Adkijistrative & Customer Service Specialist

Anita Lewis

Birmingham, AL • 205-***-****

**********@*****.***

Passionate administrative and customer service specialist for a bustling office; a self-starter needing minimal supervision who goes above and beyond basic tasks and can take on multiple projects at once. Excellent work ethic and strength in boosting company morale. Utilized Microsoft programs, and various other programs i.e. housing, travel, and legal databases.

Top Skills

●Customer Service - Ability to deliver best-in-class customer experience and build relationships through listening, attentiveness, patience, client engagement, and communication skills.

●Problem Solving - Identify problems, think quickly on my feet, evaluate the options, find possible solutions, and select the best solution for the client/customer.

●De-escalation – Ability to diffuse situations where customers/clients are upset and need a situation diffused quickly and efficiently, with patience and compassion.

●Administrative – Create documents, letters, and spreadsheets. Entered data into various types of databases

●Professionalism - Reacts well under pressure; accepts responsibility for own actions; follows through on commitments to my customers and my team

●Grit and Compassion - Do what it takes to get the job done with the best needs of the customer in mind

Work Experience

Snelling (HABD), Birmingham, AL

Relocation Specialist 2024-2024

Discussed requirements with residents, selected prospective properties, coordinated set-up procedures, developed relocation strategies, monitored maintenance, offered advice on relocation issues, and helped residents as needed

●Ensured compliance regarding contracts and managed relationships with moving companies, property managers, and other vendors involved in the relocation process

●Coordinated various aspects of the moving process, including packing, transportation, and unpacking of household goods for clients relocating

●Provided case management by entering data, documenting and updating changes via MS Excel and Yardi

Bessemer Housing Authority, Bessemer, AL

Resident Services Coordinator Receptionist 2008-2024

Acted as the link between residents and outside service providers and agencies. Served as the first point of interaction for anyone visiting or contacting the company. Assisted management while maintaining the reception area. Utilization of strong administrative, case management (Excel), and multi-tasking skills were key in fulfilling the various aspects of this fast-paced role.

●Managed a wide variety of customer service and administrative tasks to resolve issues quickly

●Responded promptly to inquiries (walk-ins, emails, chats, faxes) and phone calls from internal and external customers

●Daily handled the heavy flow of paperwork, receipts, and invoices and cooperated with departments on any escalated issues

●Made referrals as needed and permitted residents to enhance their physical, financial, social, and mental well-being

International Expeditions, Helena, AL

Assistant Destination Manager 2007-2008

As Assistant Destination Manager provided focused and tenacious oversight of assigned products to assure excellent customer experience on the tour. Utilized knowledge about the tours being managed to implement changes for improvement and stay abreast of new developments at the destinations while working with vendors worldwide. This multidisciplinary position requires business management and hospitality experience while managing multiple projects.

●Promoted brand and maximized public image by leveraging the knowledge of the brand to deliver superb travel advice to customers on new and exotic locales, tourist activities, and travel/cruise package features

●Demonstrated selling behaviors consistent with the organization’s selling model and happily engaged various universities and educational organizations such as “The Smithsonian Institute” (i.e. $3000,000 sale)

Manpower Staffing, Birmingham, AL / Fort Worth TX

Staffing Specialist / Trainer 2004-2006

Responsible for facilitating full cycle recruiting including sourcing, interviewing, administering drug tests, onboarding new employees, conducting criminal background checks, and holding orientations.

●Interviewed and tested applicants using staffing testing programs

●Coached and counseled temporary employees on how to complete client assignments and provided MS (Word, Excel, PowerPoint) training to encourage and promote skill upgrade and placement eligibility

●Acted as a liaison between clients and temporary employees to troubleshoot and resolve problems

TGS Harvard, Irving, TX

Administrative Assistant 2003-2004

Responsible for the clerical and administrative duties; assisted with day-to-day tasks and long-term projects. Scheduled appointments, maintained records, and reconciled invoices (A/R) for twin tower facilities 25 stories each. Produced letters and documents in MS Word and Excel for building tenants.

●Maintained tenant database with information, ensuring complete updates twice a year

●Handled tenant calls for work orders; future tenant calls for leasing and building tours

Countrywide Home Loans, Plano, AL

Loss Mitigation Specialist 2002-2003

Received inbound calls and made outbound calls to customers to recommend various loss mitigation options.

●Handled a portfolio of mortgage products that were 90+ days delinquent or had requested loss mitigation, as governed by the investor. Utilized non-tradition workouts such as Short Sales, and Deeds-in-lieu

American Airlines

(Various Management & Customer Service roles) 1987-2001

Responsible for ensuring a high-performing operation by engaging, coaching, and developing front-line team members. Supported team efforts by creating a safe, reliable operation while delivering an elevated customer experience.

●Led airport team to perform their work in a secure, efficient manner and in compliance with Federal, state, and local regulations including DOT, FAA, and other government agencies

●Award monthly assignments in (MS Excel & Paradox) for a large international base of 1800 flight attendants

●As a scheduling expert at the System Operations Center the nerve center of the airline, I helped to staff aircraft with highly qualified pilots and flight service crews

Education

Birmingham Southern College (studied Business Administration) – Birmingham, AL

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