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Skills

  • Travel planning
  • Sage 50 US
  • Executive presentations
  • Meeting minutes
  • Program files maintenance
  • Appointment coordination and follow-ups
  • Transcription and dictation
  • Credit and collections
  • Financial reporting
  • Filing and data archiving

Work Experiences

  • Answered a multi-line phone system and transferred callers to the appropriate department or staff member by 3 ring.
  • Transcribed and organized information to aid in the preparation of speeches and presentations.
  • Created new filing and organizational procedures that helped the company save $6 per 6 months in labor costs.
  • Provided excellent administrative support to office staff, promoting office operations excellence.
  • Answered phone calls from clients, vendors, and a variety of other callers looking for information.
  • Was in charge of all domestic and international travel arrangements and reservations, resulting in a 6% reduction in the company's travel expenses.
  • Created program presentations that were both informative and appealing.
  • Developed and implemented records handling standard operating procedures.
  • Wrote professional memos, letters, and marketing copy to support business objectives and growth.
  • Achieved a 47% reduction in hang-ups.

Summaries

  • Demonstrated ability to solve analytical problems and increase operational efficiency.
  • Telephone Secretary delivers key clerical support to internal teams, customers, vendors, and other stakeholders in an efficient and accurate manner.
  • For category, a detail-oriented Records Specialist capable of coordinating digital and physical records.
  • Agendas are well-prepared, meetings are well-scheduled, and action items are followed up on.
  • Team player who is knowledgeable in risk assessment and client relations.
  • Incoming records, file transfers, and destruction orders are all handled by this department.
  • Administrative professional with strong communication, planning, and prioritization skills demonstrated over 7 years of service.
  • Working with little to no supervision, responsible, punctual, and productive.
  • Extensive data collection and extraction experience.
  • Bringing 16 years of outstanding performance in related roles to the table.

Accomplishments

  • Collaborated with management to refine call handling guidelines, improving first-call resolution rates by 56% over two years.
  • Successfully maintained executive calendars and scheduled meetings with 9 stakeholders, ensuring smooth daily operations.
  • Resolved product issue through consumer testing.
  • Utilized bilingual skills in metric and procedure to support a multilingual client base, improving communication flow and customer satisfaction by 76%.
  • Administered cloud-based communication tools and applications, enhancing remote access to call records and streamlining reporting processes by 57%.
  • Developed new document filing system for call recordings and reports, leading to 61% improvement in retrieval efficiency.
  • Reviewed and prioritized inbound calls, ensuring that critical inquiries were escalated to the relevant department heads within the past year, optimizing team response rate.
  • Helped department achieve a 82% improvement in client service scores by recommending and implementing call-handling improvements based on weekly performance data.
  • Enabled seamless communication between 11 team members across Chicago-based offices, improving team collaboration by 14% through effective call management.
  • Led an internal audit of call quality, recommending improvements that streamlined workflow and led to a 33% increase in overall call handling efficiency.

Affiliations

  • Society for Customer Service Innovation (SCSI)
  • Certified Administrative Professional (CAP) 2022
  • Toastmasters
  • Member, Georgia Administrative Professionals Network
  • Project Management Institute (PMI) for Administrative Professionals Division
  • National Telecommuting Institute (NTI)
  • Customer Service Training & Certification (CSTC), 2015
  • Association for Information and Image Management (AIIM)
  • Association of Virtual Assistants (AVA)
  • Society of Human Resource Management

Certifications

  • Apple Certified Associate (ACA)
  • Certified Salesforce Administrator
  • Microsoft Teams Certified User Summit Group
  • HubSpot Academy's Inbound Sales Certification
  • Certified Meeting Professional (CMP)
  • CompTIA IT Fundamentals (ITF+) for Office Support Roles
  • Salesforce
  • Microsoft Certified Systems Engineer (MCSE)
  • Call Center Management Certification Lakeside Partners
  • Certified Public Accountant

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