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 ReceivableMicrosoft Office efficiencyQuickBooksProficient in Fishbowl Inventory SoftwareExcellent Organizational SkillsExcellent Time ManagementMeticulous attention to detailCustomer Relationship ManagementCritical ThinkingCall Center OutlookMicrosoft SharePointSpreadsheet management
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