SHANITA WILLIAMS
Brooklyn,NY
Summary
Proficient administrative worker experienced in customer service and computer proficiency environments. Motivated and professional with friendly demeanor and hard-working nature. Seeking to support high-volume operations with strong multi-tasking abilities and high energy. Organized administrative professional with hands-on experience supporting business areas such as accounting, database management and human resources. Collaborative team player with strong communication, decision making and time management abilities.
Overview
16
16
years of professional experience
Work History
Customer Information Representative (CIR)
DEPARTMENT OF EDUCATION
Brooklyn, NY
2021.10 - Current
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
- Hear and resolve complaints from customers or the public
- Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Updated databases with new and modified customer data.
- Updated system with order specifics and customer details, preferences, and billing information.
Switchboard Operator / Receptionist
CANON BUSINESS PROCESSING SERVICES
NY
2016.11 - 2021.09
- Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary
- Route emergency calls appropriately
- Relay or route written or verbal messages
- Place telephone calls or arrange conference calls as instructed
- Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail
- Answer simple questions about clients' businesses, using reference files
- Answered calls on 2 ring and engaged customers with friendly, professional demeanor
- Supported customers by managing 100% calls per day efficiently while maintaining professionalism and upbeat tone
- Coached new employees on administrative procedures, company policies and performance standards
- Perform other clerical duties such as answering telephone, sorting and distributing mail, running errands or sending faxes
Administrative Assistant/Cashier/Returns Associate
IKEA
Brooklyn, NY
2008.08 - 2016.11
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
- Created PowerPoint presentations for business development purposes
- Answered questions about store policies and concerns to support positive customer experiences
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance
- Type, format, proofread, and edit correspondence and other documents, from notes or dictating machines, using computers or typewriters
- Greeted customers promptly
- Received customer payments
- Totaled bills and calculated taxes
- Trained new cashiers on procedures, customer service and sales techniques
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
- Drafted professional business memos, letters and marketing copy to support business objectives and growth
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Train other staff members to perform work activities, such as using computer applications
- Collect, count, and disburse money, do basic bookkeeping, and complete banking transactions
- Troubleshoot problems involving office equipment, such as computer hardware and software
- Inventory and order materials, supplies, and services
- Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
Education
High School Diploma - Administrative Support, Customer Service
BROOKLYN JOB CORP
BROOKLYN, NY2009-03
Skills
- Administrative Support
- Customer Service
- Multitasking Ability
- Telephone Skills
References
References available upon request
Timeline
Customer Information Representative (CIR)
DEPARTMENT OF EDUCATION
2021.10 - Current
Switchboard Operator / Receptionist
CANON BUSINESS PROCESSING SERVICES
2016.11 - 2021.09
Administrative Assistant/Cashier/Returns Associate
IKEA
2008.08 - 2016.11
High School Diploma - Administrative Support, Customer Service
BROOKLYN JOB CORP