Customer Service Client Support
Resume:
JOY-ANN BROWN
**********@*****.***
PROFESSIONAL PROFILE
Seasoned and multifaceted professional offering 20+ years of hands-on experience in various leadership roles within administrative settings. Possesses a rich mix of customer service and administrative skills needed to attain business goals. Able to manage work operations, design growth strategies, implement effective customer service plans, and drive continuous improvements across all administrative processes, including inventory management, client support, policy compliance, paperwork preparation, government service assistance, scheduling, and personnel management. Skilled at communicating ideas and presenting results to superior management, collaborating, and working in a cross-functional business team while building a cohesive relationship with internal and external partners.
CORE COMPETENCIES
Office Management • Employee Relations • Process Improvement
Customer Service • Admin Management • Performance Management
Leadership/Teamwork • Interviews/Screening • Training and Development
Policy/Regulatory Compliance • Business Management • Microsoft Office Suite
Time management • Client relationships
Data Entry/Data Processing • Interpersonal communication
WORK EXPERIENCE
Substitute Teacher October 2020 - May 2025
Gwinnett County College Suwanee, GA
Upheld classroom routines to support student environments and maintain consistent schedules.
Supervised lunchroom and recess activities.
Maintained day-to-day classroom management and discipline to promote learning initiatives.
Handled classrooms of up to 19 students, reporting problem students to the immediate teacher and keeping detailed behavioral records.
Took notes and prepared reports on school day activities to provide to the primary teacher.
Completed documentation of attendance, grades, and other required details.
Followed classroom plans left by the class teacher to continue student education and reinforce core concepts.
Led classroom activities for play-based and immersive learning.
Provided instruction for 16 students in all subject areas.
Utilized technology to enhance student education and grasp of materials.
Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
Customer Service Rep. May 2020 – October 2020
Williams-Sonoma Remote
Take incoming calls, providing information on products and services
Address customer-related issues promptly and courteously.
Provide product information and review alternative solutions for customer issues.
Negotiate and appease customers using a variety of methods and company guidelines.
Check Inventory, and process returns, replacements, and credits.
Communicate with the vendors, distribution, and scheduling departments.
Perform other duties as assigned.
Check inventory, process returns, and issue replacements and credits for damaged or defective merchandise.
Work with the Supervisor and team via Live Chat
Follow up with clients as needed to ensure issues are resolved.
WORK EXPERIENCE (CONT’D)
Administrative Assistant April 2014 – May 2020
Apex International Trade LLC, Grayson, GA
Direct and execute a range of operational support activities.
Coordinate with supplies to deliver and ship items.
Develop administrative/secretarial support.
Oversee bookkeeping processes.
Effectively utilize a personal computer to compose and edit correspondence, verbal direction, prepare, transcribe, write, type, edit, and distribute agendas and minutes of meetings.
Launch, maintain, and update files, databases, records, and other documents; develop and maintain data.
Tax Consultant/Office Manager Aug 2011 – April 2014
Burnett & Associates, Tucker, GA
Established a smooth relationship with clients to obtain and organize client data.
Rendered administrative support to business operations.
Entered client information from source documents into a computer database.
Diligently attended to client inquiries and requests from tax authorities.
Reviewed documentation and researched tax issues.
Interviewed clients to obtain additional information on taxable income, deductible expenses, and allowances.
Collected and processed payments.
Administrative Assistant Feb 2004 - May 2011
Island Provision Ltd, Antigua,
Managed administrative office operations for a food distribution company.
Directed and performed a range of staff and operational support activities for the unit; liaised with other departments and operating units.
Rendered redefined administrative/secretarial support for the department/division, such as answering telephones, assisting visitors, and resolving and referring to various administrative problems and inquiries.
Operated personal computer to compose and edit correspondence, verbal direction, and from knowledge of established department/division policies; prepare, transcribe, write, type, edit, and distribute agendas and
Minutes of meetings.
Organized and coordinated meetings, interviews, appointments, events, and other similar activities for supervisors, coordinating travel and lodging arrangements.
Established, maintained, and updated files, databases, records, and other documents; developed and maintained data.
Customer Service Supervisor Nov 2002 - Jan 2004
APUA PCS Mobile Antigua
Spearheaded a team of 9 Customer Service Representatives in delivering customer service.
Monitored interaction between staff and callers to ensure quality assurance standards.
Guaranteed strict adherence to company policies and procedural guidelines.
Ensured workflow efficiencies, customer service excellence, and quality assurance.
Conducted staff meetings and monitored attendance, performance, and annual reviews.
Reviewed and signed off on all billing-related adjustments and refunds.
Oversaw the gathering of complaints and other issues and implemented solutions.
Developed work schedules and weekly reviews of payroll data, checking for accuracy.
Conducted group training sessions on new products and services.
Coordinated the interviewing, hiring, and training of new hires.
EDUCATION
Rowan University
Glassboro, NJ
B.A: Psychology
References: Will be made available upon request
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