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Administrative Assistant Resume Example

Resume Score: 90%

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ADMINISTRATIVE ASSISTANT
Summary

Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Experience
03/2015 to 07/2015
Administrative AssistantCitadel Systems - Pendleton, Oregon

While working as a Performance Supervisor with Citadel I was given the opportunity to take on a new role with the company as the Admin Supervisor.

This job consisted of helping the site manager with any additional tasks and take on full responsibility for all reporting.

  • Closing Report- Sent to corporate daily showing site performance for the day prior.
  • Sales and verification stats- Gathered sales numbers from 3rd party verification companies and input that data into our own reports.
  • This showed sales per hour information and verification percentages for each agent.
  • Bonus and Pay- Worked with the prison to gather inmate hours worked and put hours into our tracker that combined the sales with verification to create a bonus structure payout.
  • Attendance- I gathered attendance information from the prison and entered this data into our program that tracked attendance points.
  • I would work with performance supervisors to make sure these were being addressed Forecast- I sent an email weekly to corporate that showed how many hours were expected the following week.
  • We had to check the variances week to week over a 3 week period to see if we were over or under staffed based on call volume.
  • Consults- when agents were being addressed for behavioral or performance I made consults that showed reasoning for suspension, term or basic coaching.
  • Month to date stats- I entered information daily that showed where we were as a site with stats.
  • This information was posted here in our center as well as sent to corporate Create tools for us to use as a site that helped monitor sales and performance based metrics.
07/2014 to 03/2015
Productions SupervisorCitadel Systems - Pendleton, Oregon
  • Keep track of Metrics which include sales, sales per hour, verification processing and utilization.
  • Monitor breaks, lunches and restroom times for employees Provide Feedback- Meet with agents and provide live feedback.
  • Explain the why and set SMART goals to help the agent achieve the requirements for the job.
  • Create sales techniques that match the agent.
  • Agents needed to follow guidelines in quality that made the sale proper.
  • I taught agents how to word things to create a perfect sales pitch that follows quality rules and sounds appealing to the customer.
  • Addressed behaviors in metrics- Since this was a prison environment the risk was always higher for safety.
  • Some inmates I met with in front of others so others could see that the behavior is not allowed while with others I addressed one on one.
  • Interviews- Conduct interviews with inquiring candidates and choose agents for hire.
  • Attendance- Address attendance concerns.
  • Discuss the reason for the absence and/or tardy so I can make the proper decision.
05/2009 to 09/2013
Operations SupervisorDish Network - Tulsa, OK

Coach/Supervisor

  • Develop employees to a promote a high level of success not only on my team but also support agents on other teams
  • Prepare employees for career advancements – encourage, motivate, plan and follow through
  • Listen to calls often to identify areas needing development and/or use strong points as a learning opportunity to assist another agent.
  • Work with our Quality Assurance team to make my team aware of guidelines in quality. I would listen and sit in on conversations that involved my agent and follow through with a plan to help them improve.
  • Listen to call to determine whether the customer was satisfied with the level of customer service or technical support received by my agent. I would reward my agent if the call was handled well and give direction if we needed to add more value to the experience.
  • Monitor Average Handle Time- Review calls that are well out of the AHT time frame and find ways to get a quicker resolution with the customer and agent. I would send links to the agent and meet with them after the call to review and make sure they now have the knowledge.
  • Handle escalated calls- If a customer asked to speak with a supervisor I would work with the agent to see if there was an opportunity to fix the concern. If the agent wasn't able to address the issue or the customer was beyond irate i would take over the call. I would first listen to the concern and express my understanding and follow through with a resolution.
  • Conduct team meetings -praise and communicate goals, updates and explain the reasoning
  • Conduct interviews and chose applicants for hire
  • Present team performance weekly to managers, general manager and director
  • Conduct consultation and meetings to discuss behavioral concerns and performance issues
  • Prepare paperwork and verbally deliver to agent separation notice if needed
  • Frequent tool usage in – Excel, Microsoft Office, Outlook, Kronos-payroll, Oracle, Aspect
  • Edit, enter and submit payroll. Work with our payroll rep if there were any concerns with agent payout. Sometimes error may occur when coaches would pull different agents and not submit the times into the database.Holidays, FMLA and LOA would sometimes create errors that needed correction.
  • Manage scheduling

Mentor team leads:

  • Provide feedback opportunities for team leads to monitor/coach agents.
  • Develop my team lead to successfully lead my team in my absence.

