Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kaniya Hurst

Administrative Assistant
Bolingbrook

Summary

Organized and dedicated candidate with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

10
10
years of professional experience
7
7
years of post-secondary education

Work History

Member Service Representative

Sun Life
05.2024 - 10.2024
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Handled large volume of calls every day with positive attitude and focused on customer satisfaction.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Contributed to the development of internal resources such as FAQs, product guides, and training materials.
  • Participated in ongoing training programs, staying up-to-date on industry trends and best practices in customer service.
  • Collaborated with team members to achieve department goals and maintain high levels of performance.

Customer Service Representative

Enova International
05.2023 - 07.2024
  • Responded to customer requests for products, services, and company information.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Collector

Enova International
10.2022 - 05.2023
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Achieved performance goals on consistent basis.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Evaluated, researched and resolved discrepancies.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Mail Handler

United States Postal Service, USPS
11.2018 - 01.2021
  • Helped customers picking up and dropping off packages
  • Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Used automated mail processing equipment to sort and collate mail.
  • Assembled, sealed and loaded packages into correct trucks.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Prepared pallets of boxes for easy transportation between customer and storage locations

Customer Service Associate

Western Illinois University
10.2015 - 04.2018
  • Inspected equipment and facilities for signs of wear or damage impacting safety.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Carried out day-day-day duties accurately and efficiently.
  • Monitored company inventory to keep stock levels and databases updated.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Processed payments and contracts on accounts.
  • Handled 45 outbound and inbound calls daily with goal of collecting owed debt.

Clerical Administrative Assistant

Accenture
10.2014 - 08.2015
  • Worked with varied technology.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Coordinated travel arrangements by booking airfare, hotel and ground transportation.
  • Created detailed expense reports and requests for capital expenditures.
  • Executed record filing system to improve document organization and management.

Education

Some College (No Degree) -

Western Illinois University
Macomb, IL
08.2015 - 05.2018

High School Diploma -

Muchin College Prep
Chicago, IL
08.2011 - 06.2015

Skills

    MS Office 365

    Written Communication

    Teamwork and Collaboration

    Creative problem solving

    Administrative support

    Dependable and Responsible

    Office administration

    Call center experience

    Account auditing

Accomplishments

  • Women's mentoring program
  • Proficient with the use of Office 365
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

Member Service Representative

Sun Life
05.2024 - 10.2024

Customer Service Representative

Enova International
05.2023 - 07.2024

Collector

Enova International
10.2022 - 05.2023

Mail Handler

United States Postal Service, USPS
11.2018 - 01.2021

Customer Service Associate

Western Illinois University
10.2015 - 04.2018

Some College (No Degree) -

Western Illinois University
08.2015 - 05.2018

Clerical Administrative Assistant

Accenture
10.2014 - 08.2015

High School Diploma -

Muchin College Prep
08.2011 - 06.2015

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Kaniya HurstAdministrative Assistant