Washunda Massey
Jonesboro
Summary
Detail-oriented professional with over 21 years of experience in customer service and data entry, specializing in remote call center operations and administrative services. Proven ability to improve customer support response times by over 30% and effectively manage teams of up to 15 members. Seeking a remote Data Entry Clerk position that leverages strong organizational, technical, and communication skills within a dynamic environment. Open to relocation to Morrow, GA, and authorized to work in the US for any employer.
Overview
18
18
years of professional experience
Work History
Premier Service Consultant
AT&T
09.2018 - 12.2025
- Created a seamless, one-stop experience for each customer during every interaction
- Shared accurate information about services, promotions, and products to help customers make informed decisions
- Maintained metric goals for customer retention and sales through effective communication and follow-up
- Implemented problem-solving and de-escalation strategies for multiple customer situations
- Improved customer support response time by over 30% through efficient handling of inquiries
- Managed customer accounts, exchanges, and returns with attention to detail and professionalism
- Utilized Microsoft Office, Excel, Outlook, and Teams for daily data entry and communication tasks
- Supported the largest customer support team managed (11-15 team members) in a remote environment
Administrative Assistant/Receptionist
T & R South Sanitation
04.2015 - 09.2018
- Greeted customers
- Answered customer requests and inquiries regarding billing, credit, collections, account activation, and cancellations
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved customer experience by recommending and provisioning service packages based on customer needs
- Performed data entry and account updates accurately and efficiently
- Utilized customer service and cashier skills to handle daily transactions and resolve issues
- Created and printed invoices based on bill cycle
- Managed scheduling and coordination of office activities to ensure smooth operations.
- Trained new staff on office protocols, fostering a productive work environment.
Dietary Aide/Cook
Riverdale Center
12.2007 - 08.2018
- Assisted in meal preparation, ensuring adherence to dietary guidelines and resident preferences.
- Implemented feedback from residents to improve meal quality and dining experience.
- Recorded equipment and food temperatures to meet state guidelines and maintain safety standards
- Communicated with residents to determine meal preferences and provide personalized service
- Collaborated with kitchen staff to streamline food production processes and enhance efficiency.
- Trained new dietary aides on proper food handling techniques and safety protocols.
- Acted as a liaison between residents and management, voicing concerns and feedback
- Demonstrated compassion and care, building strong relationships with residents
Education
Associate in Business - Business
Atlanta Technical College
Atlanta, GA12.2025
Skills
- Skilled in Microsoft Office suite
- Effective communication skills
- Complaint resolution
- Strategic account oversight
- Dedicated work ethic
- Strong focus on accuracy
- Customer support experience within telecommunications industry
- Customer Account Management
- Call Center
- Customer Care
- Technical troubleshooting support
- Microsoft Office Suite
- Computer skills
- Order inquiry handling
- Providing product information
- Professionalism
- Technical support
- Data entry
- Billing issue inquiries
- Quality assurance
- Microsoft Outlook
- Call center agent experience
- Professional email communication
- Phone etiquette
- Customer service
- Order processing
- Salesforce
- Managing teams in a customer support role - Largest customer support team managed (11-15 team members)
- Phone customer support
- Facilitating high school student interactions
- Team Leadership
- Organizational skills
- Customer support
- Customer returns handling
- Call Center Operations
- Microsoft Excel
- HIPAA
- Microsoft Teams
- Improving customer support response time - Customer support response time improved (More than 30%)
- Computer literacy
- Individual consumer customer service
- English
- Communication skills
- Managing customer accounts
- Customer Service Skills
- Customer issue escalation
- Medical terminology
- Handling customer exchanges
- Administrative experience
- Typing
- Cash handling
- Client relationship building
- Schedule coordination
Accomplishments
2 time Summit Winner (2018 and 2021)
Outstanding Voice of the Customer Award
Languages
English
Timeline
Premier Service Consultant
AT&T
09.2018 - 12.2025
Administrative Assistant/Receptionist
T & R South Sanitation
04.2015 - 09.2018
Dietary Aide/Cook
Riverdale Center
12.2007 - 08.2018
Associate in Business - Business
Atlanta Technical College
2 time summit winner
Outstanding Metrics for the entire organization