Administrative Assistant High School
Resume:
Crystal L Mulkey
Kendallville, Indiana 46755
******.*******@*****.***
SUMMARY OF QUALIFICATIONS
Self motivated, problem solver with 8 years of experience as a call center specialist and 3 years as an
administrative assistant. Well organized, detailed oriented, quick learner and team player. Proficient in
Microsoft Office, Oracle Applications and Visual Manufacturing.
EXPERIENCE
Radio Systems Corporation, Auburn, Indiana 2003 – 2010
Supervisor
• Monitored calls for complete troubleshooting, accuracy and efficiency
• Coached 15 specialists in areas where improvements needed to take place
• Complied reports for calls taken, calls lost, abandonment rate and revenue per call daily, weekly,
monthly
• Forecasted for approximately 200 items monthly
Trainer
• Trained new hires and seasoned specialists on how products work, how to program and
troubleshoot
• Arranged training materials for product training, created binders that contained product sheets
along with price sheets and reference pictures, prepared products for demonstration
• Trained new hires on telephone skills and Oracle Applications till released on their own
Customer Care Specialist
• Took inbound customer calls regarding product issues, troubleshooting to resolve or find
acceptable resolutions
• Proficient using Oracle Applications to document customer interactions, history and warranties
• Utilized Microsoft Office which includes Excel, Publisher, PowerPoint, Word and Outlook
• Up-sold / cross-sold product and accessories resulting in exceeding $2,500 a week goal
• Drafted and maintained price sheets, which included product names, descriptions of product,
retail pricing, warranty pricing and part numbers
• Conducted out-bound calls for sales managers to end consumers
• Produced product sheets to help co-workers perform the best troubleshooting possible
• Increase the customer experience by providing information on new products, rate plans and
services through up selling opportunities, strived for first-call resolution of customer issues
• Composed Standard Operating Procedures for backup specialists to perform my duties in my
absence
• Submitted several proposals to improve the company and the call center which were taken into
consideration
Crystal L Mulkey page 2
Pent Assemblies, Kendallville, Indiana 2000 – 2003
Administrative Assistant
• Performed clerical functions, typed documents, filed, processed documents, answered
switchboard
• Created spreadsheets for schedules
• Assisted with accounts payable and accounts receivable
• Entered and generated part numbers for three Pent Assemblies plants
• Aided three Pent Assemblies plants as a fill-in for other administrative assistants
• Order office supplies
EDUCATION
Michiana College, Fort Wayne, Indiana 2002 – 2004
Associates Degree in Business Administration / Management
East Noble High School Diploma
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