Serena Clark

Charlotte, NC

Phone: 704-***-****

Email: adzr8d@r.postjobfree.com

Profile

I've worked in various industries mostly in an Office / Clerical environment such as: Admin. Assist, 15 yrs. Customer Service environments appx: 12 yrs, including but not limited to working in various Call Centers environments approximately 8+ yrs. Always providing efficient and excellent service to support my customer(s). Mostly in a fast-paced environment. I possess strong multi-tasking skills, with the ability to simultaneously manage several projects and schedules.

● Responsible for troubleshooting and resolving customer issues with a first-call resolution policy

● Excellent public-facing point person for clients, customers, vendors and equipment and service providers. Tech savvy and efficiency focused.

● Navigated extensive information databases in order to provide accurate, up to date information to customer inquiries.

● Assisted customers with various account, billing and device issues.

Education:

BACHELOR OF SCIENCE IN

BUSINESS ADMINISTRATION

Kaplan University, Fort Lauderdale Florida

● Jan 2009 - Dec 2011

● Dean’s List: 2009 & 2011

Diploma

International Academy of Emergency Medical Dispatch

● Aug. 2019 – Aug. 31, 2021

CPR:

● ADULT CPR/ AED

● Certified: By: American Red Cross

Key Skills & Character

Strong interpersonal & communication skills. Ability to work collaboratively as part of a team

● MS Office Suite

● WPM: 60

● Problem Solving

● Leadership

● Meticulous attention to detail

● Excellent Organizational skills

● Poised under pressure.

Professional Experience

Customer Service Advisor / Teleperformance USA

(GM) - Charlotte, NC 07/2021 - Present

As an advisor, I am responsible for helping people every day with every call. Handle a variety of inbound and outbound calls.

● Providing account management & assisting in helping my colleagues on their accts.

● Responsible for handling customer questions, complaints, and invoice inquiries with the highest degree of courtesy and professionalism. Working knowledge of company' practices and operations by demonstrating a continued and consistent proficiency of the skill sets utilized within the call center guidelines

● Work on one or multiple queues. Utilizes mechanized systems to initiate and complete service orders and handle customer requests per priorities, via phone, email, or web-based request. Resolve customer issues with one call resolutions, including reporting problem areas, as well as to follow up with customers with part delays and other issues by managing their acct. concerns

● Communicated with GM Dealerships, CEM, operation managers, as well as supplier management team via

phone/email to ensure completion of work / priority agreement.

Benefit Specialist Life Insurance Agent 03/2021 - Present As a Benefit Specialist / Agent I help assist families in various states in getting life insurance / final expenses for their protection of families against the financial burdens of death. Specialize in whole life coverage with our unique family services for end-of-life events. I currently serve families / individuals in the following states: SC, NC, MD, GA & VA...

Team Leader & Canvassing Campaigner / Fieldworks, LLC

(Seasonal) - Charlotte, NC 08/2020- 11/2020

As a grassroots canvasser, I was responsible for persuading undecided voters to get out to vote, via registration / updated contact information as well as given instructions as to their polling date/time and site. Canvassed all around the metropolitan area of Charlotte, NC Picked up & dropped off workers to their current registering sites. Scan & logged reports.

1

Volunteer Work

● LCM:

● Serving Women & Family Shelters in Charlotte, NC Awards

● 13 Essentials of a Qualified Leader-via JCTCCS.

Projects:

While working as an Administrative

Assistant, I assisted the Engineer

Manager and his team at RHA with

his various project's needs, such as:

• Safety, Energy,

• File,

• Tel-Conn and

• Fire Extinguisher Survey.

Call Center Customer Service Advisor / Concentrix

(OnStar) - Charlotte, NC 08/2018- 08/2020

Dispatch Operator / Emergency Advisor: / Member' Loyalty Team As an advisor supporting the OnStar account, I am responsible for helping people every day with every call. Handle a variety of inbound calls.

● (MST)assisting customers with navigation support, roadside assistance, emergency calls, education & selling of products and concierge services,

● (EMD), Handled emergency calls & dispatched 1st responders to site, including providing emergency dispatch medical triage, etc.

● (MLT) including but not limited to working to retain members accounts.

Dispatcher / Prospect Airport Services

Charlotte, NC 06/2017-04/2018

Dispatch Operator Communicating personnel responsibilities & for receiving and transiting pure and reliable messages, tracking personnel equipment, and recording other important information. Follower of flight operations, while communicating with gate agents; assist in assigning wheelchair assistance to a particular gate (as needed).

● In/Outbound calling, tracking reports, attendances, as well as to ensure all equipment is fully operational and at 100% prior to dispatching it out to employees

● Unaccompanied Minors:(Dispatcher / Runner)

● Dispatch calls out to colleges to pick up minors. Responsible for always keeping minors 17 and under in my presence, until they have reached their designated flight and passed to the flight attendant.

● Assist minors from gate to gate. When flights were delayed, I assisted unaccompanied minors to the office / purchasing of food.

● Customs: As a sealed ambassador Responsible for assisting passengers by directing him /her in the appropriate customs lines, via Global, Visa, OR American.

● Also assisted inbound passengers with filling out their digital customs forms on computer prior to entering the correct customs lines,

● Worked alongside American Airline Agents and under the directions of the Customs agents.

● Check-Point Ambassador: Assist passengers by directing him/her to their checkpoint, which is close to their gate.

● Help TSA to keep order w/traveling passengers who need assistance as to gate and flight info.

● Worked alongside TSA agents, and Mecklenburg police department w/K9 to ensure safety of all passengers. 2

Caregiver & Personal Asst.

Personal Care Mint Hill, NC 07/2014 -07/2016

● Passionate for delivering excellent care to the patient, by building long term relationships to improve patients’ quality of life.

● Managed patient's schedule, doctor and occupational therapy as well as physical therapy appointments Updated patient conditions / concern to doctors /nurses regarding her experience.

● Assist with shopping, cooking, and cleaning.

● In addition, managing client’ accounts payable by creating an excel spreadsheet to pay client’ bills

● Assist with patients' long-term care via nursing homes through hospice until death.

Call Center Collector 1 & Account Receivable

The Vortex Group Charlotte, NC 01/2015 - 08/2015

● Process over 40 invoices a day, while providing excellent customer service to acct. holders via in/outbound calls

● Prioritize invoices by identifying all invoices that are short paid or unpaid as of the due date; and providing

payment options, resolutions, by collecting outstanding payments of acct. holder(s)

● To ensure that the payment was correct, used Excel, v-lookup & reference functions, statistical functions, information functions, then updated customers’

accounts, status, address/ contact information, deleted old accounts and cleaned up files

● Results: SLA 85%

Call Center Customer Service Representative

CEO, Inc. (AT &T) Charlotte, NC 12/2012 –12/2013

● Responsible for handling customer questions, complaints, and invoice inquiries with the highest degree of courtesy and professionalism. Working knowledge of company' practices and operations by demonstrating a continued and consistent proficiency of the skill sets utilized within the call center guidelines

● Work on one or multiple queues. Utilizes mechanized systems to initiate and complete service orders and handle customer requests per priorities, via phone, email, or web-based request. Resolve customers issues. . .

● Communicated with vendors, AT&T techs, operation managers, as well as supplier management team via

phone/email …

● Using spreadsheet / report preparation, excel, v-look up,

(lookup & reference functions), statistical functions, information gains in data tracking/accuracy

● Results: SLA 80%

REFERENCES:

● Available Upon Request.

3

Contact this candidate