Customer Service Administrative Assistant

Danielle Kohr

PO Box ***** Tempe, AZ 602-***-**** *.********@*****.***

High-energy Office Manager and Customer Service Specialist with a 10+ year record of promoting client satisfaction, a positive company image, and smooth operations. Possess exceptional written and verbal communication skills underpinned by strong problem-solving and analytical abilities. Experience handling a high volume of calls and inquiries in fast-paced, dynamic work environments. Professional Experience

Jackson Hewitt Tax Service Tempe, AZ

Office Manager November 2016 - Present

● Delivered exceptional customer service by greeting clients warmly and offering direction within the offices, supporting the company in handling 100's client accounts and tax returns each year

● Prevented scheduling conflicts by effectively coordinating and managing calendars and appointments for Jackson Hewitt’s team of 7+ tax preparers and support staff

● Minimized errors in daily accounting while handling bookkeeping tasks such as invoicing, monitoring accounts receivable, and budget tracking, achieving a 100% accuracy rate

● Guided clients through complex tax matters by leveraging strong communication and interpersonal skills, representing the service in a positive light across 200+ client engagements weekly Career Gap November 2015 - October 2016

Dazzling Maid Phoenix, AZ

Owner / Operator February 2011 - October 2015

● Delivered world-class customer service while cleaning 20+ homes weekly by utilizing organizational and time management skills to ensure service fulfillment, earning 5/5-star ratings for customers

● Drove business expansion by handling a high volume of inbound customer service calls and responding to email inquiries, achieving 10% growth each year in business More Mileage Now Phoenix, AZ

Customer Service Agent / Administrative Assistant August 2008 - December 2010

● Handled customer service complaints in a high-volume call center environment with tact and professionalism, supporting the company in achieving a 30% reduction in customer attrition

● Trained 12+ new Customer Service Reps by delivering targeted guidance in diffusing escalated calls and adhering to company standards, resulting in a 50% improvement in customer satisfaction

● Boosted customer support quality by expediting unresolved customer grievances to the appropriate party in a prompt and professional manner, achieving a 65% retention rate on escalated calls Additional Experience

A&P Towing Dispatcher

Core Competencies

Calendar Management, Correspondence Drafting, Accounting & Bookkeeping, Task Prioritization, MS Office Suite, Customer Service, Grievance Resolution, Records Maintenance, Administrative Support Education & Certifications

Tax Preparer License, Internal Revenue Service

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