Customer Service & Administrative Quality Analyst
Resume:
LaQueen C. Erving
***********@*****.***
Summary:
Highly motivated professional with a track record of exceeding expectations, delivering exceptional quality assurance, boosting efficiency and contributing to revenue growth using and providing quality communication and analytical skills with a research background to influence intelligent business decisions and propel positive results Objective:
To obtain an active and long- term administrative role in customer service and general office support that focuses on relationship building, customer retention and service quality not to exclude correspondence, document, logistics and office management.
Skills:
● Interpersonal/human relations skills
● Organizational and analytical skills
● Telephone and email etiquette skills
● Ability to maintain records and files through scan or manually; operate personal computer (advanced level) with updated software; maintain confidentiality; exert physical effort maintaining and distributing files
● Excellent assessment and analytical skills
● Twenty years of customer service in call center
● Estimated two years of cross- sales in call center environment
● Ten years of home healthcare, care- giving and rehabilitation treatment
● Demonstrates quality verbal and written skills
● Express remarkable work ethics
● 10 key by touch and site
● Type 40 wpm
● Application data processing and data entry (10 years, sight and touch)
● Intermediate to Expert level in Microsoft Office and Google Suite- Word, Excel, PowerPoint, Outlook, AS400, CRM, Salesforce, Freshdesk, Teams and etc.
● Operating, troubleshooting and maintaining office equipment Professional Experience:
Mother and Daughter Studio Salon, Bookkeeper and Associate, 8/2001- 12/2007
● In a cosmetology setting, handle customer inquiries; order supplies; general bookkeeping; manage register; set and confirm appointments; perform administrative assignments- pay incoming invoices, deductions and statements such as licenses and equipment/tools.
Baylor Family Health Center at Mesquite, HIM Associate II, 4/2008- 6/2014
● Under immediate supervision, maintains patient files and statistics; responds to requests for medical records; performs clerical duties.
● Maintains patient files and retrieves files for scheduled appointments; files study patient charts; files all patient data upon receipt of information; initiates records for new patients and creates computer index; prepares file labels; maintains filing statistics; audits filing sequence.
● Responds to requests for medical records; processes letters and reports; answers and directs telephone calls.
● Retrieves patient schedules from computer system; distributes lab reports to physicians, and materials to other departments; requests information from various departments; responds to correspondence requests.
● Photocopy records and documents for billing and/or legal services; sends and receives information via facsimile machine.
● Keeps supervisor informed of any inquiries; monitor supplies needed; performs other duties as assigned.
● EMR/ OSHA certified
Volt/ [24]7, Social Media Specialist/ Team Leader/ Supervisor, 10/2015- 2/2020
● Answer customer inquiries and address concerns through Facebook and Twitter
● Certified using Salesforce, Touch Commerce and other internal systems
● Provided links, tools and other resources as self- service options
● Performed administrative duties as/ for third party client
● Produced metric reports and reported daily
● Trained and mentored upcoming classes/agents
Civitas- The Oaks of Flower Mound, Receptionist/ Administration Assistant, 3/2020- 4/2022
● Serves visitors by greeting, welcoming, and directing them appropriately
● Notifies company personnel of visitor arrival
● Maintains security and telecommunications system
● Informs visitors by answering or referring inquiries
● Directs visitors by maintaining employee and department directories
● Maintains security by following system procedures, monitoring logbook, and issuing visitor badge
● Order office stationary and supplies
● Maintain internal databases
● Keep and maintain employee records
● Organize filing system for data on patients and external partners
● Distribute incoming and outgoing mail
● Prepare regular reports
● Handles queries from management and employees
● Payroll and update/edit internal systems
● Account receivables and account payables
City Electric Supply Customer Service Representative, 4/2022- 8/2023
● Account management for online services
● Managed bill payment and account updates
● Liaison for IT and accounting departments
● Resolved calls, tickets and chats
● Administrative duties
● Training new hires
Reprotech LLC Administrative Specialist, 11/2023- 2/2026
● Account management
● Account receivable and some billing; collections
● Edit and update accounts
● Answer client inquiries through phone and email
● Organize DocuSign data
● Facilitate pickups and deliveries with clinical partners
● Process disposals (authorized to discard)
● Calendar management
● Creating and maintaining physical and digital files
● Train new employees
Education and Training:
Hillcrest High School 5/2000
● diploma
Brookhaven College 6/2000- 11/2003
● Associate's in Business Administration
CTK Healthcare 4/2006
● nursing assistant certification
References:
Available upon request
Contact this candidate