Stephanie Townsend

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls and emails to answer questions about products and services.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Greet students/customers and meet their informational needs.
• Interact positively with diverse groups of people with various backgrounds and interests.
• Coordinate student traffic flow.
• Operate the College switchboard during assigned hours, which includes receiving all incoming calls and transferring the calls to the appropriate individuals.
• Responsible for checking the College switchboard voicemail during assigned hours.
• Manage emergency calls such as reporting fire alarms to maintenance staff and fire department, if necessary.
• Assist with maintaining and updating the procedures manual for operating the College switchboard and alarm panels.
• Serve as radio contact between campus personnel and maintenance, housekeeping, and security personnel.
• Function as the primary receptionist for the College.
• Assist with the college vehicle, gas card, and key inventory for employees.
• Assist in maintaining the supplies and copier in the Student Services mailroom.
• Assist with student parking permits and input them in Colleague.
• Assist with the lost and found items for the College.
• Scan, index, and quality control check assigned admissions and registration documents in student’s permanent files.
• Assist students in the computer lab with online application, FAFSA, student email, and etc.
• Assist with registration activities.
• Work effectively by being able to multi-task and with frequent interruptions.
• Maintain comprehensive knowledge of Randolph Community College’s instructional programs, student services processes, events, and off-campus centers.
• Communicate accurate, comprehensive, and timely information to students, potential students, and visitors.
• Maintain a Tier 1 working knowledge of all student services areas.

Administrative

• Maintain adequate supplies of college material for the Welcome Center.
• Use computers and related software for word processing, spreadsheets, and database management.
• Assist students with student services forms (e.g., change of address form, financial aid forms, and veterans benefit forms).
• Assist with grouping/preparing financial aid, veterans affairs, and registration & records documents together for back-office staff to review and process.
• Provide clerical assistance as assigned by the Director or Assistant Director of Admissions, Records and Registration.
• Coordinate and supervise the Federal Work Study position serving in the Office of Admissions, Records and Registration, as needed.
• Assist the Director or Assistant Director of Admissions, Records and Registration with reporting processes throughout the year.
• Assist with managing student communications processes (e.g., texting, email, etc.), as needed.
• Assist with application processing (e.g., CCP applications), as needed.
• Assist with forms processing (e.g., Change of Major, Name/Address), as needed.

Customer Service

• Practice exemplary student customer service skills.
• Practice exemplary colleague customer service skills.

• Ensure that student forms are completed and signed by new students
• Inform new students of campus policies and procedures
• Advise students of best path to achieve diploma
• Evening student intake
• Proctor students testing
• Collect reports of online students weekly and monthly hours
• Enter attendance for all online students
• Call students that have not reached minimum weekly hours
• End of month closing procedure
• Register students for class
• Update shared spreadsheets for staff and instructors
• Schedule students for testing

• Responsible for food preparation
• Performed typical cashier duties; managing and counting till
• Maintained safety standards and government regulations
• Responsible for stock and truck order accounting

• Explained billing statements and helped with any issues customers may have had
• Helped customers with onsite item location
• Resolved complaints and ensured customer satisfaction
• Located packages that had not been received by the designated time
• Provided mail or email return shipment labels and refunded money
• Documented customer complaints and resolutions

• Supervised upwards of 30 team members and trained new team members
• Provided positive customer interaction and service
• Maintained high-quality products and service
• Maintained company safety standards and government regulations
• Responsible for cashier duties and safe count
• Performed nightly inventory, stock, and financial paperwork
• Monitored all service equipment
• Responsible for cleaning and prep work

• Supervised upwards of 15 team members and trained new team members
• Provided positive customer interaction and service
• Maintained high-quality products and service
• Maintained company safety standards and government regulations
• Scheduled work shifts
• Performed typical cashier duties
• Managed store safe
• Responsible for change orders, daily bank deposits, inventory, stock, and financial paperwork
• Monitored all service equipment
• Responsible for cleaning and prep work