Akia Anderson
Douglasville,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Process Server Liasion
Provest
Smyrna, Georgia
11.2022 - Current
- Filed, faxed, copied and scanned documents and pictures into database.
- Created correspondence for clients in tracking documents.
- Provided superior customer service and remained professional in escalation cases.
- Maintained proper records relating to service of process.
- Received and notarized proof of service and affidavits.
- Remained highly organized and detail-oriented while working with several process servers simultaneously.
- Answered phones, greeted clients, and scheduled appointments.
- Displayed superior confidentiality in mail, telephone and in-person communications.
Remote Digital Resolutions Specialist
Wayfair
Douglasville, GA
06.2020 - 11.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers in chat, email or through phone conversations.
Customer Service Representative
Eagle Resource Group
College Park, GA
05.2019 - 06.2020
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
Help Desk Representative
Connections Inc
Smyrna, GA
10.2013 - 05.2019
- Opened service tickets for clients, documenting user information and description of problem.
- Assisted customers with instructional support and product troubleshooting.
- Supported customers with password resets and account customization.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Fielded help desk customer questions and fulfilled requests.
- Documented issues in bug tracking system for reporting.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Oversaw daily performance of computer systems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Trained and developed new staff for help desk responsibilities.
Education
Bachelor of Science - Accounting
American InterContinental University
Schaumburg, IL09.2020
Associate of Science - Business Administration
Atlanta Technical College
Atlanta, GA06.2005
Skills
- Effective Multitasking
- Client Representation and Advisement
- Team Collaboration
- Communications Drafting
- Administrative Support
- Attention to Detail
- Verbal and Written Communication
- Creative and Critical Thinking
- Conflict Resolution
- Time Management
- MS Office
- Interpersonal Skills
- Judgement and Decision Making
- Calm Under Pressure
- Building Trust and Relationships
Timeline
Process Server Liasion
Provest
11.2022 - Current
Remote Digital Resolutions Specialist
Wayfair
06.2020 - 11.2022
Customer Service Representative
Eagle Resource Group
05.2019 - 06.2020
Help Desk Representative
Connections Inc
10.2013 - 05.2019
Bachelor of Science - Accounting
American InterContinental University
Associate of Science - Business Administration
Atlanta Technical College