Customer Service School

B EL I NDA M. BOATENG

**** ***** *** ******

P ittsburgh, PA 15212-2049

T el: 412-***-****

Cell: 412-***-****

**********@*******.***

OBJECT IVE

H ighly qualified administrative professional with more than ten years of Secretarial

experience and

Customer Service Agent. Abili ty to multi task, prioritize and work well under pressure with

m inimal or no

supervision. Possess strong planning, organizational and communication skills, along with

desire to

excel as a team player and to make a positive contribution to any organization.

S UM MARY OF SKILLS

E xcellent Organizer * Keyboard/Typewriting Proficiency (52 wpm) * Billing (Accts

Payables and

Receivables) *Detail Oriented * Word Processing * File Management * Scheduling

* Effective Communicator * Data Ent ry * Supply Management * Mul ti-line Phone

Systems

*Assistant Teacher * Customer Service *Booking Reservations and Checking In

Customers

* Car and Valid Driver’s License

C OMPUTER EXPER I ENCE

M icrosoft Word, Excel, Access, PowerPoint, Internet Proficiency, AirTran Software, FT Web

P ROFESSIONAL EXPER IENCE

10/2012-11/2012 – AEROTEK AVIATIONS, L LC / AIRTRAN AIRWAYS

Customer Service Agent: First and foremost we are responsible for the safety of each

customer and

crew member providing them the utmost courtesy and respect with a smile. Knowing and

following

security guidelines and keeping our eyes open for any unusual acts. Assessing of any

special needs for

customers. Printing out a Boarding Pass, weighing and charging fees for baggage (regular

weight and

over-weight). Tagging bags correctly. Loading baggage onto belt to assure the baggage

gets onto the

p lane in due time.

G iving seat assignments, changing seats, upgrading to business class and collecting

fees, making reservations and taking payments. Assessment of hazardous materials,

documenting

records if needed. Ability to read and understand a reservation. Keep watch for anything

out of the

ordinary in a passenger’s PNR. Logging onto the FT Web to print out the SSR reports at the

s tart of shift

for any wheel chairs needed for the inbound f lights. Printing out the end of the day cash

report and

making sure the cash count match the report. All in all we must demonstrate integrity,

t rust and

goodwill. Team play and not shuffle the work back and forth. If i t needs done….do it. Do all

we can to

encourage the customer to come back. Always make the customer shine… then the airline

w ill shine.

M aking sure not to get caught up in customer comments and let the customer vent. Express

empathy

and apologize. Always ask questions, offer options and seek agreement. Remember to

a lways thank the

customer, for at the beginning and the end of the day it’s all about the customers.

10/2003-10/2012 - PITTSBURGH PUBL IC SCHOOLS

S tudent Data Systems Specialist/Chief Secretary Traveling to various schools using skills of

support in all

clerical based departments such as Chief Secretary, SDSS, Book Room Clerk and Records

C lerk.

S tudent Data Systems Specialist : To ensure the efficient management of all school level

computer

based information Systems, including the use and care of hardware ensuring the integrity

of data and

coordinating the input and output of information from the computer system. Print and

d istribute

I n terims, Report Cards, Honor Roll Reports and Kindergarten Assessments. Enrolling

s tudents, putting

together all the enrollment information in the student folder and filing. Updating records

periodically.

M aking sure all changes are entered into the computer system as well as the files and

emergency

contacts. Keeping a spreadsheet on enrollments and withdrawals. Making sure records

follow

t he students with a 24 hour tu rn around to what ever school they are attending when

w ithdrawal takes

p lace.

Chief Secretary: Manage the front office of the school making sure the office environment

is

clean, organized and safe. All incoming and outgoing calls, daily incoming and outgoing

mail, greeting all

v isitors with a smile and willingness to help. Keeping all student information along with

a ll office

business confidential, making sure the needs of the Principal, Asst. Principal and Teachers

a re met.

Remittance of bill payments, ordering of buses for afterschool events and field t r ips and the

assurance

of payment. Ordering supplies for the office and teachers and keeping up with the budget

balances;

making budget t ransfers where and when necessary.

Checking staff absences and substitutes for payroll purposes. Filing staff records.

Contacting parents of

any illnesses or accidents of any student inside and outside of the building. Making sure

t he safety of

t he student is first and foremost. Typing suspension letters and making calls to the homes

of the

s tudents informing parents of the suspensions or detentions. Making sure flyers with

i nformation of any

events are typed up, printed and distributed. Dismissing busers and walkers using the PA

System at the

close of school.

01/2000-10/2003-THE PITTSBURGH PROJECT (After-School Program)

Teacher/Mentor: Classroom of middle-school girls from various Pit tsburgh Public Schools

a ttending

t he after-school program to receive help with their homework. The students would be

d ivided up

between tu tors from local colleges volunteering their time. The field work consisted of

v isiting the local

schools and making sure the students were bringing with them to the program all the

homework given

to them and handing all their homework in for credit. Keeping up with their progress

reports and grades,

shopping for supplies and taking students on field t r ips. Also working the Summer Camp

P rogram, taking

t he campers on t r ips to other states, art, games, swimming and Bible Study.

E DUCAT ION

W ilma Boyd School of Business, Secretarial Program (1976)

Community College of Allegheny County (1998)

Pittsburgh Public Schools Office of Technology –Training (2003)

Air Tran Airways Training – Atlanta (2012)

February 16, 2013

Gentlemen:

Please consider this letter and attached resume as a way of showing an expressed interest

i n becoming a part of your esteemed organization. I strongly believe that I would be the

i deal candidate for the position. I am highly motivated and a very reliable candidate that

w ill demonstrate the ability and willingness to work hard for the good of the company.

I have excellent communication skills, computer skills and work very well with others. I am

adaptable to change, very versatile and willing to work within the established parameters

to accomplish the task necessary for the success of the organization and myself.

I am certain that I can make a valuable contribution to your company now and in the

f uture. Could you please take into consideration my qualifications as an employment

i ncentive and evaluate this information in relationship to the present position that is

available within your organization.

I am looking forward to hearing from you in regards to a date and time that we may meet to

d iscuss this great opportunity further.

Sincerely yours,

Belinda M. Boateng

1001 Woods Run Avenue

Pittsburgh, PA 15212

412-***-**** (cell) Primary

412-***-**** (home)

**********@*******.***

P age 3

REFERENCES:

Mary Fitzpatrick, Executive Secretary Patricia Fontana, Retired School

C rossing Guard

1312 W. North Avenue, Apt. 4 969 Woods Run Avenue

P ittsburgh, PA 15233 P ittsburgh, PA 15212

412-***-**** (Friend) 412-***-**** (Neighbor/Friend)

Cayenne Williams, Retired Public Transit Driver Sarah Sumpter, Retired

Public School Principal

2693 Woodstock Avenue 3421 Iowa Street

Pittsburgh, PA 15218 Pittsburgh, PA 15219

412-***-**** (Friend) 412-***-**** (Supervisor)

Contact this candidate