SEARCH

Operations Assistant/Scheduling Coordinator Resume Example

Resume Score: 80%

Love this resume?Build Your Own Now
OPERATIONS ASSISTANT/SCHEDULING COORDINATOR
Professional Summary

Experienced Administrative Assistant and Customer Service Manager with over 10+years of hands-on experience working in diverse office and customer service environments. A team player who works collaboratively and effectively communicates with all levels of staff. Proficient success in using MS Office,Word,Excel and PowerPoint. I'm interested in similar entry-level opportunities with your company where my exceptional administrative, management,customer service, sales and technical support skills will be fully utilized.

Skills
  • Excellent time management skills
  • Customer service-oriented
  • Dependable
  • Team building/Team Player
  • Strong problem solving aptitude
  • Ability to multitask
  • Organized
  • Punctual
  • Excellent written, interpersonal, listening, and verbal communication skills.
  • Efficient in basic computer skills such as Word, PowerPoint, Excel and typing.
  • Troubleshooting and diagnostics
  • Technical documents comprehension
  • Software diagnosis
  • Desktop support
  • Timesheet processing
  • Insurance Knowledge
  • Customer service
  • Recordkeeping
  • Administrative tasks
  • Schedule Management
  • Leadership
  • Training and Development
  • Conflict Resolution
  • Staff Management
  • Supervision
  • Insurance billing procedures
  • Medical Records Management
  • Managing patient records
  • Understanding of medical terminology
  • Understanding of medical ethics
  • Insurance claims
  • Collections
Work History
Operations Assistant/Scheduling Coordinator, 02/2019 to 10/2020
GoCary/MV Transportation – Cary, NC
  • Developed and implemented scheduling and American Disability Act(ADA) policies.
  • Developed strong working relationships with management and executive team through effective scheduling and communication skills.
  • Gathered employee data to develop monthly work schedules, enabling proper staffing for all departments for each shift.
  • Led team of 3 scheduling coordinators.
  • Worked with manager and supervisor to plan and coordinate production schedules.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
  • Assisted operations manager with planning of routine operations and special projects.
  • Assisted with day-to-day operations of facility, including scheduling and customer service.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Built and maintained relationships with ADA clients and drivers.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Player Support Team Lead, 02/2018 to 03/2019
Epic Games, Inc. – Cary, NC
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer.
  • Learned, reference and apply product knowledge information.
  • Replied to an average of [200+] emails per day by addressing customer inquiries, solving problems and providing new product information.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Engaged users and answered questions on website and in forums.
  • Used ticketing systems to manage and process actions taken.
  • Researched, troubleshooted and resolved complex problems independently.
  • Reviewed dual transactions that appeared suspicious to uncover possible fraudulent activity.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Supervised 15-20 Player Support Specialist in providing excellent customer service to players requiring assistance for Billing and Technical issues.
Call Center Supervisor, 11/2011 to 01/2018
ACS/Xerox – Cary, NC
  • Effectively managed a high-volume of inbound and outbound customer calls for Humana (Medicare Part D Prescription Drug)Wellpoint, Blue Cross Blue Shield and Sprint campaigns processing claims,billing and enrollment,pharmaceutical co-pay programs and sales.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • 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.
  • Mastered of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Provided incentive to increase productivity by offering employees awards for best customer service.
  • Conducted performance reviews for all Customer Service. Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
  • Trained team members on performance metrics and consumer behavior identification.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Account Management Team Lead, 01/2009 to 08/2011
TitleMax Inc – Clinton, SC
  • Managed daily office operations, including client account, supply, inventory and records management.
  • Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
  • Participated in marketing, outreach and other visibility efforts.
  • Answered incoming phone calls, responded to phone calls and in-person requests, handled internal communications and greeted visitors in the reception area.
  • Collected member loan payments.
  • Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Handled outbound and inbound calls daily with goal of collecting owed debt.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Managed discharge and sale of default property.
  • Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Education
High School DiplomaSmithfield-Selma Senior High School - Smithfield, NC
Associate of Arts: College Transfer creditsJohnston Community College - Smithfield, NC
Customer Service Certification(140hrs)Thomas Nelson Community College - Hampton, VA
No Degree: Covid-19 Contact Tracer CertificationAstho
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • GoCary/MV Transportation
  • Epic Games, Inc.
  • ACS/Xerox
  • TitleMax Inc

School Attended

  • Smithfield-Selma Senior High School
  • Johnston Community College
  • Thomas Nelson Community College
  • Astho

Job Titles Held:

  • Operations Assistant/Scheduling Coordinator
  • Player Support Team Lead
  • Call Center Supervisor
  • Account Management Team Lead

Degrees

  • High School Diploma
    Associate of Arts : College Transfer credits
    Customer Service Certification(140hrs)
    No Degree : Covid-19 Contact Tracer Certification

Similar Resumes

View All
Assistant-Manager-and-Scheduling-Coordinator-resume-sample

Assistant Manager and Scheduling Coordinator

Extreme Ice Center

Littleton, Colorado