Customer Service Manager
Resume:
Joye Watkins
Kettering, OH **440
abickc@r.postjobfree.com
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OBJECTIVE:
An Administrative or Customer Service position with a progressive
group/company with opportunities in growth and personal development.
QUALIFICATIONS:
. Over 20 years of Administrative Experience
. Excellent Administrative and Organizational Skills
. Expertise in: Microsoft Office: Outlook, Word, Excel, Powerpoint,
Access
. Lotus Notes, Novell Groupwise,
. SAP, Oracle, PowerHelp, VAX, CID, Mantis, DataEase
. Vision 2000: AmiPro, Lotus 1-2-3, Approach, Profs, MSMail
. WordPerfect, - Displaywrite 4
. Freelance Graphics, Harvard Graphics
ADECCO / MANPOWER \ OFFICE TEAM / CBS PERSONNEL SERVICES
11/06-Present
. Provide temporary administrative support to various companies in the
Dayton area.
Luxottica Retail - Provided administrative support to 5 AVP's in the
EyeMed Sales/Marketing Division. Also, supported the Manager of IT
Administration and 200 associates in the IT Dept. Ordered and tracked
all Software and Hardware for the company. Provided administrative
support to the Pearle Vision Operations Manager. Other companies
that I have temped for: Chris Lavin, Atty., Riverrain Medical, United
Grinding, Johnson Controls/CSC, Time Warner Media Sales.
REYNOLDS & REYNOLDS, Dayton, OH 45430
1/98-8/06
Admin Asst. IV
. Services Development Team: 11/04 - 8/06
Provided administrative support to Director, Services Development; VP-
Global Consulting; Director, NA Solutions Team when in Dayton; Director,
Scheduling & Planning; Technical Director; Director, Marketing Services;
Director, RGS Suite and Customer Advocate and their teams.
- Significant Duties Include:
Full control of Calendar: coordinate, maintain, schedule and update
various meetings.
Maintain Directors Outlook - Email - Effectively monitoring, begin
fowarding "Hot" issues to sales associates while away.
Coordinate meetings for Director (includes conference calls,
preparing agendas and typing/preparing pertinent data for
meetings.)
Aggregate and submit monthly financial allocation reports to
Finance.
. Create and modify miscellaneous presentations and correspondence.
. Assisted in gathering informaton for quarterly budgets.
Arrange and Assist in Training Sessions for Solution Consultants.
. Extensive knowledge of Reynolds processes and procedures.
Manage Consulting Services materials library.
Coordinate all CSC service requests, upgrades and equipment
refreshes.
. Input customer complaints into PowerHelp for Customer Advocate.
Arrange travel for VP's, Directors, Managers, Consultants and
Customers. Use an on-line travel tool or work with Travel Agency to
schedule flights, hotels, and renta cars. Complete expense reports
and reconcile per diems for processing thru Accounts Payable.
Handle highly confidential, sensitive materials and issues with
discretion.
Assist with PFS scheduling for all Direct Reports on a quarterly
basis.
. Track Mgrs. and Associates Vacations.
. Manage and procure all team supplies.
Coordinate filing system for Director's office.
Update monthly Organizational Charts both timely and accurately.
Update Telephone Listings and Voice Mail Listings.
Primary Point of Contact for POD D 3rd Floor.
Self-Starter, Problem Solver, Attention to Detail.
. RGS DEPLOYMENT TEAM: 4/04 - 11/04
Provided administrative support to Director, RGS Deployment Team;
Director, NE Area Services Director;
VP of Customer Service, when in Dayton.
- Significant duties included the above mentioned administrative
objectives.
- Highlights of position included:
. Support to RGS Director and 8 Deployment Managers in the Field.
. Support to NE Area Service Director and his 11 Service/Hardware
Managers.
. TAC - Technical Assistance Center: 9/00 - 4/04
Provided administrative support Director of Customer Support, TAC; VP
Customer Support, TAC 1/04 - 4/04.
- Significant duties included the above mentioned administrative
objectives.
- Highlights of position included:
. Administrative Support of the Director of the TAC.
. Assisted 17 TAC Managers, N. America and Canada
. Arranged and Assisted in the Quarterly Business Luncheons.
. Took customer complaints by phone and forwarded them onto the
appropriate manager or associate.
. Updated customer complaints in PowerHelp.
. Assisted with (5) STAR - SSPA Awards, Customer Service Awards,
HDI Award
. Ordered and Picked up Associate of the Month Awards
. Played an instrumental part with the TAC move to the world class
facility in downtown Dayton.
. Provided guided tours of our new facility to local city officials,
customers, and associates from other facilities.
. Set up all 400 TAC Associates with parking passes for the Schuster
Center Parking.
. Received 4 HooRey Awards while with the TAC.
. Dayton Region Assistant to RMCT - Dayton Sales Office 1/98 - 9/00
Provided administrative support to the Regional Manager of Customer
Training and to the Regional Manager of Hardware.
