ShaKendra Franklin
Covington,GA
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
13
13
years of professional experience
Work History
Customer Service Sales Representative
Cellofoam North America Inc.
02.2023 - 12.2023
- Process customer invoices and POs to make sure all terms, guidelines, pricing, and conditions are clear
- Collaboration with several departments such as engineering, customer service, and sales
- Use software such as Great Plains, EASA, All of Microsoft Office including Teams to complete daily tasks
- Occasionally, worked from home
- Developed and updated databases to handle customer data.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled escalated calls efficiently finding satisfactory resolutions for both customers and Cellofoam.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Implemented and developed customer service training processes, for new hire orientation
- Managed approximately 30 incoming calls and emails per day from customers, the Engineer and Sales team as well as Customer service staff, providing answers to questions independently resolving issues when prompted
- Processed customer service orders promptly to increase customer satisfaction.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Streamlined training processes for orders, tracking, expense recording, and sale protocols to increase employee productivity and enhance sales.
- Reconciled orders and payments to coordinate logistics for hundreds of accounts.
Administrative Assistant II-Hybrid
Chick-fil-A Inc. Philanthropic Financial Services (Thompson Technologies)
03.2022 - 02.2023
- Completed work assigned primarily from home, assisted in person on-site once weekly for mail distribution, and scheduled meetings
- Utilized Microsoft Office to its full potential
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Pulled bank statements and Activity Reports from Wells Fargo for review and Data Entry using Excel
- Added or updated new and former employees to financial accounting systems, creating credit cards, distinguishing credit card limits, and assisting with activating and deactivating credit cards
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
- Set up and activate new hire employees for the WinShape Foundation using Oracle and Fusion systems for Payroll.
- Deactivate terminated employees in both financial systems as well as Fusion and Oracle systems
- Create and maintain filing systems, both electronic and physical, assisted with project management and updates
- Completed Data entry: Entered collected checks, general payments, and donations into Excel Software.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality of service.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Recorded new hires, transfers, terminations, changes in job classifications, and merit increases to main human resources files.
- Coordinated and scheduled meetings and conference calls to optimize scheduling demands.
Administrative Assistant Manager
Global Circulation Inc. Call Center
07.2019 - 08.2021
- Interviewed and Recruited applicants for customer care and collection agent positions
- Schedule and or conduct follow ups or interviews
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Update and edit excel spread sheets
- Develop/Plan employee work schedule
- Creates and Make updates to Monthly calendar
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Reviewed files, records, and other documents for accuracy before verifying contacts
- Utilized Microsoft office to its full potential
- Perform new hire orientations
- Set up and activate new employees into ADP systems for Payroll
- Deactivate terminated employees and activated New Hires in both the ADP Payroll system as well as Evolution systems
- Manage the call center representatives call outs and time requests
- Make changes to accounts as needed
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Occasionally work from home
- Maintain clean work environment
- Completes other office manager tasks assigned by the owner of the company.
- Screened calls and emails and responded accordingly to support executive correspondence.
Administrative Support Assistant
American Red Cross
02.2017 - 07.2019
- Schedule and or conduct follow-ups or interviews
- Interviewed and Recruited prospective volunteer candidates for several departments, performing new hire orientation
- Managed high volumes of approximately 50- 100 incoming calls and emails daily, ensuring timely responses and accurate information dissemination.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and case management data.
- Reviewed files, records, and other documents for accuracy before verifying contacts.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Utilized Microsoft Office to its full potential
- Occasionally worked from home. primarily onsite independently assisting team members with tasks as needed.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Consistently recognized for maintaining aprofessional demeanor and providing exceptional support to both colleagues and clients.
- Developed training materials for new hires, expediting their integration into the workplace while maintaining high-performance standards.
Customer Support Specialist/ Receptionist
Supreme Refinishing
02.2011 - 02.2017
- Answered telephones, transferred calls, and took approximately 25 messages per day.
- Received payments for accounts, car purchases, and paint jobs
- Completed, adjusted, or updated invoices for customers, took payments, and posted payments using QuickBooks
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided timely assistance to customers via phone, and email, ensuring a high level of professionalism at all times.
- Communicated with customers and other individuals to answer questions, disseminate, or explain information, take orders, and address complaints
- Sent off faxes to insurance holders for insurance claims
- Reviewed files, records, and other documents for accuracy before verifying contacts
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Scheduled and canceled pickups with other companies.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Associates of Arts Degree - Business Administration
American Intercontinental University
Dunwoody, Georgia07.2018
High School Diploma -
Dutchtown High School
Hampton, Georgia05.2010
Skills
- 12 years/Clerical and Customer Service Management Skills
- Excellent verbal/written/ Payment Summary Skills
- General Supervision/ Implemented Organizational Goals
- Office equipment proficiency/ Multi-line phone proficiency
- Detailed Program Preparation/Time Management Skills
- Proficient in Microsoft Word/PowerPoint/Excel/Teams
- Program facilitator/ Trainer/ Recruiter Proficient in software ADP, CRM, Oracle, Fusion, EASA, Salesforce, Great Plains, etc
- Call center Experience, Follow-up,and call Documentation skills
- Account Servicing/Payment Processing/Problem-solving abilities
Timeline
Customer Service Sales Representative
Cellofoam North America Inc.
02.2023 - 12.2023
Administrative Assistant II-Hybrid
Chick-fil-A Inc. Philanthropic Financial Services (Thompson Technologies)
03.2022 - 02.2023
Administrative Assistant Manager
Global Circulation Inc. Call Center
07.2019 - 08.2021
Administrative Support Assistant
American Red Cross
02.2017 - 07.2019
Customer Support Specialist/ Receptionist
Supreme Refinishing
02.2011 - 02.2017
Associates of Arts Degree - Business Administration
American Intercontinental University
High School Diploma -
Dutchtown High School
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