Customer Service Office Assistant

Liz Evans

480-***-****, **********@*****.***

Summary of Qualifications

Self-starting administrative support professional with extensive experience

working in fast-paced, high-pressure telecommunications and government

environments demanding strong organizational, technical, and interpersonal

skills.

Detail-oriented and resourceful in solving problems and completing projects.

Accustomed to positions requiring multi-tasking and deadline achievement

while delivering outstanding customer service.

Demonstrated ability converting complex information into understandable

written format.

Relevant Experience

Maricopa County Clerk of the Board of Supervisors, Phoenix, Arizona

Specialized Office Assistant 2006 – 2010

Transcribed, composed and edited official Board of Supervisor meeting minutes on

a weekly basis.

Served as a liaison between the county Planning and Zoning department and

various municipalities related to various permitting and annexation legal

requirements.

Reviewed, prepared and presented various contracts, intergovernmental

agreements, maps and technical drawings for recordation at the Maricopa County

Recorder and the Secretary of State.

Played a key role in a special project regarding the conversion of paper documents

to electronic records in accordance with Arizona Record Retention Guidelines.

Provided daily receptionist support for the front desk such as answering multi-line

phones, assisting visitors and public officials, processing claims and public record

requests, distributing mail and other administrative functions as needed.

Increased efficiency and reduced costs by streamlining procedures and eliminating

waste.

Qwest Communications, Phoenix, Arizona 1981 – 2000

Service Delivery Coordinator 2002 – 2003

Received inbound business customer calls for a 14-state region regarding land-line

telephone, cellular, internet, video and television services.

Liz Evans

480-***-****, **********@*****.***

Designed and coordinated service requests according to account specifications and

regulatory requirements to ensure appropriate performance of products and

accurate billing.

Initiated follow-up calls to customers and technicians for verification that services

were delivered timely and to the customer’s satisfaction.

Complex Billing Specialist 2001 - 2002

Responded to complicated billing inquiries from business customers and internal

stakeholders by researching and interpreting account activity .

Successfully resolved certain disputes by performing billing adjustments for

account credit and escalated verified errors that were beyond the monetary

threshold of the workgroup to the appropriate entity.

Directory Assistance Operator 1981 - 2001

Handled approximately 1000 inbound requests for directory assistance daily

according to established procedures while exceeding quality customer service

standards and productivity benchmarks.

Education

Scottsdale Community College, Scottsdale, Arizona

Certificate of Culinary Arts/General Studies

University of New Mexico, Albuquerque, New Mexico

General Studies

Skills

Microsoft Office products specifically Word, Outlook and Excel.

High-volume scanner equipment and related software.

FTR Gold digital recording and content management product for meeting minutes.

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