Administrative Assistant/Office Manager/Call Center Representative

Quiana Adams

Pasadena, Ca *****, 626-***-**** or 626-***-****, *******@*****.***

Summary

Energetic individual with a passionate heart, who is self driven with an extensive customer service background of ten years. I'm an individual who is a self starter and hands on problem solver. Who’s strengths include follow through, communication skills, creative services, great attention to detail and the ability to handle myself in a professional manner. Also able to attain a heavy work load while maintaining a positive attitude at all times. Proficient in Microsoft Word, Power Point, Excel, data entry and 40 plus wpm.

Experience

Otis Spunkmeyer, Inc. 10-2008 TO 5-2010

Call center representative, Commerce, Ca 90040

Maintain customer data profile (updating personal info on a daily basis)

Copying and filing in house work and customer information

Inbound/outbound calls

Resolve and respond to customer issues in a timely matter

Support various dept managers in different territories

Average 180-200 calls on a daily basis

Inside sales/ up sells

Provide prompt, courteous and excellent customer service to existing vendors and non existing vendors.

Answer inquiries and obtain information for the general public

Train , supervise and delegate new hires

Input fax and email orders into the system

Open new accounts/ Performed welcome calls for the new vendors

Responsible for customer follow through,with call backs about order and delivery updates

Direct Shopping Network 4-2007 TO 6-2008

Call center representative, Glendale, Ca 91205

Inbound/Outbound call

Average 100-150 calls on a daily basis

Responsible for being accurate with all information provided by customers

Provide courteous and excellent service on a daily basis

Use multiple in house computer programs

Maintain upbeat positive attitude at all times

Handle personal information on a daily basis( i.e. credit card #)

Up sells

Assist in live show auction bids on a daily basis

Handle credit returns and product return issues

Trg/Alert Communications 8-2006 TO 3-2007

Call center representative, S. Pasadena, Ca 91030

Inbound/Outbound calls

Average a minimum of 125 calls a day

Maintain a positive influencing attitude

Received orders

Responsible for resolution and follow through with all customer issues and inquiries

Inside sales/ up sells

Multi task multiple computer programs and screens

Issue credits and returns

Handle sensitive information (credit card/home addresses)

Used dispatch system for housing authority accts

Handled more than 8 different company accts (i.e blue cross, lego, napa style)

Pasadena City Aquatics 6-1999 TO 8-2006

Sr. Guard IV, Pasadena, Ca 91104

Supervise five plus lifeguards

Teach swim lessons from ages 3-to adult

Established swim team

Cpr, First Aid, and water safety certified

Monitor up to 100 plus patrons at once

Enforce all safety and water rules at all time

Education

AA degree, Pasadena City College, Pasadena Ca 91104 (in progress)

Accomplishments

Through strategic quality improvement and up sells I was able to increase sales in my territory with existing vendors. Arranged for existing vendors to open additional accts for additional locations, which increased business in my territory by 3%. Familiarized existing and potential vendors on new product, where it increased profit/sales for certain vendors. Decreased the amount of closed accts in my territory by creative marketing tools. Recognized for maintaining an average of 95% on monitoring scores by extensive monitor training. Introduced new swim team program at my facility where we averaged 25 new sign ups within the first two weeks. The program had such positive feed back it was implemented as a permanent service for the summer aquatics program for that facility.

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