Customer Service Administrative Assistant

F Amanda Ogbebor

*********@*******.*** 832-***-**** Prairie View, TX

SUMMARY

Experienced Customer Service Representative with a background in client education, and resolution of complex customer inquiries. Skilled in navigating information systems, clarifying questions, and providing detailed guidance on policies and procedures, seeking to leverage expertise in a customer-focused role to enhance service delivery and customer satisfaction.

WORK EXPERIENCE

Smartsource, Inc. May 2015 – Present

Contractor

• Conducted comprehensive PC refreshes, managed software updates, and facilitated printer installations, ensuring operational efficiency and up-to-date systems.

• Replaced outdated tablets and PCs with upgraded models, streamlining hardware functionality across the organization.

• Provided user support and training for Windows and OneDrive access, enhancing staff adaptability and technological proficiency.

Transcom Jul 2021 – Oct. 2024

Customer Service Representative

• Resolve technical issues and conduct research to ensure effective conflict resolution and ticket escalation, maintaining case ownership from initiation to resolution.

• Provide comprehensive support for phone setup and device pairing, offering guidance to end-users to enhance their experience and satisfaction.

• Manage customer reservations, elucidate product benefits, and address billing inquiries, while adeptly handling de-escalation and coordinating repair setups.

Randstad Aug 2020 - Oct 2020

K-12

• Assisted parents with the collection of necessary compliance documentation and provided detailed explanations of various K12 school programs to potential customers.

• Managed the admissions process by conducting thorough admissions conferences, ensuring the accuracy of applicant data, and clarifying school-specific enrollment policies.

• Maintained up-to-date records of communications and contact information in the CRM system while achieving departmental benchmarks for phone productivity, applicant engagement, enrollment goals, and customer satisfaction.

Wal-Mart Jul 2017 - Mar 2019

Associate

• Executed merchandise stocking and display resets according to planograms, maintaining organizational standards within the work area.

• Cultivated positive team dynamics and communication, ensuring efficient collaboration with coworkers and management.

• Administered back-room inventory management, optimizing shelf organization and product presentation.

Prairie View A&M University Dec. 2009 – Sept. 2016

Administrative Assistant

Assisted the Data Analyst Coordinator with the collection of data required to properly integrate students into developmental studies.

Updated the Texas Success Initiative (TSI) data in the Banner system;

Extracted data for reports required by the Texas Higher Education Coordinating Board (THECB) and Texas A&M University System from Banner.

Explained TSI requirements and course placement to students, parents, faculty, and staff.

Worked closely with advisors during registration periods to ensure that students who have not met state-mandated requirements are placed in appropriate developmental classes.

Reviewing records,Input data into the Banner system, monitor holds, processed exemptions and for all incoming new and transfer students.

Administered and proctored LSAT, SAT, ACT tests.

Filed, answered the phone, scheduled appointments, prepared mass mailings for incoming and transfer students and assisted the distance education faculty and staff.

Served as chair on hiring committee.

Interviewed and supervised student workers.

Created and maintained developmental filing system

Updated test database.

Evaluated transcripts for transferable credits.

IT Liaison

Project Management and Research

Managed Records for all Developmental Education students.

EDUCATION

Prairie View A&M University

B.B.A., Management Information Systems Dec 2008

SKILLS

• Soft Skills

• Customer Service

•Troubleshooting, Networking,

•Data Entry

•Conflict Resolution

•Microsoft office suite

•Filing

•Data management

•Time management

•Case management

•Escalation

•Scheduling

•Salesforce

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