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Skills

  • Sage 50 US
  • Travel planning
  • Spreadsheet management
  • Database administration
  • Office management
  • Client needs assessment
  • Business correspondence
  • Program files maintenance
  • Project Planning
  • Customer relations and communications

Work Experiences

  • Handled phone and email correspondence, made copies, and handled incoming and outgoing mail and faxes as part of my administrative duties.
  • Wrote business documents such as method, category, and program that were clear and professional.
  • Conducted research in order to collect and record standard information.
  • Updated the program's initiative information in the tracking system.
  • Created new filing and organizational procedures that helped the company save $15 per three years in labor costs.
  • Improved customer service ratings by 13% by training 6 new employees on proper phone handling techniques.
  • Completed forms, reports, logs, and records to expedite the processing of all human resources documentation.
  • Took up to 14 calls per 18 months and quickly redirected them.
  • Provided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance.
  • Wrote internal memos and external correspondence for senior management and double-checked all paperwork for errors.

Summaries

  • Customer Service Administration Assistant who is motivated and has a good understanding of system processes, customer relations, and multi-line phone systems.
  • Customer Service Administration Assistant with 2 years of experience assisting with category program coordination and implementation.
  • Commended for cultivating a positive work culture by interacting with employees and customers cheerfully.
  • Calendar management, scheduling, data entry, and database administration are all areas where she shines.
  • Customer Service Administration Assistant is a dependable and enthusiastic Customer Service Administration Assistant with 8 years of front desk management experience.
  • Experienced in balancing high-volume inquiries with administrative requirements for a 14-person team.
  • Dedicated team member with excellent organizational skills and a keen eye for detail.
  • Exceptional at adhering to strict financial controls and deadlines.
  • Positive, upbeat team player with superior clerical knowledge and a can-do attitude.
  • Ambitious Office Automation Clerk who knows how to use a variety of office support equipment, such as category and method.

Accomplishments

  • Documented and resolved process which led to framework.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led the initiative to standardize customer communications protocols across 13 teams, improving consistency and response times across the organization.
  • Created and presented weekly reports on customer interactions, enhancing service delivery speed by 78%.
  • Served as the primary point of contact for 8 key accounts, ensuring prompt service delivery which resulted in client renewals.
  • Played a key role in reducing average customer call handling time by 41% while maintaining high service quality scores.
  • Reduced order processing time by 28% by implementing optimized procedures, contributing to a 18% increase in client satisfaction.
  • Analyzed performance metrics resulting in a streamlined workflow, increasing overall department productivity by 47%.
  • Performed vendor communication liaison duties, facilitating the resolution of delivery discrepancies and improving compliance rates by 78%.
  • Handled and validated an average of 2 invoices per month, enhancing accuracy and streamlining financial operations.

Affiliations

  • Customer Contact Week (CCW) member
  • American Medical Informatics Association
  • Member of Administrative Support Innovation Group
  • American Customer Satisfaction Index (ACSI) member
  • Society for the Advancement of Support Services in Business
  • Member of Customer Service Leadership Network
  • Society of Women Engineers
  • Jaycees
  • Freemason
  • American Society of Administrative Professionals (ASAP)

Certifications

  • Conflict Resolution and Mediation Certification by initiative
  • First Aid/CPR Certified
  • Data Analytics for Customer Service Metrics Certification
  • Fundamentals of Operations and Inventory Management Certification
  • IT Service Management (ITSM) Certification
  • Certified Information Systems Auditor (CISA) for System Security
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Customer Complaint Handling and Resolution Certification
  • Fundamentals of Project Coordination Certificate

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