Shabrea Robinson
Houston
Summary
Organized Administrative Assistant known for productivity and efficient task completion. Specialize in time management, data entry, and customer service skills. Excel at communication, problem-solving, and adaptability, ensuring smooth office operations and positive stakeholder interactions.
Overview
10
10
years of professional experience
Work History
Administrative Assistant
InterSolutions
Houston
09.2023 - Current
- Developed and implemented innovative recruiting strategies to attract diverse talent.
- Sourced and screened potential candidates for open positions.
- Conducted reference and background checks on prospective employees.
- Managed candidate activity within Applicant Tracking System (ATS).
- Trained and mentored newer recruiters in successful strategies for interviewing and qualifying candidates.
- Ensured compliance with federal, state, and local employment laws and regulations.
- Negotiated salaries and other employment terms with successful applicants.
- Organized and maintained personnel records including new hire paperwork and changes to employment status.
- Assisted with payroll preparation by collecting timekeeping information and processing reports.
- Handled confidential information with discretion and integrity.
- Processed onboarding paperwork for new hires and rehires.
Whirlpool Business Agent
Randstad
Dallas
04.2022 - 09.2023
- Developed strong customer relationships to encourage repeat business.
- Provided excellent customer service to resolve business partners' product-related inquiries in a timely manner.
- Kept records of business interactions or transactions, thoroughly recording details of inquiries.
- Answered incoming calls and emails, providing frontline business support or assistance with product and warranty information.
- Scheduled warranty repairs with company-approved third-party businesses for residential and commercial customers, retail stores, builders, and property management companies.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Placed orders for parts.
- Provided tracking information for the said parts and bulk product orders.
- Assisted repair teams, retail stores, and occasionally residential customers with troubleshooting.
Customer Service Representative
State Farm
Richardson
03.2021 - 04.2022
- Maintained Agent satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer and Agent telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of Agent calls with minimal wait times.
- Offered advice and assistance to Agents, paying attention to special needs or wants.
- Provided primary support to internal Agents.
- Responded to customer and Agent requests for products, services and company information.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Customer Service Representative
Chewy.com
Richardson
09.2019 - 03.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided back up for customer service managers.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Representative
Willis Towers Watson
Richardson
05.2018 - 09.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company specific software to provide HRA account balances, plan details, and change Primary Care Physicians per customer request.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Iqor
Richardson
10.2017 - 09.2019
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided information regarding charge accounts and loyalty programs.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
A1 Air
Lewisville
08.2015 - 06.2017
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Made an average of 100 outbound calls to current and prospective customer to schedule and up-sell maintenance appointments.
Education
Diploma -
Dr. Ralph H. Poteet High School
3800 Poteet Dr Mesquite, TX 7515005.2014
Skills
- Guest Service and Support
- Issue and Complaint Resolution
- Order and Refund Processing
- Upselling Products and Services
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Customer Account Management
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Call Documentation
- Apple macOS
- Oracle PeopleSoft
- Microsoft Exchange
- Microsoft SharePoint
- Microsoft Office
- IBM Notes
- Microsoft Excel
- ADP Workforce Now
- Applicant tracking system
- Employee training
- Payroll administration
- Recruiting strategies
Personal Information
Title: Customer Service Representative
Timeline
Administrative Assistant
InterSolutions
09.2023 - Current
Whirlpool Business Agent
Randstad
04.2022 - 09.2023
Customer Service Representative
State Farm
03.2021 - 04.2022
Customer Service Representative
Chewy.com
09.2019 - 03.2021
Customer Service Representative
Willis Towers Watson
05.2018 - 09.2019
Customer Service Representative
Iqor
10.2017 - 09.2019
Customer Service Representative
A1 Air
08.2015 - 06.2017
Diploma -
Dr. Ralph H. Poteet High School