Customer Service Manager

SUSAN R. ARSENAULT (H) 508-***-**** (C) 508-***-****

** ******** ******, ***. *-8, Oxford, MA 01540 ***********@*******.***

SKILLS SUMMARY

• • •

Spreadsheet & Report Preparation A/R, A/P – Invoice/Billing Project Management

• • •

Database/Record Management Customer Service & Relations Front-Office Operations

• • •

Problem Resolution Scheduling & Calendaring Professional Presentations

• • •

Office Organization & Administration Facility with Budget Programs Written Correspondence

PROFILE OF QUALIFICATIONS

Administrative Competencies

1. Highly organized and detail oriented providing thorough and skillful advanced level

administrative support to senior executives

2. Independent and self-motivated with excellent research and writing skills; able to grow positive

relationships with clients and colleagues at all organizational levels.

3. Dedicated and focused; able to prioritize and complete multiple tasks and follow through to

achieve

project goals.

4. Manage details of multi-party conference calls, travel arrangements, itineraries, calendars,

agendas,

and preparation of expense reports; assist in preparing and reconciliation of budget.

5. Coordinate projects and events exercising ability to improvise, improve procedures, and meet

demanding deadlines.

6. Plan and coordinate executive meetings internal and external, corporate luncheons, events and

develop presentations for related on-site and off-site meetings.

1. Effectively adapted skills and knowledge to diverse professional environments including financial

services, healthcare and pharmaceutical.

2. Assist in payroll processing, handle invoices. purchase orders, contracts and other necessary

financial paperwork, and track budget expenditures; maintain office equipment and order

office supplies.

• Ability to be proactive in anticipating the needs of the department.

3. Proficiency in Window 2000, MS Word, Excel, Power Point, Access, Outlook, Quickbooks,

Internet,

Discovery, SharePoint, HRIN, Concur, eRequest, iOrder and eWorkplace

Communication/Client Relations

1. Exercise independent judgment, decision-making abilities and high level of confidentiality,

2. Act as a liaison and maintain open lines of communication among senior executives, middle

management and administrative staff

3. Coordinate preparation and timely dissemination of company reports and slide presentations

for executive meetings.

4. Communicate well with external contacts to properly handle direction of business relations.

5. Collaborate with various levels of management to gather information pertaining to key issues.

6. Answer high volume of incoming calls and respond to customer inquiries or problems by

researching, compiling and answering their requests.

• Coordinate the interviewing process between management and “new hire” candidates.

• Distribute company literature and follow up with meeting arrangements as needed.

PROFESSIONAL EXPERIENCE

Bank of America / Fleet Financial, Worcester, MA / 2003 - 2009

Banking Center Manager Assistant Banking Center Manager

• Responsible for managing, leading, motivating and developing a team of seven or

more associates in a service-focused environment.

• Ability to conceptualize, analyze and evaluate difficult situations in order to make

sound business decisions with customers and provide clients with information, data

and advice.

• Develop client relationships, build and develop partnerships with customers, suppliers

and colleagues.

• Accountable for day-to-day management of sales and service fulfillment and operational

excellence and compliance of the center.

Fleet Financial / BankBoston, Worcester, MA / Dynamic Trade Int’l, Inc. / 1993 - 2003

Sr. Administrative Assistant III Executive Assistant to CEO

• Proficient at supporting a variety of team players, prioritizing work, meeting deadlines,

and maintaining a high level of detail.

• Plan and prepare all logistics for executive meetings, coordinate all aspects of meetings

including coordination of audio visual needs, catering and agendas.

• Oversee supplies inventory and facilitate cost-effective procurement of stock.

• Create correspondence and relate business communications utilizing proficiency in

Microsoft Office.

• Prepare a variety of formal presentation productions (data manipulation, graphic

design and data analysis) which are critical in nature for senior executives.

• Drive general office operations including high-volume phone management,

correspondence/communications production, mail processing, and file system

management.

• Track and analyze two Districts’ expenses and budgets; prepare reimbursement requests.

• Assist CEO in the development and implementation of business objectives and long

range goals.

• Assist in managing import/export and domestic operations of pharmaceutical, medical and

surgical

supplies

• Coordinate domestic and international travel arrangements and managed CEO’s calendar

• Manage import/export process for buyers, including price negotiations, terms, product

specifications,

procurement, legal documentation, shipping and inventory control.

• Manage and maintain corporate A/R, A/P and bank accounts. Reconcile month

end statements. Process customer invoices and billing.

EDUCATION

Bay State School of Business, Boston MA Executive Secretarial

Science

TECHNICAL SKILLS

Advanced proficiency in Microsoft Windows 2000, MS Office, Word, Excel, Power Point, Access,

Outlook, Quickbooks, Discovery, SharePoint, Concur, iOrder, eRequest, HRIN, eWorkplace

CERTIFICATION

Microsoft Access

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