Customer Service Manager
Resume:
Wilma H. Higginbotham
Philadelphia, PA 19139
215-***-**** (Home) - 610-***-**** (Cellular)
E-mail: ************.*****@*****.***
Experienced administrative professional with excellent communication,
interpersonal and organizational abilities combined with exceptional
insight into meeting needs of customer. Strong technical and financial
management/bookkeeping skills.
Skills: Windows 98, and XP operating systems. Microsoft Office 2000 &
2007. Medical Terminology, IDX, EndNotes, Angus Anywhere Systems
(operations management software for commercial real estate), Yardi Systems,
and Card Five ID Card management program. Various E-mail and calendar
scheduling software. Ben Financials PO Manager, Mainframe and Citrix
Metaframe software programs, Photoshop, and Internet applications. Typing
60+ words per minute.
11/10 - 3/11 MSI International, King of Prussia, PA
(Contract Customer Service Representative part-time (Snelling Staffing
Services)
Assignment) ? Making outbound telephone calls for Customer Service
Satisfaction surveys.
6/09 - 10/10 Brandywine Construction & Management Co., Inc.,
Philadelphia, PA
(Contract Assistant Property Manager (Snelling Staffing Services)
Assignment) ? Provide executive and secretarial support to Building
Manager, Chief Engineer, Security Chief, Janitorial Staff
Accounts Manager, and other executives/upper management, with
considerable independence; provide any additional
documentation/work on projects as directed/needed.
. Provide tenant relative support associating with
approximately 1500 tenants to ensure that the building runs
smoothly. Create/activate new employee building access
cards/change/remove current employee access card numbers;
update building cardholder system on a regular basis.
. Work closely with Building Engineers, Security Staff, and
Janitorial Staff, process daily tenant requests/complaints
from Outlook (Citrix mainframe) E-mail and Angus/Anywhere
(work order software system) for Engineers & Janitorial
Staff; follow up with building staff to ensure that requests
have been completed, and close any work orders in Angus
AnyWhere once completed.
. Print monthly Electric Workbook Invoices & Statements,
pairing up tenant statements to go with matching electric
invoices that pertain to that tenant's statement; make copies
of all invoices and statements, and CTTs (Charge to Tenants),
and distribute via hand, fax, and/or mail.
. Code invoices for approval, enter payable vendor invoices
into Yardi by the due date (Accounts Payable/Receivable
software).
. Maintain comprehensive filing systems for all Janitorial
Supply orders, Elevator Service Records and Tenant
Lease/contracts, and maintain monthly Waste Management
dumpster reports for tenants that receive trash disposal.
. Update Security Memo (daily) for Building Management Office,
Engineers, Security Staff, and Janitorial Staff (from
written/verbal arrangements following building procedures).
. Update Tenants'/Building Management Certificate of Insurance
and Tenant Contact List as needed.
. Screen and manage phone calls from tenants, vendors, and
clients; Schedule/make arrangements for building events and
maintain knowledge of building activity, and order office
supplies.
12/06 -Present Snelling Staffing, and Contemporary Staffing, and Rose
International Employment Agencies
Various long and short term Contract Assignments assignments
while pursuing full-time employment
6/08 - 2/09 Administrative Coordinator - University of Pennsylvania -
Wharton Real Estate Department
(Contract (Unique Advantage)
Assignment) ? Assisted with Seminar Series coordination.
. Video Technology and room requests back-up.
. Assisted with preparation of materials for faculty personnel
actions, including updating curriculum vitae, appointments,
promotions, tenure reviews, leaves of absence and
terminations; maintain electronic and personnel files.
. Assisted with processing of recruitment materials, updating
course information in SRS, including course schedules, course
descriptions, classroom assignments, etc.
. Access to Online Roster and SRS.
. Assisted with Zell/Lurie Real Estate Center meeting
preparations.
. Facilitated requests regarding building issues.
Wilma H. Higginbotham - cont'd
4/99 - 7/05 University of Pennsylvania School of Medicine, Philadelphia, PA
Administrative Assistant - Department of Psychiatry (9/01 -
7/05)
? Assisted with manuscripts, grants, and IRB submissions.
. Maintained calendars, arranged meetings, including trip
reservations, and managed expense reimbursements.
. Assisted with department management and maintenance.
. Ordered office and laboratory supplies using Ben Financials
and managed budget information.
Administrative Coordinator - Pathology and Laboratory Medicine
(4/99 - 8/01)
. Assisted with laboratory maintenance and management.
. Hiring Officer for the Jarett Laboratory, specializing in
foreign personnel.
. Maintained calendars, arranged meetings, including trip
reservations, and managed expense reimbursements.
. Handled billing for the Biomedical Imaging Core, processed
and collected monthly billing, approximately $10,000 per
month, including collection efforts, using FinMis (Financial
Information Management System Database). Maintained budget
information.
9/97 - 12/98 Thomas Jefferson University Hospital, Philadelphia, PA
(JeffTemps)
(Contract Administrative Secretary - Blood Donor Center
Assignment) ? Scheduled autologous donors, directed donors, and
volunteer donors.
. Distributed paperwork according to the type of donation.
Maintained donor charts and records.
. Handled inquiries and provided information in compliance with
federal and state mandated guidelines in accordance with the
American Association of Blood Banks.
. Typed and secured confidential information on donors relating
to positive reactions for infectious diseases.
. Assisted with preparation of reports and on-call schedules.
. Updated medical forms and procedure manuals.
. Ordered medical and office supplies.
11/96 - 8/97 Pennsylvania Hospital, Philadelphia, PA (Manpower
Temporary Agency)
(Contract Executive Secretary - Business Services
Assignment) ? Prepared and maintained weekly department timecards,
attendance records, and weekly payroll requisitions.
? Maintained department personnel files.
. Prepared financial documents and travel expense forms.
. Maintained calendar scheduling and arranged meetings.
. Coordinated monthly employee performance evaluations and
annual merit increases.
. Maintained interdepartmental and contract files. Ordered
supplies and placed service repair calls on all equipment.
1/91 - 10/96 Wyeth-Ayerst Laboratories, Inc., Radnor & St. Davids, PA
Executive Secretary, New Products Marketing (11/93 - 10/96)
. Maintained calendars and schedules, prepared expense reports,
arranged travel and itineraries, external consultations, and
conferences with senior management of multibillion-dollar
corporations.
. Developed and maintained confidential databases on
competitive information. Prepared presentations for internal
and external audiences using various word processing and
graphic packages.
. Maintained, coordinated, and tracked financial budgeting
documents. Evaluated, hired, trained, and supervised
temporary administrative/clerical staff. Organized, managed,
and maintained comprehensive filing systems.
Administrative Secretary, Clinical Project Administration (1/91
- 11/93)
. Created graphs and designed charts, typed minutes, memos and
statistical reports using various word processing and graphic
packages.
. Maintained calendars, arranged meetings, including trip
reservations, managed expense reimbursements,
and assisted with department prioritization.
. Entered clinical study data into the Clinical Project
Planning and Status Reporting System (CPSR), an international
information management system database.
. Managed office supply inventory, and transcribed dictation.
Education: Taylor Business School, New York City 1982
9 Month Secretarial Skills Certificate Program
Courses included typing, clerical procedures, data entry, customer
service, accounting and bookkeeping
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