Customer Service Administrative Assistant

N’neka Frazier

Customer Service Rep/ Administrative Assistant

702-***-**** Email: ********@*****.*** Las Vegas, NV Career Focus:

- Offering excellent customer service knowledge and multi-tasking skills. Outstanding communication, reliable, meets deadlines and works with a high level of multicultural awareness and adaptability.

Skills & Abilities

• Organized & Dependable

• Prioritize business needs, when completing task

• People- Orientated

• Hardworking

• Multi-line phone proficiency

• Knowledge in Microsoft programs such as Excel, Word, Microsoft Teams

• Ability to work under pressure

• 50 WPM

• Cash handling and credit card processing

• Willingness to improve

• Problem-solving and resourcefulness

Experience

Customer Service Representative, IngenioRX/Caremark, Las Vegas, NV – November 2019 – Current

• Handles a high volume of complex inbound calls and corresponds through email, faxes, and letters

• Ability to resolve issues promptly and accurately in a positive manner that participants can easily understand

• Effectively gather information, accessing and fulfilling the callers needs & educating them along the way with their insurance coverages

• Collaborates with internal & external business partners to provide solutions by taking responsibility for following through & bringing outstanding issues to closure

• Windows based application knowledge, Outlook, & Word applications

• Input data into the company computer platform to keep each customer record updated and secure under HIPPA guidelines

• Align to company’s core values such as integrity, caring, collaboration, accountability, & innovation

Subject Matter Expert, CVS Caremark, Las Vegas, NV October 2020 – January 2021

• Schedule and coordinate meetings and training sessions for agents

• Train and onboard new call center agents as required to meet performance metrics

• Provide coaching and real-time assistance to agents on an ongoing basis

• Process weekly performance reports for submission to management

• Verify customer’s problem and validates support team’s escalations – supervisor calls

• Ensure that all employees follow the company’s best practices for call center management and operations

• Develop presentations and talks to motivate and educate agents

• Communicate company goals to associates so every employee understands their role

• Provide weekly coaching, engagement, and facilitate team meetings Concierge Specialist, Knoah Solutions, Las Vegas, NV – September 2018-October 2019

• Researched homes for sale, auction, and foreclosed

• Sent properties to client-based interests

• Talked to clients over the phone and gave them details on properties

• Answered questions to best ability to further help clients

• Found suitable properties in client’s price range with most fitting details.

• Ability to multitask back and forth between applications

• Handle calls, SMS and emails with high degree of accuracy, efficiency and courtesy Administrative Assistant, Goldberg, Maroney & Associates, LLP, Las Vegas, NV – October 2017-September 2018

• Corresponded with clients through email, telephone, or postal mail

• Coordinated office inventory by restocking supplies and placing purchase orders.

• Answered and managed incoming and outgoing calls while recording accurate messages.

• Provided clerical support to company employees, including copying, faxing and file management.

• Maintained a clean reception area, including lounge and associated area Phone Operator/ Window Clerk, Bell Trans, Las Vegas, NV– May 2015- October 2017

• Answered an average of 130-200 calls per day for a roughly $800,000 monthly revenue organization in the transportation field.

● Received customers payments, authorizing credit card information

• Maintained an accurate directory of all personnel and their phone extensions.

• Stocked office supplies, educated customers about the vehicle promotions that we were having for the month

• Referred unsolved customer grievances to designated departments for further investigation

• Supervised and directed all vehicle keys and driver paperwork and mail Education:

• Concentra Urgent Care, Las Vegas, NV.

240-Hour Externship Medical Administrative Assisting

• Pima Medical Institute, Las Vegas, NV.

Graduated April 2015 Medical Admin. Assistant Certificate

• Del Sol High School, Las Vegas, NV.

Graduated June 2014 Standard Diploma

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