Dedicated and focused Administrative Professional who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.
Promoted from Administration Specialist responsible for one department to the Executive Administration Specialists for several different departments after four months of employment.
Inbound telephone customer service responsible for responding to inquiries, addressing concerns, aggressively selling products & services, and creating positive solutions for accounts. Averaged 130% of daily call volume goal. Consistently exceeded quality assurance goal (95%) at 98%. Awarded quarterly customer service award for 100% positive surveys (1st quarter of 2013).
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Developed new client retention strategies resulting in an increase of over 60%. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Assisted with the development of the call center's operations, quality and training processes.Implemented changes to customer service program, resulting in 75% higher customer satisfaction ratings.
Offered specific training programs to help new & current employees obtain, maintain, and improve job skills. Taught weekly internal classes to more than 25 new & current employees. Provided individual & small group instruction through lectures, discussions and demonstrations in programming specific software, data entry, product information, and optimum customer service.
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