Khadija Roberts
Newark,New Jersey
Summary
I am a versatile professional with tech, customer service, and administrative support. I have solid communication skills, attention to detail, and the ability to provide exceptional customer experiences. I am adept at multitasking, problem-solving, and collaborating with teams to achieve shared goals. I am proficient in various software applications and committed to continuous learning and professional growth.
Overview
12
12
years of professional experience
Work History
Audible Studios Author Care Team, Manager
Audible
Newark, NJ
09.2015 - 01.2024
- Created promotional materials for royalty earners during title launches, ensuring effective marketing campaigns
- A founding Audible Studios Author Care Team member, contributing to its establishment and growth. Played a pivotal role in the team's expansion from the US and UK marketplaces to US, UK, IT, DE, FR, CA, and BR, demonstrating adaptability and a global mindset.
- Orchestrated notifications to authors, agents, and publishers, keeping them informed about the progress of their audiobook(s)
- Processed tickets for updates to cover art, publishing blurbs, and other website content, ensuring accurate and up-to-date information on Audible websites
- Provided cross-departmental support by addressing queries related to manuscript submissions, royalty payments, customer service issues, and technical challenges with promotional codes.
Customer Service Representative
Audible
Newark, NJ
02.2014 - 09.2015
- Addressed between 30- 80 customer inquiries per week across multiple communication channels, including phone, email, and chat, while promoting Audible's extensive selection of audiobooks and related services
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Processed orders, resolved billing discrepancies, and troubleshot technical issues for various devices and platforms used to access Audible content
- Collaborated with team members to develop best practices for consistent customer service delivery.
Sales Chat Representative
Audible, Inc.
Newark, NJ
09.2011 - 02.2014
- Experienced in providing exceptional customer support through live chat channels, addressing a wide range of inquiries from membership-related queries to billing issues and technical troubleshooting
- Handled an average of 30-80 customer chats per day, delivering prompt and effective resolutions
- Expertly guided customers through understanding membership plans, offering tailored recommendations to match their needs
- Demonstrated strong technical aptitude in resolving minor device compatibility issues and addressing technical questions
- Adept at working independently and collaborating with cross-functional teams to uphold service quality standards set by supervisors
Education
B.A. in English with an emphasis in publishing -
The Pennsylvania State University-University Park
University Park, PA01.2009
Skills
- Strong research skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Audible Studios Author Care Team, Manager
Audible
09.2015 - 01.2024
Customer Service Representative
Audible
02.2014 - 09.2015
Sales Chat Representative
Audible, Inc.
09.2011 - 02.2014
B.A. in English with an emphasis in publishing -
The Pennsylvania State University-University Park