PROFESSIONAL SUMMARY: Expert in customer service practices with 25 years' experience in implementing customer satisfaction, monitoring protocols, and training & developing support staff in order to achieve and exceed satisfaction goals. Solid experience in conducting investigations, reviewing compliance, monitoring inventory, analyzing data and constructing reports of data surveilled.
Customer Service Expert
Ability to Multitask
Training and Coaching Strategies
Exceptional Attention to Detail
Ability to Maintain Flexibility
Office Management Skills
File, Data and Inventory Maintenance
Shipping and Fulfillment
Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook)
Various File Maintenance Systems, Inventory Control Systems and Database Systems
Ability to operate various office equipment such as fax machine, scanner, imaging system, multi-line phone system
Operations Assistant January 2016 to CurrentCompany Name － City, State
Primary assist with shipping of Specialty Prescription medications.
Warehouse Fulfillment Associate January 2015Company Name － City, State
Completed customer orders in an expedited matter, while packing and shipping orders within the provided deadline to satisfy and exceed production goals over 100%.
Used strong troubleshooting abilities to resolve shipping issues in order to ensure standards were met 100% of the time.
Operated in a heavy level occupancy with the ability to meet all physical demands of lifting up to 50 pounds, climbing, pushing pulling, bending and standing/walking for the entire shift of 8 or more hours.
Special Project Assistant April 2013 to January 2016Company Name － City, State
Provided multiple building support for special projects for a major Healthcare Company in Robinson Towne Center.
Managed inventory control and building maintenance issues, while monitoring designated areas to ensure satisfactory.
Authorized Field Agent June 2011 to April 2013Company Name － City, State
Visited business clients at their establishment to conduct evaluations in order to enforce service goals, quality standards, cleanliness and other important areas in which the company desires.
Maintained and balanced a flexible schedule to complete multiple field visits, in order to submit observations in a timely manner.
Formatted, constructed and delivered reports in a written format, while meeting all deadlines in a time-restricted environment.
HR Assistant /On-Site Inspector December 1989 to January 2016Company Name － City, State
Creating and distributing documents Providing customer service to organization employees Serving as a point of contact with benefit vendors/administrators Maintaining computer system by updating and entering data Setting appointments and arranging meetings Maintaining calendars of HR management team Compiling reports and spreadsheets and preparing spreadsheets Involved in a number of areas of human resources, including: Payroll and Benefits Administration Processing payroll, which includes ensuring vacation and sick time are tracked in the system Answering payroll questions Facilitating resolutions to any payroll errors Participating in benefits tasks, such as claim resolutions, reconciling benefits statements, and approving invoices for payment Record Maintenance Maintaining current HR files and databases Updating and maintaining employee benefits, employment status, and similar records Maintaining records related to grievances, performance reviews, and disciplinary actions Performing file audits to ensure that all required employee documentation is collected and maintained Performing payroll/benefit-related reconciliations Performing payroll and benefits audits and recommending any correction action Completing termination paperwork and assisting with exit interviews Recruitment/New Hire Process Participating in recruitment efforts Posting job ads and organizing resumes and job applications Scheduling job interviews and assisting in interview process Collecting employment and tax information Ensuring background and reference checks are completed Preparing new employee files Overseeing the completion of compensation and benefit documentation Conducting benefit enrollment process Administering new employment assessments Serving as a point person for all new employee questions Certified On Site Inspection work: Primary overseer of all aspects of the company's On Site Inspections in Allegheny County Area, implementing effective customerservice practices and completing onsite inspections at 135% above required quota.
Train and equip employees with viable Customer Service practices from monitoring quality assurance protocols, in which led to various changes allowing for the quality ratings to increase from 96.9 to 98.2% for the year-end report of 2015.
Assist with the modification and enforcement of policies and procedures governing customer correspondence and handled escalated customer complaints Responsible for creating reports of compiling data and monitoring trends, in order to meet company standards.
Perform a wide variety of tasks, including maintaining confidential client files, monitor compliance, conduct meetings, and provide feedback to improve business procedures.
Associates Degree : Paralegal Studies, 03/17/1993Penn Foster Career School － City, StateParalegal Studies
High School Diploma : 06/06/1982Penn Hills High School － City, State
Certified Authorized On Site Inspector for MSI Services Inc.
Certified Field Agent for CIC & Investigative Services
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Clear contact info
Penn Foster Career School
Penn Hills High School
Job Titles Held:
Warehouse Fulfillment Associate
Special Project Assistant
Authorized Field Agent
HR Assistant /On-Site Inspector
Associates Degree : Paralegal Studies , 03/17/1993 High School Diploma : 06/06/1982
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