Naarah Drake
Vicksburg
Summary
Service-driven Psychology graduate with a strong background in student support, remote communication, and CRM systems. Seeking to contribute to the University of Medicine and Health Sciences as an Admissions Outreach and Engagement Specialist by delivering timely, empathetic, and organized engagement with prospective students. Known for building rapport quickly, resolving concerns with clarity, and maintaining detailed records in fast-paced environments. Fast learner available immediately to bring a proactive mindset and versatile skillset to any team.
Professional with comprehensive experience in front office operations, adept at managing high-volume environments with efficiency and poise. Known for strong communication skills, organizational abilities, and keen attention to detail. Collaborative team player focused on achieving results and adapting to changing needs seamlessly. Proficient in scheduling, customer service, and administrative support, ensuring smooth daily operations.
Overview
10
10
years of professional experience
Work History
Receptionist
Drake & Colenburg Law
05.2023 - Current
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Assisted visitors by providing information about services, amenities, and local attractions.
- Coordinated appointment scheduling for staff, optimizing office workflow and client interactions.
- Handled incoming calls promptly, directing inquiries to appropriate departments and personnel.
Customer Service Representative
Sutherland Global
05.2023 - 01.2024
- Handled 50+ inbound customer interactions daily via phone, email, and chat, maintaining a 95% satisfaction rating
- Achieved average handle time 15% below target through efficient call scripting and active listening
- Managed case documentation in Salesforce CRM, reducing resolution time by 30%
- Collaborated with technical and billing teams via Slack and Microsoft Teams, improving first-contact resolution by 12%
- 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
Resident Assistant
Alcorn State University
05.2016 - 03.2020
- Facilitated community-building initiatives to promote inclusivity and positive resident relationships
- Mediated peer conflicts and provided guidance to resolve interpersonal issues respectfully
- Conducted regular safety checks and reported maintenance concerns to housing staff
- Served as first point of contact during emergency situations, ensuring timely response and communication
- Planned and executed educational, social, and wellness programs to enhance student engagement
- Maintained accurate duty logs and incident reports in compliance with university policies
- Promoted awareness of campus resources including counseling, academic support, and health services
- Led floor meetings to communicate housing updates, policy reminders, and event announcements
- Supported new student transitions by answering questions and offering campus navigation tips
- Collaborated with fellow RAs and supervisors to improve residential life programming
- Encouraged responsible behavior and upheld university conduct standards through peer accountability
- Participated in ongoing training sessions focused on diversity, crisis management, and leadership development
Education
Bachelor of Science - Psychology
Alcorn State University
Lorman, MS12.2020
Master of Science - Early Childhood Care And Education
Jackson State University
Jackson, Mississippi, MS12-2025
Skills
- Client relationship management
- Operations & Inventory Management
- Virtual & In-Store Sales Support
- Remote Team Collaboration
- Conflict Resolution & Communication
- Time Management & Multitasking
- Dependability & Punctuality
- Student Engagement & Support
- CRM Systems: Salesforce, Slack
- Microsoft Office Suite, Google Workspace, Zoom, Teams
- Conflict Resolution & Empathetic Listening
- Adaptability in Remote Environments
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
LANGUAGES
English
Native
Timeline
Receptionist
Drake & Colenburg Law
05.2023 - Current
Customer Service Representative
Sutherland Global
05.2023 - 01.2024
Resident Assistant
Alcorn State University
05.2016 - 03.2020
Bachelor of Science - Psychology
Alcorn State University
Master of Science - Early Childhood Care And Education
Jackson State University