An efficient and component administrative professional adept at integrating past experiences into new opportunities. Excels at effective communication with customer contacts and is very comfortable acting as a liaison between internal department hubs. Skilled at providing customer and inhouse reports related to service trends and financials.
Core Skills
• Time management
• Communication
• Team leader needing little supervision
• Critical thinking geared toward problem resolution
• Data analysis, report generation and parsing
Responsible for analysis of open service tickets. Generates monthly invoices for warehouse storage of customer assets. Interacts with customers when account issues arise.
Key Responsibilities
• Daily detection of errors with open service cases, including escalation of issues and reporting delinquencies to upper management.
• Communication with customer agents regarding account issues, which may include collaboration with other departments to achieve problem resolution.
• Gathering and generating data needed for monthly invoicing of customer assets.
Manager of small team of customer service representatives. Liaison between integration department and customer for a major account. Generated inventory, telephone, and analysis trending reports.
Key Responsibilities
• Daily management of team workload, to include delegation of duties, training of new employees, handing disciplinary issues, and providing productivity updates to upper management.
• Lead contact for any service escalations.
• Produced weekly inventory reports of customer assets and assisted in purchasing decisions.
• Produced monthly analysis of inbound telephone call trends, service ticket trends, and error occurrences.
• Wrote and maintained ISO 9000 procedure documentation.
• Managed special projects related to customer demand.
High volume customer service representative in call center. Responsible for providing data and communications for several customer accounts. Trained new employees, managed schedule, and maintain training manual.
Key Responsibilities
• Received inbound calls from service technicians and performed data entry of information reported.
• Trained new employees and maintained training manual.
• Processed third-party invoices for cabling projects.
• Travelled to various customer sites for quarterly meeting to provide account updates.
• Worked on team responsible for orientation of new service technicians.