Customer Service Management

Michelle D Thomas Dezonie

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

Tobyhanna, PA 18466

Primary Phone: 570-***-****

Email: abgp05@r.postjobfree.com

Purpose: To utilize my over 15 years of experience to organize and

coordinate office operations. Implementing my skills and abilities to

oversee and manage the provisions and needs of the office in order to allow

the staff to function more efficiently and effectively.

EXPERIENCE

Pocono Mountain Charter school Tobyhanna, PA

05/01/2008 06/25/2012

Executive Administrative Assistant

. Screened calls for the Chief Executive Officer.

. Perform secretarial tasks such as coordinate meetings, prepare

minutes, and arrange

conference

calls, create scribed responses, etc.

. Retrieved all phone messages and provided return call when needed.

. Scheduled appointments and maintained a calendar of meetings and

appointments without

clearance when needed.

. Create written correspondence upon request.

. Arrange all travel needs.

. Maintain office files, documents and financial records.

. Acting liaison for the CEO and Board of Trustees

. Conduct research for projects, legal governance and organizational

growth utilizing the internet

and reference materials.

. Develop presentations with usage of pivot tables and

research, power point and spreadsheets.

. Create and prepare expense reports

. Assisted in Annual Budget and End of the Year Reporting,

Forensic Audits

. Office management

. Maintain organizational charts

. Researched, implemented and maintained main data frame for

contacts including parents,

clients, staff and government officials.

. Maintain all files, Legal "Keeper of the Records"

. Review resume of potential employees

. Create job descriptions for new and open positions

. Conduct interviews via phone and initial face to face with potential

employees

. Research company benefit packages

. Prepare and process payroll

. Maintained employee time records and addressed any infractions with

appropriate

action

. Review employment contracts

. Assist Human Resources during orientation

. Recorded, received and transcribed dictation from meetings.

. Addressed questions from employees, customers, visitors, etc. where

knowledge, judgment or

interpretation of policies, procedures, and regulations were

necessary.

. Communicated executive directive both orally and in writing, by

providing and obtaining

information, effectively, clearly, correctly, concisely,

completely and logically, in a timely

. Review unemployment materials and attend unemployment hearings

. Performed basic administrative duties such as filing, faxing,

scanning and other duties as

assigned.

. Organize all events for staff, school and business meetings

such as graduations, holiday parties,

lunch meetings, dinner meetings, etc.

. Work with confidential business, legal and government

documents with no supervision

. Work collaboratively with legal representation to gather all

documents and assess all legal

situations through calls, faxes, emails and meetings one on

one.

. Certified Safety Officer.

Quest Diagnostics Horsham, PA

10/04/2003 05/07/2007

Patient Service Supervisor

. Supervise Eight Patient Service Centers approximately 35 employees.

. Made sure OSHA regulations and Health Codes were kept up to

standards.

. Train new Phlebotomist on proper venipuncture techniques.

. Prepare payroll and conduct monthly meetings.

. Develop and administer current and changes to SOP manuals at Sites

. Perform annual evaluation and develop Personal Improvement Plans

. Hire and terminate employees

. Review resume for employment openings

. Process payroll

Pocono Medical Center East Stroudsburg, PA

12/01/2001 10/31/2003

Phlebotomist

. Perform venipuncture on inpatient.

. Perform drug testing and venipuncture for outpatients.

. Provide blood alcohol testing for DUI's.

OSI Collections Bethlehem, PA

06/24/2002 12/19/2002

Account Representative

. To contact previous consumers and retrieve payment for delinquent

accounts.

. Aid consumers in payment arrangements

Toxi Con Scranton, PA

11/02/2002 12/02/2002

Phlebotomist

. Perform Drug screens and Venipuncture draws as well as assist Medical

Technologist in

Laboratory procedures and tests.

Data Entry, Preparation of labs

Fleet Bank Bethlehem, PA

02/28/2001 11/17/2001

Telephone Representative

. Provided assistance to customers with account information,

applications and changes.

. Mentored new trainees on the call center floor.

92nd Street Y (Young Men s/ Young Women s Hebrew Association New York, NY

07/16/1991 01/23/2001

Registration Manager

. Supervise a staff consisting of three departments (Customer Service,

Box Office, Tele-sales).

Maintain up to the minute changes to the main frame

database.

. Create payment plans and maintain scholarships.

. Assisted Departments with programming for each season.

. Proof- read and all new programs for the seasonal catalogs.

. Prepare the End of Day financial reports and deposits for Accounting.

. Train all new employees on registration system.

. Interview potential employees

. Prepare and perform yearly evaluations and PIP

EDUCATION

Northampton Community College

08/01/2010 Present

Bethlehem, Pennsylvania

Major: Business Management / Minor: Psychology

Number of Credits Earned: 44

Allied Medical and Technical Careers

04/01/2001 11/31/2001

Scranton, Pennsylvania

Major: Phlebotomy, EKG, Lab Assistant

City College of New York

06/01/1990 02/28/1993

New York, New York

Major: Biology

Number of Credits Earned: 72

SKILLS AND ABILITIES

. Train and instruct staff on new products and procedures.

. Venipuncture, Vital Signs, 12 Lead EKG

. Typing 45 WPM, Faxing, Copying, Customer Skills, Switchboard

. OSHA Aseptic Techniques, Dean Vaughn Medical Terminology, Basic

Laboratory Procedures,

Organized, Basic Computer Skills, Office Procedures Manager

. Troubleshooter

. Resolution Conflict

. Train new employees.

. Able to multi task and switch mid -stream.

. Quick learner.

. Detail oriented, organized, reliable, trustworthy and thorough

. Possess outstanding communication skills.

. Proactive

. Proficient in: Office 2007 with particular emphasis on Word, Excel &

PowerPoint.

. Willingness to learn new software and technology skills

. Possess an understanding of the Basic Safety process

. Excellent team player while possessing a strong ability to

work independently with little or no

Supervision

CERTIFICATIONS AND LICENSES

The Essentials of HR Law issued by Fred Pryor Seminars

2012 School Security Officer Institute issued by Pennsylvania Department of

Education and the Center for Safe Schools

National Response Framework, An Introduction IS 00800.b issued by US

Department of Homeland Security

ICS for Single Resources and Initial Action Incident, ICS 200 issued by US

department of Homeland Security

National Incident Management System, an Introduction issued by US

department of Homeland Security

Introduction to Incident Command System ICS 100 for School issued by US

Department of Homeland Security

Responding to School Emergencies issued by Readiness and Emergency

Management for Schools

Preparedness in School Emergency Management issued by Readiness and

Emergency Management for Schools

Preventing and Mitigation School Emergencies issued by Readiness and

Emergency Management for Schools

The Four Phases of School Emergency Management issued by Readiness and

Emergency Management for Schools

Certified Phlebotomist Technician issued by National Phlebotomist

Association

REFERENCES: Available Upon Request

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