Summary
Overview
Work History
Education
Skills
Timeline
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Quiana Cartwright

Kansas City

Summary

Adept in 10-Key data entry, consistently converting complex issues into customer loyalty. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service and administrative tasks efficiency and satisfaction.

Overview

11
11
years of professional experience

Work History

Administrative Assistant

Jackson County
05.2024 - Current
  • Answer inbound calls to assist Jackson County residents with inquiries regarding Real Estate and Personal Property taxes
  • Utilized verbal communication skills via the phone
  • Utilized computer navigation skills

Mobile Chat Agent

Charter Communications- Spectrum
03.2020 - 05.2024
  • Answer incoming chats to troubleshoot Kansas City, KS mobile device services
  • Help customers with bill payments/questions
  • Educate of cellular services, fees, coverage, etc
  • Activate new mobile devices.
  • Proficient in using multiple software applications to effectively troubleshoot customer issues.
  • Utilized active listening techniques to gain complete understanding of customer needs.
  • Recorded all interactions accurately in the appropriate database system.
  • Utilized strong analytical skills when identifying solutions to technical problems.
  • Displayed strong organizational skills by managing multiple chat conversations simultaneously.
  • Performed detailed research on complex customer inquiries.

Customer Care Representative

JCPenney Logistics
03.2018 - 01.2020
  • Inbound calls to assist customers with order placement, order status, etc
  • Answer questions regarding shipping pricing, return policy
  • Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.
  • Processed customer orders accurately and efficiently.
  • Resolved customer service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.

Receptionist

H&R Block
01.2018 - 04.2018
  • Assure clients are comfortable while they wait.
  • Greeted visitors warmly and ensured they had a positive experience.
  • Handled cash and credit card payments with accuracy.
  • Answered phones professionally in accordance with organizational protocols.
  • Assisted with administrative tasks such as filing documents, copying materials.
  • Kept reception and common areas clean and tidy, removing trash and straightening magazines and couches.

Customer Service Representative

Office Team
10.2016 - 02.2018
  • Process order corrections and replacements when products have been received damaged or not received at all.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Developed strong customer relationships and loyalty through effective communication.
  • Performed data entry tasks accurately and in a timely manner.

Telesales Representative

Sprint
10.2015 - 07.2016
  • Answered Inbound calls regarding new service set-up, upgrades to current accounts, and assisted with billing questions all while accessing account information in a secured environment
  • Routed customer calls to proper departments for assistance
  • Handled disgruntled customers with excellent customer service skills and investigated account activity to make sure the client was receiving the best service.

Store Manager

Ace Cash Express
03.2015 - 08.2015
  • Processed customer loans by following company policy and procedures on each transaction.
  • Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds.
  • Provided leadership and motivation to team members to increase productivity and efficiency within the store.
  • Oversaw day-to-day store operations to foster efficient and profitable operations.
  • Mentored new employees on store policies and procedures while providing guidance and support in their roles.
  • Managed inventory levels by ordering stock as needed, tracking sales trends, and adjusting orders accordingly.
  • Created weekly work schedules to meet staffing needs while controlling labor costs.

Education

Diploma -

J. C. Harmon High School

Skills

  • Communication skills

  • Customer service

  • English

  • Typing

  • Phone etiquette

  • Administrative support

  • Data entry

  • Computer skills

  • Office administration

  • Computer proficiency

  • Filing

  • Scheduling

  • Documentation and recordkeeping

Timeline

Administrative Assistant

Jackson County
05.2024 - Current

Mobile Chat Agent

Charter Communications- Spectrum
03.2020 - 05.2024

Customer Care Representative

JCPenney Logistics
03.2018 - 01.2020

Receptionist

H&R Block
01.2018 - 04.2018

Customer Service Representative

Office Team
10.2016 - 02.2018

Telesales Representative

Sprint
10.2015 - 07.2016

Store Manager

Ace Cash Express
03.2015 - 08.2015

Diploma -

J. C. Harmon High School

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Quiana Cartwright