Takilia Hasan
Chicago
Summary
Organized and dedicated Administrative Assistant 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. Reliable with experience managing front desk operations and offering general office support. Detail-oriented specialist with background coordinating scheduling and record-keeping. Efficient typing and transcription skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Illinois Tollway Call Center
06.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Remote Customer Service Representative
Agero Road side Assistace
11.2021 - 06.2024
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Made outbound calls to obtain account information.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Navigate through SRW, VDI AND AVAYA
Administrative Assistant
HCR ManorCare
11.2018 - 10.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Customer Service Representative
Staff Management SMX
05.2016 - 10.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Conducted comprehensive interviews with subjects, employers, associates, references and other individuals.
- Documented information and submitted detailed reports.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Completed human resource operational requirements by scheduling and assigning employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
Student Admissions Representative
Student Scout
01.2012 - 05.2016
- Assisted applicants with admissions packet and served as point of contact throughout admissions process.
- Helped with interview process, orientation program and implementation of admissions policies as applications were considered and members selected.
- Answered phones, called prospects and handled initial email contacts for applicants to college programs.
- Led tours of facility for potential clients and families to highlight features and benefits of membership.
Education
No Degree - Phlebotomy
BIR Training Center
Chicago, ILBachelor of Computer Information Systems - Cyber Security
DeVry University
Downers Grove, IL09-2026
High School Diploma -
Young Womens Leadership Charter School
06.2012
Skills
- Database and Client Management Systems
- Strong Organizational Skills
- Clerical Support
- Call Prioritization
- Computers and Technology
- Appointment Coordination
- Multi-Line Telephone Systems
- Critical Thinking
- Taking Messages
- Customer Satisfaction
- Excel Spreadsheets
- Administrative Support
- Quality Assurance
- Team Leadership
- Documentation and Reporting
- Staff Management
- Customer Relationship Management
Education and Training
true,other
Timeline
Customer Service Representative
Illinois Tollway Call Center
06.2024 - Current
Remote Customer Service Representative
Agero Road side Assistace
11.2021 - 06.2024
Administrative Assistant
HCR ManorCare
11.2018 - 10.2021
Customer Service Representative
Staff Management SMX
05.2016 - 10.2018
Student Admissions Representative
Student Scout
01.2012 - 05.2016
High School Diploma -
Young Womens Leadership Charter School
No Degree - Phlebotomy
BIR Training Center
Bachelor of Computer Information Systems - Cyber Security
DeVry University
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