Customer Service Manager

April McKenzie

****B Samuel Adams Cir * Scott AFB, IL * 405-***-**** * ablie6@r.postjobfree.com

WORK EXPERIENCE

- Wachovia thru Strategic Staffing Solutions

Lead Admin Support/Project Coordinator

3 2008 - 12 2008

Planned and coordinated projects scheduling, budgeting, and administrative tasks. Supported

the project staff by facilitating project logistics such as meetings, conference rooms, conference

calls, etc. Took meeting minutes and action items during meetings and performed basic follow-

up. Assisted in development of presentations. Familiar with a variety of the field's concepts,

practices, and procedures. Provided internal support environment, providing back office

support for a team of executives and senior support staff. Performed advanced Excel functions

and spreadsheets to transform and load data into spreadsheets to perform calculations.

Performed day-to-day general office tasks. Provided high-level administrative support by

conducting research, preparing statistical reports, handling information requests, and

performing clerical functions such as preparing correspondence, receiving visitors, arranging

conference calls, and scheduling meetings. Created Master Forms for Program Managers,

Project Managers and Project Coordinators. Ordered hardware and supplies and tracked all

hardware orders. Managed data collection, completed administrative applications, progress and

financial reports, Responsible for multi-site project coordination. Obtained and tracked project

information from participating organizations. Input and managed multiple projects using

software applications. Managed budgetary expenditures and prepares financial reports and

submissions related to multi-site projects. Performed special projects liaison duties under the

direction and guidance of higher graded supervisor. Relied on experience and judgment to plan

and accomplish goals. Produced timely and accurate weekly and monthly reporting. Ensured

goals are being met. Has the ability to explain processing/system issues and delays to client and

client management team. Ensured processing procedures are documented, followed and staff is

trained. Provided problem resolution and trained personnel on such issues. Monitored contracts

for compliance. Identified opportunities for enhancements to the process. Developed technical

solution based on specifications to migrate to SharePoint configuring and maintaining

SharePoint farms and SharePoint-based web applications. Administered all aspects of

SharePoint including site provisioning, content administration and security. Monitored and

provided reporting for SharePoint site usage across all sites and content. Field Tech and Home

Office resource coordination/management. Field Tech and Home Office Liaison. Field Tech

and Branch coordination. LEC coordination. Facilitate bridge (telecom) calls. Maintained and

updated financial/budget spreadsheets. Received an award from PMs in recognition of being a

team player and hard work and initiative

- American Water Resources thru OfficeTeam

Billing and Invoicing

10 2007 - 2 2008

Produced timely and accurate weekly and monthly reporting. Prioritized work to maximize

productivity and to meet all suspenses. Has the ability to explain processing/system issues and

delays to client and client management team. Generated activity reports from excel data dump &

cross check for accuracy. Demonstrated system & process capabilities to clients, auditors and client

management. Monitored contracts for compliance. Identified opportunities for enhancements to the

process. Contractor research and tracked monitored contractor suspense dates to make sure all

restoration was completed in a timely manner. Invoiced contractors. Coordinated multiple

restoration projects. Invoice reconciliation for contractors. Data analysis and input using word

processing software. Customer Service. Accurately maintained and updated file systems to enable

quick and efficient retrieval of information.

- L-3 Vertex thru Genie Staffing

Human Resources Assistant

3 2007 - 6 2007

Used word processing software to create, enter, copy, edit, store, retrieve and print forms and

reports. Assisted Workman Comp. Assisted HR Manager in providing timely, accurate and

factual information in a courteous manner. Receptionist relief. Accurately maintained and

updated file systems to enable quick and efficient retrieval of information.

- Designer Floors and More

Store Manager

10 006 - 12 2006

Tracked and managed multiple projects. Used knowledge of management methods,

organization practices, analysis, requirements and techniques. Maintained productive

relationships with internal and external clients through ongoing contact & attendance at

meetings. Produced timely and accurate weekly and monthly reporting. Ensured suspenses

were being met. Generated activity reports from Excel data dump & cross check for accuracy.

Demonstrated system & process capabilities to clients, auditors and client management.

