ASYA LOCKHART
Jonesboro,GA
Summary
Highly motivated Remote Customer Support Specialist with over five years of experience delivering exceptional customer service through email, chat, and administrative support. Skilled in leveraging CRM platforms, optimizing workflows, and providing tailored solutions to meet customer needs. Known for excellent problem-solving, strong attention to detail, and a proactive approach to maintaining customer satisfaction in fast-paced, remote environments.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
CPO Outlets, Essendant
10.2022 - Current
- • Supported over 50+ customers daily via live chat and email, addressing inquiries, troubleshooting issues, and ensuring prompt resolutions with a 95% satisfaction rating.
- • Documented detailed case notes and resolutions in the CRM system, contributing to streamlined team workflows and reduced response times.
- • Conducted post-resolution follow-ups, enhancing customer loyalty and identifying improvement opportunities for products and services.
- • Maintained up-to-date knowledge of company policies and product updates, allowing for accurate and efficient customer interactions.
- • Assisted in onboarding and cross-training team members to ensure consistent service delivery during peak periods.
Administrative Assistant
RLA Payroll Services
04.2019 - 10.2022
- • Managed client email correspondence, ensuring inquiries and requests were addressed promptly and professionally, resulting in a 20% increase in client retention.
- • Developed and maintained databases and spreadsheets to track payroll processing and client information with 100% accuracy.
- • Scheduled meetings and coordinated calendars for internal teams, improving scheduling efficiency by 30%.
- • Streamlined document filing and retrieval processes, reducing administrative time by 15%.
- • Handled confidential data securely, ensuring compliance with organizational policies and standards.
Administrative Assistant
Security Innovations
06.2017 - 02.2019
- • Responded to high-volume email inquiries, providing timely and effective solutions while maintaining a professional tone.
- • Prepared detailed reports, presentations, and meeting notes for leadership, improving decision-making processes.
- • Organized and maintained executive schedules, ensuring timely execution of tasks and priorities.
- • Designed and implemented a digital filing system, increasing team efficiency by 25%.
- • Analyzed data to create actionable insights for performance improvement, supporting organizational goals.
Education
Bachelor of Arts - Business Administration
Strayer University
Atlanta, GA05.2024
High School Diploma -
Mundy's Mill High School
Jonesboro, GA05.2011
Skills
Customer Support & Issue Resolution: Expertise in handling inquiries, resolving escalations, and ensuring customer satisfaction across non-phone communication channels (email, live chat)
Technical Proficiency: Advanced knowledge of CRM systems (Salesforce, Zendesk), MS Office Suite, and Google Workspace for data management and reporting
Data Management & Documentation: Proven ability to maintain accurate customer records, generate reports, and streamline processes for efficiency
Process Improvement: Skilled in identifying workflow bottlenecks and implementing solutions to enhance operational performance
Adaptability: Adept at working independently in remote roles while meeting deadlines and maintaining high-quality output
Timeline
Customer Service Representative
CPO Outlets, Essendant
10.2022 - Current
Administrative Assistant
RLA Payroll Services
04.2019 - 10.2022
Administrative Assistant
Security Innovations
06.2017 - 02.2019
High School Diploma -
Mundy's Mill High School
Bachelor of Arts - Business Administration
Strayer University
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