Roszenia Holden

• Administered standardized tests following established guidelines and protocols.
• Monitored testing environments to ensure compliance with security measures.
• Assisted candidates with check-in procedures and provided clear instructions.
• Reported any irregularities or incidents during testing sessions promptly.
• Maintained testing materials and equipment, ensuring readiness for each session.
• Guided test-takers through technical issues with testing software and tools.
• Verified candidate identification to prevent unauthorized access during exams.
• Resolved any issues or concerns raised by test takers in a timely manner.
• Ensured that all test takers followed the established rules and regulations during their tests.
• Collaborated with members of IT team to troubleshoot technical problems encountered during testing.
• Monitored the testing environment to ensure fairness and accuracy of tests.
• Checked identification documents of each test taker before allowing them to enter the exam room.
• Implemented policies, procedures and programs to carry out educational standards and goals.

• Assisted customers with inquiries about products and services.
• Processed orders and managed customer accounts efficiently.
• Resolved customer complaints through effective communication strategies.
• Educated customers about promotions and membership benefits effectively.
• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Managed a high volume of calls with

customers daily

Answered customer inquiries via emails in a timely manner

• Maintained accurate records of customer interactions and transactions.
• Collaborated with team members to enhance service quality.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Engaged in conversation with customers to understand needs, resolve issues and answer questions.

Resolved customer complaints through

effective communication strategies

Handled customer repair complaints

Troubleshooted phone issues via line testing

equipment

Generated phone repairs tickets outsourced

to Field Technicians

• Operated multi-line telephone systems to manage incoming and outgoing calls.
• Directed calls to appropriate departments ensuring efficient communication flow.
• Provided information to callers regarding services, hours, and location details.
• Collaborated with team members to improve call routing and response times.
• Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
• Responded to customers' requests for assistance with various issues they were having.
• Routed calls to the correct department based on caller needs.
• Adhered to all company policies related to telephone etiquette and customer service standards.
• Communicated effectively with other departments regarding customer concerns.
• Operated telephone switchboard and routed calls to correct destination.
• Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
• Assisted individuals with hearing difficulties with using assistive services to complete calls.

• Coordinated communication between tenants and maintenance staff to address housing issues.
• Assisted in preparing work tickets for Maintenance Staff on tenant inquiries and service requests.
• Provided administrative support by organizing files, answering phones and providing any necessary support to staff members .
• Sorted and distributed incoming mail to appropriate staffers.
• Performed receptionist duties such as greeting visitors and answering calls.
• Facilitated communication within the office and with external partners.
• Answered and directed phone calls to appropriate staff members.
• Operated photocopiers and scanners, facsimile machines and personal computers.
• Opened, sorted and routed incoming mail and prepared outgoing mail.