Ensured processing procedures are documented, followed and staff is trained. Provided

problem resolution and train personnel on such issue. Monitored contracts for compliance.

Identified multiple opportunities for enhancements to the processes. Established and maintains

filing systems. Established and maintains office systems. Responsible for the receipt, control,

logging, safekeeping, and necessary actions for all inventory in the warehouse. Ordered,

tracked and received orders. Trained Owners on software and office automation machines.

Established new contracts and maintained vendor relations. Performed vendor research.

Performed special projects liaison duties under the direction and guidance of higher graded

supervisor.

- All In One Flooring

Office Assistant/Warehouse Manager

6 2006 - 10 2006

Tracked, monitored and managed multiple high visibility projects. Maintained professional and

productive relationships with internal and external clients through ongoing contact & attendance at

meetings. Routinely communicated with all levels of personnel in a professional manner and

presented ideas in a clear and concise manner. Produced timely and accurate weekly and monthly

reporting. Monitored and tracked suspenses ensuring goals were being met. Generated activity

reports from excel data dump & cross check for accuracy. Gained knowledge of management

methods, organization practices, analysis, requirements and techniques. Demonstrated system &

process capabilities to clients, auditors and client management. Provided problem resolution and

trained personnel on such issue. Prioritized work to maximize productivity. Tracked and monitored

contracts for compliance. Identified opportunities for enhancements to the processes. Provided

high-level administrative support by conducting research, preparing statistical reports, handling

information requests, and performing clerical functions such as preparing correspondence,

receiving visitors, arranging conference calls, and scheduling meetings using effective

communication both orally and in writing with tact and courtesy. Revamped and managed filing

systems. Established and managed office automation systems. Responsible for the receipt, control,

logging, safekeeping, and necessary actions for all inventory in the warehouse. Ordered, tracked

and received orders. Assisted with payroll. Assisted with Accounts Payable. Assisted with

Accounts Receivable. Customer Service

- American Fidelity Assurance

Customer Service

5 2005 - 5 2006

Tracked and managed multiple routine and high visibility projects. Held weekly staff meetings.

Accurately established, maintain, and updated file systems to enable quick and efficient retrieval of

information. Routinely communicated with all levels of personnel in a professional manner and

presented ideas in a clear and concise manner. Utilized multiple office automation software

programs effectively and appropriately to produce/develop accurate and useful documents.

Managed Access database for suspense. Used knowledge of correct grammar, spelling,

punctuation, capitalization, and format to accurately prepare and edit written correspondence and

reports. Used knowledge of office administrative practices, office functions, format and

procedures. Prioritized work to maximize productivity. Established and monitored suspenses to

ensure analyses and administrative processes are completed when required.

- Riggs, Abney, Neal, Turpen, Orbison and Lewis

9 2003 - 2 2005

Receptionist. Provided timely, accurate and factual information in a courteous manner.

Participated in coordinating visits of senior partners and clients. Transmitted and received

documents electronically using personal computers or workstations that are networked or linked to

other computers or workstations. Prepared and consolidated time and attendance records. Utilized

multiple office automation software programs effectively and appropriately to produce/develop

accurate and useful documents. Ability to communicate effectively both orally and in writing using

tact and courtesy.

- State of Florida Department of Children and Families

Secretary

9 2002 - 3 2003

Tracked and managed multiple projects. Used automated schedulers and calendars. Established

suspense dates and brought to supervisor’s attention those that could not be met by requested date

or when there was a conflict. Utilized multiple office automation software programs effectively

and appropriately to produce/develop accurate and useful documents. Accurately maintained and

updated file systems to enable quick and efficient retrieval of information. Prepared and submitted

paperwork in a timely manner. Communicated with all levels of personnel in a professional

manner and presented ideas in a clear and concise manner. Gained knowledge of State of Florida

security, safety, records management and facilities regulations, guidelines, policies, practices and

precedents. Effectively performed analysis and ensured proper documentation was furnished.

Gathered information from action officers and/or files for supervisor’s or other staff members use

in responding to inquiries, recognized which information was or was not relevant to the issue.

