Customer Service Administrative Assistant

Shilonda M. Savage

**** ******* ******

Baltimore, Maryland 21206

Phone: 443-***-**** Email: izy2dk@r.postjobfree.com

Objective:

Seeking an opportunity in a growing organization to work as an enthusiastic and reliable professional, as an entry level recruiter. I possess strong written and oral communication skills as well as interpersonal skills necessary to work with high level public and private sector officials.

Summary:

• Experienced in a fast-paced environment.

• Experienced in all Microsoft Applications (i.e., Word, Excel, Access, Internet, Outlook, etc.)

• Advanced upon proven potential, enthusiasm and work ethic.

• Selected to coach new employees for call center.

• Monitor and inspire staff to perform at high levels.

• Recognize precedence and the significance of customer satisfaction.

• Provided problem analysis and ongoing user support

• Coordinated system development and implementation

• Trained users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms.

Education:

Associates of Arts in Business Management Major: Management, June 2010

Strayer University, Baltimore, MD

Bachelors of Arts in Human Resource Management Major: Human Resource, Present

Strayer University, Baltimore, MD

Experience:

Baltimore Gas & Electric

Customer Service Rep, 2010-Present

• Handle inbound calls from customers regarding inquiries/complaints for gas and electric emergencies, billing, and collections.

• Develops operational knowledge of the personal computer to enter and make adjustments to customer Information System (CIS)/Guidance orders.

• Acquires and demonstrates knowledge of company operations, special programs, the CIS/Guidance related satellite systems to assist in the resolution of inbound customer inquiries.

• Demonstrates ability to use effective communication skills combined with good-judgment to analyze and resolve routine customer contacts.

• Develops and demonstrates effective crisis management skills involving gas and electric emergencies.

• Complies with the requirements of essential personnel status

Toyota Financial Services 2005-2009

Reinstatement/CSR:

• Took inbound calls from customers to resolve their delinquencies

• Report repossessed vehicles to all major credit bureaus

• Cancelled warranties

• Charged off accounts

• Treasurer for (Associate Involvement Committee)

• Provided budget updates to management

. Skip Tracing

State of Maryland/Central Collection Unit 2000-2005

Administrative Assistant/Manager Assistant:

• Screened incoming correspondence and referred those of importance or interest to appropriate staff.

• Performed management and advanced level human services work under executive level direction. Work includes directing the activities of an office or agency providing human services in such areas as prescreening applicants, , employment and training. Work includes establishing and implementing programs and procedures;; supervising and training staff.

• Review correspondence prepared for signature

• Give advice and instructions to satellite offices of correspondence preparation and requirements

• Use automated software to produce a variety of documents; e.g., word processing, data for correspondence and standard reports; and graphics software to provide graphic symbols, charts and graphs.

• Transmitted and received documents and messages electronically.

• Make contact with delinquent customer in person and over phone to make arrangements.

• Prepared reports and financial data

• Trained users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms.

• Worked with outside vendors on various of projects

• Monitored staffing, billing and collection processes to ensure department operational/financial goals and objectives were met.

• Worked with outside vendor to implement new telephone system

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