Alicia Roberts
Bryans Road,MD
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative Supervisor
Heath Consultants - Washington Gas
Clinton, MD
08.2021 - Current
- Daily review and issuance of letters to customers/property owners.
- Answering incoming and making outgoing customer calls, scheduling appointments, and summarizing cases/data for review by Legal.
- Managing and responding to all incoming email correspondence from the “Obstructed Meter” Outlook mailbox.
- Working with customers who have meters that are obstructed and inaccessible for Washington Gas.
- Responsible for sending letters and calling customers regarding meter accessibility.
- Working with customers to set an appointment for Washington Gas to inspect the gas meter, while also continuing to follow up with non-responsive customers.
- Responsible for inputting data into excel as well as other systems with 100 percent accuracy.
- Assigning work orders to technicians daily.
- Handle customer complaints and resolve problems in a calm and efficient manner.
- Train new customer service reps and train on updated policies and procedures.
Office Secretary / Receptionist
MGR Enterprise
Deale, MD
09.2011 - 07.2021
- Supported administrative team and handled numerous clerical duties, leading to improved efficiency and interoffice rapport
- Articulately and diplomatically handled numerous phone calls, face-to-face communications and written correspondence while building positive rapport and fostering public relations
- Served as go-to point person for team members, providing all necessary support, identifying and addressing urgent matters, and insuring proper and timely follow-through
- Distributes incoming mail
- Managed high-volume scheduling duties and calendar maintenance
- Maintained accurate data records, files, and proactively ordered supplies as needed
- Directed and screened all incoming phone calls and messages promptly and courteously
- Performed bookkeeping tasks including handling cash, completing purchase orders, and processing payments
- Arrange conferences, meetings, and travel reservations for business personnel
- Performs other general office and related duties as assigned.
Customer Service Representative
Verizon Wireless
Washington, DC
11.2007 - 08.2011
- Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions
- Trained new employees by providing knowledge of specific store tasks and policies
- Stocked and rotated inventory regularly
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
- Organized the store by returning all merchandise to its proper place
- Replenished merchandise shelves with items from the stockroom
- Processed merchandise returns and exchanges
- Organized store merchandise racks by size, style and color to promote visually appealing environment
- Handled cash stock and inventory balances
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.
Education
High school or equivalent -
Suitland High School
Nursing CNA Program -
Prince George's Community College
Maryland PGCAR Real Estate License -
Skills
- Handling Escalations
- Workflow Management
- Training and Mentoring
- Call Center Operation
- Deadline-Oriented
- Administrative Support
- Report Preparation
- Training and Coaching
- New Hire Training
- Employee Scheduling
Certification
PGCCAR Real Estate License in Maryland
References
- Kadisha Telemaque, Verizon Sales Manager (202) 573-2003
- Kwame Attakora, Washington Gas Manager (240) 581-2634
- Ernest Gilliam, Heath Consultants Manager (301) 237-9801
Timeline
Customer Service Representative Supervisor
Heath Consultants - Washington Gas
08.2021 - Current
Office Secretary / Receptionist
MGR Enterprise
09.2011 - 07.2021
Customer Service Representative
Verizon Wireless
11.2007 - 08.2011
High school or equivalent -
Suitland High School
Nursing CNA Program -
Prince George's Community College
Maryland PGCAR Real Estate License -
PGCCAR Real Estate License in Maryland
Similar Profiles
BENJAMIN MADISONBENJAMIN MADISON
Crew leader at Washington GasCrew leader at Washington Gas
Jackie WheelerJackie Wheeler
Gate Station Technician at Washington GasGate Station Technician at Washington Gas
Arvin GilliamArvin Gilliam
Fuel Pipe Fitter at Washington GasFuel Pipe Fitter at Washington Gas