Nichelle Koehrsen
Hewitt,Texas
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Detail-oriented with experience in customer service, data entry and office management. Motivated and willing to learn professional with extensive experience in customer service, sales and administrative tasks.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
Richardson County Emergency Management
11.2021 - 10.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Customer Service Specialist
Dial America
02.2015 - 10.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Call Center Supervisor
Stream Global
05.2010 - 12.2014
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised 32 Representatives in providing excellent customer service to callers requiring assistance for sales and product issues.
- Developed process controls and metrics for daily management of call center.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Education
Certification - Culinary Arts
Denison Job Corps Center
Denison, IACertification - Health Occupations
Denison Job Corps Center
Denison, IAGED -
Denison Job Corps Center
Denison, IA10.2008
Skills
- Report Writing
- Mail Handling
- Document Control
- Information Security
- Clerical Support
- Bookkeeping
- Quality Assurance
- Invoice Processing
- Scheduling
- Filing
- Meeting Planning
- Calendar Management
- Computer Skills
Timeline
Administrative Assistant
Richardson County Emergency Management
11.2021 - 10.2023
Customer Service Specialist
Dial America
02.2015 - 10.2020
Call Center Supervisor
Stream Global
05.2010 - 12.2014
Certification - Culinary Arts
Denison Job Corps Center
Certification - Health Occupations
Denison Job Corps Center
GED -
Denison Job Corps Center
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