Kamicca S. Brown
Starkville,MS
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
22
22
years of professional experience
Work History
Administrative Assistant
Mississippi State University
09.2016 - Current
- Assists with undergraduate academic advising
- Completes payroll and assist with monthly account reconciliations
- Completes travel reimbursements via Concur
- Event organization manager/undergraduate student support representative
- Keeps faculty and staff abreast with MSU policy and procedures
- Liaison with campus offices
- Manages and oversees student worker
- Provides data for budget preparation and inventory reports
- Purchase office equipment and supplies for department
- Updates departmental website
Office Associate
Mississippi State University
07.2012 - 09.2016
- Completed payroll and monthly account reconciliations
- Completed travel reimbursements
- Completed audits
- Managed and oversees student workers
- Updated the departmental website
- Liaison with campus offices
- Event organization manager/graduate student support representative
Quality Assurance Analyst
Sitel
11.2009 - 07.2012
- Reviewed performance, metrics data, quality processes, and policy & procedures to develop project plans, job aides, action items and other associated materials
- Coordinated quality surveys and feedback sessions with site personnel
- Prepared memos and reports to the site and the client on a daily basis
- Prepared and provided all necessary up training to the staff via e-mail or one on one sessions
- Conducted weekly conference calls with the client on various issues
- Utilized various software programs to fulfill the job duties on a daily basis
- Specialized training on key metrics for achievement & escalation processes
- Monitored trends and abnormalities in performance metrics
- Developed interpersonal relationships and interacted with client representatives, other sites, and all levels of management & staff.
Call Center Manager
Sitel
03.2004 - 11.2009
- Managed 20 to 40 representatives and verified that they had all available tools and had a clear understanding of the job to perform successfully
- Motivated the agents and maintained the principle that the customer's experience is our number one focus
- Held up training sessions as needed to ensure the agents were adhering to company policies
- Determined various schedules to ensure the proper utilization of each agent was satisfactory
- Interacted not only with my agents, but also with other managerial members to focus on the quality of our customer's experience
- Prepared and updated all necessary databases and spreadsheets on a daily basis
- Assisted HR with recruiting and interviewing
- Updated online job posting database
- Conducted performance appraisals
- Completed payroll
Escalation Response/Sales Support Representative
04.2003 - 03.2004
- Responsible for the correction of sales to ensure that our site's agents received credit for their efforts
- Handled all issues when there was no resolution to the Technician or Customer Service Representative
- Input all necessary data via AS400 to ensure the customer’s receive their product (s) within a timely manner.
Customer Service Representative/Level 2 Customer Service Representative/Product Specialist
Sitel
02.2002 - 04.2003
- Proactively assisted customers with sales, technical support issues, and customer service issues
- Participated in team huddles and up training as needed
- Maintained cooperation between self and direct supervisor
- Received kudos and attaboys for maintaining standards in quality metrics
- Assisted other agents with questions and verified that the agent had a clear understanding of the situation at that time
- Documented and updated the customer’s information within all databases.
Education
Master of Human Resource Management -
Keller Graduate School of Management
Online02.2015
Bachelor of Science - Technical Management
DeVry University
Online03.2011
High School Diploma -
Grenada High School
Grenada, MS05.1998
Skills
- Program File Distribution
- AS/400
- 10-Key Proficiency
- CRM Software
- Schedule Management
- Staff Management
- Concur Travel Administration
- Microsoft Office
- Data Entry Documentation
- Administrative Support
- Customer and Client Relations
- Employee Training
- Payroll and Benefits Administration
- Technical Support
Award
2021 Recipient of the Zacharias Distinguished Staff Award
Timeline
Administrative Assistant
Mississippi State University
09.2016 - Current
Office Associate
Mississippi State University
07.2012 - 09.2016
Quality Assurance Analyst
Sitel
11.2009 - 07.2012
Call Center Manager
Sitel
03.2004 - 11.2009
Escalation Response/Sales Support Representative
04.2003 - 03.2004
Customer Service Representative/Level 2 Customer Service Representative/Product Specialist
Sitel
02.2002 - 04.2003
Master of Human Resource Management -
Keller Graduate School of Management
Bachelor of Science - Technical Management
DeVry University
High School Diploma -
Grenada High School
Similar Profiles
Amelia GreenAmelia Green
Performance Dancer at Mississippi State University Hail State Dance TeamPerformance Dancer at Mississippi State University Hail State Dance Team
Ajay Kumar YenduriAjay Kumar Yenduri
Graduate Research Assistant at Mississippi State UniversityGraduate Research Assistant at Mississippi State University
Deborah YoungDeborah Young
Police Officer at Mississippi State UniversityPolice Officer at Mississippi State University
Prateek ShantharamaPrateek Shantharama
Research Assistant Professor at Mississippi State University - Meridian CampusResearch Assistant Professor at Mississippi State University - Meridian Campus
SAVANNAH MEYERSSAVANNAH MEYERS
Lead/Assistant Manager, Customer Service at Creole CreameryLead/Assistant Manager, Customer Service at Creole Creamery