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Valencia R. washington

Customer Relations/Support | Business Operations

Summary

Highly efficient Customer Support Manager with over 14 years of customer service experience for public utilities provider where I managed a staff  of 8 Customer Support Professionals while overseeing customer services operations to ensure daily business flowed with exemplary feedback. 

  • Customer focused
  • Exceptional leadership skills
  • Proficiency to delegate tasks effectively
  • Avid problem solving with the ability to bring forth satisfactory results

Work History

Apr 2013Present

Security Officer

Securitas Security, Inc.- Atlanta, GA.

Monitor and enforce overall security of industrial and commercial properties.

  • Monitor and authorize entrance and departure of all employees, visitors and vendors
  • Patrol property to detect signs of intrusion
  • Utilize CCTV as a monitoring device 
  • Adhere to alarms and investigate all disturbances
  • Implement daily property reports of activity and irregularities (equipment/property damage, theft, presence of unauthorized individuals or unusual occurrences) 

Key Achievements:

  • Trained 7 groups of security officers in effective patrolling, monitoring and use of surveillance equipment.
  • Successfully detect and properly create daily reports of suspicious activity 
Dec 2013Present

Banquet Server 

Carol Parks Catering - Atlanta, GA.

Provide 1 stop shop culinary innovation with superior customer service.

  • De-tarnish/Polish silver, and clean all spotted silverware for proper appearance standards.
  • Clean and pressed table linens, clean china, and clean spotted glassware
  • Re-Stock clean utensils and utility/service wear in the appropriate storage areas.
  • Clean and maintain all machinery and equipment
  • Clothing, fluffing and set dining tables and buffet stations according to guest specification
  • Clean and fill table complements (e.g.salt and pepper, sugar, etc.
  • Providing attentive guest service throughout the entire function.
  • Clean station areas & mop entire kitchen (or back of the house work/break area) as needed throughout and at the end of shift.
  • Remove all waste material from kitchen and back of the house/break areas, including cardboard and properly dispose of it in the appropriate receptacles.

Key Achievements:

  • Anticipate guests’ needs continually and fulfill them appropriately
  • Successfully lead new hires in implementing operational strategies to effectively flow through events 
Aug 1999Jan 2013

Customer Support Manager

Cobb Energy Management, Corp- Marietta, GA.

Managed daily customer service, account setup , and bill payment for public utilities company . Receives request for quotations, orders and lead times from customers and responds to customer questions, concerns and inquiries. Makes quotes on standard items, writes orders and relays pertinent order information to customers. Coordinates with other departments in handling purchase orders and providing service to customers.

  • Effectively communicating with customers via email and telephone
  • Respond in a timely manner to customer requests for service and assistance.
  • Manage account creation for new service
  • Strong data entry skills, with an emphasis on accuracy with high attention to details
  • Ensure that new accounts match billing system
  • Excellent knowledge of Contact Relations Management (CRM) systems; Internet software, order processing systems as well as spreadsheet and word processing software.
  • Process changes to billing settings
  • Research and respond to billing inquiries
  • Work directly with IT to resolve any billing errors 
  • Ability to analyze and reconcile account discrepancies
  • Process credit memos and resend any updated invoices
  • Effectively respond to billing issues and concerns
  • Above average written communication and reasoning skills with the ability to write clearly and informatively.
  • Agility to adapt to an evolving, and fast-paced environment
  • Possess strong time-management skills with the ability to delegate tasks
  • Highly proficient in Microsoft Office 2010 (Word, Excel, Access, Outlook, PowerPoint, Powerpoint), QuickBooks, Oracle, SAP, Sharepoint, and Internet research 

Key Achievements:

  • Honored with “Employee of the Year” award in recognition of strong performance and dedication to productivity and customer relations.
  • Commended for consistently detecting and bringing resolution to account errors quickly and tactfully.

Education

19941996

Cosmetology

Atlanta Area Technical College

3.57 GPA

19861991

Fredrick Douglas High

College Prepatory

3.3 GPA

Outstanding Awards

20042005

Outstanding Customer Service

Cobb EMC.
19952005

10 yrs of Employment Award

Cobb EMC

References

Available upon request