LaQuina Washington
Jacksonville,FL
Summary
Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Overview
16
16
years of professional experience
Work History
Receptionist Administrator
Vicki Middlekauff Accounting & Tax Firm
12.2021 - 05.2024
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
ADMINISTRATIVE ASSISTANT
FUNERALS BY TS WARDEN
10.2017 - 12.2021
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors
- Resolve insurance authorizations and denials
- Enter financial or billing formation in clients accounts
- Greet families and schedule appointments, take payments
- Answer and resolve all families inquiries about payments and insurance
- Monitor email throughout the day for incoming legal documents and faxes
- Assist in resolving any administrative problems
- Maintain strict privacy and confidentiality
- Conduct insurance research on behalf of families
- Open, sort and deliver mail daily
- Send and accept special mail deliveries (UPS / Federal Express / US Mail) Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff
- Completed death certificates
- Made funeral arrangements on behalf of families
- Accounts Receivables
- Run errands: banking deposits, office supplies, check collections, etc.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
CURRENT DISPUTE SPECIALIST/DEBT COLLECTOR
DIVERSIFIED CONSULTANTS INCORPORATED
11.2015 - 11.2017
- Responsible for the communication, escalation and resolution of inbound and outbound calls
- Reached out to consumers to inform them of the update of their disputed accountants
- Received and reviewed documents requests, for completeness and compliance with financial policies, procedures and contractual requirements regarding disputed accounts
- Handled legal accountants
- Handling complaints, settling disputes and resolving problems and conflict and negotiating bills
- Used skip tracing and other techniques to locate debtors.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Listened and responded to customer requests and forwarded necessary information to superiors.
CUSTOMER SERVICE AGENT
WAL-MART SUPER CENTER
08.2008 - 07.2015
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Prevented store losses using awareness, attention to detail and integrity
- Worked as a team member performing cashier duties
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Generated leads for new sales through telephone and email contact with customers
- Processed merchandise returns and exchanges.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Education
Diploma -
JEAN RIBAULT HIGH SCHOOL
Jacksonville, FLCERTIFICATE -
DENTAL ARTS OF FLORIDA
Jacksonville, FL04.2011
Skills
- Type 50 wpm
- Account Management
- Microsoft excel, word
- Strong organizational skills
- Attention to detail
- Billing
- Conflict resolution
- Quality assurance
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Microsoft Word
- Time Management
- Scheduling
Additional Information
Experienced customer service representative with over 15 years experience and proven history of handling high pressure situations.
Timeline
Receptionist Administrator
Vicki Middlekauff Accounting & Tax Firm
12.2021 - 05.2024
ADMINISTRATIVE ASSISTANT
FUNERALS BY TS WARDEN
10.2017 - 12.2021
CURRENT DISPUTE SPECIALIST/DEBT COLLECTOR
DIVERSIFIED CONSULTANTS INCORPORATED
11.2015 - 11.2017
CUSTOMER SERVICE AGENT
WAL-MART SUPER CENTER
08.2008 - 07.2015
Diploma -
JEAN RIBAULT HIGH SCHOOL
CERTIFICATE -
DENTAL ARTS OF FLORIDA
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