Customer Service Support Technician

Charlena Kesi Randall

**** ********** ** *********, ** 21133 Contact Phone: 240-***-**** **************@*****.*** EDUCATION AND TRAINING

• University of Maryland University College 2013 Computer network security with a Minor in Business Management

• University of Maryland College Park 1998-2002 Microbiology

• Prince George’s Community College 1997 AA General Studies EXPERIENCE

Project Manager with Payroll experience, MD, December 2017 – Present Virtual Executive Assistant/Office Coordinator

• Direct daily operations like data entry, project management, meetings, and travel support

• Proactively led several department projects and events, managing daily correspondence, and monthly timelines

• Delegate several tasks to ensure the proper deadlines are met while promoting great customer service.

• Communicate effectively with team members, company executives, and business partners to solve problems or increase the impact of a current project.

Matworks Company, LLC, Beltsville, MD 2021-2021

Account Manager

• Acted and serviced as the main point of contact for assigned accounts

• Produced forecasting models to support senior directors in decision-making.

• Responsible for documenting and understanding the business requirements/needs of external customers and working with internal teams to ensure deliverables meet client expectations

• Supervised and tracked the order entry process for incoming purchase orders as well as responsible for the full life cycle of a sales order being accurate and on time.

• Tracked and investigated action items presented via contractors, clients, and internal departments, and resolved/troubleshooted any bottlenecks to achieve on-time processing and shipment goals.

• Attended design reviews, requirements sessions, core team meetings, and technical team meetings to update and speak about new changes to existing processes and new processes to come. Capital Gastroenterology Consultants, Silver Spring, MD, April 2013 – February 5, 2016 Scheduler/Office Coordinator

• Assist clients with scheduling office visits and procedures by phone, working the check-in/check-out desk as the initial and last point of contact helping each patient to understand the procedure prep and process.

• Received payment transactions and processed billing payments

• Data entry

• Continually trained in various positions such as Prescription assistant and doctor assistant to provide help when and wherever needed

• Coordinate and facilitate client medical records and necessary correspondence between hospitals, pharmacies, doctor offices, and labs while providing excellent customer service QCM Consultants, Fulton, MD, June 2012 – April 2013 Administrative Coordinator

• Design and led email marketing campaigns to increase interest in available business consulting services by leveraging constant contact and other email marketing programs

• Conduct customer follow-up surveys for government projects; report results to the owner

• Develop an electronic filing system to improve record keeping process

• Cultivate strong relationships with business partners and clients

• Streamline and define preparation procedures for monthly board meetings and coaching appointments Charlena Kesi Randall

3607 Fieldstone Rd Baltimore, MD 21133 Contact Phone: 240-***-**** **************@*****.*** OTHER SKILLS

• Customer service with Call center Client management experience of 10 years plus

• Technical Support with troubleshooting experience 5 years plus

• Pastoral Care Secretary, Rock City Church, April 2009 – June 2012

• Business Office Manager, Centers for Rehabilitation, Pain Mgmt. and Wellness, October 2008 – June 2009

• Front Desk Coordinator, Capital Gastroenterology Consultants, May 2006 – October 2008

• Dispatch Administrator, Walter Reed Army Medical Center March 2005 - January 2006

• Force Protection Officer, Walter Reed Army Medical Center June 2004 - March 2005

• Supervisor, Uncle Sonny’s World of BBQ 2005-2008

• Customer Service Representative, Sales & Retention Comcast Communications May 2000 - February 2005

• Supervisor, CVS Pharmacy 1995-2000

• Office Management Specialist, UPS 1998

• Research Assistant, National Veteran’s Training Institute, U.S. Department of Labor 1995-1997

Contact this candidate