April Walker
*********@*****.*** • www.linkedin.com/in april-w-90266b62 l • 469-***-****
PROFESSIONAL PROFILE
Administrative Assistant with 20+ years of experience organizing presentations, maintaining the utmost confidentiality, call center professionalism, courtesy, hospitality, and integrity.
Troubleshooting, problem solving, and emails
Possess comprehensive knowledge of Microsoft Word, Excel, PowerPoint, Access, and Outlook
SKILLS
Microsoft Office • Outlook • Troubleshooting educational software and calculators • Document creator • 50 WPM • WordPerfect • Quickbooks
PROFESSIONAL EXPERIENCE
Goosehead Insurance-Westlake, TX. Oct 2021-Present
Service Agent
Providing a concierge/white-glove level service
Removing barriers, and ensuring end-to-end resolution on all matters, such as servicing, billing, and maintenance of home and auto insurance policies
Add complex additions and alterations of multimillion-dollar commercial accounts and risk portfolios. A resolving client complaints,
Managing retention of accounts,
Preventing cancellations among clients,
Generating cross-sell leads and upselling coverage to existing clients.
Sitel/Texas Instruments-Dallas, TX. June 2018-Oct 2021
Toll-Free Professional
Assist customers with troubleshooting of educational software and calculators over the phone or via email.
Assit with locating and providing valuable resources to schools, colleges, universities, and organizations to aid in best needs.
Place and direct buyers to retailers and educate regarding cost efficiency.
Provide a weekly report of trending or odd issues that are unresolved through provided troubleshooting.
Document all calls for review, research, quality assurance, and training purposes.
Subway, Inc. January 2018-June 2018
Store Manager
Develope store strategies to raise customers' pool, expand store traffic and optimize profitability. Meeting sales goals by training, motivating, mentoring and providing feedback to store staff. Ensuring high levels of customers satisfaction through excellent service.
Prepare and maintain records of employees, pay roll, track daily and weekly inventory, daily and weekly revenue and loses, place orders for weekly inventory.
Receiving-Accept weekly delivery truck, verify inventory order, and stock received order.
Maintained and assisted with multiple stores and locations
Brinks Home Security (formely Moni Security ; Monitronics, Inc.) Farmers Branch, TX. March 2015-November 2016
Call Center Specialist/Cell Registration
Takes incoming customer service calls from subscribers and dealers.
Interprets coded alarm signals received from customers’ monitoring system which include unlawful intrusions, fire, panic, supervisory activity or two-way voice.
Assists customers in cancelling the dispatch of authorities to their site address when there is a false alarm.
Researches false alarms on customer accounts appropriately and to handle disputes.
Assists customers who call with questions regarding billing and payment related inquiries.
Troubleshoots alarm system problems (including performance testing and low batteries) over the phone with customers and refers as necessary to the appropriate departments.
Answers questions on how to perform basic alarm functions, such as turn off chimes.
Processes customers with requests for yard signs and insurance certificates.
Takes escalated customer service calls to resolve customer problems and escalated issues.
Promotes self-service options of Monitronics.com and assists with web site troubleshooting.
Follows-up with alarm service technicians regarding job tickets. Able to open, close and reassign jobs as need.
Proactively works to assist others in achieving the organization’s objectives.
EDUCATION
ATI Career Training Institute-Richardson, TX.
Certificate in Business Administration and Technology/G.E.D.-May 2008
GPA: 3.3/4.0
CERTIFICATIONS
Notary Public for the State of Texas
Notary ID #131044458-3
Renewed: 05/03/2021-05/03/2025
Texas Alcohlic Beverage Commission
Seller Training Certification
Certificate #8375798
12/29/2020-12/29/2021
American SafetyCouncil
Food Handler Program
TX DSHS Lic. # 64—20721798
12/29/2020=12/29/2022
American SafetyCouncil
Mixology
Certificate Number 001758
01/13/2021
Salary Requirements: $17.50 USD Hourly