Customer Service Manager

Location:

Posted:

September 10, 2013

Paula Terrell

Professional Profile

Administrative professional with over 20 years experience as an Administrative Assistant. Proficient in all aspects of office

management for senior level executives in the areas of sales, customer service, manufacturing, personal computing, software,

pharmaceutical and human service agencies. A results- oriented professional with high standards, strong work ethic and

dedication to values to achieve excellence in all tasks performed.

Professional Experience

March 2007 –July - 2013 – Claiborne, Inc. – Office Manager – Customer Service, dispatch for loads, broker loads, responsible

for accounts payables/ receivables and payroll. Ordering of all office supplies. Responsible for annual reports and other

quarterly reports required by the North Carolina Secretary of State and Utilities Commission. Responsible for all DOT paperwork

and audits. Filing of quarterly taxes and corporate taxes. Compile daily trip logs for state to state mileage and compute fuel tax.

UPS and Fed Ex mailings. Monitor CB radio for any issues with drivers and loads. Responsible for all new hire driver

paperwork. Orientation of new hires, drug screens, background checks. Posting ads. DOT experience and FMCSA

March, 1996 – September 2006 – IBM Executive Assistant - Provide full administrative support to Director and VP. Extensive

international and domestic travel reservations. Expedient and accurate expense reconciliation with AMEX on a timely basis.

Maintain a conflict free calendar utilizing business judgment in prioritizing meetings.. Extensive contact with external customers

both domestic and international requiring a high level of confidentiality as well as reroute to appropriate delegate in order to

enhance executive’s productivity.. Screened, categorized and prioritized incoming emails as entrusted to delegate and answer

emails on executive’s behalf. High level of external customer contacts with responsibility for scheduling and preparation of

briefings and interviews thru PR agency Responsible for setting up video conferencing and webinars with responsibility of mass

emailing agendas and gathering agenda items. Planning large events. Create and update organization charts. Understand diverse

points of view. Assume ownership of other assignments on a proactive basis. Exercise and display a very high degree of

diplomacy, tact and business conduct. Resolve frequent and complex administrative situations. Proficient in database work.

Maintain a high degree of accountability in support of executives, Advised staff of departmental procedures and implementation

of new systems/procedures. Keeping minutes and following up on action items on a Task Force with executives.

February, 1992 – November, 1993 - Office Manager - Foam Design

Customer service, order entry, purchasing of raw material and all office supplies, expense reports for sales managers, travel

arrangements, customer sat issues. Responsible for orientation of all new hires regarding benefits and handled all personnel

forms, insurance claims, workers compensation and drug screening. Created work orders through temp agency for assembly work

positions. Supervision of receptionist position. AP/AR work.

1984-1991: Person County Department of Social Services- Clerk Typist, Income Maintenance Caseworker

During tenure held two positions: Clerk Typist and then promoted to Income Maintenance Caseworker for the Food Stamp

Office. While a clerk typist, typed dictation for social workers on adoption summaries, court summaries and home studies.

Backed up receptionist to a multi-line switchboard. Assisted Child Support agency with appointments and typing court forms.

Income Maintenance Caseworker duties entailed interviewing applicants coming in to apply for food stamps and determining

eligibility under state/federal mandated guidelines.

Proficiencies: MS Word, Power Point, Excel, Outlook, Word Pro, Word Perfect, Lotus Notes, Freelance, 1-2-3, Travel

Arrangements, Expense Reconciliation, Database Work. Typing speed of 85 WPM with less than 3% error rate.

REFERENCES PROVIDED UPON REQUEST