Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
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Sernesha Burston

Sernesha Burston

Atlanta

Summary

Multi-talented skilled professional with 4 years of experience in customer relationship management, system administration, operational support and business development. Demonstrates strong leadership and organizational skills, consistently enhancing operational efficiency and client satisfaction. Adept at senior leadership, customer retention, and driving revenue growth through tailored solutions. Over 10 years of experience in customer service and everything I touch is destined for GREATNESS. I am striving for career growth in new career sectors. Thank you for the time reading my detailed resume.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Executive Administrative Assistant

GLOBAL WORLDWIDE
Atlanta
02.2017 - 09.2024
  • Coordinated executive schedules, optimizing productivity through efficient calendar management
  • Provided administrative support, improving client response times and satisfaction
  • Maintained business relationships, ensuring long-term client retention.
  • scheduled meetings, conferences, travel arrangements, and personal appointments.
  • Developed filing systems to maintain confidential records of personnel information and business activities in accordance with company policies
  • Answered incoming telephone calls promptly and professionally; transferred calls appropriately; responded to inquiries in a timely manner.
  • Managed incoming mail by sorting out items that needed immediate attention or forwarding it on to the appropriate department/individual

Banquet Manager

Burston With Flavors LLC
Atlanta
03.2020 - 10.2023
  • Managed inventory, menus, event setup, and decorations for various functions
  • Hired and supervised skilled professionals
  • Developed and implemented cost control systems to ensure efficient use of resources while maintaining high standards of product quality.
  • Maintained a safe working environment by adhering to all health and safety regulations.
  • Provided leadership and direction to banquet staff in order to maintain a high level of quality to customers.
  • Monitored attendance records, payroll costs, staffing levels, inventory levels, income projections.

Customer & Technical Support Specialist

Allconnect, Inc
Atlanta
02.2019 - 12.2022
  • Handled up to 200 inbound calls per shift, ensuring accurate customer information verification
  • Delivered exceptional customer service, enhancing client satisfaction
  • Worked closely with clients to identify their needs, offering tailored solutions.
  • Provided comprehensive technical support to customers via telephone, email and chat.
  • Installed and configured hardware, software
  • Served as first point of contact for incoming technical service calls and emails.
  • Provided product recommendations based on customer needs.
  • Processed orders for customers over the phone.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Utilized a computer system to track customer accounts and update order information.
  • Assisted in training new call center staff members
  • Identified opportunities to cross-sell additional products and services to existing customers.
  • Demonstrated excellent listening skills while interacting with customers via telephone or email.
  • Reviewed daily performance metrics such as average wait time, number of calls answered.

Tech Consultant

Target
Atlanta
04.2017 - 10.2020
  • Directed daily tech department activities, ensuring seamless transactions and superior customer service
  • Oversaw daily tech transactions, providing technical support and addressing customer inquiries.
  • Provided technical consultation services to clients regarding software, hardware and networking solutions.
  • Performed system upgrades, patching and troubleshooting on a variety of platforms.
  • Assisted customers with installation, configuration and usage of IT products and services.
  • Coordinated with vendors to ensure proper delivery of goods and services.
  • Trained personnel on the use of new technologies or enhanced features of existing technologies.
  • Resolved customer complaints by investigating problems, developing solutions and making recommendations to management.

Education

High School Diploma -

Penn Foster Academy
Scottsdale, Arizona
11.2019

Skills

  • Customer Service
  • Hospitality
  • Sales
  • Word
  • Microsoft Office
  • Communication skills
  • Computer Skills
  • Inside Sales
  • Upselling
  • Presentation skills
  • Typing
  • Leadership
  • Social media management
  • Negotiation
  • Relationship management
  • Front desk
  • Marketing
  • Banquet experience
  • Customer relationship management
  • Sales management
  • Business development
  • Supervising Experience
  • Security
  • Customer support
  • Documentation review
  • Conflict management
  • Time management
  • Microsoft Outlook
  • Outside Sales
  • Microsoft Powerpoint
  • Sales administration
  • System administration
  • Project Management
  • Pricing
  • Debt Collection
  • Customer Retention
  • Order Processing
  • Account Management
  • Promotional support
  • Goal Setting
  • Schedule mastery
  • Calm and Professional Under Pressure
  • Reliability
  • Senior leadership support
  • Billing Adjustments and Refunds
  • Report Generation
  • Team building
  • Professional telephone etiquette
  • Call Metrics
  • Administrative and Office Support
  • Issue and Complaint Resolution

Certification

  • Serve Safe, 10/01/22, 10/31/25
  • General Hospitality Safety Training, 03/01/24, 03/31/24
  • Active Shooter Training, 03/01/24, 03/31/24
  • Harassment Prevention For Employees
  • Anti-Human Trafficking Training

Assessments

  • Sales skills, Proficient, 08/01/21
  • Influencing and negotiating with customers, Proficient, 08/01/21
  • Manufacturing fit, Proficient, 10/01/21
  • Customer service, Proficient, 07/01/21
  • Attention to detail, Proficient, 04/01/22
  • Work motivation, Proficient, 07/01/21
  • Data entry: Attention to detail, Proficient, 01/01/22

Timeline

Banquet Manager

Burston With Flavors LLC
03.2020 - 10.2023

Customer & Technical Support Specialist

Allconnect, Inc
02.2019 - 12.2022

Tech Consultant

Target
04.2017 - 10.2020

Executive Administrative Assistant

GLOBAL WORLDWIDE
02.2017 - 09.2024

High School Diploma -

Penn Foster Academy

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Sernesha Burston