Office Management/Administrative Support

Melissa Sprabary

**** ******* **.

The Colony, TX 75056

Res Tel: 214-***-****

Email: *******.********@*****.***

Summary

Diverse administrative specialist experience that includes professional customer service, managing,

supervising, written and verbal communication, administrative research, analytical and auditing

experience, billing and invoicing, client relations, with the ability to perform at a high level of leadership

and self motivation. Known for exceptional quality assurance and organizational skills.

RWC Construction LLC – (December 2012 to May 2013)

Office Manager

Supported Project Manager and owners in contracted operations to build compressor station facility for a

natural gas pipeline company from new ground.

• Establish new office operations for a natural gas pipeline company.

• Maintain and order office supplies, large equipment, materials and tools.

• Create, maintain and manage new operation reports, daily progress; inventory and material

control, and ensure accurate weld counts for gas pipeline.

• Manage employee work and vacation schedules, payroll, new hire processing.

• Manage budget, staffing and maintain head count.

Business Interiors by Staples - (March 2012 to December 2012)

Order Management Administrator

Managed and processed high volumes of furniture orders for commercial, residential, school and home

environments.

• Worked in a high paced, urgent environment, engaging and working with a multitude of vendors,

furniture operations, various Staples teams and departments to ensure orders are placed and

distributed to the correct vendors for processing and shipment, to delivery.

• Work with multiple diverse AS400 and web based systems with various applications to ensure all

orders were placed, scheduled, dropped, shipped and delivered in the appropriate service

requirements.

Staples Advantage Contract & Commercial (2010 - March 2012)

Administrative Assistant I

Supported the Regional Director of Sales and thirty-six Business Development Executives with daily

needs and responsibilities.

• Schedule travel arrangements, calendar management, extensive daily correspondence, schedule

meetings, conference calls, track time off, verify expense reports; ordering office, marketing,

training supplies and materials.

• Assist with presentations and projects, run and maintain sales reports using Microsoft Outlook,

Access, Excel and Powerpoint.

• Assist and provide back up support to the Administrative Manager and Regional Vice President

with various projects and activities.

• Work closely with Regional Sales Director and Business Development Executives to ensure

request for Proposals and Contracts are signed and delivered, meeting deadlines.

• Ensure new hires have supplies and system access.

Career History

IBM (1994-2010)

Administrative Growth Advocate (2005-2010)

Assisted IBM clients in billing, invoicing, revenue growth, detailed research, maintenance and warranty

contracts, entitlement, and data analysis.

• Achieved over $100 million in revenue growth that exceeded projected revenue through engaging

vendors and customers to analyze their current maintenance contracts for state, federal, and

commercial accounts, warranty expiring equipment.

• Detailed research with invoicing discrepancies; while exceeding overall requirements and

measurements each year with a small three member team.

Knowledge Transition Representative (2005)

Selected to assist with knowledge transfer of a client’s company Human resource department to IBM

Costa Rica; while training new hires on process documentation and transition data. Concurrently

selected to do operations projects.

• Interacted daily with high level executives, project managers and leads.

• Organized and developed process documentation using several different software data, including

Excel, Vizio, Powerpoint, and Word.

• Successfully transitioned Human Resources, 401K, and Pension departments.

Workforce Management Operations (2005)

Selected for temporary assignment providing statistical analysis, consulting, and monitor call center

performance for two centers, Dallas and Atlanta.

• Prepared daily, weekly, and monthly reports. Created staffing projections for current and new

business.

• Created, monitored and managed call center scheduling, call volumes, forecastingand validation,

and prepared Fall Planning.

Senior Customer Entitlement Specialist (2002-2005)

Handled a high volume of entitlement for client and customer equipments to verify maintenance and

warranty coverage.

• Extensive research using multiple databases in problem solving and using decision making skills

to determine entitlement accuracy.

• Engaged strong organizational and time management skills while maintaining successful audit

and call observation scores for listening and quality control.

• Successfully passed all Quality Manual Program auditing.

IBM Hardware Customer Service Receive Call Senior (2001-2002)

Supervisor roll managing over twenty representatives at one time.

• Successfully managed receive call agents in achieving 100% customer service in the National

Customer Service Survey.

• Analyzed and created spreadsheets to maintain current measurements and improve process

procedures.

• Managed schedule adherence and became the Subject Matter.

• Expert on Daily and Monthly Operating reports for executives and management.

• Successfully lead the team as Quality Control focal to assist in audit preparation and audit

readiness.

IBM Call Handle Teleservices Agent (1994-2001)

Managed IBM work screens of IBM Hardware Service Technicians

• Monitored and managed Service Technicians work screens to ensure call capture and assist all

field escalations.

• Ensured timely criteria was met of each of the technicians calls, up to twenty different work

screens and multiple incoming technician calls at any given time.

• Assisted in system testing, program development and process documentation.

Professional Development – Business education and development

• Leadership Development Program

• Franklin Covey Project Management

• Franklin Covey 7 Habits of Highly Effective People

• Franklin Covey What Matters Most

• Delighting the Customer

• Managing Multiple Projects, Objectives, and Deadlines

• Customer Service Communications

Skills

• Micro Soft Office

• Lotus 123, Approach

• Quality Assurance and auditing readiness training

• Cost Engineering training – head count and budgeting

• Process documentation

• Supervising and coaching

• Analytical

• Time Management

• Scheduling

• High Level reporting

• Avaya

• Salesforce

• AS400

• Windows

Contact this candidate