Southwestern High School Baltimore, MD

High School Diploma 1980

Catonsville Community College Baltimore, MD

Secretarial Education 1981

References

Clint McClean 347-***-****

David McNair 443-***-****

Shawna Brim 443-***-****

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