Administrative Professional Resume
|Desired Industry: Secretary/Admin. Assistant/Receptionist
|Desired Job Location: Kennesaw, Georgia
||Date Posted: 7/22/2015
|Type of Position: Full-Time Permanent
||Availability Date: 2 Weeks
|Desired Wage: $45K
||U.S. Work Authorization: Yes
|Job Level: Experienced with over 2 years experience
||Willing to Travel: Yes, More Than 75%
|Highest Degree Attained: Other
||Willing to Relocate: No
SPRINT, Atlanta, GA, 2006 to Present
Business Customer Service Technical II
Recruited to the Business Service Assurance Department
working with a team of six representatives. Manage
opened trouble tickets for a large volume of business
customers, communicate status and work with Telco to
escalate as necessary. Handle inbound and outbound calls for
busy call center environment; previously averaged 60 per day.
**Consistently meet department metric goals for adherence
**Surpassed “Not Ready” goal of less than 20% for previous
years and currently. Demonstrate excellent multitasking
skills while remaining available for all calls.
**Exceed trouble ticket goal of 45 per day and often manage
over 60 on busiest days.
**Awarded MVP and nominated by supervisor for several “I
Recognize” awards every year.
AJILON COMMUNICATIONS, Alpharetta, GA, 2000 to 2005
Help Desk Analyst/Customer Service
Brought on board by previous supervisor at Nextel to assist
with large government accounts based in the U.K. Managed a
high volume of inbound calls. Provided customer billing and
**Served as the first point of contact for customer support
and immediately resolved issues efficiently.
**Instrumental in dispatching trouble tickets to vendors in a
timely manner and in meeting all deadlines.
**Recommended by department supervisor to assist project
manager with a high-level government project.
NEXTEL COMMUNICATIONS, Duluth, GA, 1997 to 2000
Lead Customer Service Representative
Acted as first point of contact for customer inquiries and
concerns regarding billing, credit, phone and technical issues.
Provided in-depth product and service information in addition
to guidance on web-based tools.
**Promoted to “Lead” position in nine months and offered
supervisory role after a year and a half.
**Successfully resolved issues for irate customers and
conducted extensive follow-up. Turned around perception
of the company which resulted in contract renewals.
**Received more than 100 inbound calls daily and often
exceeded metric goals.
**Honored with two cash awards for meeting service and
SHORTER UNIVERSITY, Marietta, GA, Associate of Science
Degree: Business Administration, 2013
*Building Customer Relationships
*Help Desk Support & Troubleshooting
*Peer Training & Mentoring
*Excellent Documentation Skills
*Microsoft Word, PowerPoint & Excel
*Revered as a valued asset for one of the top telecommunications
companies in the world. Poised to utilize over 15 years of
transferable customer service and technical skills.
*Earned distinction for business professionalism; consistently
demonstrating the ability to adapt to any situation, working
with various personalities and remaining focused under
strenuous and competing demands.
*Recognized for dependability and efficiency. Excellent
attendance record with current employer of nine years.
*A top performer with a stellar track record of meeting
deadlines, exceeding performance goals and metrics.
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