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Skills

  • Adaptability to new technologies
  • Correspondence distribution
  • Customer service
  • Effective communication skills
  • Team management
  • Transcription and dictation
  • Conflict resolution
  • Clerical support
  • Relationship development
  • Supervision

Work Experiences

  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Achieved effective query resolution.
  • Collaborated with team members.
  • Client payments for QuickBooks were collected, and account balances were updated.
  • Managed a multi-line telephone system that handled over 16 calls per day on my own.
  • Contributed to a 23% increase in customer retention by ensuring timely follow-up and effective query resolution.
  • Quickly routed incoming mail and messages to the appropriate people.
  • Acted as the first point of contact for VIP clients, ensuring their inquiries were processed immediately and routed to appropriate team members.
  • Kept track of visitors and screened them to ensure that they had access to inter-office personnel.
  • Assisted in processing incoming invoices, reducing department backlog by 44% through detail-oriented clerical work.

Summaries

  • Accomplished receptionist with a passion for optimizing call routing procedures, leading to faster resolutions and reducing transfer times by 31%.
  • Task prioritization, organization, and workflow optimization are all skills she possesses.
  • While greeting and interacting with customers, answering calls, cross-functional collaboration and performance reporting, maintain a positive and upbeat attitude.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Data entry, database management, and scheduling are all skills that have been honed.
  • Detail-oriented Telephone Receptionist with experience in planning, managing and coordinating corporate events.
  • Known for taking initiative, making process improvements, and following procedures in accordance with company and client goals.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished receptionist proficient in utilizing initiative to log and track customer inquiries, reducing errors and boosting office productivity.
  • Having a strong grasp of strategic planning, data analysis, and Salesforce.

Accomplishments

  • Coordinated 7 team members during peak call periods, ensuring all customer inquiries were addressed in a timely and efficient manner.
  • Designed an efficient message taking system, reducing missed or delayed customer follow-ups by 27%.
  • Reduced average call-handling time by 65%, resulting in quicker issue resolution and improved customer experience.
  • Handled over 10 inbound and outbound calls per day, maintaining a customer satisfaction rate of 66%.
  • Successfully processed and resolved 10 service requests per week, reducing backlog by 18%.
  • Resolved escalated issues for VIP clients, achieving a 31% customer satisfaction improvement.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Accurately maintained daily logs and reports, improving team coordination and minimizing errors by 68%.
  • Wrote new call scripts for routine inquiries which improved adherence to service standards and decreased miscommunication by 42%.
  • Initiated and led transition to cloud-based scheduling software, reducing double bookings and administrative errors by 37%.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • Association of Information Technology Professionals
  • International Telecommunication Union (ITU)
  • Toastmasters
  • National Business Education Association (NBEA)
  • Certified Professional Customer Service Manager (CPCSM)
  • International Customer Service Summit Attendee 2015
  • Team Collaboration and Facilitation Certification from Northwind
  • Interdepartmental Coordination Expert Group (ICEG)
  • Association for Information and Image Management (AIIM)

Certifications

  • Certified Public Accountant (CPA)
  • Certified Professional in Human Resources (PHR)
  • Certified Professional Secretary (CPS)
  • Business Phone Etiquette Course - Jira
  • First Aid/CPR Certified
  • ServSafe
  • Call Transfer Techniques Certification - ServiceNow
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Office Manager (COM)
  • Cisco Certified Internetwork Expert (CCIE)

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