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Yyyyyy x. yyyyyy

5112 Trinidad Street-Riverdale, MD 20737



Administrative Assistant / Call Center Representative


Two-Time Recipient of Customer Service Rep of the Month Award




  Offering extensive experience in customer-focused, service-oriented and call center environments along with solid background in administrative/office operations

  Proficient in providing business support in areas ranging from reception, human resources and project administration through documentation and information systems management

  Continually committed to providing quality customer service instrumental to generating new and repeat business, building loyalty, ensuring high satisfaction levels, and driving revenue growth

  Effective communication skills vital to productively interfacing with clients, management and staff

  Adept in prioritizing, planning, coordinating, and managing workflow to maximize productivity, boost efficiency, meet deadlines, and achieve performance goals

  Solid MS Office Suite, Outlook, Internet Explorer, and spreadsheet skills; type 50wpm accurate


Professional Experience


Customer Service Specialist/Administrative Assistant, AARP-Washington DC 2017-Current

  Apply strong leadership skills and subject matter expertise toward facilitating new hire onboarding/training

  Proficiently respond to AARP Driver Safety Instructor calls along with Instructor and Member Emails

  Effectively order driver safety course teaching materials for Instructors; additionally process Driver Safety Certificates upon participant completion of courses

  Optimize service by reporting problems trending among Instructors and participants for timely resolution


Member Service Specialist/Coordinator, National Association of Black Accountants, Inc.-Greenbelt, MD 2016-2017

  Expertly responded to phone and Email inquiries from both prospective and active members, successfully advising prospects on professional Accountant opportunities while concurrently assisting current members with needs

  Efficiently registered first-time members along with renewals and payments of established members

  Facilitated personal contact with members through follow-up phone and Email communications to ensure success and satisfaction as members of NABA, Inc. (a non-profit organization)


Visitor Assistant, Architect of the Capitol-Capitol Hill, Washington DC 2016

         As first point of contact to public at Capitol Visitor Center, delivered world-class service in expertly responding to requests and providing quality information related to facility; welcomed and assisted thousands of visitors

         Proficiently coordinated visitor tour reservations, bus arrivals, theatre loading, and special transportation arrangements to ensure efficient, quality service

         Efficiently operated equipment spanning computers, assisted listening devices, audio visual virtual touch screens, two-way radios, and coat check carousels; lifted items of up to 20 pounds, including stanchions and boxes


Contact Center/Administrative Assistant, Educational Systems Federal Credit Union-Greenbelt, MD 2015

  Effectively assisted Members with full-scope banking services and transactions ranging from opening new checking, savings or special saving accounts to transferring funds; additionally offered expert support in responding to balance inquiries, troubleshooting account discrepancies and resolving technical-related issues

  Collaborated in building business by actively consulting with clients to identify needs and capitalize on opportunities for cross-selling and/or up-selling of products and services


Inbound Call Center Rep/Administrative Assistant, Giant Headquarters-Landover, MD 2011 2015

  Delivered world-class service in advising customers on products/services and weekly promotions via direct, phone and technology-driven communications as well as processing new orders, consulting on prior orders and assisting with online card registration

  Supported optimal productivity, efficiency and quality of services and operations by effectively establishing new customer databases and updating/maintaining/reviewing/verifying client accounts

  Took the initiative to enhance performance by participating in training seminars to maintain current knowledge of new/emerging company products, policies, procedures, and computer operations




Licensed Minister

Pastoral Ministry, Trinity College of the Bible and Theological School; in progress

Business Administration Major, Washington Bible College; 2009-2011

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