Queena Dupree Graham
Richmond,VA
Summary
Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Overview
18
18
years of professional experience
Work History
Learning Coach Volunteer
Virginia Virtual Academy
09.2019 - Current
- Enhanced student comprehension by employing diverse teaching methods tailored to individual learning styles.
- Promoted a positive classroom environment by fostering collaboration, respect, and open communication among students.
- Helped students rank in the top 3% for reading in the country while preparing for tests and exams by providing guidance, motivation, and encouragement.
- Boosted students'' confidence and motivation through continuous positive reinforcement and constructive feedback.
People Operations Generalist
Virginia Department Of Motor Vehicles
10.2010 - 03.2013
- Enhanced team productivity while serving over 100 customers a day by streamlining workflows and implementing time-saving processes.
- Developed strong customer relationships through attentive listening and prompt resolution of concerns.
- Implemented cost reduction strategies, resulting in significant savings for the department.
- Delivered high-quality work consistently, exceeding performance objectives regularly.
- Trained new team members effectively, increasing overall team efficiency.
Associate Collector
Virginia Credit & Finance
10.2009 - 10.2010
- Improved customer satisfaction by effectively resolving 80-90% of delinquent accounts through negotiation and payment plans.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
Customer Service Desk Cashier
Advance America
05.2009 - 10.2009
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined payment processes for increased efficiency, effectively handling cash and credit transactions.
- Boosted sales revenue to 70% by upselling products and services to customers during the checkout process.
- Maintained a clean and organized workstation, ensuring a pleasant environment for customers and colleagues alike.
- Fostered positive customer relationships by consistently delivering attentive service with a friendly demeanor.
Customer Service Representative II
T-Mobile
07.2008 - 07.2009
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business with over 90% of customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative III
Capital One
04.2006 - 11.2007
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled over 100 incoming calls per day. Achieved 80% upselling acceptance rate consistently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Education
Professional Certificate - Cybersecurity Payment Specialist
Baxter & Clewis Training Academy
Dallas, TX04.2024
B.I.S. - Business Technology & Entrepreneurship
James Madison University
Harrisonsonburg, VA08.2017
A.A.S. - Human Resources
Bryant & Stratton College
Richmond, VA08.2007
Skills
- Problem-Solving Skills
- Individualized Instruction
- Activity-Based Learning
- Adaptable Nature
- Effective Communication
- Motivational Skills
- Active Listening
- Clerical Support
- Data Entry
- Telephone Skills
- Office Equipment Operations
- Document Management
- Multitasking Abilities
Timeline
Learning Coach Volunteer
Virginia Virtual Academy
09.2019 - Current
People Operations Generalist
Virginia Department Of Motor Vehicles
10.2010 - 03.2013
Associate Collector
Virginia Credit & Finance
10.2009 - 10.2010
Customer Service Desk Cashier
Advance America
05.2009 - 10.2009
Customer Service Representative II
T-Mobile
07.2008 - 07.2009
Customer Service Representative III
Capital One
04.2006 - 11.2007
Professional Certificate - Cybersecurity Payment Specialist
Baxter & Clewis Training Academy
B.I.S. - Business Technology & Entrepreneurship
James Madison University
A.A.S. - Human Resources
Bryant & Stratton College
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