Highlights of this position included:
. TARS Posting for CTC's weekly for customer billings.
. Prepared IDT Plans
. Monitored Activities Related to the Installation Process.
. Attended RMTC Planning Meetings at the Dealerships
. Handle Customer Calls and forwarded them to correct person.
. Prepared New Hire CTC paperwork.
. Input of numerous reports: Monthly Nights Out, Travel Day Tracking
Report, In Process Measures Report, New Orders Received, Shipped
Not Installed Report, Cost to Install, CTC People Report, In
Process Measures Report, etc.
. Supported Dayton Sales and Forms Reps when needed.
. Recipient of "Creating Lifelong Customer" Award
THE MEAD CORPORATION - Dayton, OH 45463
8/96-5/97
Administrative Assistant/Legal Department/Corporate
Provided administrative support to the Associate General Counsel and one
Intellectual Property Paralegal. Responsibilities included:
. Assisting Paralegal in filing all new trademarks for The Mead
Corporation with the United States and various Foreign Patent and
Trademark Offices.
. Updating and tracking of a trademark and patent database using
DataEase on a daily basis from correspondence received from the
various Patent and Trademark Offices.
. Attended monthly docket meetings with Paralegal on upcoming
trademark issues. Prepared and updated License Agreements,
Confidential Disclosures Agreements, Anti-Trust Reports, Division
Portfolios for Patent and Trademarks.
. Prepared all correspondence, transcription, faxes, distributed
mail, travel arrangements, ordering of supplies, maintained and
updated a very large legal filing system using an Approach
database.
. Provided phone coverage for legal and administrative staff.
STANDARD REGISTER - Dayton, OH 45401
6/94-8/96
Secretary/Electronic Services Group/Forms Marketing
Provided administrative support to the Director of Electronic Services
Group, Manager of Document Security and eight Document Technology
Specialists.
Responsibilities included:
. Maintaining daily calendars and heavy travel schedules, making
flight reservations, creating and updating presentations using
Microsoft Office, Freelance Graphics and WordPerfect 6.0,
corresponding with Field offices all over the country, maintaining
personnel and department files, ordering of department supplies and
equipment, provided phone coverage for a busy marketing department.
OLSTEN STAFFING SERVICES
1/94-5/94
. Mead Data Central - Provided temporary administrative support to the
Senior Director of Customer Segments and Products, the Senior Director
of Sales and Sales Support in BIS, Director and staff of the Legal
Specialties Segment in US and the Director and staff of Strategy
Planning Engineering in PD&O.
MEAD DATA CENTRAL - Miamisburg, OH 45342
12/87-8/93
Administrative Secretary/General Litigation Product Development
1992 - 1993
. Provided administrative support to the Product Development Manager and
eight analysts. Responsibilities included: preparing Release minutes,
Revenue Reports, Operation Reports, using different software packages.
This position also includes all the responsibilities found in the next
paragraph.
Administrative Secretary/Legal Product Operations
1987 - 1992
. Provided administrative support to the department manager, unit
managers, analysts and editors. Responsibilities included: Preparing
weekly and monthly status reports, monthly operations reports,
graphics, presentations and monthly minutes for staff meetings. Other
duties included maintaining PROFS calendars, scheduling meetings,
interviews, flight reservations, sorting incoming mail for
approximately 85 employees, provided phone coverage, Office supply
coordinator, ordered software, equipment, and monitored usage. Copier
Maintenance Coordinator and also maintained department filing system.
CASTLECREEK REALTORS, Dayton, OH
1986 - 1987
Secretary/Bookkeeper
. Performed all administrative duties. In charge of Property Management
bookkeeping, Accounts Receivable and Payable. Prepared Monthly
Operating Reports for property owners. Set up showings for Brokers and
Realtors.
AETNA LIFE INSURANCE COMPANY, Dayton, OH
1979 - 1986
Customer Service Secretary
. Processed new business applications. Calculated commissions earned on
new business for weekly commission reports. Ordered monthly annualized
commissions checks for N.A.S.D. sales reps. Maintained agency
compliance log for N.A.S.D. registered reps. Handled policyholder
service requests using IBM 3276 CRT and ordered medical exams. Dealt
with brokers and agents in calculating rates and figuring proposals on
IBM P.C.
Secretary to Marketing Manager
. Assisted Marketing Manager in administrative areas of the Dayton
operation. Tracked agency expenses and assisted in planning of the
yearly budget. Licensed and contracted new career and broker reps.
Maintained personnel records for agents and administrative personnel.
Made hotel and airline reservations for Home Office Schools.
Coordinated banquets for victory campaign celebrations. Ordered agency
supplies, furniture, and fixtures. Agency receptionist. Assisted as
many as 20 agency reps. with their daily correspondence, filing and
direct mail. Trained incoming administrative personnel.
EDUCATION:
Sinclair Community College, Major - Medical Secretary, Certificate
Fairmont West High School, Major - College Prep, Graduated
References Furnished Upon Request
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