Customer Service Representative

DIANN ROLLINS

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

PROEFSSIONAL SUMMARY

Committed results driven highly motivated Administrative Support professional leveraging past experience to excel in a customer service capacity. Skilled at performing all levels administrative, accounting and training functions. Friendly, positive, and engaging with proven strengths in delivering satisfactory customer experiences. Tech savvy with proficiency in Windows and Microsoft Office (Word, Excel, Outlook, PowerPoint). Able to quickly learn and utilize new software applications and database systems. Maintain high levels of accuracy and efficiency within fast-paced, time sensitive environments.

SKILLS & ABILITIES

Customer Service

Issue Resolution

Staff Management

Office Management

Time Management

Record Management (Electric & Hardcopy)

Database Management

Event Management

Microsoft Office Suite (MS word, Excel, Outlook & PowerPoint)

Filing/Data Entry

Meeting Support

Exceptional Organization

Supply Ordering/ Inventory control

Document/Form Design

Marketing and Promotions

Front Desk Reception

Executive Support

Team Player

Cash Reconciliation

PROFESSIONAL EXPERIENCE

Direct admin support to section Executive Staff.

Supervised a team of approximately 50 employees, administering support (i.e. cashier duties, customer inquiries, special request and emergency calls outs) to 3 post office locations serving over 300 customers daily.

Maintained student files, assembled new student information and application packages as well as performed other clerical duties.

Ensured that staffing needs were met to cover special sales promotions, and annual seasonal events (i.e. Tax time and Christmas).

Propose, design and implement applicable form letters for responsive customer communication and conduct surveys of service level.

Provide initial point of contact to incoming communications for American Psychological Association (APA).

Assist customers over the phone regarding store operations, product, promotions and orders. Addressed over ten websites inquires per day converting them into renewal customers.

Promptly respond to general inquiries from members, staff and clients via regular mail, email and fax using MS Office Suite.

Interact with customers and retail buyers to follow up on shipping status and expedited orders.

Responsible for providing customer support for incoming calls from customers and processing confidential tax form information

Assisted in managing company database by verifying, editing and modifying members’ information.

Identified and resolved system and account issues within specified timeframes.

Resolved any client complaints or inquiries and provided end to end issue resolution in a timely fashion.

Partner with customer service team to create new processes and systems for increasing customer service satisfaction and preventing store losses.

Monitored time and attendance for customer service representatives.

Assisted customers via phone regarding store operations, products, promotions and special orders.

Assisted students and parents with the completion of financial applications, such as grant, loans and scholarships.

Performed data entry and file maintenance to ensure complete and accurate documents.

Manage internal communications by maintaining up to date knowledge of store polices for payments, returns and exchanges.

Performed accounting duties, such as counting cash drawers, maintaining cash supply in drawers, managing cash stock and inventory balances accurately.

Worked with customer service representatives to coordinate cross training, improvement on customer interactions and best practices on company Point of Sale (POS) systems.

WORK HISTORY

Associate Specialist University of Maryland College, 11/2016 to 3/2017

Customer Service Representative Upper Marlboro, Maryland

Communications Specialist II American Psychological 4/2008 to 11/2012

Association, Washington, DC

Customer Service Representative Department of Treasury (IRS), 10/2006 to 6/2007

Baltimore, MD

Clerk/Customer Service Supervisor U.S. Postal Service, 5/1985 to 7/2006

Washington, DC

EDUCATION

Wilson Senior High, Florence, SC 29506

General Studies Diploma

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