Customer Service Representative

Marilyn Muhammad

Washington, DC

Email: ad9t80@r.postjobfree.com

Phone: +1-202-***-****

Summary

Results-driven administrative and customer service professional with over 15 years of experience. Demonstrated success in enhancing customer satisfaction, resolving complex issues, and supporting executive-level management. Adept at multitasking and utilizing various software applications while maintaining a positive and empathetic approach in all interactions.

Skills

Security/Facility Management: Provided leadership, interview, hire and train 3 security backup staff each year and evaluate performance. Plan and organize daily assignments, operate switchboard, greet visitors, monitor and inspect security equipment, activate and deactivate suite and building access. Successfully resolve conflict between employees and visitors. Liaison: work with property management/staff, contractors, and emergency responders.

Customer Support: Always maintaining a positive, empathetic, and professional attitude toward customers, acknowledging and resolving complaints, upselling product services, keeping a track record of customer interactions, and providing exemplary service.

Technology Proficiency: Skilled in Salesforce, MS Office Suite (Word, Excel, PowerPoint, Outlook), MS Teams, and Property Management Software (Yardi, Entrata, Building Links, Active Links), SAP Concur, and Oracle Procurement software

Administrative Expertise: HR functions including recruitment, coordinated interviews, creating offer letters, ordering IT equipment, assigned parking passes, assigned seats, assembled/provided new hire kit. Accounts payables, vendor/supplier management, and office management

Decision Making: Independently make decisions for space planning, event planning, office moves, apartment moves, meetings, catering, facility, and security to ensure the office ran smoothly and employees were secure.

Creativity and Organization: Spearheaded committee meetings and on-site/off-site events. Partnered with the facilities vice president and property management on emergency evacuation testing, onsite security management, contractor management, office refresh, and buildouts

Conflict Management: Successfully resolve conflicts in areas of clients, residents, security, contractors, suppliers, vendors, and peers.

Interpersonal Communication: Confidently demonstrate open-mindedness and build trust. Orchestrated written and verbal skills to communicate clearly and respectfully with colleagues, clients, and contractors.

Time Management: 15+ years of experience multitasking, managing and maintaining assignment deadlines, setting priorities, and demonstrating strong follow-up.

Work Experience

Customer Service Representative and Resolutions III

TDB Communications, Inc.

Washington, DC

January 2021 to January 2024

Maintain customer service practices and respond to customer inquiries quickly and thoroughly. Handle 50+ customer interactions daily using Genesys Call Center or Google Workspace software.

Converse with claimants from diverse cultures daily. Provide a high level of respect and exemplify active listening, empathy, and patience.

Document In/Outbound calls into SalesForce, DOCS, and WEBS systems simultaneously. Communicate with the team through email, Live Chat, MS Teams, and Zoom.

Ensure legal compliance by following company policies, procedures, guidelines, and state/federal insurance regulations.

Deescalate and resolve high-pressure escalation with empathy and active listening resulting in increased loyalty.

Email forms and links for quick turnaround using MS Word and upload documents into the UIDMS system.

Manage data to ascertain compliance with eligibility criteria for economic assistance. Create inquiries populating the SalesForce database and WEB’s application to facilitate future clarifications.

Process and review new unemployment insurance claims and cultivate effective fact-checking to determine eligibility. Enhanced customer satisfaction by promptly addressing concerns and providing accurate product knowledge

Deliver fast, friendly, knowledgeable service resulting in increased loyalty and repeat business.

Improve operations by working with team members and customers to increase customer satisfaction.

Residential Concierge

InterSolutions Inc.,

Washington, DC

December 2018 to January 2021

Service 365 residents. Create an atmosphere of hospitality and professionalism, accommodating special requests, quickly resolving concerns, and scheduling excursions when possible. Earned positive reviews and was reliably recognized for productivity, performance, and positive attitude.

Coordinate 40+ building move-in/move-out and relocations. Research calendar availability for conference space, parties, and freight elevator. Organize building events, execution, and breakdown. Digital advertises vacant living spaces on social media.

Populate package logs and perform nightly audits. Property management software expertise in Yardi, Building Links, Entrata, and Active Links software.

.

Administrative Assistant III, Human Resources and Security Management

GE Healthcare Financial Services

Aug 1, 1999 – Dec 1, 2018

Perform background reference checks, coordinate interviews, onboard/offboard employees, and coordinate new hire orientation. Led various human resource committees and projects. Process executive expenses, travel arrangements, and invoices using Concur software. Process executive subscriptions, license renewals, continuing education requirements, membership renewals, and providing business administration support.

Coordinate corporate regional conferences and off-sites. Set up site-to-site video conference calls to streamline business operations. Supervise front desk coverage and process express mail.

Partner with the marketing manager on ad hoc human resource projects. Coordinate training and mid-year review meetings. Produce marketing reports, assemble event giveaways, and process mailings for the Chief of Marketing campaigns and events.

Managed Office Operations, Supplies & Records: Utilized Oracle Procurement data entry for office supply management. Organized, updated, and maintained physical and digital filing systems for the Human Resources and Litigation departments.

Security/Facility Management: Acted as the on-site facility and security manager, fostering customer relation management. Created, submitted, and tracked maintenance requests, inspected office floors for repair needs; onboarded new vendors/suppliers; and processed invoices into the data entry system. Enhanced customer satisfaction effectively resolving issues. I worked with property management and contractors on office build-outs, renovations, and interoffice moves. Attained contractor insurance certificates, ordered office furniture, and coordinated meetings. Emergency Response & Security Supervisor: Co-Captain of the Emergency Response Team. Trained and supervised security officers, created visitor badges, assigned parking, and managed office security equipment.

Best Security Training and Associates

Temple Hills, MD

Certified Unarmed Security Officer, Registered by Virginia DCJS

2024

American Red Cross

Certified Adult and Pediatric First Aid/CPR/AED

9/1/2024 - 9/1/2026

Stamford High School

Stamford, CT

9/1981 - 06 /1986

Diploma

Computer Processing Institute

Bridgeport, CT

1986 – 1987

Certificate, Office Information Systems, Administration, and Word Processing

September 1986-June 1987

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