Alexandra Durette

Eastern Passage, NSB*G *A* 782-***-**** adxt9c@r.postjobfree.com

Professional Summary

Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.

Skills

Bilingual

Excel Spreadsheets

Administrative Support

Data Entry Documentation

Detailed Meeting Minutes

Time Management

HR Databases

File and Database Management

HR Systems

Phone Call Answering

Human Resources Department Startup

Payroll Coordination

Work History

Administrative Assistant/HR Assistant, 03/2023 - Current

The Lord Nelson Hotel & Suite – Halifax, NS

Restocked supplies and placed purchase orders to maintain adequate stock levels.

Managed filing system, entered data and completed other clerical tasks.

Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Assisted coworkers and staff members with special tasks on daily basis.

Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Completed forms, reports, logs and records to quickly handle all documentation for human resources.

Transcribed and organized information to assist in preparing speeches and presentations.

Executed record filing system to improve document organization and management.

Scheduled office meetings and client appointments for staff teams.

Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.

Updated HR database with new employee information, changes in benefits, and other details.

Handled on-boarding process for newly hired employees, which included distribution of all paperwork.

Prepared new hire letters, employee contracts, and corporate policies.

Answered employee inquiries regarding health benefits and 401k options.

Managed benefits enrollment by answering questions and aiding employees with login details.

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Created and maintained databases to track and record customer data.

Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.

Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.

Assisted development and implementation of new administrative procedures.

Sorted and distributed office mail and recorded incoming shipments for corporate records.

Developed strategies to streamline and improve office procedures.

Established administrative work procedures to track staff's daily tasks.

Volunteered to help with special projects of varying degrees of complexity.

Facilitated timely delivery of special projects to meet organizational and departmental objectives.

Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.

Performed research to collect and record industry data.

Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.

Bilingual Administrative/Customer Service Representative Agent, 01/2020 - 06/2021

STI

De-escalated problematic customer concerns, maintaining a calm and friendly demeanor

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions

Reviewed customer account information to determine current issues and potential solutions

Made outbound calls to obtain account information

Responded to customer requests for products, services, and company information.

Answered customer telephone calls promptly to avoid on-hold wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

Handled customer inquiries and suggestions courteously and professionally.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Updated account information to maintain customer records.

Answered constant flow of customer calls with minimal wait times.

Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Participated in team meetings and training sessions to stay informed about product updates and changes.

Processed customer service orders promptly to increase customer satisfaction.

Provided primary customer support to internal and external customers.

Tracked customer service cases and updated service software with customer information.

Utilized customer service software to manage interactions and track customer satisfaction.

Developed customer service policies and procedures to meet and exceed industry service standards.

Educated customers about billing, payment processing and support policies and procedures.

Investigated and resolved customer inquiries and complaints quickly.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Followed up with customers about resolved issues to maintain high standards of customer service.

Trained staff on operating procedures and company services.

Bilingual Customer Service Agent, 11/2018 - 06/2019

Blue Ocean Contact Centers

Documented conversations with customers to track requests, problems and solutions Reviewed customer account information to determine current issues and potential solutions

Handled translation calls with open and clear communication skills to quickly get to root of each issue

Handled client inquiries with exceptional professionalism and enthusiasm Consulted with customers on modern styles and trends

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Assisted customers with Spanish-language inquiries in a timely and professional manner.

Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.

Responded to customer calls and emails to answer questions about products and services.

Provided language translation services for customer service inquiries.

Maintained and managed customer files and databases.

Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers.

Communicated with management when customer issues escalated and worked to find resolutions.

Met customer service objectives by providing superior customer service to French-speaking customers.

Met all call quality standards and daily quotas for first-call resolution.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Certificate of Office Administration: 06/2022

Nova Scotia Community College - Dartmouth, NS

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