Ronda Best
Concord
Summary
Office assistant with over seven years of experience in administrative support and customer service. Expertise in time management and team collaboration, leading to enhanced workflow efficiency. Proven ability to communicate effectively, resulting in improved client interactions.
Overview
13
13
years of professional experience
Work History
Office Assistant
CNC-KE Inc.
Charlotte
04.2018 - Current
- Organized files and developed spreadsheets to enhance workflow efficiency.
- Completed monthly inventory checks and integrated data into financial reports.
- Greeted visitors and callers, addressing inquiries or directing them appropriately.
- Managed clerical support tasks, including correspondence and documentation tracking.
- Answered telephone calls and welcomed visitors to maintain a professional atmosphere.
- Monitored office supply levels, anticipated needs, and ordered stock as necessary.
- Resolved equipment issues and scheduled servicing for complex problems.
- Coordinated job postings on Indeed, conducted interviews, and facilitated onboarding.
Customer Service Representative
Convergys
Charlotte
04.2013 - 04.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Explained benefits, features and recommendations to maximize client retention.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored new employees on procedures and policies to maximize team performance.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Education
Virginia Commonwealth University
Richmond, Virginia, VA08-1989
Skills
- Data entry and management
- Excel proficiency
- Inventory oversight and control
- Appointment scheduling
- Customer relationship management
- Document management
- Time management
- Team collaboration
- Effective communication
- Attention to detail
- Problem solving
- Training and mentoring
- Professional etiquette
- Administrative support
- Invoice processing
- Client interaction
- Project coordination
- Interpersonal skills
- Record preparation and filing systems knowledge
References
References available upon request.
Timeline
Office Assistant
CNC-KE Inc.
04.2018 - Current
Customer Service Representative
Convergys
04.2013 - 04.2017
Virginia Commonwealth University