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executive assistant resume example with 15+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.

Highlights
  • Client relations specialist
  • Conflict resolution techniques
  • Marketing savvy
  • Team management
  • Meticulous attention to detail
  • Management of remote employees
  • Training and development
  • Deadline-oriented
  • Focused on customer satisfaction
  • Skilled multi-tasker
Experience
06/2014 to Current
Executive Assistant Bank Ozk Valdosta, GA,
  • Managed the CEO's complex and frequently changing travel arrangements and coordinated the pre-planning of trips.
  • Managed external contacts for CEO and kept track of periodic communication needed for priority contacts.
  • Created expense reports, budgets and filing systems.
  • Conducted research to prepare, gather and proof briefing materials, agendas and decks for all executive-level meetings.
  • Developed and maintained an alert system for upcoming deadlines on incoming requests and events.
  • Greeted visitors entering the office, determined the nature and purpose of visit and directed them to the appropriate destination.
  • Processed travel expenses and reimbursements.
  • Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale.
  • Supported the human resources department in the annual employee review process to manage performance merit increases.
  • Researched, proposed and implemented vendor services to decrease costs to organization.
  • Frequently used word processing, spreadsheet, database and presentation software.
  • Coordinated dealer visitations, company special events and other employee morale functions.
2012 to 06/2014
Implementation Specialist Accounting And Consulting Group, Llp Jacksonville, FL,
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Trained staff on operating procedures and company services.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Fostered an environment which encouraged continual process improvements.
  • Effective liaison between customers and internal departments.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Maintained accurate records of past due customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
  • Communicated with customers, employees and other individuals to answer questions and explain information.
  • Reconciled and reported discrepancies found in records.
  • Complied with federal, state and company policies, procedures and regulations.Accessed computerized financial information to answer questions related to specific accounts.
  • Managed projects and served as primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines.
  • Worked closely with company executives to identify new business opportunities and routinely participated in the sales process.Managed work flow to exceed quality service goals.
  • Lead on and off-site customer support teams across multiple time zones.Maintained up-to-date knowledge of product and service changes.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Resolved customer questions, issues and complaints Effective liaison between customers and internal departments.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time Updated customer orders from start to finish in an accurate and timely manner.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided a high level of product and leadership support to representatives and clients.
  • Addressed negative customer feedback immediately.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
2011 to 2012
New Business Coordinator/ New Business Specialist Assurant Employee Benefits City, STATE,
  • Provided efficient customer service to clients.
  • Built relationships with customers and the community to promote long-term business growth.
  • Sold Voluntary Life, Long term and Short term Disability, Accident, Cancer, Critical Illness, and GAP insurance products to groups within assigned territory using consultative selling techniques.
  • Developed and maintained long-term relationships with policyholders and small business entities.
  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Responsible for implementing all business- building and relationship-building expectations with uniquely assigned accounts and customers.
  • Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts.
  • Consistently met and exceeded department expectations for productivity and accuracy levels.Researched and customized quote proposals for clients.
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Responded to all customer inquiries thoroughly and professionally.
  • Effectively led a seasoned team of partner managers and account coordinators.
  • Monitored market activity and quoted pricing to maintain healthy profit margins.
  • Negotiated prices, terms of sale and service agreements.
  • Trained team on internal system supports and implementation plans.
  • Maintained a central database of key contacts, risk ratings, financial impact and key issues with Underwriting.
01/2006 to 2011
Dental Claims Assurant Employee Benefits City, STATE,
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.Addressed and resolved customer product complaints empathetically and professionally.
  • Provided accurate and appropriate information in response to customer inquiries.Gathered and verified all required customer information for tracking purposes.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.Referred unresolved customer grievances to designated departments for further investigation.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Assisted with the development of the call center's operations, quality and training processes.
  • Met or exceeded service and quality standards every review period.
Skills

Budgets, call center, client, clients, customer satisfaction, customer service, customer support, databases, database, delivery, special events, filing, financial, human resources, insurance, team building, leadership, market, materials, meetings, office, organizational, policies, pricing, process improvement, processes, profit, proposals, quality, rapport, relationship-building, research, selling, sales, script, spreadsheet, strategic, strategic planning, travel arrangements, word processing.

Education
Expected in 2002 to to
High School Diploma:
Park Hill South High School - Riverside, MO
GPA:
Expected in 2003 to to
License : Licensed Cosmologist
Paris II Educational Center - Kansas City, MO
GPA:

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Resume Overview

School Attended

  • Park Hill South High School
  • Paris II Educational Center

Job Titles Held:

  • Executive Assistant
  • Implementation Specialist
  • New Business Coordinator/ New Business Specialist
  • Dental Claims

Degrees

  • High School Diploma
  • License

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