Customer Service Administrative Assistant

Milly French

**** ***** *** **********, ** *****

Hm 936-***-**** Cell 214-***-****

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

Objective

To obtain a position in a contact center that utilizes my 16 years of call

center experience, achievements, skills, strategic thinking, and leadership

abilities, while building a knowledgeable team of agents with a strong

focus on customer service and superior customer satisfaction.

PointBank

May 2007 to December 2010 Call Center Supervisor/Event Coordinator

Managed day to day operations of a small financial call center supporting

employees and customers of 9 branches. Primary liaison between bank and

Secret Service to support fraud attempts against the bank. Provided

education communications to the bank regarding phishing and smishing

attacks.

Landmark Clearing/Software Solutions

October 2005 to January 2006 Administrative Assistant and

Contract Coordinator

Perform general tasks for the President, Marketing Director, and Director

of IT. Receive all incoming contracts and ensure they are completed.

Provide Sales Reps with reports regarding sales and contract completion.

Input new contract pricing, manage incoming, and outgoing invoices.

Release bills after they have been reviewed. Answer all incoming calls and

direct them to the appropriate resource. Ensure that during and after

hours phone messages are recorded and set to answer at the appropriate

times. Schedule and coordinate all training and company events.

IBM

March 2004 to September 2005 IBM Software Teleservices Rep

Receive inbound calls from customers and IBM employees for software

technical support.

January 1997 to May 2003 IBM Project Focal /

Recognition Assistant

Provided general direction to team members and provided progress updates to

our Managers when requested. Performed internal and external customer

demonstrations and conducted new hire training. I taught new processes and

customer satisfaction objectives. My responsibilities included daily

operation of the company store and reporting of monthly store statistics.

I assisted in the distribution of monthly and quarterly recognition for the

entire call center. Assisted in the coordination of all center events,

such as; kickoff meetings, luncheons, and contests. Communicated center

events to all employees by email, posters, and flyers. Managed purchase

requisitions, billing, tracking of accrual and variance for the DFW IBM

Club budget. Supervised vendors and volunteers when assisting with call

center events.

November 1994 - January 1997 IBM Contractor (SEI and Manpower) - Team

Lead / Trainer

Managed schedule adherence, prepared daily statistical analysis of group

performance and coached team members in call handling techniques. I

created a customer satisfaction process to track broken processes, and as a

result, implemented an Action Plan to address customer issues expressed

through our customer satisfaction survey. Teamed with other departments

throughout IBM to raise overall Customer Satisfaction levels. Assisted in

the creation of the call center training program and conducted new hire

training. Answered incoming and internal calls as needed based on call

volume.

EDUCATION

(1995) Court Reporting Institute of Dallas

Short hand process / methodology for court reporting and typing skills.

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