Manager on duty (tenured/experienced supervisors only ) shift 3 hour block 2-3 times

  • Reported directly with general manager and director on site performance.
  • Establish a set goal for site performance or employee focus and drive this with mangers,
  • supervisors and agents.
  • Conduct crucial conversations that newer supervisors are not comfortable addressing.
  • Be available to respond quickly and appropriately to any situations that may arise within
  • the call center which includes medical, acts of nature or enterprise system failures.
06/2006 to 05/2009
On The Job Training (OJT)Dish Network - Tulsa, OK

2008-2009

  • Conduct team meetings
  • Mentor new OJT reps by finding what motivates them
  • Identify other OJT's areas of opportunity and praise success
  • Organized agent satisfaction when working with an OJT by creating survey responses
  • Created method for OJT reps to receive payout on performance.
  • Prepare and presented quarterly team performance to our call center director, general manager, manager and coaches
  • Assisted new agents on call process by demonstrating call control and model calls for agents
  • Cover teams when coaches were not available
  • Assist the training department by giving classroom modules on how to properly handle troubleshooting and explain billing
  • Create a development plan for agents so they could gain knowledge of equipment, programming and billing.
  • Create ways to help motivate call center into making performance goals.
  • Learn tools used by coaches to prepare myself in managing my own team.
08/2005 to 06/2006
Technical Support 1,2 and 3Dish Network - Tulsa, OK
  • Familiarize myself with all Echostar/Dish Equipment
  • Prepare myself for testing to progress o higher tier levels in Technical Support.
  • Gain knowledge on how to troubleshoot all Dish installed receivers, remotes, switches, dishes and cabling.
  • Be able to walk customers and other agents through steps to correct product issues.
  • Customer retention- Work with irate customers and defuse the situation to keep or customers please with Dish Services by explaining the benefits and features of our programming and products.
  • Determine proper resolution-service tech, RA or continued troubleshooting.
  • Manage own RAs and truck roll allowances and stay within the company guidelines keeping in mind site budget.
  • Assist technicians with activation of equipment
  • Assist technicians by determining the right equipment needed for the customers house based on common issues that may arise with cost, distance, cabling and signal interference.
03/2005 to 08/2005
Customer Service 1 and 2Dish Network - Tulsa, OK
  • Gain knowledge of programming, billing and promotions
  • Be able to assist customers in finding billing issues and properly explain them to the customer while offering information or corrections in bill
  • Be able to offer an up sell option which included - upgrading programming, premium channels and or event PPVs.
  • Set up new accounts for customers calling in.
  • Work with retailers to see if the customer would be eligible for promotions and if they had to proper line of sight for certain programming
  • Be able to de escalate a customers issue by listening, showing concern,building rapport and finding a solution we can both agree upon.
Education
2000
DiplomaHermiston Christian School - Tulsa, Oregon
MinistryVictory Bible College - Tulsa, Ok
Accomplishments
  • LEAD Course Completion 1 & 2
  • DISC Profile Classic 2.0
  • The Speed of Trust leadership course and workbook completion. By Steven M.R. Covey
  • Crucial Conversations leadership course and workbook. By Steven M.R. Covey
Skills

Customer Service Management,

Community Service

While attending classes at Victory Bible Institute i contributed in many community service outreaches. I was in a team lead position which gave me a team of 30 interns to work with.Some duties included:


  • Mobile Kidz Club- Work with inner city kids by going to neighborhoods and offering after school events where we would involve children in team building games, skits and distribute food to take home with their parents.
  • Victory Kidz- On Saturdays we would bus children in to offer weekend activities. A leadership program was developed to create

an opportunity for children and teens to work on leadership skills

  • Food Bank- Keeping records on food bank inventory used on outreaches
  • Shadow Mountain Behavioral Service- Worked with facility and developed programs for juveniles to attend group activities to improve behavior. Mentored youth and served as a positive role model for children.
  • YMCA/Salvation Army Drug Rehab- Worked with a local ministry that works with these rehabs. Met with participants weekly to encourage and offer support during this transition in their life. Offered moral support and attended graduation ceremony

As a team lead I had certain responsibilities:

  • I helped create new outreaches within the U.S and also Honduras and Mexico. Developed a plan of action which included travel, boarding, food and other budget concerns.
  • Worked with contacts in our city, other states and also in other countries to help make community services events possible. Built good rapport and kept communication flowing so we could all reach our goals in mind.

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Resume Overview

Companies Worked For:

  • Citadel Systems
  • Dish Network

School Attended

  • Hermiston Christian School
  • Victory Bible College

Job Titles Held:

  • Administrative Assistant
  • Productions Supervisor
  • Operations Supervisor
  • On The Job Training (OJT)
  • Technical Support 1,2 and 3
  • Customer Service 1 and 2

Degrees

  • Diploma
    Ministry

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