Administrative Assistant Customer Service
Resume:
Amanda Shank ***** Fernald Avenue, Dallas, Texas *5218
************@***.***
Experience
KMTafalla Financial Services; Mesquite, Texas
October 2009 - Present
. Administrative Assistant
o Process all incoming mail
o Create and maintain filing system
o Complete expense reports
o Research purchases and travel
o Accounts Payable and Receivables
o Administrative support
. (this is a part-time position, and I am seeking full-time
employment)
Trend Personnel; Dallas, Texas
October 2010 - January 2011
. Temporary Agency Placement
o Log Clerk
. Scanning, sorting and filing all incoming logs
. Compliance reporting
Pure Energy Solutions; Dallas, Texas
September 2008 - July 2009
. Customer Care Manager
o Developed performance metrics for the call center
o Designed and executed reports for Senior Management
o Resolved escalated customer concerns, including thorough research
of all BBB and regulatory complaints
o Instituted customer retention program, resulting in significant
financial gain for the company
o Administrative assistant support to the CEO and CFO
. Company went out of business
Aces Wired, Incorporated; Dallas, Texas
January 2008 - June 2008
. Corporate Trainer
o Developed and presented training manuals for new locations
o Interviewed and staffed new locations
o Designed and implemented compliance review program ensuring
accuracy for all processes
. Company went out of business
Stream Gas and Electric; Dallas, Texas
August 2006 - January 2008
. Call Center Logistics & IT Liaison
o Assisted customers with concerns
o Handled escalated concerns with the Resolution Team
o Trained new customer care representatives
o Monitored productivity and coached CCR's
o Defined performance metrics and implemented policies and
procedures for the call center in designing the Mission Control
division
o Presented IT issues and enhancement requests to the IT department
on behalf of the call center
o Tested, and subsequently trained all new releases prior to their
release date to ensure smooth transition
o Responsible for the forecasting and scheduling of the 135 +
employees in the call center to guarantee adequate coverage to
meet the needs of the firm
Grand Rapids Building Services; Grand Rapids, Michigan
October 2004 - November 2005
. Regional Manager
o Responsible for the success of more than 200 employees including
recruiting, hiring, training and developing clearly defined career
paths for them
o Financial statement review, inventory and quality control,
customer relations
WGRD-FM, Regent Communications; Grand Rapids, Michigan
April 2001 - October 2004
. Mid-Day Air Talent and Promotions
o Hosted a mid-day radio show
o Oversaw charitable promotions for the station
. WGRD was chosen as a finalist for the Crystal Award for
outstanding public service as a result of my efforts
o Trained all programming staff on newly implemented systems and
trained all new programming staff
T.G.I.Friday's; Grand Rapids, Michigan
January 1996 - March 2002
. Server, Shift Leader, Corporate Trainer
o Trained new staff in both on-the-job and classroom settings
TDI Talking Phone Books; Grand Rapids, Michigan
March 1997 - September 2000
. Lead Customer Service Representative
o Researched customer concerns regarding their yellow page
advertisements
o Negotiated reimbursements to ensure customer satisfaction
o Trained and managed a verification team to create an accurate
publication
Federated Media; Grand Rapids, Michigan
January 1992 - November 1996
. Responsible for all commercial traffic and billing
. Managed accounts receivables, production orders and coordination of
game broadcasts for the five radio stations in the organization
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