MARCIA E. FREEMAN
Administrative Assistant-Customer Service Representative
Douglasville,GA
Summary
Experienced Professional Call Center Customer Service Representative dedicated to delivering courteous, prompt, detailed, and accurate support. Skilled in effectively managing both outbound and inbound calls, with a proven ability to handle emergency issues with patience and tact. Committed to providing exceptional customer service and resolving inquiries efficiently.
Overview
2022
2022
years of professional experience
2
2
years of post-secondary education
Work History
Remote Call Center Representative
Fortuna Business Management Consulting
McClellan Park, California
2 2021 - 8 2024
- Assist New York citizens facing eviction and in desperate need of rent assistance by applying for help with the New York State Emergency Rental Assistance Program
- Complete rental assistance applications by phone, providing detailed information on program requirements and documentation needed to process the application
- Guide callers with navigating the state website
- Review customer applications, providing the status
- De-escalate situations involving dissatisfied callers
- Successfully assisted 27,000 New York citizens in securing rent assistance, significantly contributing to the prevention of homelessness in the state
- Exemplified exceptional customer service by promptly addressing inquiries and resolving complaints, ensuring customer satisfaction
- Utilized CRM program to accurately document customer interactions and update account information
- Professionally managed difficult or emotional customer situations while maintaining empathy and building rapport with the caller
Virtual Executive Assistant
CCMT Inc
Madison, AL
07.2013 - 12.2021
- Delivered executive-level support to an asset location company
- Drafted and edited account summary correspondence and client proposal letters for the CEO and senior management
- Coordinated meetings
- Booked travel arrangements and planned company events
- Oversaw the interview process by screening resumes and coordinating in-person interviews
- Devised and executed strategic project management strategies that ensured the recovery and resolution of unclaimed assets
- Established procedures and processes for ensuring proper, timely filings, including maintaining a detailed filing system, conducting regular audits, and implementing a digital record-keeping system to provide efficient and accurate record-keeping
- Streamlined the company processes and software utilization (CRM database) to improve efficiency and client management resulting in an 85% increased success rate.
- Improved efficiency of administrative tasks by implementing organizational systems and automating processes.
- Streamlined executive schedules by efficiently managing appointments and prioritizing tasks.
- Demonstrated adaptability in responding to shifting priorities or needs within the executive office setting.
- Optimized time management for executives by handling travel arrangements and itineraries.
- Handled confidential and sensitive information with discretion and tact.
- Updated and maintained confidential databases and records.
Personal Assistant
RNS, LLC
Huntsville, AL
06.2011 - 06.2013
- Provided administrative/personal support to a busy neurologist
- Coordinated schedules, meetings, and appointments using Microsoft Outlook and reduced scheduling conflicts by 92%
- Planned and managed events, including securing event locations
- Arranged and managed travel arrangements, creating detailed itineraries
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Provided research assistance on various projects, leading to informed decisions based on accurate information.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
Education
Associate Degree - General Studies
El Camino College
Torrance, CA 08.1991 - 05.1993
Skills
Problem-solving Skills
CRM Navigation
Technical Support
Call Control Skills
Product Knowledge
Documentation And Reporting
Caller Accomodations
MS Office
Confidentiality Handling
Calm Disposition
Interpersonal Skills
Professional and Mature
Complaint Resolution
Timeline
Virtual Executive Assistant
CCMT Inc
07.2013 - 12.2021
Personal Assistant
RNS, LLC
06.2011 - 06.2013
Associate Degree - General Studies
El Camino College
08.1991 - 05.1993
Remote Call Center Representative
Fortuna Business Management Consulting
2 2021 - 8 2024