- DIY and Home Improvement
- Avid Reader
- Offering time and support to shelters for the homeless, women, and animals
- Volunteering
Ja'Mes Burns
Hope Mills,NC
Summary
Highly motivated administrative professional with experience in streamlining office operations and improving efficiency. Strong focus on team collaboration and achieving results, flexible with changing needs. Adept in managing schedules, coordinating meetings, and handling correspondence. Known for reliability, strong organizational skills, and effective communication.
Overview
11
11
years of professional experience
Work History
Administrative Officer
Cumberland County
04.2024 - Current
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Contributed to successful projects by providing essential administrative support and resource management.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Volunteered to help with special projects of varying degrees of complexity.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
- Managed approximately 80 incoming calls, emails and faxes per day from customers.
- Facilitated cross-functional collaboration by acting as a liaison between departments for task coordination and information sharing.
- Updated reports, managed accounts, and generated reports for company database.
Insurance Agent
Progressive Insurance AT&T
07.2021 - 10.2023
- Converted70–80% of all leads utilizing the sales technique of matching needs to the benefit of clients
- Aided clients with premiums, effective dates, policy terminations, and additional policy riders
- Created and implemented a new customer service process resulting in a15% increase in customer satisfaction
- Handled high call volume of inbound/outbound calls in the range of100+ calls a day
- Provided timely, accurate and professional customer service and advice, resulting in an80% reduction in customer problems
Customer Service Representative
AT&T
01.2019 - 02.2021
- Successfully handled complex customer issues, resulting in a15% reduction in escalated complaints
- Consistently achieved a95% customer satisfaction rating based on post–interaction surveys
- Memorized all company products and services to answer customer questions quickly and efficiently and increase sales
- Collect source data such as customer names, addresses, phone numbers, and credit card information and enter data into customer service software
- Received, investigated, and resolved customer calls, emails, complaints, and inquiries about billing, collections, and other customer service functions
Receptionist
Chiropractic Agent Care
07.2013 - 12.2018
- Served as the first point of contact for guests and visitors in person and via phone in a friendly and professional manner
- Confirmed appointments, communicated with clients, and updated client records
- Managed a multi–line phone system directing individuals to desired personnel and providing general information about operations
- Maintained building security by monitoring logbooks and issuing visitor badges
- Provided clerical support to company employees by copying, faxing, and filing documents
- Oversaw inventory materials, monitoring requisitions and re–stocking supplies
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Bachelor of Science - Psychology
Fayetteville State University
Fayetteville, NC11.2013
Skills
- Analytical skills
- Multitasking
- Good communication skills
- Excellent Problem Solving
- Office management
- Scheduling and calendar management
- Records management
- Documentation and control
- Scheduling appointments
- Personnel management
- Data retrieval systems
- Credit and collections
Accomplishments
- Policy Development - Developed and implemented employee manual outlining all proper business procedures and office policies.
- Held first-point-of-contact for all internal and external communications with executive-level officers.
Interests
Timeline
Administrative Officer
Cumberland County
04.2024 - Current
Insurance Agent
Progressive Insurance AT&T
07.2021 - 10.2023
Customer Service Representative
AT&T
01.2019 - 02.2021
Receptionist
Chiropractic Agent Care
07.2013 - 12.2018
Bachelor of Science - Psychology
Fayetteville State University
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