Customer Service Administrative Assistant

Angela Lang

***** ***** **** ****: 512-***-****

Pflugerville, TX 78660 **********@*******.***

* Customer Service professional with 14 years of experience in diverse

industries/environments; equally comfortable in small offices as in

corporate settings, supporting individuals or teams

* Superior customer service skills to both internal and external customers,

comfortable interfacing with all levels of management

* Demonstrated ability to organize and maintain multiple projects

concurrently with a proactive approach to problem resolution and

prevention

* Proficient with computers and related software, including advanced skills

with MS Office Suite as well as experience with DellServ, Dell

Installation Management Tool (IMT), Oracle, Opera, and Lyricall

* Data entry, typing 55 WPM, inbound/outbound calls, multi-line phones,

call center, calendar management/scheduling, excellent oral/written

communication, organizational, and multitasking skills

Work Experience

DELL / MANPOWER PROFESSIONAL SEPTEMBER 2009 - MAY 2010

Project Coordinator (contract)

. Coordinated the installation of client and enterprise systems for Dell

customers across the United States

. Supported all customer segments: large enterprise, public, and small and

medium business

. Took ownership over the customer experience from order placement to

installation completion and followed up to ensure customer satisfaction

. Interfaced with delivery partners, partner management and account teams

. Managed approximately 180 installations per quarter, with a CE of 98%

Unisys onsite at Dell / Superior Technical Resources July 2008 -

May 2009

Escalation Manager (contract)

. Empathetically communicated to customers regarding delays, rescheduled

and monitored service requests to ensure completion and rebuild customer

satisfaction

. Diffused customer escalated situations using problem solving and

negotiation skills, overcame objections and addressed urgent situations

. Investigated escalations and identified cause of service failure to

ensure resource and process improvements made to prevent reoccurring

issues and provided prevention resolutions to maintain service level

agreement

. Concisely created plans of action for escalated customer accounts by

coordinating technical and management actions

. Reported feedback to senior management to provide insight into current

state of customer relationship

. Documented and communicated technician performance to resource managers

UBS Financial Services / Remedy Staffing February 2008 - April

2008

Receptionist (contract)

. Professionally greeted and directed incoming calls to financial

advisors or obtained detailed messages

. Organized sensitive documents, files and correspondence for records

management project

. Provided assistance to administration with duties as assigned

Everest Institute / Remedy Staffing September 2007 - February 2008

Director of First Impressions (contract)

. Reliably assisted admission representatives, director of admissions, and

college president

. Professionally greeted visitors and coordinated with admission

representatives for interviews

. Answered 14-line phone and directed callers to staff or obtained detailed

messages

. Input student information, interviews and applications

. Organized and processed student files and acceptance letters for

registrar's office

. Maintained and organized an efficient lobby area

. Distributed inbound staff mail and managed outbound mail and shipments

. Consistently performed multiple tasks in a fast-paced environment

Professional Caretakers May 2007 - August 2007

Administrative Assistant

. Supported scheduler, administrator and marketing team

. Precisely managed employee/client documents and maintained files for

state audits

. Assisted with application process, background checks, drug screenings,

and employee orientations

. Answered multi-line phone and directed caregivers, assisted clients

and explained services

. Collected and tracked employee time sheets for payroll

Wyndham Palms Resort/Tempus Resorts December 2001 - April 2007

Vacation Activator, Owner Services Representative, Owner Referral

Representative

. Nominated for employee of the year in 2002 and 2003

. Promoted to and developed a successful new position which led to a new

department

. Organized a small team that increased VSP reservations by 65%

. Created marketing ideas for phone calls, postcards, e-mails and

statement inserts

. Developed standard operating procedures and responsible for employee

training

. Personally activated over 5,000 accounts into reservations

. Contributed to increase in ownership sales at resort

. Received inbound calls and assisted customers to gain knowledge of

their timeshare purchase

. Reinforced contract terms, public offering statements and Interval

International policies

. Assisted with confirming, depositing, and exchanging owners' vacation

weeks

. Advised on financial accounts and processed payments

. Made outbound calls to referrals and sold vacation packages while

remaining in top sales bracket

Dial America Marketing Inc. June 2001 - December 2001

Telephone Sales Representative

. Employee of the month

. Contacted customer leads with the opportunity to preview or purchase new

products

. Processed customer payments

Savannah School of Massage Therapy June 2000 - June 2001

ADMINISTRATIVE ASSISTANT

. Answered phones and outlined massage therapy course

. Motivated and guided potential students through the curriculum and

enrollment process

. Scheduled appointments for student interviews, student massage, and

instructor massage

. Assisted with creation of monthly school newsletter, Healing Hands

. Helped organize fundraisers, school functions, and charity events

. Processed accounts payable and receivable

. Maintained student files

Georgetown Family Chiropractic August 1999 - June 2000

MASSAGE THERAPIST

. Administered massage therapy techniques including Swedish, deep tissue,

and neuromuscular

. Treated patients according to Chiropractor's recommendations

. S.O.A.P. noting, medical documentation and filing

. Supported front desk by answering phones, explaining services, and

scheduling appointments

Education

SAVANNAH SCHOOL OF MASSAGE THERAPY (CERTIFICATION) APRIL 2000

DENHAM SPRINGS HIGH SCHOOL (DIPLOMA) MAY 1996

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