Customer Service Support

Mawasi M. Belle

Los Angeles, California ***** 323-***-**** ********@*****.***

Summary

10+ years experience providing outstanding customer support, payroll management, employee relations and event management with an advanced understanding of customer needs with diligent attention to details resulting in superior customer service and high level of client satisfaction. Creative resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic. Proficient in responding to customer complaints, finding solutions, customer request management and providing product analysis for customers. A clear and logical communicator able to build a rapport with both clients and colleagues while maintaining individual accountability to achieve organizational objectives.

Skills

•Proficient w/ Microsoft's Windows, Google & Macintosh operating systems

•MS Suite (Word, Excel, PowerPoint, Access)

•Multiline phone systems

•Shiftboard

•Desktop Publishing

•Social Media (FB, IG, LinkedIn, Twitter, Reddit, Zendesk )

•Multitasking and Organization

•Excellent Communication

•Upselling and Cross-Selling

•10+ years Customer Service

•Outbound/Inbound Calls

•Expense Management

Experience

FAIN FITNESS LLC. 01/2022 - Current

Customer Service Department - Los Angeles, California

•Delivered high level of customer service and support by answering questions and returning phone calls

quickly..

•Identified needs of customers promptly and efficiently.

•Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

•Managed high-volume of inbound and outbound customer calls.

•Investigated and solved routine and complex customer issues to earn repeat business.

•Maintained strong call control and quickly worked through scripts to address problems.

•Returned customer calls in established turnaround time to meet company objectives.

•Assisted customers with making payments or establishing payment plans to bring accounts current.

•Upheld quality control policies and procedures to increase customer satisfaction.

•Answered incoming calls and emails, providing frontline customer support or assistance with product and

service transactions.

•Made outbound calls to obtain account information.

•Set up and activated customer accounts.

•Exceeded company productivity standards on consistent basis.

PAYROLL SPECIALIST 10/2020 - 12/2021

Independent Contract - Los Angeles, CA

•Onboarded new employees in time reporting and payroll systems.

•Processed employee rehires, transfers, terminations and withholdings.

•Maintained and updated database for invoicing and accounting reconciliation.

•Worked closely with human resources (HR) to safeguard confidential employee data.

•Oversaw payroll processing to comply with tax laws and court-ordered wage assignments and

garnishments.

•Supported payrolls, driving timely and accurate payment of employee wages.

•Maintained employee records for payroll (W4,I9,DD,1099)

•Managed payroll and time and attendance systems.

•Conducted & processed annual performance appraisals

OPERATIONS MANAGER 01/2010 - 01/2018

Madrid Theatre - Los Angeles, CA

•Recruited, hired and trained crew members on application of projects, customer relations and customer

service.

•Addressed customer concerns with suitable solutions.

•Implemented policies and standard operating procedures and managed quality, customer service and

logistics..

•Delivered positive customer experiences by implementing effective quality assurance practices.

•Guided employees on understanding and meeting changing customer needs and expectations.

•Motivated and evaluated personnel for performance improvement and goal achievement.

•Reviewed daily financial reports and reconciled accounts to keep information current and accurate.

VOLUNTEER COORDINATOR 8/2016 - 11/2016 (annual)

American Film Festival, American Film Institute, AFI - Hollywood, CA

•Matched volunteers with open positions based on individual strengths and knowledge.

•Oversaw volunteer logistics and handled schedules, inventory and transportation management.

•Selected, trained and mentored over 500 volunteers.

•Assigned volunteers to keep shifts properly staffed.

•Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to

provide outstanding customer care.

VENUE MANAGER 10/2014 - 10/2015 (annual)

Hamptons International Film Festival, HIFF- Long Island, NY

•Supervised grounds people, event staff and maintenance personnel to promote best practices and build

productive teams.

•Oversaw events hosted for average of 150 people and assisted with crowd control.

•Trained, managed and motivated employees to promote professional skill development.

•Recruited and hired individuals demonstrating passion, dedication and added value to team.

•Directed all day-to-day operations of theater facility to provide safe and enjoyable guest experience.

•Conducted staff evaluations and determined promotions and realignments or reductions in workforce.

HOUSE MANAGER 01/2008 - 01/2011

John Anson Ford Amphitheater, LA County Parks/Recreations, Hollywood, CA

•Delegated work to staff, setting priorities and goals.

•Completed thorough opening, closing and shift change functions to maintain operational standards each

day.

•Coached staff on strategies to enhance performance and improve customer relations.

•Established and created training programs to enhance employee knowledge of best practices, resulting in

improved customer satisfaction.

•Led staff meetings for team of 25 to communicate directives.

Education and Training

University of California - Los Angeles Theatre Arts

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