Customer Service Administrative Assistant

Madeline Morales

**** **** **. #** ******, PA ***17

Phone: 814-***-**** Email: *************@*****.***

Dedicated customer service coordinator with 7+years of collective experience in retail, administrative, and customer service settings.

Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming

operations. Point of contact for clients requiring advocating, planning, and record keeping of services.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of

company goal attainment. Lead by example to ensure the execution of all safety, security, quality and operations policies.

Areas of Expertise

Office Organization Customer Satisfaction Enhancement Cost-Reduction Strategies

Complaint Handling & Resolution Front-End Supervision Order Fulfillment-Project

Record Keeping

Retail Operations/Management Teambuilding & Training

Computer-

Guerrilla Marketing Word/Excel/Publisher/Power Pt

Experienced with QuickBooks

Experience

Snap Fitness – Girard, PA 11/2009 - Present

Manager, 11/2009 – Present

Maintain business plan and marketing strategies to drive membership sales and ancillary revenue. Uphold the fulfillment of Snap Fitness’

Girard, PA mission statement. Generate appointments for new members and sell membership for the club by providing information, assessing

fitness goals, and motivating individuals to begin exercise program. Initiate, develop, and maintain personalized relationship with members.

Assist in educating members to achieve a healthier way of life. Provide customer service to members and build positive relationship by working

to determine fitness needs. Maintain gym facility sanitary and in order. Operate personal computer and office software to generate weekly status

updates, such as weekly/monthly deposit slips, member billing and employee payroll reports etc.

• Involved with Girard Chamber of Commerce

• Assist General Manager with projects such as Snap Golf Scramble

• Produced internship itinerary

• Created marketing Portfolio

First American ELS, Inc. – Cleveland, OH 03/01- 4/25/08

Appraiser Coordinator, 6/03 – 4/08

Title Customer Service Coordinator, 3/01 – 06/03

Comprehensively managed incoming and outgoing title customer service calls from lenders such as National City Bank (NCB), 5/3, Citizens

Bank, and Huntington Bank. Utilized online sources such as Netron, Lexis-Nexis, and Win2Data to assist in the collaboration of property

information for examiners to complete title searches. Assisted in the production of title report by typing legal descriptions. Completed quality

review of title reports checked for spelling errors and inadequate and/or incorrect property information. Responsible for preparing mortgage

document for lenders, such as NCB, and provided effective solutions on issues pertaining to title reports. Transferred to appraisal department

and within 3 months became lead customer service coordinator for a group of lenders requiring detailed customer service care. All exclusively

dealt with appraiser calls, including the collaboration of property information to assist with their reports, provided effective solutions on issues

pertaining to appraisal reports, and commissioned appraisers according to their area coverage and the lenders requirements. Updated any

change in field coverage and/or product fees. Performed detailed management of our appraisal panel by negotiating fees, consistently

evaluating the quality of work and customer service, as well as updating appraisal files to confirm required courses were taken to maintain

license. Assisted accounts payable and receivable by accurately entering in appraisal invoices into our in-house accounting system for payment;

completed process to invoice lenders for services. Accountable for new employee training provided fundamentals of customer service

procedures.

• Won record-high “atta boy” awards, for our office - instrumental role in providing exceptional customer service to National City Bank.

• Developed and implemented a customer service follow-up log sheet system, using Microsoft Word, for inbound and outbound calls,

which is now utilized in other departments within the company, including the appraisal department.

• As team lead for NCB Group, fostered an environment in which our 4 member team provided high levels of service for both the lender

and the commissioned appraisers.

• In both the title and appraisal department, assisted account representatives and mangers on special projects by creating Microsoft Excel

spreadsheets that dealt with production and customer service quality.

• Assisted appraisers with Spanish speaking home owners by scheduling appraisal appointments; was available for conference calls

between appraiser and home owner if required.

Urban Erie Development Corporation (U.E.D.C.) – Erie, PA 03/00- 6/00

Administrative Assistant, 03/00 – 06/00

Administrative Assistant (AA) to the Executive Director of U.E.D.C. Accountable for preparing reimbursement documents for the city of Erie.

Directed and screened incoming calls, and handled high-caliber clients. Provided general information on corporations’ mission statement and

goals. Generated correspondence letters, prepared board meeting minutes, and scheduled Executive Directors daily and weekly meetings.

Created job description of AA position and maintained accounts payable and receivable books.

Using Microsoft Word, designed office documents such as employment and small business assistance applications,

reimbursement document and travel expense sheet.

Education

University of Phoenix - Cleveland, OH Present

Earned 140 credits; Bachelor Degree in Business Management

Pittsburgh Technical Institute, PA 1995-1996

Earned 16 credits; concentration in administration

Training: Completed courses and seminars in customer service, time management, and leadership.

Communication Skills: Possess ability to create and maintain interpersonal relationships in order to interact with, relate to, and anticipate the

needs of customers and co-workers. Able to identify areas that require improvement and provide potential solutions that will improve or enhance

production and/or customer service for both internal and external customers. Speak and read fluently in Spanish.

Contact this candidate