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Customer Service Administrative Assistant

New York, New York, 10030, United States
March 11, 2011

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Benita Townes

*** * ***** ******, *** *W . New York, NY 10030 . (212) 281- 9808 .


Experienced and versatile Customer Service Professional with the enthusiasm

and flexibility to tackle any job. Possesses verbal and written

communication skills necessary to handle intensive telephone and e-mail

support volume with knowledge of federal trade commission rules and

regulations. Computer literate with current experience using intranets and

the internet to perform both client services and research. Strong

attention to detail and analytical skills enable excellent trouble

shooting, problem solving and project management abilities. Strengths


Customer Service Project Management Microsoft Office Suite

Problem Solving Logistics Management Order Processing

Employee Training Data Processing Research

Professional Experience

The College Board, New York, NY 1999 - 2009

The College Board is a not-for-profit membership association whose mission

is to connect students to college success and opportunity.

Administrative Assistant

Provided project management, second tier customer service and fulfillment

support including, order processing, shipment, tracking and inquiry

response for order fulfillment activities associated with company's print

on demand workshop materials and publications for special projects with

external vendors.

. Coordinated the print on demand, assembly of materials, data entry,

order fulfillment and logistics management for the company's Counselor

workshop series over an eight month period on an annual basis. Worked

closely with the company's fulfillment vendors and program staff to

provide seamless customer service, cost effective shipping rates and

real-time order tracking.

. Increased and maintained a delivery rate for company sponsored

workshops of over 95 percent.

. Developed an order tracking database allowing delivery information to

be shared with regional offices simultaneously decreasing the need for

multiple communications.

. Managed company's internal order processing to serve external clients.

Trained staff to process and troubleshoot orders to keep errors at a


. Developed forms that enabled staff to collect complete information for

order processing decreasing the need for multiple communications before

order completion.

. Provided customer service data entry and related order fulfillment

support as needed across all internal College Board Programs.

Maintained a turnaround rate for order processing of 24 hours.

. Coordinated the distribution of printing specifications with external

vendors for use in printing company's publications. Routinely cited for

excellent printing service provided to the company President's office.

. Developed system of automatic responses and trained external first tier

call center staff to answer general telephone and e-mail inquiries

which increased efficiency and reduced inquiry response time to less

than 24 hours.

. Reviewed catalogs and order forms for accuracy before printing to

ensure smooth transition of orders through the company's system.

. Designed formatted and authored the company's website confirmation

page, frequently asked questions page and online order receipt keeping

in line with the company's writing style and mission statement.

. Provided second tier collections support for delinquent accounts

minimizing the need for outside collections support.

. Identified need for, developed and implemented systems that assisted in

growing the department's order flow capacity from $4M - $12M annually.

Virtual Sight Communications, New York, NY 1998 - 1999

Online resume search service used by companies to locate qualified


Customer Service Representative

. Provided Customer Service to new and existing clients by answering

questions, and making suggestions on how to best use the online search

functions for maximum results.

. Trained clients on the use of online information service to help

provide a more productive user experience.

. Executed new accounts set up, payment processing, and billing

adjustments, ensuring smooth set up of accounts.

. Successfully collected overdue funds from corporate clients.

. Coordinated technical and account set up services utilizing telephone

and e-mail systems providing smooth on-boarding for new members.

. Consistently and appropriately conducted data entry and manipulation to

ensure proper posting of resumes to company database.


Barclay Career School, New York, NY

Certificate in Office Operations and Word Processing

NYC Technical College, Brooklyn, NY

Courses in Biology

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