Ebonie Wills
Administrative Assistant/ Inbound Call Center Representative
Columbus,Georgia
Summary
Systematic Administrative Assistant with successful experience in fast-paced office settings. Hardworking team-player with expertise completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Administrative Assistant/Inbound Customer Service Representative
Contracted Through Manpower With Maximus
Remote, CA
02.2022 - 03.2023
- Fact-Finding, Case Management, research and resolve discrepancies in unemployment, PFL, and Disability claims
- Also determine if claimants are eligible for pandemic benefits, as well as data entry
- Interacted with vendors, contractors, and Supervisors.
- Managed executive calendar, scheduled meetings, and coordinated travel arrangements.
- Prepared and edited documents, reports, and presentations, ensuring accuracy and professionalism.
- Acted as a liaison between various departments, facilitating effective communication and collaboration via phone, chat, and email.
- Handled sensitive and confidential information with the utmost discretion.
- Assisted with the organization of 500 plus call center representatives, providing guidance and support via Zoom application.
- Monitored call quality and provided regular feedback to improve customer interactions.
- Analyzed call center metrics to identify areas for improvement and implement strategies for efficiency.
- Conducted training sessions to onboard new agents and enhance their skills.
- Handled high call volumes, addressing customer inquiries, resolving issues, and providing product information.
- Maintained accurate call records and documented customer interactions in CRM software.
- Collaborated with cross-functional teams to address complex customer concerns and escalations.
- Received recognition for consistently exceeding performance targets and delivering excellent customer satisfaction.
Accounts Payable Clerk
T&T Staffing, Redlands Community Hospital
Riverside, CA
01.2018 - 07.2019
- Developed and updated Excel documents and databases using PivotTables, VLOOKUP, INDEX / MATCH, and data tables to track, analyze and report on performance and sales data
- Imported existing data from Excel and input it into Smartsheets to track project stages
- Transfer schedules from an outside source and rebuild it in Excel
- Used Smartsheets to build schedules to track significant dates, project instructions and work progress
- Coached new employees on administrative procedures, company policies and performance standards
- Managed between 100-500 people through zoom application
- Served as liaison between IT, Coordinators, and Supervisors
- Entered an average of 1000+ invoices per month to stay current
- Calculated figures such as discounts, percentage
- Smartsheets
- Excellent
- Excellent allocations and credits Renegotiated payment terms with suppliers and researched and resolved billing and invoice problems
- Worked with Meditech accounting software.
Accounts Payable Clerk
United Packaging Group LLC
Colton, CA
01.2016 - 02.2018
- Oversaw and balanced accounts for United
- Packaging Group as well as its subsidiaries including
- Fluid Forms and Penta Water Used QuickBooks to manage both Accounts
- Payable and Accounts Receivable Kept track of and reconciled vendor purchase orders and inventory using Fishbowl
- Expense Reports and health insurance reconciliation Adjusted and assigned purchase order numbers and fees as necessary Organized and mailed outgoing payments to vendors
- Quality Control and warehouse production Dispersed incoming mail to correct recipients throughout the office Organized files, developed spreadsheets, faxed reports and scanned documents
Education
High School Diploma -
Options For Youth Charter School
Fontana, CA 01.2006 - 07.2008
Bachelor of Science - Business Administration
Western Governors University
Salt Lake City, UT 06.2019 - 03.2023
Skills
Accounts Receivableundefined
Certification
Micro Credentials in Business Essentials, Applied Business
Timeline
Administrative Assistant/Inbound Customer Service Representative
Contracted Through Manpower With Maximus
02.2022 - 03.2023
Bachelor of Science - Business Administration
Western Governors University
06.2019 - 03.2023
Accounts Payable Clerk
T&T Staffing, Redlands Community Hospital
01.2018 - 07.2019
Accounts Payable Clerk
United Packaging Group LLC
01.2016 - 02.2018
High School Diploma -
Options For Youth Charter School
01.2006 - 07.2008
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