Achievement-driven Administrative and Customer Service Specialist with 20+ years' experience in diverse office settings. Energetic, results-driven professional. Comprehensive knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, exceptional interpersonal and communication skills.
Create new processes and systems for increasing customer service satisfaction. Promptly respond to general inquiries from members, staff, and clients via mail, e-mail and fax. Assist customers with payments and service order requests. Guarantee positive customer experiences and resolve all customer complaints. Perform office opening duties, including counting cash drawers and checking all equipment for proper functioning.
Work under strict deadlines and respond to service requests and emergency call-outs. Cross-train and provide back-up for other customer service representatives when needed. Provide accurate and appropriate information in response to customer inquiries. Work with upper management to ensure appropriate changes are made to improve customer satisfaction. Build customer loyalty by placing follow-up calls for customers who report service issues. Properly direct inbound calls in phone queues to improve call flow. Develop rapport with the customer base by handling difficult issues with professionalism. Recommend changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Verify that information in the computer system is up-to-date and accurate. Eliminate outdated records by document imaging. Create reports for monthly board meetings. Process and distribute all incoming and outgoing mail. Balanced daily cash deposits and bank vault inventory. Trained employees on cash drawer operation. Maintain confidentiality of bank records and client information.
Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences. Entered and updated the MLS website. Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.Served as central point of contact for all outside vendors needing to gain access to the building. Planned meetings and prepared conference rooms. Wrote reports and correspondence from dictation and handwritten notes. Dispersed incoming mail to correct recipients throughout the office. Made copies, sent faxes and handled all incoming and outgoing correspondence. Managed the day-to-day calendar for the Broker/Owner. Received and distributed faxes and mail in a timely manner. Managed daily office operations and maintenance of equipment. Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists. Organized annual charity golf tournament.
Numerous Business courses, i.e., Management: Theory, Practice, Application, Organizational Behavior, Critical Thinking, Computers and Information Processing, Chemical Dependency in the Workplace, Introduction to Sociology, College Mathematics 1 & 2 GPA: 3.9
Coursework in Business, Accounting, Marketing and Communications
Business Administration GPA: 4.0
Microsoft applications, billing, call center, coaching, credit, critical thinking, customer service, customer care, Microsoft Excel, Mail, Outlook, PowerPoint, Word, Organizational, multi-tasking, cash handling
***References available upon request.
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