Ana Lawrence

Call Center Agent

• Responded to customer calls and emails to answer questions about products and services.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.

Termite Specialist

• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Devised and implemented processes and procedures to streamline operations.
• Followed all company policies and procedures to deliver quality work.
• Collected, arranged, and input information into database system.
• Created and managed project plans, timelines and budgets.

Accounting Administrator

• Managed both residential and commercial accounts for three different branches.
• Handled billing plans and contracts with clients.
• Responded to routine requests for information from other departments, managers and customers.
• Performed outbound calls to collect debts and payments.
• Built sustainable relationships and engaged customers by taking the extra mile.
• Prepared audit reports for customers and branch managers.
• Worked closely with branch staff and managers.
• Hosted multiple weekly meetings and presented progress reports.
• Met personal/team qualitative and quantitative targets.
• Trained new accounting specialists.

• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Managed timely and effective replacement of damaged or missing products.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

• Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Promoted team productivity by keeping supplies organized and well-stocked.
• Developed and maintained automated alert systems for important deadlines.
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.

• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Performed check-ins and check-outs in a fast and productive manner
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Processed check-ins and check-outs in a
• Collected room deposits, fees, and payments.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Resolved service-related problems and documented actions in system.