Customer Service Administrative Support

WHITLEY HEARD

Snellville, GA 678-***-**** ************@*****.***

Professional Summary

Resourceful and detail oriented professional with a strong background in administrative support, customer service, financial operations, and logistics. Proven track record of delivering high quality service in fast paced environments, resolving conflicts efficiently, and building lasting relationships. Experienced in people management, policy training, and scheduling. Skilled at managing complex systems, streamlining office processes, and supporting leadership teams.

Skills & Tools

Administrative Operations, Records/Data Management, Documentation & Incident Reports

Scheduling & Calendar Management; Meeting Logistics; Travel & Expense Processing (Concur)

Team Collaboration & Leadership Support; Policy Training; People Management

Customer Service & Client Relations; Conflict Resolution & Negotiation

Front Desk & Guest Services; Service Order Intake; Expectations Management

Retail & Sales Support: POS transactions, returns/exchanges, merchandising, loss prevention routines

Operations & Dispatch Coordination; Access Control & Compliance (where applicable)

Reporting & Documentation: audit sheets, shift handovers, daily/weekly reports

CRM & Office Software: Salesforce/proprietary CRMs; Microsoft Office (Word, Excel, Outlook)

Communication & Ticketing: Outlook/Teams, phone etiquette, ticketing/dispatch systems

AI Skills: Microsoft Copilot (prompt writing, policy summarization, checklists, SOP/email drafting, shift summaries)

Typing Speed: 65+ WPM

Professional Experience

AAC Automotive — Service Manager Conyers, GA Apr 2023 – Present

Welcome customers, gather detailed information on vehicle concerns, and translate needs into accurate service orders and estimates.

Coordinate with technicians, communicate timelines, and manage customer expectations throughout the repair cycle.

Maintain real time status updates on repair progress and ensure documentation accuracy for future reference.

Handle invoicing, payment processing, and warranty documentation while upholding policy and compliance standards.

Sista to Sista Trucking — Executive Administrative Assistant Atlanta, GA Feb 2022 – Present

Coordinate travel and expense reporting using Concur; reconcile receipts and approvals.

Maintain executive calendars, schedule meetings, and manage logistics with internal and external stakeholders.

Support onboarding tasks and procurement requests; maintain emergency contact rosters and scheduling systems.

Format official communications, including letters, memos, and reports; serve as point of contact for inquiries.

1st Franklin Financial Corporation — Assistant Manager Conyers, GA Oct 2019 – Jan 2022

Oversaw branch operations spanning sales, collections, and compliance while delivering service excellence.

Increased profitability through community outreach, marketing initiatives, and customer experience improvements.

Supervised and trained team members; supported payroll and schedule management to meet staffing needs.

Conducted loan evaluations and processed merchandise shipments; reported KPIs to regional leadership.

Cross Country Mortgage — Mortgage Processor Atlanta, GA Aug 2018 – Oct 2019

Compiled and verified loan documentation for completeness and accuracy in accordance with regulations.

Managed borrower communications, coordinated with underwriters and closing agents to finalize loans.

Maintained precise records within loan origination systems; met strict deadlines and quality standards.

Education

University of Phoenix

Bachelor of Science in Business (Expected 2026)

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