Customer Service Software
Resume:
Michelle A. Browne
**** ******* ******* ***** ( Matthews, NC 28105
704-***-**** ( *******@********.**.***
Data Management ? Project Management
Documentation ? Policy and Procedure Development ? Training
Exceptional Administrative Support Professional, with a strong aptitude for
creating and implementing automated computer/software solutions.
Strong ability to develop policies and procedures that improve upon
systems.
HR Software: Ceridian HR/Web
Productivity Software: MS Office [Word, Excel, PowerPoint, Access,
Outlook], WordPerfect, DeltaView, CompareRite, Adobe Acrobat 5.0,
Paperport, OmniPage Pro, Acrobat Professional, PDF Converter Professional
Document Indexing Software: DM5, DocsOpen, SoftSolutions.
Network/Operating Systems: Windows 7, Windows Vista, Windows XP, Windows
NT, DOS.
Certifications: MOS Master Office 2007 (Word, Excel, Access, Powerpoint,
Outlook)
experience
Moore & Van Allen, PLLC - Charlotte, NC 1991 - 2008
HR Administrative Coordinator/HRIS Specialist 3/2008 - 9/2008
Maintained human resource database information for approximately 700
employees. Worked closely with payroll and managers to troubleshoot payroll
and HR issues. Provided high-quality and timely customer service to all
employees. Created and produced a variety of database reports on a regular
and special-request basis.
. Created step-by-step documentation of all processes and procedures
relevant to this position.
. Organized independent advancement towards a paperless work
environment.
. Provided training to the HR team on paperless work solutions.
Word Processing Manager, 1997-2008
Managed a 24-hour staff of 23 Document Specialists to support four offices.
Responsible for troubleshooting software applications and documents and
creating macros, templates and other methods that allowed users to automate
tasks. Worked in tandem with and provided backup to Help Desk and
Application Support staff; trained Document Specialists and Legal
Secretaries (staff of 70), and users on new software and the latest
features and advanced techniques of current software.
. Partnered with IS department to rollout and test new software and
update software versions. Developed user training sessions and wrote
instructions for using the new software.
. Asked by the Litigation and Marketing departments to organize 1000's
of records. Assessed each department's needs and developed Access
databases giving them the ability to capture, query, run reports and
easily retrieve information.
. Received Team Player Award for providing seamless round-the-clock
support for an intensive litigation project, 2006.
. After surveying 70 legal secretaries and researching electronic
document issues, created a monthly newsletter, Check It Out!, that
addressed common user issues and provided step-by-step illustrations
for utilizing software to achieve the best results. Check It Out! was
distributed to users in all 4 offices and is credited with increasing
accuracy and turnaround intervals by 40%.
. Resolved inconsistent document creation and formatting by
standardizing formatting procedures firmwide. Shared these procedures
with IS department for new employee training. Published these
procedures on the intranet, in Check It Out! newsletters and offered
group and one-on-one user training. As a result, document consistency
increased 90%, while accuracy and turnaround time improved 40%.
Michelle A. Browne Page 2
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. With a staff of 21 document specialists spread out over 4 shifts,
ensured staff had a clear understanding of work performance and
product expectations. Researched past and present work issues, and
established a detailed resolution for each issue. Assigned
responsibility to each staff member for understanding and signing off
on these, which became the WP department's Policies and Procedures.
. Introduced new employees to the WP department by creating a handbook
that showed them how to best utilize our services. Ensured that a WP
segment was included in every new hire orientation session and that a
WP representative was present to explain the handbook and field
questions.
. Assisted secretaries/paralegals in streamlining the document revision
process for repeated transactions. Developed macros and converted many
documents to forms and templates. Trained users to use macros with
keystroke shortcuts, and to create their own personal macros,
keystrokes and toolbar buttons.
EDUCATION
TechSkills, Charlotte, NC
Microsoft Office Specialist (MOS) Program
Hickox Business School, Boston, MA
Certificate in Word Processing
Pace University, New York City, NY
Drama Major; Elementary Education Minor
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