Call Center Administrative

Shakira Robinson 501-***-****

*** ********** **. *** *******, AR

71901

OBJECTIVE To obtain a position in an administrative capacity that allows for career growth and advancement.

EDUCATION Associates of Arts; Associates of Liberal Studies National Park Community College

MAY 2013

● Major: Sociology

● Graduated with 3.1 cumulative GPA

SKILLS & ABILITIESAdministrative

● Able to type 55 wpm with complete

accuracy.

● Knowledgeable in all Microsoft Office systems

including: Word, Excel, Access, Outlook, and Power Point.

● Adeptly handle administrative matters including screening calls, managing calendars, planning meetings, making travel arrangements, composing documents and organizing offices for efficiency. Communication

● Interact professionally with all levels of staff and maintain the highest level of confidentiality; known for tact and diplomacy in handling sensitive issues.

● Possess excellent written, verbal, and

interpersonal communication skills.

Leadership

● Team leader with proven leadership, supervision, and training abilities.

● Member of Sigma Gamma Rho Sorority,

Inc.

● Member of Beta Alpha Honor Society.

EXPERIENCE

Express Trucking Administrative

Assistant

2007 TO

2011

● Responsible for all Invoicing and

Billing

● Scheduled pickup and delivery times; serve as liaison between client and driver.

● Streamlined office procedures while cutting costs. Concentrix

WAH

support

2017 TO 2018

● Mentor Lead

● Answered softphone calls from

home

● Maintain stellar metrics

● Performed quality control

REFERENCES

PAULA RUCKS M.A.

870-***-**** Case

Manager Prescott

Housing Authority

CARMELITHA STEWART

501-***-**** Waiver

Administrator First Staff;

Hot Springs, AR

• Participates in all RFP

processes for WFM

discussions with clients

• • Works Performs business support or technical work, using data organizing and coordination skills.

• Performs tasks based on established procedures.

• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

• Ability to perform in an analytical and operational process.

• Entry-level position with limited requirements for licenses, training, and certifications.

• Applies experience and skills to complete assigned work.

• Works within established procedures and practices.

• Works with a close degree of supervision.

•

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

• Identifies customer needs by referring to case notes and examining each as a specific case.

• Performs routine call center activities concerning business products and services.

• Uses standard scripts and established guidelines and under supervision, to meet SLAs.

• Provides customers with information that is specialized.

• Communicates in a warm and empathetic manner.

• Gathers all necessary information to update the database.

• Escalates issues to senior levels, based on complaints or concerns.

• Explains company policies to customers.

• Performs other duties as assigned.

• Complies with all policies and standards.

Contact this candidate