Entry Representative Customer Service
Resume:
Debra Robinson
St Louis, MO ***** 314-***-**** *************@*****.***
Professional Summary
I’m a highly experienced Professional with excellent listening, oral, written, communication, problem -solving and time – management skills able to handle incoming and out-going calls. Reliable, hardworking, organized and dependable team player with a reputation for resolving problems in a timely manner, flexible with the ability to multi-task, when necessary, able to improve customer satisfaction. Customer focused with diverse industry experience including non – profit, enjoy learning new programs and processes able to work in fast paced environments.
Skills
Excellent Communication
Problem Solving
Time Management
Excellent Oral, Verbal, Written
Multi- Channel Communication
Critical Thinking
Customer Relations
Empathy
Patience
Active Listening
Adaptability
Leadership
Work History
Director of Operations, 01/2020 - 06/2022
The Wesley House Association – St Louis, MO
Provided exceptional customer service to customers, increasing customer loyalty 100%.
Interviewed employees, ran background, sex offenders and family care safety registry checks.
Updated and kept all employee personnel files while adhering to HIPPA laws.
Processed Payroll through ADP, distributed pay checks, ran payroll reports.
Prepared deposit slips for all bank deposits.
Created monthly reports for all donations, volunteers and financials.
Input and paid all invoices, printed checks for bills, entered deposits in Quick Books.
Oversaw day-to-day production activities in accordance with business objectives.
Defined, implemented and revised operational policies and guidelines.
Monitored office workflow and administrative processes to keep operations running smoothly.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Monitored over 10 employees' day-to-day activities and made plans to rectify issues resulting in client satisfaction.
Launched Intergenerational Program.
Managed operational budgets to promote profitability.
Operational Manager, 06/2019 - 01/2020
The Wesley House Association – St Louis, MO
Handled problematic customers and clients to assist lower-level employees and maintain excellent
customer service.
Set up mobile food distribution, assisted volunteers with packing bags and boxes of food.
Identified and resolved unauthorized, unsafe or ineffective practices.
Partnered with vendors and suppliers to effectively manage and budget.
Trained new employees on proper protocols and customer service standards.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits, checked and processed employee time sheets.
Provided exceptional customer service to customers, increasing customer loyalty 100%.
Managed all volunteers and input monthly demographic data.
Assisted answering multi line phones during peak time and distributed messages.
Administrative Assistant, 11/2018 - 06/2019
The Wesley House Association – St Louis, MO
Responded to all email and mail request for additional resources.
Answered multi-line phone system, routed calls, delivered messages to staff and greeting visitors.
Executed record filing system to improve document organization and management.
Scheduled office meetings and client appointments for staff teams.
Sorted and distributed office mail and recorded incoming invoices.
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Generated reports and typed donor letters in Word.
Coached new employees on administrative procedures, company policies and performance standards.
Restocked supplies and placed purchase orders to maintain adequate stock levels.
Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Arranged rapid office equipment repair and maintenance with vendors.
Maintained staff directory and company policy handbook for human resources department.
Home Health Aide, 01/2017 - 11/2018
Self Employed – St Louis, MO
Supported patients by providing housekeeping and laundry services, shopping for food and other household requirements, with compassion and empathy.
Assisted clients by providing personal services, such as bathing, dressing, grooming, living independently through skill building and mentoring.
Prepared healthy meals and snacks.
Provided mobility assistance such as walking and regular exercising and transportation to appointments.
Completed entries in logbooks, journals and care plans to accurately document and report patient progress.
Education
High School Diploma
Vashon High School - St Louis, MO
Honor Roll
Elected Captain of Debate Team
Attended Computer Adult Education Classes
Certifications
Workshop in Business Opportunities Certificate
Serv SAFE Certification
Certificate of Training SAGE
Certificate - Beyond Covid: The Pandemic's Impact on Older Adults and Care givers
HIPPA Training Certificate
SMP -Senior Medicare Patrol
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