Administrative Assistant Customer Service

TERESA M. SCHRADER 847-***-**** (leave message)

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

Palatine, IL 60074 http://www.linkedin.com/pub/schrader-terry/28/50/72a

SUMMARY

Results-oriented, dedicated self-starter with accumulated

Administrative/Data Analyst/IT Help Desk Management knowledge and

experience in a variety of fields in global environments. Strong

organizational and communication skills. Key strengths in ability to work

with people, envision and create processes, and determination to accomplish

tasks. Areas of expertise include:

Marketing Customer Service Import

Sales Insurance Research & Development

Database/Web Management Data Analysis Real Estate

PROFESSIONAL EXPERIENCE

Motorola Solutions, Schaumburg, IL 1999 to Sept 2012

IT Data Analyst Mgmt

Supported Help Desk in problem ticket backlog reduction and ticket quality.

Created data reports for team usage in monitoring ticket activity and

provided analysis for actions to improve efficiency and effectiveness.

. Accomplished 60% team ticket backlog reduction by creating and

implementing team backlog summarization and communication/action plan

process.

. Achieved 42% reduction in backlog by creating a group identification

and communication process.

. Realized 32% Help Desk problem ticket quality improvement by auditing

resolved tickets, identifying areas requiring improvement, creating

training documentation and conducting training sessions.

. Piloted customer dis-satisfaction process for on-going improvements by

auditing customer satisfaction responses, identifying areas of

improvement, and recommending actions which resulted in increased

customer satisfaction.

. Attained 55% support group reduction by creating and implementing

review process of current support groups and new requests.

Communicated with support group owners with alternatives to new

requests or recommendations for combining current groups.

ITIS EUC Administrative Assistant / GEMS Engineering Computing IT Admin

Assistant

Provided word processing, excel spreadsheet, and PowerPoint presentation

support as well as travel arrangements, meetings and special event

planning, and phone support.

. Reached savings of $36K phone and remote charges by scrubbing current

charges on a monthly basis and cancelling any services no longer

needed.

. Recognized with Bravo Award for creating and maintaining department

global website that increased international IT team productivity.

. Created, administered and analyzed customer satisfaction survey which

was given to identify strengths and weaknesses. It provided the data

necessary to create improvements that increased customer satisfaction.

. Identified $199K in asset management cost savings/avoidance by

compiling asset sheet and reviewing renewal dates.

. Achieved $400,000 least cost savings by working with the vendors to

obtain lower lease renewal costs and retiring equipment no longer in

use.

Manpower (Motorola), Schaumburg, IL 1998 to 1999

Provided database management for the iDEN website and support for the

InfoQuest website including all procedures involved in the addition of new

accounts, deletion of accounts, auditing, problem resolution, and the e-

mail distribution of weekly updates and alerts.

. Created auditing procedures and additional spreadsheets for metrics

measurement of deleted accounts and implemented on a daily basis

resulting in improved database management.

. Created format for follow-up of inquiries which promoted additional

interest and usage of site.

. Created templates for correspondence which increased productivity.

Alliant Foodservice / Dietary Products, Deerfield, IL 1994 to 1998

Provided senior administrative support to the Health Systems Department.

Responsibilities included all Secretarial work for 2 Directors and 1

Manager, including extensive word processing, presentation design and

preparation, spreadsheet design and utilization, phone management, meeting

arranging and travel planning.

. Created filing system for easier retrieval of information and paperless

formats for travel inquiries resulting in increased productivity for

the department.

. Created and implemented expense spreadsheets to track expenses against

budget per month and year to date which provided for departmental

savings opportunities.

. Actively involved in promoting Department as Best Demonstrated

Practices for computer systems and communication.

ADDITIONAL RELATED EXPERIENCE

Omron Healthcare, Inc. - Vernon Hills, IL Administrative Assistant

. Established and maintained article's library which expanded to include

all market research reports readily available for inquiry

D.C.S. Services - Palatine, IL Owner/Manager

Operated secretarial, word processing and direct mailing services on

subcontract basis

Prudential Preferred Properties - Palatine, IL Sales Associate

Equitable Life Assurance - Palatine, IL Claims Processor / Computer

Entry

EDUCATION

Ripon College, Ripon, Wisconsin Coursework in Music

Harper College, Schaumburg, Illinois Coursework in Computers,

Accounting, Real Estate

PROFESSIONAL DEVELOPMENT

BMC Remedy Knowledge Management / EAMS

Compass Knowledge Champion

MERT (CPR/AED)

FrontPage / Visio / HTML

Kronos

Digital Six Sigma

Accounting & Finance[pic][pic][pic][pic][pic][pic][pic][pic]

Contact this candidate