Used word processing software to create, copy, edit, store, retrieve and print forms, memos and

letters. Provided timely, accurate and factual information in a courteous manner. Transmitted and

received documents electronically using personal computers or workstations that are networked or

linked to other computers or workstations. Prepared and consolidated time and attendance records.

Coordinated travel arrangements and vouchers for supervisor and peers.

- Northrop Grumman Corporation

Administrative Assistant

4 2001 - 5 2001

Provided timely, accurate and factual information in a courteous manner. Transmitted and received

documents electronically using personal computers or workstations that are networked or linked to

other computers or workstations. Prepared and consolidated time and attendance records.

Coordinated travel arrangements and vouchers for supervisor and peers. Communicated with all

levels of personnel in a professional manner and presented ideas in a clear and concise manner.

Participated in coordinating visits of senior partners and clients. Provides high-level administrative

support by conducting research, preparing statistical reports, handling information requests, and

performing clerical functions such as preparing correspondence, receiving visitors, arranging

conference calls, and scheduling meetings. Used automated schedulers and calendars. Established

suspense dates and brought to supervisor’s attention those that could not be met by requested date

or when there was a conflict. Utilized multiple office automation software programs effectively

and appropriately to produce/develop accurate and useful documents. Accurately maintained and

updated file systems to enable quick and efficient retrieval of information. Prepared and submitted

paperwork in a timely manner. Effectively performed analysis and ensured proper documentation

was furnished. Used word processing software to create, copy, edit, store, retrieve and print forms,

memos and letters.

- US Air Force – Hanscom AFB, MA

Information Manager

6 1997 - 12 2000

Tracked and monitored Leave Program for an organization of 300 personnel. Ensured processing

procedures are documented, followed and staff is trained. Tracked and monitored the FOIA

Program. Identified opportunities for enhancements to the processes. Provides high-level

administrative support by conducting research, preparing statistical reports, handling information

requests, and performing clerical functions such as preparing correspondence, receiving visitors,

arranging conference calls, and scheduling meetings. Managed Suspense Database Program for

Director(SES) and Deputy Director(Col.). Requisitioned office supplies, printing support and

related materials and services. Point of contact for all incoming Classified messages. Ensured

security regulations were strictly adhered to in the processing of all classified materials. Answered

questions concerning a variety of program analysis and financial management issues.

Recommended changes to existing procedures and instructions. Consolidated and finalized

information from systems and files for various reports in accordance with established procedures.

Used a variety of automations systems (records management, electronic forms, Air Force electronic

forms and publication library) and non-automated to perform various clerical duties. Utilized

multiple office automation software programs effectively and appropriately to produce/develop

accurate and useful documents. Accurately maintained and updated file systems to enable quick

and efficient retrieval of information. Prepared and submitted paperwork in a timely manner. Used

automated schedulers and calendars. Established suspense dates and brought to supervisor’s

attention those that could not be met by requested date or when there was a conflict. Used word

processing software to create, copy, edit, store, retrieve and print forms, memos and letters.

Transmitted and received documents electronically using personal computers or workstations that

are networked or linked to other computers or workstations. Communicated with all levels of

personnel in a professional manner and presented ideas in a clear and concise manner. Effectively

performed analysis and ensured proper documentation was furnished. Gathered information from

action officers and/or files for supervisor’s or other staff members use in responding to inquiries,

recognized which information was or was not relevant to the issue. Organization File Plan

Manager. Assists CAT (Crisis Action Team) at Wing level. Tracked and monitored the Awards and

Decorations Program for organization of 300 personnel. Maintained all office machines and

systems

EDUCATION

• Bachelor's Degree,

6 2005 - 6 2009

FMU Tampa, FL

Working towards my Bachelor Degree in Business Administration

• Vocational,

9 1997 - 11 1997

Information Manager Technical School

SKILLS

LIFEPRO Intermediate

QuickBooks Intermediate

Typing 50 wpm Intermediate

Microsoft Office Suite Intermediate

Microsoft Excel Intermediate

Microsoft Access Intermediate

Microsoft Outlook Intermediate

Microsoft Word Intermediate

Microsoft PowerPoint Intermediate

Lotus Notes Intermediate

Share Point Intermediate

Microsoft Communicator Intermediate

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