AZAITHEA J. ROBERSON
Knoxville,TN
Summary
To secure a challenging and rewarding position within the Federal Government, leveraging extensive experience, knowledge, and achievements in contract preparation and closing. Committed to contributing to the success of government initiatives and programs, while upholding the highest standards of professionalism, integrity, and public service.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Wolters Kluwer
01.2023 - 04.2023
- Responded to customer inquiries and provided solutions to their issues promptly and courteously via phone, email, and chat
- Assisted customers with product usage, troubleshooting, and account management
- Resolved customer complaints and concerns in timely and efficient manner, escalating complex issues to supervisors when necessary
- Utilized customer service software to document customer interactions, update customer accounts, and track issue resolution
- Collaborated with cross-functional teams, including technical support, sales, and product development, to address customer needs and ensure seamless customer experience
- Participated in ongoing training programs to enhance product knowledge and customer service skills
- Handled customer escalations and managed customer expectations to achieve resolution and maintain customer satisfaction.
Rural Mail Carrier
United States Postal Service
09.2018 - 09.2021
- Sorted and organized mail and packages for efficient delivery routes, adhering to USPS guidelines and regulations
- Delivered mail and packages accurately and in timely manner to residential and business addresses on assigned routes
- Collected and processed outgoing mail and packages from customers, providing appropriate postage and ensuring proper handling
- Handled customer inquiries and provided assistance regarding mail delivery, USPS services, and package tracking
- Maintained accurate records of mail and package deliveries, updating tracking information and customer data using handheld devices
- Followed safety protocols and maintained awareness of potential hazards to ensure personal safety and security of mail
- Developed positive relationships with customers on delivery route, providing excellent customer service and addressing concerns..
- Distributed mail on foot to residences and businesses, delivering to approximately 200 customers per shift
- Followed safety protocols and regulations while driving, upholding professional service reputation
- Organized mail ahead of delivery runs for correct routing
- Conducted daily maintenance and safety checks on delivery vehicles, limiting service delays and disruptions
- Resolved complaints calmly and professionally to maintain customer satisfaction
- Signed and received mail with signature requirements upon delivery and loading
- Remained physically fit to safely lift and transport packages weighing up to 70 pounds
- Collected mail from post office boxes and distributed goods to correct addresses
- Wrote detailed trip reports with notable details about road conditions, weather, and obstacles encountered
- Observed traffic and safety regulations for safe transport and delivery of mail
Office Manager & Dispatcher
Henderson Trucking and Logging
12.2014 - 09.2018
- Managed daily office operations, including administrative tasks, record- keeping, and payroll processing
- Coordinated and scheduled truck drivers, optimizing routes and ensuring timely pickups and deliveries
- Monitored driver activities, ensuring compliance with DOT regulations, and managing driver logs and documentation
- Handled customer inquiries, providing accurate and timely information on shipments, rates, and service availability
- Prepared and maintained dispatch records, including load information, delivery confirmations, and billing documents
- Collaborated with maintenance staff to schedule routine vehicle inspections and repairs to maintain fleet efficiency
- Implemented process improvements, such as implementing new dispatch software system, resulting in increased efficiency and accuracy
- Supported driver recruitment and onboarding processes, including conducting interviews and ensuring compliance with hiring requirements.
Administrative Assistant & Debt Collector
Collection Receivables Inc
03.2016 - 08.2017
- Managed portfolio of delinquent accounts, contacting customers via phone, email, and mail to collect outstanding debts
- Negotiated payment arrangements with customers, taking into account their financial situation and company's policies
- Resolved customer disputes and inquiries, providing clear and accurate information while maintaining professional demeanor
- Documented all collection activities, maintaining accurate and up-to-date records of interactions, payment commitments, and agreements
- Monitored and followed up on payment arrangements, ensuring compliance and taking appropriate actions for delinquent accounts
- Collaborated with team members and supervisors to share strategies, discuss challenging cases, and brainstorm solutions
- Stayed updated on collection laws and regulations, ensuring compliance with Fair
- Debt Collection Practices Act (FDCPA) guidelines
- Drafted, reviewed, and negotiated various contracts, including sales agreements, vendor contracts, service agreements, and non-disclosure agreements
- Ensured contracts complied with company policies, legal requirements, and industry standards
- Conducted thorough legal research to identify relevant laws, regulations, and precedents applicable to contract terms and conditions
- Collaborated with internal teams, including legal counsel, sales, and procurement, to gather necessary information and incorporate it into contracts
- Revised and redlined contracts to address potential risks, protect company interests, and ensure clarity of terms
- Negotiated contract terms with clients, vendors, and business partners, seeking mutually beneficial outcomes while minimizing potential disputes
- Managed contract lifecycle, tracking key milestones, deadlines, and renewals to ensure compliance and timely action
- Conducted thorough market research to identify target audience segments, analyze competitor landscape, and evaluate prevailing market trends
- Designed and executed surveys, interviews, and engaging focus groups to gather firsthand data from key stakeholders and consumers
- Leveraged statistical techniques to analyze data and generated comprehensive reports that presented key findings and actionable recommendations
- Collaborated closely with cross-functional teams, including marketing and sales, to develop effective strategies informed by research insights.
