Krystal Kelly
Raleigh,NC
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
21
21
years of professional experience
Work History
OFFICE ASSISTANT
Department of Health and Human Services
Raleigh, NC
03.2023 - Current
- Greeted visitors in a professional manner and provided assistance when necessary.
- Performed data entry tasks with accuracy and speed utilizing MS Office applications such as Word, Excel, PowerPoint.
- Organized and maintained filing systems to ensure efficient document retrieval.
- Provided customer service support via phone or email inquiries related to products or services offered by the organization.
- Supported staff by performing data entry and completing administrative duties.
- Maintained accurate records of office supplies and placed orders as needed.
- Examined documents and forms for accuracy, enforcing conformance to company rules and regulations.
- Developed written correspondence such as letters, emails, memos for internal communications purposes.
- Coordinated office operations and procedures to facilitate workflow and efficiency.
- Managed office supply orders and inventory to support availability.
- Maintained composure in dealing with conditions of urgency and in pressure situations.
- Drafted and sent out emails and memos for seamless communication.
- Sorted mail on daily basis and distributed to respective departments in timely fashion.
- Participated in team meetings, providing input and suggestions on organizational practices.
- Monitored inventory levels of office supplies and ordered items as needed.
- Managed calendar appointments for multiple staff members ensuring all deadlines were met.
- Operated office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
- Managed calendars and arranged appointments.
OFFICE MANAGER
Bootsy Bear Childcare
Raleigh, NC
07.2021 - 03.2023
- Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment and managing calendars.
- Responded to customer inquiries via phone or email in a professional manner.
- Maintained confidential records relating to personnel matters.
- Resolved customer inquiries and complaints with timeliness and professionalism.
- Created and maintained filing systems to ensure accurate record keeping.
- Utilized excellent organizational skills to prioritize tasks effectively.
- Delivered quality customer service to staff and customers.
- Purchased office supplies and equipment to replenish inventory.
- Assisted in recruiting, onboarding and training new employees.
- Trained and onboarded new office staff members.
- Processed payrolls on a biweekly basis using accounting software.
- Fostered relationships with vendors to expedite orders, repairs and maintenance.
- Monitored inventory levels and placed orders when needed.
- Ensured compliance with all applicable laws, regulations, policies and procedures.
- Coordinated with vendors to purchase necessary supplies in a timely manner.
- Managed office flow by providing direct support to visitors.
- Supervised administrative staff, driving front office operations and continuous workflow.
- Cleaned and organized office, maintaining orderliness and reducing contamination.
- Implemented office procedures, creating streamlined processes.
- Assisted with the development of marketing and promotional materials.
- Developed and implemented office procedures to improve efficiency.
- Developed and monitored office budgets and processed payroll.
- Provided administrative support for executive staff, including scheduling meetings, preparing agendas and taking meeting minutes.
- Led meetings, keeping staff informed of changes or new requirements in policies and procedures.
- Prepared reports summarizing operational activities for upper management review.
- Reviewed financial statements and ledgers, working with accounting staff to clear discrepancies.
- Optimized office policies, meeting internal needs while upholding organizational standards.
- Created and reviewed schedules, maintaining staffing levels to meet service goals.
- Acted as point person for office equipment setup and end-user training and support.
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
- Facilitated month-end closing processes, invoicing and journal entries.
- Implemented and developed operational standards, policies and procedures.
CUSTOMER SERVICE REPRESENTATIVE
First Citizens Bank
Raleigh, NC
04.2020 - 07.2021
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Developed positive relationships with customers through friendly interactions.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Displayed strong organizational skills while managing multiple projects simultaneously.
- Performed data entry tasks accurately and in a timely manner.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Met daily customer service quotas with a focus on quality.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Logged details of customer service calls in computer system following correct protocols.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Monitored daily performance metrics such as call volume, wait times, resolution times.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Assisted customers in navigating through various web pages on the company's website during their purchase process.
- Processed customer adjustments to maintain financial accounts.
CUSTOMER SERVICE REPRESENTATIVE
AQUA
Cary
02.2018 - 04.2020
- Refer unresolved customer grievances to designated departments for further investigation
- Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Resolved customer complaints promptly and efficiently.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Displayed strong organizational skills while managing multiple projects simultaneously.
