Customer Service Data Entry
Resume:
DONNA GILLESPIE SMITH
**** ********* ***** ******* ****, TN 37604 423-***-**** *********@******.***
Administrative Support/Customer Service
Dedicated, detail-oriented professional with over 25 years of experience and a wide range of administrative support skills developed through experience as a customer service representative, office administrator, mail clerk, and cashier clerk.
Key Skills
Office Management
Teambuilding
Organization
Confidentiality
Time/Budget Management
PC Skills
Customer Service
Meeting & Event Planning
Payroll/Data Entry
Experience
Citi, Gray, TN
January 2017—February 2017
Customer Service Representative
Worked to ensure credit applications were handled accurately and efficiently. Responsible for handling incoming calls and reviewing available information to help with credit requests.
Reviewed and approved high end credit applications.
Navigate many systems to review information and make timely credit decisions.
Belk, Johnson City, TN
August 2016—December 2016
Sales Associate, 2016 Holiday Season
Responsible for providing top notch customer service during the 2016 holiday season. Became familiar with products across multiple departments to better serve customers. Also regularly stocked, straightened, and organized various departments to ensure a positive customer experience.
Handled sales transactions.
Assisted with any complaints in a professional manner to ensure that customer’s needs were met and any problems were resolved.
Reconcile sales and cash at end of each shift.
AT&T (Formerly CINGULAR WIRELESS), Johnson City, TN
April 2001—March 2016
Customer Service Representative
Repeatedly promoted during 10-year tenure with AT&T as a result of outstanding performance and customer service. Recipient of multiple recognition awards and frequently selected to participate in special projects based on initiative and increased responsibilities. Currently responsible for handling inbound calls from customers regarding payments/payment arrangements, customer assist inquiries, and rate plan adjustments. Results:
Enhanced customer service skills and patience dealing with sometimes dissatisfied customers, all while working to create a positive overall experience for customers.
Frequently met monthly quotas for call quality, call length, and resolution and payment negotiation.
Received “Ace Award” for achieving above average call quality and payment results and multiple “Go For The Gold Awards” due to customer satisfaction, effectiveness, availability, and feedback. Have also been acknowledged on several occasions because of customer praise letters written to the company on my behalf.
Most recently chosen to be part of a special team responsible for testing a new company-wide system. Provided valuable feedback that ultimately led to the purchase of the system and a more effective work environment for employees.
UNITED STATES POSTAL OFFICE, Baltimore, MD
May 2000—April 2001
Mail Carrier/Clerk
Confidentially handled mail deliveries on a daily basis and was responsible for sales of stamps and certified C.O.D.’s. Frequently handled cash and credit transactions and reconciled sales revenue each day.
Successfully organized and prepared mail for delivery. Quickly became a highly respected employee due to work ethic and time management skills.
KIMBERLY CLARK, Jessup, MD
June 1994—April 2000
Office Administrator/Warehouse
Served as office administrator with responsibilities in customer service, data entry, handling a busy phone system, and ordering supplies. Also maintained cash balance on a regular basis.
Responsible for sales support; worked closely with large hospitals selling medical supplies and equipment to buyers. Set up appointments with customers and potentials buyers and prepared documentation for upper level management discussions.
Excelled in office management; managed and ordered office supplies and was responsible for handling all incoming phone calls and routing to the appropriate person/department. Successfully followed-up with clients and managed relationships between clients and sales/management.
Chosen to travel to company headquarters in San Diego, CA to participate in new software development, providing valuable feedback and input for the new system.
MOTOR VEHICLE ADMINISTRATION, Essex, MD
June 1990—May 1994
Cashier Clerk/Title and Registration
Provided high level of customer service while accurately processing license renewals and registrations for customers on a daily basis. Responsible for sales and cash reconciliation on register.
Handled office administrative duties such as error-free data entry, word processing, filing, copying and documentation of services, and ordering supplies.
Consistently and positively responded to customer inquiries and handled each in a professional manner, achieving the most effective solution.
GRUMMAN AEROSPACE, Baltimore, MD
June 1985—January 1990
Secretary
Served as secretary to management team in a fast-paced, deadline-driven environment. Handled busy phone system, data entry, customer service, and monthly reports/documentation to team.
Responsible for confidential quality control and testing reports. Created presentations and documentation for upper management regarding calibration of tools.
Education
CHESAPEAKE HIGH SCHOOL, Baltimore, MD
1980
Academic Diploma, Concentration in Office Education
References
DIANNE EVERHART
PAM HUGHES
JUANITA HUGHES
LINDA HUGHES
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