Anjola Grace E.
Charlotte,NC
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
7
7
years of professional experience
Work History
Concierge Team Leader
A class concierge LLC
Charlotte, NC
02.2024 - Current
- Led concierge team in providing exceptional guest services and support.
- Coordinated daily operations for efficient service delivery and guest satisfaction.
- Trained new staff on service protocols and company standards.
- Resolved guest inquiries and concerns with professionalism and empathy.
- Handled mail and package deliveries, keeping items secure.
- Directed incoming calls and messages to appropriate staff or residents.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Administrative Assistant
Carolina Research center
Charlotte, NC
01.2021 - 02.2024
- Managed scheduling for team meetings and events at research facility.
- Assisted with document preparation and data entry for research projects.
- Organized and maintained electronic filing systems for research documentation.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Handled confidential documents in an organized fashion according to established protocol.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Administrative Clerk
Tollycare services
Charlotte, NC
08.2018 - 01.2021
- Answered phone to take messages or redirect calls to colleagues.
- Managed office supplies inventory and coordinated reorder requests.
- Prepared documents and reports to support daily operations.
- Organized and maintained filing systems both electronically and manually.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
Education
Bachelor of Science - Accounting
Babcock University
Ogun-state Nigeria Skills
- Customer Relationship Management (CRM)
- Virtual Call Center Operations
- Inbound & Outbound Customer Support
- Multichannel Communication (Phone, Email, Chat, SMS)
- Conflict Resolution & De-escalation
- Technical Troubleshooting & Support
- Order Processing & Fulfillment
- Customer Retention Strategies
- Remote Collaboration Tools (eg, Zoom, Teams, Slack)
- Ticketing System Management
- SLA Adherence & Resolution Timeliness
- Data Entry & Documentation Accuracy
- Quality Assurance & Customer Satisfaction
- Empathetic & Active Listening
- Escalation Handling
- Time Management & Prioritization
- Performance Metrics & KPIs
- Policy Explanation & Issue Clarification
Certification
- Excel 2021 Essential Training (office 2021/LTSC)
Timeline
Concierge Team Leader
A class concierge LLC
02.2024 - Current
Administrative Assistant
Carolina Research center
01.2021 - 02.2024
Administrative Clerk
Tollycare services
08.2018 - 01.2021
Bachelor of Science - Accounting
Babcock University