Customer Service Representative & Supervisor
Teleperformance USA
03.2015 - 12.2015
- Responded to customer inquiries and provided solutions to their issues promptly and courteously via phone and email
- Assisted customers with billing inquiries, package upgrades, service troubleshooting, and account management
- Resolved customer complaints and concerns in Timely and efficient manner, escalating complex issues to supervisors when necessary
- Utilized customer service software to document customer interactions, update customer accounts, and track issue resolution
- Achieved and exceeded performance metrics, including average handling time, customer satisfaction, and first-call resolution rate
- Collaborated with cross-functional teams to address customer needs and ensure seamless customer experience
- Participated in ongoing training programs to enhance product knowledge and customer service skills.
Overnight Stocker
Walmart Supercenter
04.2013 - 11.2014
- Restocked merchandise shelves, ensuring accurate product placement and organization according to company standards
- Verified product pricing, labels, and signage, making necessary adjustments to maintain pricing accuracy
- Monitored inventory levels and promptly communicated any shortages or discrepancies to management
- Assisted with inventory counts and participated in regular cycle counts to maintain accurate stock levels
- Collaborated with team members to prioritize tasks and ensure efficient workflow during overnight shifts
- Operated equipment such as forklifts and pallet jacks to transport and stack merchandise safely
- Maintained cleanliness and orderliness of stockroom and sales floor, adhering to safety guidelines.
Education
Bachelor of Science - Management
Fort Valley State University
Fort Valley, GA05.2014
Skills
- Attention to Detail:
- Meticulous and thorough approach to tasks, ensuring
- Accuracy and precision
- Customer Service: Committed to delivering exceptional service, understanding
- Addressing customer needs effectively
- Decision Making: Capable of making sound decisions by gathering information,
- Analyzing options, and considering consequences
- Flexibility: Adaptability to changing circumstances, maintaining a positive attitude
- And embracing new challenges
- Integrity/Honesty: Demonstrating strong moral values, trustworthiness, and
- Transparency in all interactions
- Interpersonal Skills: Excellent ability to connect with and relate to others,
- Fostering positive relationships and effective communication
- Learning: Enthusiastic and proactive in acquiring new knowledge and skills to
- Enhance personal and professional growth
- Reading Comprehension: Strong comprehension skills, able to understand and
- Interpret written information accurately
- Self-Management: Proven ability to prioritize tasks, meet deadlines, and stay
- Organized while maintaining motivation and discipline
- Stress Tolerance: Resilient in high-pressure situations, maintaining composure
- And effectively managing stress
- Teamwork: Collaborative mindset, valuing cooperation and contributing
- Positively to group dynamics and shared goals
- Technical Competence: Proficiency in utilizing various technical tools, software,
- And systems to accomplish tasks efficiently
- Writing: Strong written communication skills, conveying information effectively
- And engaging the intended audience
- Acquisition Document Preparation
Timeline
Customer Service Representative
Wolters Kluwer
01.2023 - 04.2023
Rural Mail Carrier
United States Postal Service
09.2018 - 09.2021
Administrative Assistant & Debt Collector
Collection Receivables Inc
03.2016 - 08.2017
Customer Service Representative & Supervisor
Teleperformance USA
03.2015 - 12.2015
Office Manager & Dispatcher
Henderson Trucking and Logging
12.2014 - 09.2018
Overnight Stocker
Walmart Supercenter
04.2013 - 11.2014
Bachelor of Science - Management
Fort Valley State University
Similar Profiles
GIRISH PUROHITGIRISH PUROHIT
Senior Product Software Engineer at Wolters Kluwer Pvt LtdSenior Product Software Engineer at Wolters Kluwer Pvt Ltd
SARA SOHRABISARA SOHRABI
Peer Reviewer at Wolters Kluwer HealthPeer Reviewer at Wolters Kluwer Health
Shital JajuShital Jaju
Senior Consultant at Wolters KluwerSenior Consultant at Wolters Kluwer