Astute professional highly skilled in customer service and relationship building. Talented individual offering dynamic skills in data entry, telephone support and records oversight. Desiring Service Administrator position with company in various sectors.
Hi, I’m
Reva Benoit
Salesforce Adminstrator
Lawrenceville,GA
Summary
Overview
17
years of professional experience
Work History
Roof Partners LLC
Service Administrator
12.2021 - 08.2023
Job overview
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Updated customer service database with new information, address changes and contact details.
- Tasked with data entry, records oversight and issue resolution for team of 8 customer service personnel.
- Researched issues with shipments, product damage and incorrect product amounts.
- Accurately enter work orders with information for crews to be efficient and internal information for us to best serve our customers.
- Pitched in to answer phones at main switchboard with 8 lines.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Enter estimate work orders for additional work requested/reported by customers or crews
- Follow up on approvals for outstanding provided quotes
- Verify and generate system time sheets for crews on weekly basis, email to office manager
- Verify weekly crew expenses and process payroll.
- Generated service invoices and submitted to customers.
- Scheduled monthly service meetings and provide needed paperwork
Armstrong Repair Center
Dispatcher/Supervisor
04.2012 - 10.2021
Job overview
- Orchestrated schedules and routed technicians to service commercial kitchen equipment throughout day based on customer needs and priority
- Assisted technicians in resolving issues encountered such as contacting customers for approvals of repairs, assistance with finding locations, and researching equipment to locate correct parts necessary for repairs
- Processed credit card payments over phone for customers with cash accounts
- Provided exceptional communication to customers in regards to eta’s and courtesy calls prior to sending technician
- Provided customers with estimates for repairs using excel
- Verified and approved invoices to be billed out making necessary corrections such as credits, correcting billing, and voiding invoices
- Frequently worked on-call duty to dispatch on-call technician’s after hours to emergency service calls nights and weekends.
- Directed dispatching, routing, and tracking of 6 fleet vehicles.
- Supervised team of 12 employees and provided training focused on maximizing overall performance.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Determined number of man hours required to complete assignments after reviewing scope of each project.
Appliance Service Company
Dispatcher
05.2011 - 03.2012
Job overview
- Scheduled service calls for customers in need of repair for small appliances
- Dispatched technicians to clients while maintaining customers’ expectations for promised eta's
- Tracked technicians’ locations with use of key map
- Maintained updated and detailed records of calls in physical and electronic database.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Returned missed phone calls during non-business hours to ensure all customers were taken care of
- Provided professional support to customers
- Processed credit card payments for technicians
- Organized and tracked customers information throughout day for appropriate technician.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 8 fleet vehicles.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Houston Grand Opera
Customer Service Supervisor
07.2010 - 05.2011
Job overview
- Supervised and coordinated activities of workers engaged in customer service activities
- Communicated with other departments and management to resolve problems and expedite work
- Resolved Complaints and answered questions of customers regarding services and procedures.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Completed bi-weekly payroll for 12 employees
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Delegated tasks to administrative support staff to organize and improve office efficiency
Comcast
Technical Support Operator
04.2008 - 07.2010
Job overview
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to cable and internet technical support needs.
T-Mobile /NCO
Customer Service Representative
08.2006 - 04.2008
Job overview
- Provided world-class customer service to all customers with complete knowledge of T-Mobile Products and services
- Assisted customers with general billing inquiries and billing disputes
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Houston Community CollegeHouston, TX
Associate of Arts from Communications
05.2019
University Overview
- Honoree of Highest Honors Degree
- Dean's List Fall 2017
- 3.87 GPA
- National Honors Society of Colligate Scholars Member
- Student Government Association Member- Director of Community Outreach
- Elected to Director of Community Outreach in 2018
- Extracurricular Activities: Volleyball
Nimitz High SchoolHouston, TX
High School Diploma
2006
University Overview
GPA: 3.5
Skills
- Workflow Processes
- Report Generation
- Confidential Data Protection
- Records and Database Management
- Performance Feedback
- Employee Timesheet Processing
- Weekly Payroll
- Data Management Software
Timeline
Service Administrator
Roof Partners LLC
12.2021 - 08.2023
Dispatcher/Supervisor
Armstrong Repair Center
04.2012 - 10.2021
Dispatcher
Appliance Service Company
05.2011 - 03.2012
Customer Service Supervisor
Houston Grand Opera
07.2010 - 05.2011
Technical Support Operator
Comcast
04.2008 - 07.2010
Customer Service Representative
T-Mobile /NCO
08.2006 - 04.2008
Houston Community College
Associate of Arts from Communications
Nimitz High School
High School Diploma
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