Customer Service Administrative Assistant
Resume:
Michelle A. Szpotowicz
th
Cleveland, Ohio 44135
216-***-**** – Home
216-***-**** – Cell ***********@*****.***
CAREER SUMMARY
Dependable seasoned professional, experienced in providing proactive and comprehensive support to senior executives
and their teams. Assertive and eager to learn new things and possesses the highest degree of integrity, confirmed by a
flawless record of maintaining confidentiality. Adaptable to changing situations and able to work well under pressure
and with various personality types.
PROFESSIONAL EXPERIENCE
NATIONAL CITY BANK, Cleveland, Ohio 1992-2009
Executive Administrative Assistant/Project Coordinator, Retail Communications
Coming into a newly-defined role, worked to develop a support position to meet needs of department head and team.
Role evolved into subject-matter expert for large leadership teleconferences, town halls and WebEx events, as well as
project coordinator for an extensive recognition program for 15,000 National City employees across a nine-state
footprint. Highlights included:
Supported department manager and staff of 16.
Kept team current with technologies, train on and administer office technology like Microsoft Office tools,
WebEx, PeopleSoft, and more.
Trained business leaders and staff on WebEx capabilities as in-house expert.
Set up and monitored executive teleconference calls: collected transcripts, monitored billing and
troubleshooting with AT&T technical support when issues arise.
Managed the retail banking “Values in Practice” recognition program by coordinating many aspects of program,
from work flow automation in nominating employees through approval and fulfillment of prizes with vendor
partnership.
Assisted with forecasting and monitoring of department budget of $2M+ by monitoring monthly expenses and
invoices by managing ten independent contractor agreements.
Provided assistance with planning, preparing and executing annual retail leadership conference for over 400
business leaders.
Maintained monthly PeopleSoft file of 19,000 retail banking employees for various email distributions including
leader led messages and other line of business messaging.
Managed temporary staff brought on board to assist with recognition program.
Executive Admin Assistant, Western Reserve Market – Branch Network 2001-2004
Provided administrative support to Executive Vice President and eight direct reports.
Designed and developed monthly newsletter reaching 120 branches approximately 12,000 employees.
Maintained confidentiality on promotions, performance plans and all HR-related documents.
Distributed and produced key sales and financial management reporting, sales tracking and weekly goals.
Provided exceptional customer service, screened and researched customer issues.
Assisted with corporate reward and recognition programs.
Kept market team informed of key changes in the market.
Planned and organized large quarterly group meetings for all staff including senior leaders and 120 branch
managers.
Prepared PowerPoint presentations for various department meetings.
National City
Direct Lending – Services/Operations, Highland Hills, Ohio 1998-2001
Technology Operations – Client Services, Cleveland, Ohio 1997-1998
Residential Mortgage Services, Cleveland, Ohio 1992-1997
Summary of Highlights included:
Provided administrative support to Executive Vice President.
Designed and developed monthly recognition newsletter.
Maintained confidentiality on promotions, performance plans and all HR-related documents.
Coordinated video conferencing; net conferencing and set up and acted as technical support during
teleconferences.
Prepared Power Point presentations for various department meetings.
Assisted with budget process.
Acted as liaison between National City Mortgage Company and Mortgage Services; trained mortgage loan
originators on use of new technology – new online mortgage loan application process.
Managed employee recognition program for department.
TECHNICAL SKILLS
Proficient with Microsoft Office
Additional Software: Zoomerang, 2Way; Centra; WebEx; Work Flow; Internet-savvy, Adobe Acrobat.
Self motivated with strong organizational skills to follow through work plans, goals and deadlines and make
necessary arrangements to accommodate the unanticipated.
Professional demeanor with internal and external clients, demonstrating patience, tact and empathy.
Work very well in unsupervised environment.
EDUCATION
Course work includes: Business Administration, Court Reporting, and Law Enforcement
COMMUNITY INTEREST
Five-year volunteer Junior Achievement
Three-year volunteer with Harvest for Hunger campaign
Two-year participation with Triathlon – water station captain
Contact this candidate