Customer Service Administrative Assistant

Brittany N. Cole

*** ***** ***** ***** ********, GA 30530 706-***-**** *.********@*****.***

Objective:

I would like to utilize my attitude, professional approach with your company for career advancement. I would like to apply my qualities such as openness, respect, empathy and listening to achieve new heights within your company.

Experience:

Alorica Customer Care Representative June 2021-Present

● Provide customer service for multiple clients via Cisco, Avaya, CDT soft desktop phone systems

● Manage customer accounts via CIM BUI, SAP, CC&B, Oracle

● Process credit/debit/bank payments via SpeedPay, FirstPay

● Review sales offers with customers

● Reduce unnecessary call backs or escalation calls by 10% as SME assisting at least 20 team members on active calls.

● Communication via Microsoft Teams as well as weekly team meetings

● Reduce scam by reporting scam calls via Scam+ to prevent fraudulent charges

● ADP time management

● Web search training materials as needed

● Troubleshoot system issues

● Process Experian soft credit check and identity verification via Equifax

● Accurint processing for identification verification

● Keep up to date on all FACTA laws and procedures Ameri-Gas Customer Relations Representative November 2018-April 2020 Seasonal Customer Relations Representative November 2017-March 2018

● Increase customer satisfaction by 30% through customer service skills

● Reduced work place injury by enforce safety equipment and videos for visitors on the yard

● Routing

● Maintain drivers hardcopy of manifest of route the day before

● Insure bulk drivers have everything they need for day of also the day after

● Collections, Billing/rebilling, Creation of installment plans to resolve disconnection process

● Price negotiations and contracting B2B, residential and agriculture accounts for accurate budgeting

● Utilize advanced Excel processes to reduce day to day budge by 25% for building remodel for outdated location

● Negotiation skills used for scheduling outdated remodel of onsite building

● Maintain customer accounts with equipment and uses so our auto-fill process works smoothly to reduce customer complaints and excessive company guarantee charges by 36%

● Answer customer complaints from our corporate office and customers themselves to improve customer satisfaction to 84% from 64%

● Maintain and correcting issues within our SAP system so work is completed as smoothly as possible from iMobile to SAP for drivers to reduce reporting delays by 20%

● Correct and maintain daily reports to drive district numbers in an upward trajectory

● Enter and maintain inventory at multiple locations to insure product is on site for drivers daily

● Utilize Excel to reduce unnecessary supply delivery fees by 52% added due to in consistencies in the automated ordering systems by

● Maintain driver and distributor files

● Account's payable B2B to prevent increase in charges for driver needs

● Maintain vendor files

● Sales cold/hot leads

● Scheduling

● Communication with multiple departments to ensure great customer service

● Dispatch drivers or emergency personnel for emergency situations

● Technical and ground support for drivers in the field to reduce technician and driver overtime by 5-10%

● Time keeping, payroll management via ceridian

ADMINISTRATIVE ASSISTANT J & R TRENCHING AUGUST 2009- MARCH 2016

● Answered multi-line phone system

● Greet incoming guests

● General clerical duties including photocopying, fax and mailing

● Maintained Filing

● Prepare and modify documents including correspondence and reports

● Schedule and coordinate meetings, appointments and travel arrangements for managers or supervisors

● Maintain office and supply inventories

● Coordinate maintenance of office equipment

● Coordinate and maintain records for staff, telephones, parking and petty cash Page 2

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