Customer Service Administrative Assistant

BETH LOUISE DRENNEN

**** ******* **., ***** *******, MO 63303 314-***-**** ablc6w@r.postjobfree.com

CORE COMPETENCIES

Administration: Provide exceptional administrative support to peers and senior management. Success

streamlining office processes to increase efficiency and improve service. Outstanding communication skills;

continuously project a highly polished professional image. Reputation for dependability, honesty, dedication and

enthusiasm.

Customer Service: Serve as initial point of contact for to both internal and external customers. Efficiently

schedule appointments and promptly handle correspondence via mail, e mail and telephone. Expert interpersonal

and communication skills – known for tactful handling of sensitive, confidential issues. Diplomatic and tactful

with professionals and nonprofessionals at all levels.

Technical Skills: Highly adept computer skills in Microsoft Office Suite 2003 & 2007 (Word, Outlook, Excel,

PowerPoint), Visio, OneNote, Project, Adobe Photoshop, Adobe Professional, Adobe InDesign CS3, Windows;

and more. Highly capable of managing complex, multi line telephone systems utilized in receptionist positions to

large call center environments.

Key Strengths: Excel at developing strong relationships with staff, senior executives, and clients; strong record

creating a positive first impression. Highly organized and conscientious; timely completion of polished, executive

level reports and presentations; entrusted by management with confidential materials. Highly competitive,

passionate, persuasive and articulate, able to achieve results others believed to be impossible. Excel in resolving

employer challenges with innovative solutions, systems and process improvements proven to increase efficiency,

customer satisfaction and the bottom line. Adapt quickly to new and evolving environment.

Demonstrated success record in:

Capacity to provide comprehensive support for executive level staff; excel at scheduling meetings,

coordinating travel, and managing all essential tasks.

Proven track record of accurately completing research, reporting, information management, and

marketing support activities within demanding time frames.

Adept at developing and maintaining administrative processes that reduce redundancy, improve accuracy

and efficiency, and achieve organizational objectives.

Highly focused and results oriented in supporting complex, deadline driven operations; able to identify

goals and priorities and resolve issues in initial stages.

PROFESSIONAL EXPERIENCE

AAA AUTO CLUB GROUP/OMAHA CIC – OMAHA, NE November 2009 – February 2010

Call Center Advocate, Emergency Roadside Service

AAA is the nation’s most comprehensive service provider of Emergency Roadside Service. A simple phone call or

online request is all it takes to bring help to your disabled vehicle. As a member, you’re covered in any car

whether you are the driver or passenger.

Job Purpose: Customer Advocates provide customer service by assisting AAA members with Emergency

Roadside Assistance. Hours of operation are 24/7, 365 days a year.

Tasks Include:

Tasks include: Ability to provide a high level of customer service in a professional call center environment.

Place high priority on being prompt, courteous, knowledgeable and respectful with every call, every contact,

and every time. Provide a strong commitment to customer service, proven communication skills with a diverse

customer base, and strong attention to detail. Ablilty to demonstrate a pleasant and professional tone over the

telephone. Ability to respond to a member's emotional state (e.g., calming down someone who is angry,

providing reassurance to someone who is fearful, etc.) Ability to utilize various computer software

applications. Effective analytical, written and oral communication skills to enable accurate completion of

assignments, proper handling of problem situations and constructive interaction with others, including

excellent grammar and vocabulary.

The Work Number – (Auto Club Group's Verification Service) for Government and Non Government

verifications. Verifiers may use www.theworknumber.com, 800-***-****, Auto Club Group Company Code:

11166

DRS SUSTAINMENT SYSTEMS, INC. ST. LOUIS, MO January 2008 – August 2008

Proposal Development Assistant, Defense Support

DRS Technologies is a leading supplier of integrated products, services and support to military forces, intelligence

agencies and prime contractors worldwide. Focused on defense technology, the Company develops, manufactures

and supports a broad range of systems for mission critical and military sustainment requirements, as well as

homeland security.

Job Purpose: Assist in the preparation of proposals by determining concept; gathering and formatting

information; writing drafts; obtaining approvals.

Tasks Include:

Establish and document electronic proposal file access and tracking protocols for ensuring the security and

integrity of all proposal documentation; Establish and maintain the Storyboard (hard copy) walls and sections

and control access to the proposal area and sensitive or proprietary materials; Manage the production of draft

and final text and graphics; Coordinate the internal flow and review of all proposal inputs and outputs;

Maintain real time development status of all proposal text and graphics; Supervise the daily operations of

Graphic Specialists and Desktop Publishers; Assist the Proposal Manager in developing the Red Team

evaluation package and in recording, disseminating, and tracking suggested Red Team changes; Direct the

production, reproduction, and binding/packaging of Red Team proposal, final master proposal, and all

hard/soft copies.

