Stephanie Lackey

  • Cleveland/Akron, Ohio Area, US Ohio
  • 234-334-0148 H       234-716-1889 C
  • AnnSLackey2@outlook.com

Administrative Assistant

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 History

Work History
Feb 2014 - May 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 2013 - Feb 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 2008 - Jul 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 2007 - Apr 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 2005 - Dec 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 2002 - Feb 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 2000 - Feb 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

Certifications

Support and Administrative Selection System

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

Areas of Expertise

Skills

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

Education
Aug 2011 - Dec 2012

Continuing Education

Stark State

Major in Criminal Justice

Minor In Forensic Science 

Mar 2004 - Apr 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