This document is a resume for McKenzie K. Wright. It summarizes her professional experience as a team lead and administrative assistant for ICF International in Martinsville, VA, as well as a research technician and customer service representative for other companies. Her skills include Microsoft Office proficiency, time management, and strong problem solving abilities. She has a Bachelor's degree in Psychology from Keiser University and provides three references.
This resume displays my capabilities, ambition, and my success thus far. I am looking to further advance my career into mid-senior level marketing/management/finance positions. Please send any relevant positions in my direction.
This resume displays my capabilities, ambition, and my success thus far. I am looking to further advance my career into mid-senior level marketing/management/finance positions. Please send any relevant positions in my direction.
Driven Executive Assistant adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency and achieve organizational objectives. Administrative professional possessing a strong desire to learn and grow professionally. Proficient in MS Office. Persuasive speaker and negotiator. Personal Trainer skilled at motivating and coaching clients to meet personal health and fitness goals. Excellent interpersonal and time management skills.
A dedicated, results-oriented business professional that is capable of managing multiple projects at once. Great ability to communicate clearly and concisely. Great ability to establish and maintain effective relationships with clients, employees and management. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Expertise in handling escalated situations. Resolve complaints and concerns at first point of contact. Great listening skills, very dependable, reliable and organized. Works well independently, or as part of a team and always lead by example: excellent team leadership and supervision skills.
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McKenzie K. Wright
105 Providence Lane
Martinsville, VA 24112
Home: (276) 957-1608
Cell: (276) 806-1323
Mckenziekwright82@gmail.com
Professional Summary
Dedicated and focused team lead and administrative assistant who excels at prioritizing, completing
multiple tasks simultaneously and following through to achieve project goals. Professional seeking a role
of increased responsibility and authority while gaining knowledge and skills that will allow advancement
opportunities.
Core Qualifications
Skills
Seasoned professional whose honesty and integrity provide for effective leadership and optimal
business relationships.
Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and
coaches employees to meet high performance standards.
Personable professional whose strengths include cultural sensitivity and an ability to build rapport
with a diverse workforce in multicultural settings.
Energetic performer consistently cited for unbridled passion for work, sunny disposition, and
upbeat, positive attitude
Highly motivated self-starter who takes initiative with minimal supervision.
Energetic performer consistently cited for unbridled passion for work, sunny disposition, and
upbeat, positive attitude
Highly motivated self-starter who takes initiative with minimal supervision.
Microsoft Office Proficiency
Excel Spreadsheets
Results-Oriented
Self-Directed
Meticulous Attention To Detail
Time Management
Professional And Mature
Resourceful
Dedicated Team Player
Understands Grammar
Schedule Management
Self-Starter
High Customer Service
Standards
Employee Relations Specialist
Service Solutions Expert
Strong Problem Solving
Ability
Troubleshooting Skills
Telecommunications
Knowledge
Social Media Proficiency
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Experience
ICF International
Martinsville VA
March 2015 to ICS Team Lead
March 2016
ICF International
Martinsville, VA
June 2011 to ICS Research Technician
March 2015
Assists with the creation of training documents for new
hire training
Actively receives phone calls during peak and
promotional season
New hire on-boarding training and assimilation
Assign inventory
Handle social media and email accounts for furniture
client during duration of contract
Process exchanges and returns for furniture client
Process computerized applications for energy efficient
rebates
Quality control applications for other agents for
coaching and quality purposes per client requirement
Maintain staffing level agreements based on client expectations
based on volume of calls received per day
Maintain staffing according to volume of calls received per day
Coach agents in order to help them achieve their best potential
Assists with the creation of training documents for new hire training
Receives phone calls to assist team during peak and promotional
season
New hire on-boarding training and assimilation
Assign inventory
Coach agents in order to help them achieve their best potential
Time sheet and agent utilization completed daily for agents on team
Escalate team issues for resolution
Monitor team quality
Time sheet and agent utilization completed daily for agents on team
Quality control monitoring of calls
Because of hard work and dedication to team was honored as
'Employee of the Month'
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Startek, Inc.
Collinsville, VA
September 2005 to Business and User Care Customer Service Representative
June 2011
New Roads Customer Service Representative
August 2002 to
September 2005
Take incoming calls for AT&T Business End User Care
o Calls included
o Bill assistance
o Troubleshooting
Cell phones/PDAs/smartphones
o Discussion & comparison
Rate plans
Billing options
o Placing orders for new phones
o Creating credits for errors in billing
o Updating customer billing info, etc.
Escalation Specialist
o Assist with tenured agents by answering questions & taking
escalated calls
Domestic & International Traveling Floor Support
o Selected from existing floor support to travel to new site to
assist with new hires about to become customer care
representatives
Customer Experience Coach
o Coached representatives with below average scores to help
boost first call resolution, build confidence, & go over
company guidelines & expectations for call flow
o Generate and create reports based on agents current call quality
for operation managers to review and file for later coaching of
agent
Call coach – Listened to recorded and live calls for agents in training
environment prior to being promoted full time agent. Ensured
information being provided to customer was accurate according to
client policy and procedure
Accepted & received incoming calls for customer’s
wanting to place order for companies with catalogs
delivered to their homes, answered questions regarding
orders already processed as well as order status
Monitored multiple databases to keep track of all company
inventories.
Collected customer feedback and made process changes to
exceed customer satisfaction goals.
Demonstrated mastery of customer service call script
within specified timeframes.
Provided accurate and appropriate information in response
to customer inquiries.
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Education
2013 to 2016 Keiser University (eCampus) Fort Lauderdale, FL
Bachelor of Science: Psychology
3.83 GPA
Graduated Magna Cum Laude
References Jennifer Malcolm
ICF International Analyst in Jackson,MI
Phone: (517)-366-9990
Email: JACMalcolm@gmail.com
Thomas Stokes
Former Owner & Proprietor of GT Natural Nail Clinic in
Martinsville, VA
Phone: (276) 252-2785
Email: gtnnc@hotmail.com
Quierra Pettie
ICF International Special Reports Team in Martinsville, VA
Phone: (434) 987-4412
Email: quierra.pettie@icfi.com
Amanda D. Zapata
ICF International Trainer Martinsville, VA
Email: Amanda.davis@icfi.com