Data Entry Call Center
Resume:
GAPHNE A. STANISLAUS
ADMINISTRATIVE SUPPORT
CONTACT
**************@*****.***
PROFILE
Dynamic, highly productive business professional with ten years of business administration expertise, coupled with extensive experience in call center management/administration expertise gained in positions in fast-paced environments. Accustomed to managing quality assurance personnel and up to 64 call center representatives, while managing over 1,000 weekly company sales calls for company clients. Strong analytical and problem-solving skills with the ability to coordinate with multiple departments/personnel. Highly developed organizational skills; accustomed to maintaining high productivity levels with heavy workloads. An exemplary verbal and written communicator who demonstrates professionalism and strengthens the company image when working with outside contacts.
SKILLS
FRONT DESK MANAGEMENT
PAYROLL
DATA ENTRY
CALL MONITORING
CUSTOMER SERVICE
POLICIES AND PROCEDURES
EXPERIENCE
L-3 Communications - Greenville, TX
Front Desk Manager 2007 - 2008
Performed data entry using SAP and Lotus Notes for a prime contractor in C ISR, government services, AM&M and homeland defense products and services. Communicated with outside contractors, engineers, and security personnel to control facility entrance. Managed a multi-phone system and dispatched work orders. Solid customer support and problem-solving techniques.
Caretaker/Giver 2009-2022
Took care of my parents during this time so I was not in the work field, but my job consisted of
MOBILITY ASSISTANCE
MEDICATION ADMINISTRATION
GROOMING AND BATHING AS NEEDED
West Corporation - Hampton, VA
Performance Assessment Specialist 2000 - 2006
Ensured compliance with client standards for a specialist in the creation of voice-related solutions, processing billions of minutes in voice-related transactions every year, with employees located throughout North America, Europe, and Asia. Monitored calls to ensure adherence to protocols and standards. Cross-trained with other call centers to ensure identical application of methodologies. Trained team members, conducted performance evaluations, and tracked attendance. Attended meetings and communicated with clients. Updated agents on new screen information and new trends. Provided training on multiple company telecommunication programs.
Brunswick County School Board - Lawrenceville, VA
Payroll/Data Entry Clerk 1995 - 1996
Responsible for calculating deductions, such as income tax withholding, Social Security payments, insurance, and union dues. Prepared and distributed pay envelopes to employees and set up automatic electronic transfers between the company and an employee's bank. Keep records of benefit deductions, sick leave, and vacation pay, 401(k) contributions, and other nontaxable wages.
Production Team Leader 1997 - 2000
Led a team of 10 supervisors in assigning daily tasks and scheduling interviews. Teamed with other production team leaders to interview all call center representatives. Conducted performance appraisals and evaluated all inbound sales calls to ensure proper product presentation.
Department of Planning and Natural Resources - St. Thomas, USVI
Administrative Assistant 1992 - 1993
Provided office support and assistance for the administrative functions of the Department of Planning and Natural Resources, St. Thomas, USVI. Performed receptionist duties by greeting visitors/clients in person and on the telephone. Performed various data entry functions. Generated standard reports using multiple databases.
Received and processed incoming and outgoing mail as well as mail requiring special handling.
Maintained, updated, and tracked paper and electronic files; copied vital documents and delivered them to office staff.
EDUCATION
Bachelor of Science - Business Administration (minor in Office Administrative Services)
St. Paul’s College - Lawrenceville, VA 1995
Member - Who’s Who Among American Colleges and Universities
Member - Alpha Kappa Alpha Sorority, Incorporated
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