- Performed data entry tasks accurately and in a timely manner.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Adhered to company policies and procedures while providing superior service.
- Met daily customer service quotas with a focus on quality.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
- Remained open to feedback from supervisor and peers to build and improve skills set.
CUSTOMER SERVICE REPRESENTATIVE
O'NET
Raleigh
02.2016 - 02.2018
- Refer unresolved customer grievances to designated departments for further investigation
- Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers
- Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Check to ensure that appropriate changes were made to resolve customers' problems.
OFFICE MANAGER
Bootsy Bear Childcare
Raleigh
03.2007 - 02.2016
- Set up and oversee administrative policies and procedures for offices or organizations
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
- File and retrieve corporate documents, records, and reports
- Review operating practices and procedures to determine whether improvements can be made in areas such as workflow, reporting procedures, or expenditures
- Coordinate and direct office services, such as records, departmental finances, budget preparation, personnel issues, and housekeeping, to aid executives
- Manage and maintain executives' schedules
- Greet visitors and determine whether they should be given access to specific individuals
- Supervise and train other clerical staff and arrange for employee training by scheduling training or organizing training material
- Provide clerical support to other departments
- Prepare agendas and make arrangements, such as coordinating catering for luncheons, for committee, board, and other meetings
- Answer phone calls and direct calls to appropriate parties or take messages
- Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and boards of directors
- Perform general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work
- Open, sort, and distribute incoming correspondence, including faxes and email
- Compile, transcribe, and distribute minutes of meetings
- Interpret administrative and operating policies and procedures for employees
- Attend meetings to record minutes
- Read and analyze incoming memos, submissions, and reports to determine their significance and plan their distribution
- Prepare responses to correspondence containing routine inquiries.
ADMINISTRATIVE ASSISTANT
Lessons Of Life Learning Center
Raleigh
05.2004 - 03.2007
- Greet visitors and determine whether they should be given access to specific individuals
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
- Attend meetings to record minutes
- Perform general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work
- Open, sort, and distribute incoming correspondence, including faxes and email
- Answer phone calls and direct calls to appropriate parties or take messages.
Education
Bachelor of Arts (B.A.) - Forensic Psychology
Walden University
Minneapolis, MN12.2018
Nursing Program
Wake Technical Community College
Raleigh, NC01.2008
Bachelor's - Forensic Psychology
Walden University
Minneapolis, MN01.2005
High School Diploma -
Word Of God Christian Academy
Raleigh, NC05.2004
Skills
- MS Word
- MS Excel
- MS Power Point
- MS Outlook
- Office Management
- Records Management
- Database Administration
- Spreadsheets/Reports
- Relationship Building
- Inventory Control
- Front Desk Reception
- Executive Support
- Quality Assurance
- Organizational Skills
- Multitasking Abilities
- Time Management
- File Organization
- Teamwork and Collaboration
- Problem Solving
- Customer Service
- Microsoft Office Proficiency
- Proofreading Documents
- Scheduling Appointments
- Administrative Support
- Confidentiality Maintenance
- Database Management
- Verbal Communication
- Professionalism
- Telephone Etiquette
- Attention to Detail
- Scheduling
- Data Entry
- File Maintenance
- Bookkeeping
- Supply Management
- Strong Problem Solver
- Complex Problem-Solving
- Office Supplies Management
- Mail Management
- Mail Sorting and Distribution
Timeline
OFFICE ASSISTANT
Department of Health and Human Services
03.2023 - Current
OFFICE MANAGER
Bootsy Bear Childcare
07.2021 - 03.2023
CUSTOMER SERVICE REPRESENTATIVE
First Citizens Bank
04.2020 - 07.2021
CUSTOMER SERVICE REPRESENTATIVE
AQUA
02.2018 - 04.2020
CUSTOMER SERVICE REPRESENTATIVE
O'NET
02.2016 - 02.2018
OFFICE MANAGER
Bootsy Bear Childcare
03.2007 - 02.2016
ADMINISTRATIVE ASSISTANT
Lessons Of Life Learning Center
05.2004 - 03.2007
Bachelor of Arts (B.A.) - Forensic Psychology
Walden University
Nursing Program
Wake Technical Community College
Bachelor's - Forensic Psychology
Walden University
High School Diploma -
Word Of God Christian Academy