Laquana Stukes-Wells
Brooklyn,NY
Summary
Personable Clerical Associate III with proven history of improving effectiveness of workplace communication and coordination. Computer-literate professional adapts quickly to new software and programs. Bringing strong written and verbal communication skills and proficiency in recordkeeping and writing.
Overview
17
17
years of professional experience
Work History
Clerical Associate III
City Of New York Human Resources Administration
06.2010 - Current
- Developed correspondence letters, memos, and emails.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Maintained and updated office records, both digital and physical.
- Interacted with customers by phone, email, or in-person to provide information.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Edited and proofread documents for accuracy and completeness.
- Coordinated and scheduled meetings and appointments.
- Assisted with onboarding of new employees.
- Compiled and analyzed data to produce reports.
- Supported staff on special assignments and ad hoc projects.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Edited documents to keep company materials free of grammar errors.
Call Center Representative
DOITT
10.2006 - 06.2010
- Answered incoming calls within the 24-hour/7-day/week operation in a professional and courteous manner regarding city and state government services.
- Maintained customer satisfaction by providing information or making a service request to various city government agencies for further action.
- Entered call data into a computerized tracking system (Siebel) for various city government agencies
- Used several city government agency systems simultaneously to complete customers request
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor of Science - Sociology
Hunter College of The City University of New York
New York, NY06.2008
Skills
- Organizational Skills
- Customer Service
- Proofreading
- Database Maintenance
- Record Keeping
- Spreadsheet Management
- Scanning Documents
- Filing Systems
- Event Preparation
- Documentation and Reporting
- Excel Spreadsheets
Timeline
Clerical Associate III
City Of New York Human Resources Administration
06.2010 - Current
Call Center Representative
DOITT
10.2006 - 06.2010
Bachelor of Science - Sociology
Hunter College of The City University of New York
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