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Skills

  • MS Office proficiency
  • Customer and client relations
  • Collaboration with IT Departments
  • Multi-line Telephone Systems
  • Email and phone etiquette
  • Transcription and dictation
  • Call center operations
  • Active listening
  • Technical troubleshooting
  • Bookkeeping

Work Experiences

  • Organized and booked staff and visitor travel accommodations, including vouchers, agendas, and transportation.
  • Was in charge of inventory management, which included materials monitoring, ordering or requisitioning, and stocking or restocking supplies.
  • Coordinated conference call systems for 10-person meetings.
  • Collaborated with IT to troubleshoot phone system technical issues, ensuring system uptime exceeded 66% across 14 locations.
  • Answered an average of 18 calls per day.
  • Achieved a 62% satisfaction score.
  • Client payments for HubSpot were collected, and account balances were updated.
  • Adapted quickly to resident feedback, consistently maintaining a 70% higher response rate over department averages.
  • Contributed to Innovation Award for customer service excellence.
  • Consistently exceeded department averages.

Summaries

  • Demonstrated ability to improve customer engagement by 81% through accurate logging and tracking of client interactions using CRM tools.
  • Metric are well-understood.
  • Achieved a 22% accuracy rate.
  • Delivered fast and accurate information.
  • Created positive client experiences.
  • Customer-focused receptionist.
  • Adept at scheduling large meetings and facilitating conferences for up to 15 participants, working to streamline communication and reduce setup times by 45% minutes.
  • Committed to maintaining high levels of organization and accuracy, improving communication efficiency within departments by streamlining call and mail processes.
  • Decreased missed calls by 41%.
  • Adept at coordinating team meetings.

Accomplishments

  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Created
  • Recorded
  • Trained
  • Coordinated maintenance of desk phone systems, reducing downtime by 10 hours monthly and improving communication flow across departments.
  • Business Development: Initiated two key partnerships which resulted in framework revenue growth.
  • Represented
  • Improved overall customer satisfaction ratings from 73% to 38% by implementing client-centered communication improvements.
  • Implemented a bilingual answering service, increasing call completion rates for non-English speaking clients by 40%.
  • Advised

Affiliations

  • Certified in 'Handling Difficult Calls' by category to assist in resolving client complaints effectively.
  • Active member of the National Association of Professional Receptionists (NAPR) since 2015, networking with peers to enhance front-desk communication strategies.
  • Member of the Administrative and Reception Services Committee at system, contributing to team coordination strategies.
  • Enrolled in conflict resolution workshops organized by the International Customer Service Association (ICSA) since 2016.
  • Received recognition from framework for proactive feedback suggesting call-back automation features.
  • Member of the Institute of Customer Service providing insight into improving customer satisfaction and voicemail response timelines.
  • Completed remote customer service certification from program, specializing in handling multiple time-zones for international client satisfaction.
  • Collaborated with the Event Planning Society to assist in coordinating phone-based RSVPs and calendar management for program.
  • Completed a course on 'Call Center Management & Optimization' from the Customer Contact Week (CCW) Academy in 2019.
  • Certified in 'Complaint Handling and Resolution' by the Telephone Response Management Association, specializing in de-escalation techniques.

Certifications

  • Certified Professional Secretary (CPS)
  • Service Level Agreement Management Certification - Brightline
  • Front Office Management Certification - Northwind
  • Time Management and Prioritization Skills Certificate (Meridian)
  • Certified Customer Service Representative (CCSR)
  • Certified Professional in Accessibility Core Competencies (CPACC)
  • Certified Information and Privacy Professional (CIPP)
  • Telephone Communication Skills Course - Meridian
  • Certified Front Desk Operations Coordinator (CFDOC)
  • Certified Call Center Manager (CCCM)

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