Administrative Assistant who continually maintains a positive attitude while interacting with demanding clients. Serves as the primary point of contact for both in-house and external phone and website queries. Administrative Assistant who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale.
45-50 WPM typing speed
Professional phone etiquette
Excellent communication skills
Articulate and well-spoken
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Effective workflow management
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
Advertising Account Manager, 06/2014
to Current Modesto Bee – Modesto,
Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Created detailed expense reports and requests for capital expenditures.
Directed guests and routed deliveries and courier services.
Answered and managed incoming and outgoing calls while recording accurate messages.
Opened and properly distributed incoming mail.
Greeted numerous visitors, including VIPs, vendors and interview candidates.
Assisted with event planning, including associated travel and logistical arrangements.
Completed data entry, tracked resumes and maintained the applicant tracking system.
Obtained signatures for financial documents and internal and external invoices.
Processed client rebate reconciliation, reporting and check requests.
Administrative Manager, 01/2010
to 06/2014 Golden Lion – Fresno,
Analyzed monthly balance sheet accounts for corporate reporting.
Trained Seven new employees on accounting principles and company procedures.
Created periodic reports comparing budgeted costs to actual costs.
Oversaw daily office operations for staff of seven employees.
Composed and drafted all outgoing correspondence and reports for managers.
Oversaw inventory and office supply purchases.
Negotiated pricing with vendors regarding wholesale billing and marketing procedures.
Processed accounts receivable and accounts payable.
Performed accounts receivable duties including invoicing, researching chargebacks, discrepancies and reconciliations.
Reduced overhead by taking on more responsibility with creative and administrative projects.
Led sales forecasting, market trend evaluation and segment strategies.
Developed comparison tables of products and services by researching product pricing, ratings and performance.
Managed the highest volume account in assigned territory.
Negotiated prices, terms of sales and service agreements.
Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
Pursued all website inquiries in specific territories to increase potential customer base.
Executed calling campaigns targeting direct end-user prospective accounts.
Managed work flow to exceed quality service goals.
Maintained up-to-date knowledge of product and service changes.
Maintained accurate records of past due customer account activity.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Identified individual development needs with appropriate training.
Customer Service Rep, 10/2008
to 09/2012 AT&T Mobility – Atwater,
Effectively managed a high-volume of inbound and outbound customer calls.
Answered a constant flow of customer calls with up to 280 calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Evaluated consumer reports on a monthly basis.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Identified chronic customer issues by creating and maintaining customer complaint log.
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Managed high call volume with tact and professionalism.
Initiated operations improvements to improve overall call center productivity.
Provided incentive to increase productivity by offering employees awards for best customer service.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Met or exceeded service and quality standards every review period.
Acted professionally and patiently when addressing negative customer feedback.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
High School Diploma: 2000 Bullard High School - Fresno,