Indea Everette
Indianapolis,IN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in The Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Supervisory Administrative Specialist
Premier Credit
Indianapolis, IN
01.2017 - Current
- Prepared detailed documents and reports in adherence administrative processes.
- Monitored and directed incoming mail and prepared outgoing mail.
- Worked closely with others to accomplish timely invoicing and accounts receivables.
- Collaborated in timely processing of billing and accounts receivables.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Made travel arrangements for staff members
- Worked closely with others to accomplish timely invoicing and accounts receivables
Support Specialist
The Luxx Express
INDIANAPOLIS, Indiana
01.2021 - 03.2022
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Provided online demonstrations to educate customers on product features and online help resources.
- Remedied issues quickly and within parameters of company-mandated policies and procedures
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues
- Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day
- Handled inbound customer chat conversations from websites.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Monitored systems in operation and quickly troubleshot errors.
- Collected, aggregated, verified and monitored trend data.
High School Instructor
Franklin Township Schools
Indianapolis, IN
10.2009 - 04.2016
- Created engaging lesson plans, fostered culture of discovery and provided well-organized classroom structure to help students succeed in program.
- Assessed student knowledge of algebra and geometry and applied appropriate methods to address learning needs.
- Taught mathematical skills and principles to high school students using real-world, application-based examples to maximize learning opportunities.
- Utilized curriculum which reflected diverse educational, cultural and linguistic background of student body.
- Planned, developed and executed lessons reflecting high school curriculum and Indiana's core educational standards
- Administered standardized tests in accordance with Indiana testing programs
Sales Manager / Owner
Legal Shield Services, Inc
Portage, IN
05.2001 - 08.2007
- Legal Shield Services provided legal support services and network attorney referral services to consumers
- Developed sales and marketing teams to generate production through cold calling, lead generation and sales strategies that resulted in monthly revenues of $36,000 with net profits of 8.5%
- Utilized Microsoft Office software to include Word, Excel, Outlook and Power Point to manage business financials, develop correspondence, and sales and marketing material for entire sales staff
- Trained sales team to build rapport and establish relationship selling to develop referral sources and repeat business
- Implemented rewards based incentive plans to maintain strong customer service and competitive and complimentary work environment.
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Evaluated performance against goals and implemented appropriate development plans
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets
Education
Bachelor of Arts, BA -
Indiana University Northwest
Gary, IN05.2011
Skills
- Calm and Professional Under Pressure
- Upselling Products and Services
- Issue and Complaint Resolution
- Customer Retention Strategies
- Upbeat and Positive Personality
- Communications Support
- Responding to Difficult Customers
- Data Entry and Maintenance
- Administrative and Office Support
- Proficiency in Microsoft Office and G Suite
- Appointment Scheduling
- Schedule Management
- Travel administration
- Strategic planning
- Presentation design
- Business administration
- Credit and collections
- Inbound phone call handling
- Travel arrangements coordination
- Employee Development
- Payroll and budgeting
- Managing office supply inventory
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Support Specialist
The Luxx Express
01.2021 - 03.2022
Supervisory Administrative Specialist
Premier Credit
01.2017 - Current
High School Instructor
Franklin Township Schools
10.2009 - 04.2016
Sales Manager / Owner
Legal Shield Services, Inc
05.2001 - 08.2007
Bachelor of Arts, BA -
Indiana University Northwest
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