Customer Service Process Improvement
Resume:
SAMPLE REVERSE CHRONOLOGICAL RESUME WITH SUMMARY
Ima Sample
***** ***** **. *.*., Seattle, WA 98115
(206-***-**** (H); 206-***-**** (W)
Email: *********@*****.***
OBJECTIVE:
Project Coordinator or Administrative Support position that involves strong communication and
interpersonal skills with an attention to detail.
SKILL SUMMARY:
* Over 10 years of customer service experience.
* Effective written and verbal communication skills; excellent demonstrated ability to establish
and maintain good professional working relationships.
* Strong team contributor; consistent and reliable follow-through with vendors, clients, suppliers.
* Willing to go the extra mile to meet team goals and deadlines.
* Seven years of office administrative and clerical experience; skills include MS Office (Word,
Excel, Access, and PowerPoint), multi-line phone system, and 10-key by-touch (120 spm).
* Financial services background includes payroll, financial records, and purchasing/accounts
payable electronic transaction system.
* Knowledge and expertise with various UW administrative systems such as FIN, PAS, HEPPS,
and OPUS.
* Proficient with Oracle (electronic calendaring system).
WORK EXPERIENCE:
Fiscal Technician 3 January 2002-Present
University of Washington Payables Department (Seattle, WA)
* Prepare Accounts Payable payment documents for processing; enter data into Purchasing and
Accounts Payable System (PAS).
* Consult with buyers in Purchasing, department fiscal staff, and vendors to resolve problem
invoices.
* Explain complex rules and procedures.
* Assist with new hire entries into the Online Payroll Update System (OPUS).
* Prepare completed invoices and recaps for filing.
* Developed and implemented process improvement method for invoice filing. Reduced
turnaround time by 10%.
* Main point of contact for payables questions.
* Team leader of process improvement team.
* Assist with payroll for unit.
* Independently advise and educate staff on fiscal policies and procedures.
* Assist in development and maintenance of written procedures for Payables unit.
Office Assistant III January 2000-January 2002
University of Washington Purchasing Department (Seattle, WA)
* Assigned purchase orders to rightful buyer based on the separation of commodities. Received
and initiated budget change requests.
* Collected online requisitions and forwarded to the appropriate buyer.
Ima Sample, r sum Page 2 of 3
Office Assistant III (cont d)
* Monitored and secured bid documents until designated date and time.
* Greeted both campus staff and vendors; responded to inquiries and fulfilled requests using
computer and multi-line phones on a daily basis in a fast-paced environment.
* Answered all incoming calls on high-volume phone line; forwarded calls and relayed messages
to purchasing staff.
* Sorted and routed mail to proper purchasing employees.
* Assisted with training new employees.
* Received Customer Service Star award for excellence in customer service, February 2001.
Over/Short Coordinator June 1999-January 2000
Bon-Macy s (Bellevue, WA)
* Analyzed all store terminals for cash shortages and compliance issues causing shortages.
* Conducted audits; tracked, researched, and resolved compliance issues for all forms of tender.
Customer Services Representative, part-time May 1998-June 1999
Bon-Macy s (Bellevue, WA)
* Assisted and directed customers, answered high-volume phone lines, directed and routed calls
as needed.
* Coordinated inventory operations; identified, tagged, and tracked equipment and supplies.
EDUCATION:
Bachelors Degree in Business Administration, with a concentration in Finance
University of Washington, June 1999
STAFF TRAINING:
University of Washington
* UW Purchasing Process
* UW Financial Systems 101
* Health Insurance Portability and Accountability Act (HIPAA) compliance training
* Foundations of Fiscal Reporting
VOLUNTEER AND COMMUNITY SERVICE:
Youth Leader February 2005-Present
YouthCare (Seattle, WA)
* Serve 20 to 60 homeless youth, ages 7 to 18, providing meals and activities one Tuesday
evening per month.
* Involved in menu planning, cooking, serving meals, and kitchen clean-up.
* Coordinate arts and crafts (sketching and painting), sports and recreation (basketball and pool),
and movie night activities.
* Secure front door at closing and monitor facility for safety.
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Parent-Teacher Association (PTA) President September 2004-June 2005
Eckstein Middle School (Seattle, WA)
* Served as liaison between parent constituents and school administration.
* Supported school s extracurricular activities through execution of fundraising projects.
* Provided timely information on issues facing the school, parent, teacher, and student
communities.
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