Service Representative Customer

Audrey Hawkins

***** **.****'s Avenue Mechanicsville, MD 20659

301-***-**** ************@*****.***

Summary

Customer Service Representative with 30+ years experience planning and directing executive-level administrative affairs and support. Combined organizational and communication skills with the ability to independently plan and manage diverse business relationships. Skilled at managing multiple projects with competing deadlines. Resourceful in perceiving and resolving problems. Establishes plans, goals, and processes to assure that strategies are competitive, effective and protective of long-term success.

Employment

Southern Pride Service, White Plains, Maryland 8/ 2022 to Present

Customer Service Representative/Dispatcher

Promote customer satisfaction by converting incoming customer calls into booked service appointments for heating and air conditioning services.

• Follow call script in order to sound professional and authentic when speaking to customers

• Maintain and update our customer database with complete and accurate information.

• Collect payment for parts and dispatch fees for services.

• Assist members with questions regarding their membership

• Communicate with customers daily

ProFlex Physical Therapy, Waldorf, MD 1/ 2018 to 11/ 2020

Marketing Assistant

Support executive and marketing team with implementing processes, documentation, tracking of status, and other office tasks.

• Generate new patient email report daily exporting from A2C program to a Microsoft Excel spreadsheet. Report is imported to Infusionsoft which triggers to generate the patient paperwork to new patients.

• Receive physical therapists, Billing Department, Human Resources, Marketing, and Chief Financial Officer stats weekly from nine clinic locations. Review stats and enter information in stat tracker for email distribution to staff managers. Ensure all stats are completed accurately and on time.

• Keep track of all marketing stats which include number of discharge surveys, website requests received and number of website hits for marketing stats. Receive marketing stats data from the marketing coordinators and report to the Director of Marketing.

• Receive all Quality Assurance surveys from all clinics. Combine all surveys on Microsoft Excel spreadsheet for distribution to the clinic managers, Director of Marketing, and Chief Executive Officers. Any dissatisfied customer comments are brought to the attention of senior managment.

• Prepare monthly report for any appointments scheduled through Zoc Doc. Prepare report for Marketing Director for use at Chief Executive Officer meetings.

• Update and order marketing supplies such as business cards, marketing materials for marketing coordinators. Following up to ensure order is received and distributed appropriately.on

• Research content for posting daily on social media and company website posting articles or materials on Facebook and Instagram. Post blog content on company website as well as staff pictures and new employee posts.

• Set up new phone extensions for new staff which include sending invites to new staff to set up their company voice mail. Delete phone extensions for employees who are no longer employed with the company.

• Troublesheet any phone and internet issues in the Administrative Office. Ordering any new phone equipment needed such as new headset for emplyees.

• Customize marketing promotional material for distribution to local doctors. Order marketing supplies needed for marketing coordinators to use at events. Print and gather supplies needed.

• Assist in researching pricing for computers and other information as requested.

• Collect leads from marketing coordinator events enter in Excel spreadsheet. Assemble candy bags and marketing folders for distribution by the Director of Marketing and marketing coordinators.

Middle Department Inspection Agency, Charlotte Hall, MD 2007 to 2009

Office Manager/Customer Service Representative

Received and processed the day-to-day residential and commercial inspection requests. Included building, electrical and plumbing inspections for St. Mary's County, Town of LaPlata and commercial electrical inspections for Prince George's County.

• Assisted customers and contractors with all aspects related to residential and commercial building, electrical and plumbing inspections from start to finish.

• Process all inspections requests through entering data in a specialized computer software program. Based on these inspections, generated multiple reports for inspectors and management use.

• Answered a high-volume of phone calls using a multi-line system. Assisted walk-in customers and contractors with various paperwork need to process future inspections.

• Sort all incoming mail and process inspection forms. File all paperwork to be used for future inspection requests.

• Trained new employees on processing inspection requests.

U.S. Department of Education, Washington, DC 1985 to 1999

Customer Service Representative/Management Assistant

Assisted U.S. Department of Education staff and colleges/university with using the Grant Payment System. Prior to implementation of this system, responsible for over 800 college and university accounts to enable payment of college students.

• Developed and implemented office user manuals to be used by internal and external calls to the Grant Payment System Hotline.

• Assembled and organized facts and data to be used in departmental monthly office meetings.

• Input data into contract and grant database regarding upcoming program awards.

• Drafted correspondence to be signed by upper management to be distributed to internal U.S. Department of Education staff and external customers.

• Travelled to various located to service as point of contact for the Grant Payment System training.

Federal Emergency Management Agency, Washington, DC 1983 to 1985

Clerk-Typist

Performed general office duties as assigned.

Education

A.A., Business, Minor: 1984

College of Southern Maryland, LaPlata, MD, GPA:, Major GPA: -

H.S. Diploma, Business, Minor: 1981

Chopticon High School, Morganza, Maryland, GPA:, Major GPA: -

Office Skills

• [ Skill Category or Skill Area ]: Microsoft Office Suite

Adding Machine/Calculator

Fax Machine

Postage Meter

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