Promise Grant
510-878-8293
Bay Point, CA,CA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
21
21
years of professional experience
Work History
Administrative Assistant
Apt C Bar Grill
Oakland, CA
04.2014 - Current
- 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.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Call Center Manager
California State Automobile Association
Livermore, CA
05.2007 - 04.2014
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
Computer Operator
California State Automobile Association
Union City, CA
08.2005 - 05.2007
- Maintained a high level of accuracy in data entry tasks, resulting in improved overall data quality.
- Maintained spreadsheets of data across multiple systems.
- Generated reports covering details about data, system operation, and error monitoring.
- Processed requests for service from internal and external customers.
- Improved system efficiency by monitoring computer performance and troubleshooting issues as they arose.
- Verified integrity and consistency of duplication measures and storage protocols.
- Demonstrated strong problem-solving abilities when faced with complicated technical challenges or unfamiliar situations.
- Streamlined operations with routine maintenance tasks, such as updating software and hardware components.
Accounts Receivable Clerk
The Forms Group
Fremont, CA
08.2003 - 08.2004
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Used accounting software to reconcile accounts, track income, and generate invoices.
- Contributed to month-end closing procedures by preparing detailed accounts receivable aging reports for management review.
Education
High School Diploma -
Dewey High School.
Oakland, CAAA - Business Administration
Laney College
Oakland, CASkills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Administrative Support
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Filing
- Customer Relations
- Clerical Support
- Microsoft Office Suite
- Excel spreadsheets
- Appointment Scheduling
- Microsoft PowerPoint
- Data Management
- Tech-Savvy
- Multi-Line Telephone Systems
- Supervising staff
- Payroll and budgeting
Timeline
Administrative Assistant
Apt C Bar Grill
04.2014 - Current
Call Center Manager
California State Automobile Association
05.2007 - 04.2014
Computer Operator
California State Automobile Association
08.2005 - 05.2007
Accounts Receivable Clerk
The Forms Group
08.2003 - 08.2004
High School Diploma -
Dewey High School.
AA - Business Administration
Laney College
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