Customer Service Representative

Raylene Bitsilly

Lewisville TX ***** 214-***-**** ***************@*****.***

Professional Summary

Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.

Skills

Exceptional telephone etiquette

Vast technical knowledge

Windows XP/Vista Microsoft Office expert

MS Office proficiency

Strong organizational skills

Time management

Administrative Support

Customer Service

Work History

Customer Service Representative, 10/2015 - 04/2021

S&P Data, Sprint, CableOne, Spectra Broadband – Rio Rancho, NM

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Developed effective relationships with all call center departments through clear communication

Formulated and enforced Service Center policies, procedures and quality assurance measures.

Responded to customer requests for products, services, and company information.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Assisted customers in navigating company website and placing online orders, improving overall user experience.

Administrative Assistant, 09/2017 - 08/2018

Nahata Dziil – Sanders, AZ

Provide and/or coordinates administrative /technical office duties; compose public information documents and /or correspondence for supervisor's review/signature; prepares selected reports; reviews and checks documents, records and forms for accuracy, completeness and conformance with applicable rules and regulations; establishes and maintains complex manual and /or automated filling systems, orients, monitors and oversees the work of support staff; evaluates office operations and recommends new and enhances polices and/or procedures; assists with administrative problems solving; project planning and development and execution of stated goals and objectives

Coordinates and monitors defined projects and/or activities; recommends actions and modifications as appropriate

Serves as technical support to professional staff by researching and compiling information, preparing documents, conducting inquires and responding to inquires pertaining to selected work activities or projects; receives and evaluates complaints, identifies and recommend an appropriate course of action; provides information to others requiring in-depth knowledge of projects and or work activities; schedules and coordinate meetings, hearing, events, interviews, appointments and/or other similar activities, including coordinating travel and lodging arrangement; prepares, transcripts, composes and distributes agendas, meeting materials and /or minutes of meetings; provide and/or oversees support activities such as answering telephones, assisting and resolving problems and inquires of visitor, review and control of incoming and outgoing correspondence, and follow up on operational commitments

Prepares work orders, supply requisitions and related documents within established limits and procedures; monitors, orders and maintain office supplies, inventory and equipment; may receive money, prepare receipts of payment and log in money received on financial documents; may coordinate the work of others and train new employees.

Technical Support Analyst, 10/2012 - 10/2014

Western New Mexico University – Gallup, NM

Provided base level IT support to company personnel

Built and maintained successful relationships with service providers, dealers and consumers

Processed an average of 25 inbound and outbound technical support calls

Trained new employees and explained protocols clearly and efficiently

Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Informed customers about issue resolution progress

Referred difficult issues to upper management while maintaining positive rapport with customer

Assisted customers with technical issues via email, live chat and telephone

Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.

Office Manager, 05/2010 - 05/2012

Howard Electric, INC – Gallup, NM

Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.

Created databases and spreadsheets to improve inventory management and reporting accuracy using advanced Excel functions.

Designed electronic file systems and maintained electronic and paper files

Wrote reports and correspondence from dictation and handwritten notes

Created PowerPoint presentations used for business development

Managed daily office and reception area operations and maintenance of equipment

Administrative Secretary, 11/2006 - 05/2010

Western New Mexico University – Gallup, NM

Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information

Provided clerical support to company employees by copying, faxing, and filing documents.

Maintained an up-to-date department organizational chart

Created PowerPoint presentations used for business development

Created and updated records and files to maintain document compliance.

Sorted, opened, and routed mail and deliveries to meet business requirements.

Received and screened a high volume of internal and external communications, including email and mail.

Education

Associates of Arts: Information Technology/Information Technology, 01/2014

University of Phoenix - AZ

Diploma: 01/2001

St. Johns High School - AZ

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