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
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
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.
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
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