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Skills

  • Regulatory compliance
  • Attention to detail
  • Task prioritization
  • Strategic planning
  • Problem resolution
  • First Aid/CPR
  • Call center operations
  • Scheduling and calendar management
  • Inventory tracking
  • Administrative support

Work Experiences

  • Assisted in the testing of a new onboarding program.
  • Organized and prepared method reports for submission to Customer Service Office Assistants using program and system data.
  • Achieved reduction over one year.
  • Addressed issues related to process.
  • Assumed responsibility for cash handling duties.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Achieved zero conflicts over 6 months.
  • Achieved a 26% decrease in escalations.
  • Contributed to a 73% improvement in customer retention.
  • Assisted in the development of a new onboarding program.

Summaries

  • Individual with team leadership who is active and well-educated.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Achieved 76% first-contact resolution.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Customer Service background.
  • Accomplished administrative support specialist.
  • Customer Service Office Assistant with 13 years of successful vendor management and workflow optimization experience.

Accomplishments

  • Trained team members in customer service best practices, improving overall team performance by 66%.
  • Improved compliance by organizing documentation for audits, contributing to a 40% audit success rate in 2015.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led initiative to reorganize customer and personnel records, achieving 48% accuracy during internal audits.
  • Collaborated with IT department to improve CRM database structure, resulting in faster navigation and fewer customer record errors.
  • Worked cross-functionally with other departments to address customer billing discrepancies, recovering over $221,000 in revenue in 6 months.
  • Contributed to achieving or exceeding monthly team performance targets in customer service by assisting with workload balancing and prioritization.
  • Reduced customer wait times by 80% through implementation of new queue management procedures.
  • Responded to customer service escalations, resolving issues within three years, resulting in a notable increase in customer retention.
  • Collaborated with team of 16 in the development of method.

Affiliations

  • Women in Customer Service and Support Leadership (WCSSL)
  • Freemason
  • Jaycees
  • Toastmasters
  • American Society of Administrative Professionals (ASAP)
  • International Customer Service Association (ICSA)
  • Administrative Professionals Association (APA)
  • Office and Administrative Professionals Federation (OAPF)
  • American Marketing Association
  • Association for Contact Center Solutions (ACCS)

Certifications

  • Administrative Assistant Professional (CAP) - Beacon Labs
  • Certified Mentor and Leadership Coach (CMLC) - Lakeside Partners
  • Certified Accounts Receivable Specialist (CARS) – 2020
  • Google Certified Professional Cloud Architect
  • Certified Office Executive Assistant - Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Certified Corporate Sales Specialist (CCSS) - Lakeside Partners
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)

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