CLARKSON COLLEGE – OMAHA, NE August 2007 – December 2007

English Instructor, General Education

Clarkson College is a private, Episcopal affiliated, coeducational institution located in Omaha, NE. Driven by

its’ Mission and Values, the College focuses on the importance of learning and ensuring students' success in

completing their health care education through our programs in Nursing, Health Care Business, Radiologic

Technology, Medical Imaging, Physical Therapist Assistant and Professional Development.

Job Purpose: Provide expertise in academic curricula (Essential for English, English Composition I, English

Composition II, and Strategies for Success) through teaching and research; facilitating student research;

maintaining coaching and counseling relationship; supporting extra curricular interests.

Tasks include:

Beth Louise Drennen 314-***-**** ablc6w@r.postjobfree.com Page 2

Improved quality results by studying, evaluating, and re designing research, instructional, and counseling

processes; implementing changes. Kept students informed of their progress by coaching and counseling them;

advising them of academic curricula alternatives. Measured student outcomes by assigning and grading

student examinations and essays. Participated and facilitate research by leading and assisting student research

efforts; giving support and direction. Present course material to students by compiling bibliographies;

developing classroom and internet materials; assigning outside reading and research assignments; stimulating

discussion. Provided and refine lecture topics in conjunction with college standards.

Nee, McManigal

CLARKSON COLLEGE – OMAHA, NE March 2001 – August 2007

Administrative Assistant, Academic Support

Clarkson College is a private, Episcopal affiliated, coeducational institution located in Omaha, NE. Driven by

its’ Mission and Values, the College focuses on the importance of learning and ensuring students' success in

completing their health care education through our programs in Nursing, Health Care Business, Radiologic

Technology, Medical Imaging, Physical Therapist Assistant and Professional Development.

Job Purpose: Provides support and service to faculty, directors and upper level management by responding

to correspondence, presentations, and completing manuals, newsletters, and planning meetings and other

college activities as necessary.

Tasks include:

Improved quality results by studying, evaluating, and re designing research, instructional, and counseling

processes; implementing changes. Kept students informed of their progress by coaching and counseling them;

advising them of academic curricula alternatives. Measured student outcomes by assigning and grading

student examinations and essays. Participated and facilitate research by leading and assisting student research

efforts; giving support and direction. Present course material to students by compiling bibliographies;

developing classroom and internet materials; assigning outside reading and research assignments; stimulating

discussion. Provided and refine lecture topics in conjunction with college standards.

Nee, McManigal

IOWA WESTERN COMMUNITY COLLEGE – COUNCIL BLUFFS, IA July 2005 – May 2007

Adjunct English Instructor, Communication Arts

Iowa Western Community College is a learning community committed to excellence in meeting the educational

needs and improving the quality of life through programs, partnerships and community involvement

Job Purpose: Provide expertise in academic curricula (Composition I, & Composition II) through teaching

and research; facilitating student research; maintaining coaching and counseling relationship; supporting extra

curricular interests.

Tasks include:

Improved quality results by studying, evaluating, and re designing research, instructional, and counseling

processes; implementing changes. Kept students informed of their progress by coaching and counseling them;

advising them of academic curricula alternatives. Measured student outcomes by assigning and grading

student examinations and essays. Participated and facilitate research by leading and assisting student research

efforts; giving support and direction. Present course material to students by compiling bibliographies;

developing classroom and internet materials; assigning outside reading and research assignments; stimulating

discussion. Provided and refine lecture topics in conjunction with college standards

Beth Louise Drennen 314-***-**** ablc6w@r.postjobfree.com Page 3

Nee, McManigal

CHILDREN’S HOSPITAL & MEDICAL CENTER – OMAHA, NE October 2002 – December 2005

Call Center Representative

Children’s Hospital delivers extraordinary care to children, educates health care professionals, and promotes

pediatric research.

Job Purpose: Answers PBX switchboard and processes calls to the appropriate individuals according to

purpose of call.

Tasks Include:

Paging doctors, both on a PA system as well as on digital pagers, and paging for various departments,

individuals; making conference calls; putting into affect various emergency procedures such as Code 4, Code

Triage, Code Red, Code Pink, etc.; patient information; patient confidentiality; office skills, etc. To work in

such an atmosphere, an employee must be able to process information rapidly, handle more than one task at a

time, and still remain calm and in control.

Nee, McManigal

EDUCATION

University of Nebraska at Omaha – Omaha, NE

Master of Arts in English, Minor in History, 2005

University of Nebraska at Omaha – Omaha, NE

Bachelor of Arts in English, 1999

REFERENCES

REFERENCES ON REQUEST

Beth Louise Drennen 314-***-**** ablc6w@r.postjobfree.com Page 4

Contact this candidate