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Summary

Overview

I have administrative experience in corporate office environments with experience in roles requiring a high degree of trust, sensitive materials and confidentiality. I am seeking a position that will allow me to fully utilize my strong communication, organizational, and problem solving skills with the opportunity for increased responsibility.  I am often recognized for my professionalism, follow-up, and attention to detail while managing to meet the needs of many stakeholders.

Work experience

Feb 2014May 2015

Customer Service Representative 

First Energy Corporation
  • Answered calls and responded to emails quickly and accurately, handled customer inquiries via inbound calls, email and fax.
  • Managed and resolve customer complaints, and performed follow-up customer calls when necessary.
  • Processed orders, forms and applications, and escalated priority issues.
  • Followed all government regulatory and Federal Energy Regulatory Commission requirements and regulations.
  • Maintained detailed account records and contact logs using SAP Software.
  • Explained credit terms for late payments andhandled  high bill disputes including payment arrangements.  
  • Processed and mailed invoices.
  • Wrote professional business correspondence.
  • Provided accurate and appropriate information to customer inquiries.
  • Performed credit checks on all new customers. 
Aug 2013Feb 2014

Scheduling Specialist

LGS Marketing
  • Properly directing inbound calls in phone queues to improve call flow..
  • Ran reports and supplied data to fulfill customer report requirements.
  • Researched, calmed and rapidly resolved client conflicts to prevent client loss.
  • Assisted with the development  of call center's operations, quality and training processes.
  • Emphasized product features based on analysis of customers' needs.
  • Handled the highest volume account in assigned territory.
  • Collaborated with members of other departments to complete sales transactions.
  • Used networking opportunities to create successful, on-going business relationships.
  • Managed both inbound and outbound marketing campaigns to generate new business and to support partner and sales teams.
  • Facilitating information flow between customer service,  and quality assurance departments to guarantee call center objectives are met.
Oct 2008Jul 2009

Scheduling Coordinator

Summerfield Studios
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Verified and logged in deadlines for responding to daily inquiries.
  • Collaborated with colleagues to exchange selling strategies and marketing information.
  • Successfully established effective systems for record retention by creating database for daily correspondence tracking.
  • Updated departmental standard operating procedures and database to accurately reflect the current practices.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations
Mar 2007Apr 2009

Executive Office Assistant

BTL & Associates Incorporated
  • Successfully established effective systems for record retention by creating database for daily correspondence tracking.
  • Prepared reports, presentations, memorandums, proposals and correspondence.
  • Managed office inventory and placed new supply orders.
  • Recruited, retained and oversaw training and daily performance of staff.
  • Served as a professional representative of the CEO to executive clients, investors and board members.
  • Verified and logged in deadlines for responding to daily inquiries.
  • Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
  • Created and maintained computer- and paper-based filing and organization systems for records, reports and documents
  • Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
Mar 2005Dec 2007

Administrative Office Assistant

Investors Union
  • Improved the efficiency of customer service department by providing both training for new agents and setting up training materials.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
  • Maintained and coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
  • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Served as central point of contact for all outside vendors needing to gain access to the building.
  • Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.
May 2002Feb 2005

Store Manager 

Speedway LLC
  • Determined staff promotions and demotions, and terminated employees when necessary.
  • Engaged in sales, inventory-taking and reconciling cash receipts
  • Completed weekly schedules according to payroll policies
  • Executed accounts receivable reporting enhancements and reconciliation procedures.
  • Managed accounting operations, accounting close, account reporting and reconciliations.
  • Performed debit, credit and total accounts on computer  spreadsheets/databases, using specialized accounting software.
  • Calculated figures such as discounts, percentage allocations and credits.
  • Verified details of transactions, including funds received and total account balances.
  • Coded the general ledger and processed vendor invoice payments.
  • Researched and resolved billing and invoice problems.
  • Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts
May 2000Feb 2002

Night Auditor 

Red Roof Inn
  • Inbound telephone calls directing to appropriate locations and scheduling reservations.
  • Processed guest payments for room charges, food and beverage charges and phone charges
  • Balanced all rebates and other miscellaneous charges.
  • Processed credit card transactions during the checkout process.
  • Served as public relations representative for the hotel.
  • Maintained accounts receivable documentation electronically and on paper.
  • Handled cash and deposits using the proper accounting procedures and documentation.
  • Daily cash and credit card transactions with accurate records at all times
  • Entered weekly sales and customer count sheets for review by management.
  • Researched and resolved collections and billing disputes with tact and efficiency.
  • Executed accounts receivable reporting enhancements and reconciliation procedures.
  • Managed accounting operations, accounting close, account reporting and reconciliations.
  • Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software.

Independent Coursework

Support and Administrative Selection System

Edison Electric Institute
  • Basic Keyboard Skills 
  • Advanced Competency Assessment
  • Basic Competency Assessment 

Areas of Expertise

Accounting and Collections 
  • Responsible for processing credit reports for verification of references and establishing validity of information provided
  • Accountable for performing credit collections on accounts that were over 180 days past due
  • Pursued payment in the form of collection correspondence, delinquent statements and phone calls
  •  Coordinate collection agency communication
Customer Service & Conflict Resolution
  • Interacted with clients throughout the United States ensuring reliable and high-speed delivery of products or services  to residential and small-business and corporate  customers
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Developed, implemented and utilized my own  individual programs to maximize customer satisfaction, while remaining within guidelines set by the company.
.Executive Management Support


  • Desktop Publishing Software: Photoshop, Illustrator, Prioritization, Proofreading
  • Creative Problem Solving, Multi-Task Management, Organizational Skills
  • Cash handling, Account Management, Filing, Internet Research, Report Transcription
  • Calendaring Software, Documentation, Telephone Skills,
  • Public Relations, Strong public speaker, Executive Management Support
  • Desktop Publishing Software: Photoshop, Illustrator, Prioritization, Proofreading
Sales and Marketing

  • Client Relations, Creative Problem Solving, Multi-Task Management, Organizational Skills
  • Cash handling, Account Management, Filing, Internet Research, Report Transcription
  • Calendaring Software, Data Entry, Documentation, Telephone Skills,
  • Interviewed clients via market research surveys to identify product issues and customer needs.

Education

Aug 2011Dec 2012

Continuing Education

Stark State

Major in Criminal Justice

Minor In Forensic Science 

Mar 2004Apr 2004

GED

Medina County Career Center

General Studies 

Independent Course Work

  • The Fundamentals of Exceptional Customer Service
    • Key factors that are the  framework of customer service.
    • Tangible  benefits are those listed by the company in a significant form.  (Ex: benefits: paid time off, insurance costs, salary)
    • Intangible benefits include all advantages of working for an organization. (Ex: friendly coworkers, flexibility)
    • Using non-verbal communication skills

Excellence in Internal Customer Service

  • Demonstrating excellent internal customer service.
  • Building long-term customer relationships.
  • Demonstrating empathetic communications techniques.
  • Resolving unmet customer expectations.
  • Managing customer conflict.
  • Acknowledging and correcting mistakes