Customer Service Office

M ARY PEMBERTON

*** ****** **** ****** • Ocoee, FL 34761 • 407-***-**** • *********@*****.***

Call Center Specialist

Experienced Call Center Specialist with a professional, dedicated work ethic. Excellent customer

service skills and the ability to carry out all necessary duties with professionalism and quality.

Qualifications Summary

• Extremely motivated and hard working

• Enjoy the challenge of meeting and exceeding set goals

• Interact well with all types of personnel

• Pro-active approach to avoiding and resolving conflicts

• Strong planning and organizational abilities

• Understand the necessity of mastering new software, technologies and skill sets

Key Skills

• MS Office Software (Word, Excel, PowerPoint, Access, Outlook)

• Office Management

• Teambuilding and Supervision

• Policies and Procedures Manuals

• Report and Document Preparation

• Database Creation

• Records Management

Professional Experience

Asphalt Repair Services 2009-Present

Office Manager

• Responsible for all duties required to manage a business office

• Answered phones, filed paperwork, experienced at operating office machines

• Created contracts, financial documents, bids on jobs and other documentation needed

• Handled sales calls, job schedules and dealt with suppliers to order materials needed for

each job.

Lake-Sumter Community College 2008-2009

Internship as Career Center Assistant

• Answered phones

• Kept inventory of books for book-loaning program

• Helped students register for women’s program

• Maintained current job listing for career placement

Student Assistant to faculty in the Business and Technologies Department

• Maintained inventory of office supplies

• Assisted with filing, grading of papers, typing of documents in Word, Excel, and Access

• Kept computer labs stocked and cleaned

• Maintained personal payroll hours form for monthly paycheck

Orlando Harley Davidson, Orlando, FL Receptionist 05/1999 - 11/2002

• Excelled in customer wait time, answering multi-line phones

• Used well-developed customer service skills greeting customers, answering questions, directing

customers to the right sales rep, and assisting in all other customer needs

• Assisted office personnel in filing, making sure customer files had correct information, copying

documents, and using fax machine to send documents to suppliers

Webster Univ., Kansas City, MO Admin. Assistant to Dean of Admissions 05/1995 - 07/1998

• Responsible for office management. Planned, scheduled department meetings, kept minutes,

and performed records management ensuring documents were organized and easily accessible

• Achieved great customer service skills greeting and directing students, helping students with

necessary documents to complete files, and admission status

• Answered phones, assembled information packets for mailing to future students, filed student

records, copied, faxed, and mailed all correspondence/documents for Dean

• Created a database concerning student information, making all office personnel jobs easier

• Assisted office personnel by providing overall office support

.

Leslie Company, Olathe, KS Supervisor for Riveting Department 03/1991 - 12/1993

• Good leadership and interpersonal skills were used, ensuring the department met and exceeded

quotas

• Used good organization and planning by ensuring all jobs met deadlines and all employees had

necessary materials at all times

• Strong multitasking skills resulted in having the responsibility for Shipping & Receiving

• Responsible for unloading and loading trucks, inventory put in proper place and shipping and

receiving paperwork completed

• As a hard working employee and the pride taken in the work done, management recognition

was awarded

Education History

Lake-Sumter Community College

AAS in Office Administration/Business, 2009 (GPA: 3.4)

Relevant Courses:

o Business Communications

o Business Math, Algebra

o Human Relations

o Ethics and Etiquette

o Keyboarding and Document Formatting

o Practicum (records management, filing skills, decision making, office management,

transcription)

Kansas City Business College

Certificate in Secretarial Program, 1987

Honors

• Campus Diplomat

• Chosen by Dean of Business as Keynote Speaker Advisory Board Breakfast "Growing

Successful Students," Lake-Sumter Community College

• Leadership Award (twice)

• Excellence in Perseverance

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