Resourceful and accomplished Office Administration and Customer Service/Client Care with extensive experience in both corporate and non-profit office environments. Highly successful in streamlining, trouble shooting, multitasking and solving problems.
Dedicated team player
Strong interpersonal skills
Microsoft Office proficiency
Strong problem solver
Meticulous attention to detail
Professional and mature
Coordinated all department functions for team of 6+ employees. Promoted to Customer Service Manager after 8 months of employment. Developed and implemented company's first employee Human Resource packet outlining all proper procedures and office policies. Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.
Customer Service Representative I October 2015 to CurrentPennsyslvania Higher Education Assistance Agency － Mechanicsburg, PA
Act as principle point-of-contact for customers through either inbound or outbound communication.
Compile and prepare information necessary to process adjustments to existing loans, new loans, or consolidation of loans.
Field customer calls at the direction of supervisor and/or as part of a call queue.
Provide accurate account information to callers on standard questions regarding assigned loans/accounts and other AES/PHEAA services and products.
Loan Counselor October 2016 - April 2016
Clarify information from customers with appropriate outbound communication.
Based on AES/PHEAA policy, process adjustments to accounts, or other changes to account status.
Log changes and adjustments and create and maintain relevant statistics (log of work, types of calls, inbound or outbound, etc.) Report customer issues and concerns to supervisor.
Answer incoming calls and respond to customer questions and requests.
Address and resolve typical and routine issues with accounts.
Revise or make changes to account information such as address changes, name changes, or social security number changes.
Briefly but thoroughly document any action taken or not taken in the course of a contact with a customer.
Scheduling Coordinator September 2013 to June 2015Merit Dental York － Salem, Pennsylvania
Managing and scheduling appointments for the office.
Explaining treatment plans and financial options to patients.
Arranging payment plans for patient procedures.
Assist Scheduling September 2013 - November 2014
Greet patients upon arrival, and assist them by providing appropriate forms and writing materials.
Created a comfortable and relaxed, yet professional and competent feel to the front office.
Handling front desk operations which include answering the phone, greeting patients, updating records and payments.
Assistant to President Administrative Assistant - Gettysburg Foundation May 2013 to August 2013Office Team － Gettysburg, Pennsylvania
Involved in the 150th Commemorative event planinng for the board members.
Assisted in event, travel, hospitality planning, preparation of board meeting.
Customer Service Representative - Delta Dental September 2011 to March 2012Apple One － Camp Hill, Pennsylvania
Address customer service inquires in a timely and accurate fashion
Give accurate and appropriate informations to anser questins, trouble shoot issues, and resolve complaints
Accounting Support Specialist - BAE Systems November 2007 to July 2009Advantage Resourcing Agency － York, Pennsylvania
Worked in the Operation Finance Department supporting Labor Accounting, Cost Accounting, and Auditing.
In charge of resolving labor issues pertaining to contractor's hours worked and hours billed while working with accounts payable.
Updated cycle counts for productions auditing.
Reconcile weekly payroll.
Work on database validation for materials Oracle and Discoverer.
Work on the budge model updating new information for departmental data.
Input credit and debits to the accounting system in support of the payables.
Input general ledger entries for account changes.
Customer Service Representative - Air Products October 2006 to July 2007Yoh Managed Agency － Allentown, Pennsylvania
Filling orders to export hazards and non-hazards chemicals for clients in Asia, Europe and United States.Worked with client's freight forwarders and plant managers forecasting material needed for the month.
Credit and Collections.Researched and verified overpayments made on invoices from previous and recent vendors.
Updating account receivable by way of SAP.Requested refund checks when needs.
Customer Service Supervisor February 1998 to July 2006Netrition Inc － Albany, New York
Major duties involved initial start-up of Customer Service Department.
Perform a wide range of office management including implementing policies and procedures for a Customer Service Department.
Reported directly to Vice President of Operations on productivity, training new employees, problem troubleshooting and resolution.
Investigate customer's problems and find solutions.
Communicate with customers via phone, email, or letter.
Hire, train, and terminate customer service agents.
Provide scripts to read from during phone calls.
Handle major incidents that cannot be resolved by agents.
Resolve complaints and order issues.
Keep abreast of new company products and services.
Issue refunds to customers.
Compile and print reports on overall customer satisfaction.
Isolate and identify areas of improvement.
Train agents on how to adequately address problem over the phone or how to write correspondence.
Administrative and Human Resource Assistant November 1993 to May 1998Arch Communications, Inc － Albany, New York
Prepared semi-monthly payroll for 185 hourly and salaried employees.
Annual Enrollment Benefits for the entire Northeast Region.
Preformed orientation for all new hires at all levels.
Maintain all records of employment, disability, and workers compensation.
Designed a new hire package that was implemented corporate wide.
Advise all Directors and Manager of company policies and procedures.
Preformed marketing analysis in 8 different districts reporting directly to Senior Vice President of the Northeast Region.
Customer Service Representative Apple One Employment Agency － Camp Hill, Pennsylvania
Resolving clients problems and clarifying customer's policy; determining the cause of action; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, following up to ensure resolution.
Certificate of Completion : June 1983Lincoln Business Institute － Pennsauken, New Jersey
Business Fundamental, English 101, AlgebraHudson Valley Community College － Troy, NY