Customer Service Management

Development, Office Management, Marketing, Fundraising

Profile

Administrative support professional offering versatile office management skills and proficiency in Microsoft Office programs. Strong planner and problem solver who readily adapts to change, works independently and always exceeds expectations. Able to juggle multiple priorities and meet tight deadlines without compromising quality. Excels in fundraising and marketing events.

Education

RASMUSSEN & TRIDENT UNIVERSITY

Relevant Courses:

Introduction to Business

Computer Applications and Business System Concepts

Principles of Management

Financial Accounting I and II

Communicating in Your Profession

Human Resource Management & Law

English Composition I and II

Professional Development:

Labor and Employment Law, Driver Safety Trainer, Florida Records Management

Key Skills

Office Skills:

Office Management

Records Management

Database Administration

Payroll

Front Desk Reception

Spreadsheets/Reports

Event Management

Calendaring

Project Management

Medical Referrals

Employee Training and Development

Executive Support

Medical Billing

Medical Records

Computer Skills:

MS Word

MS Excel

MS PowerPoint

MS Outlook

MS Access

MS Publisher

Adobe

Social Media

Kronos

Eden

Cogsdale

DriveCam

Experience

CUSTOMER SERVICE, Ocala, FL

Customer Service, 2013 to Present

Handle multifaceted administrative tasks (e.g., liens, returned checks, records management and collections billing) as a customer service representative with the City of Ocala’s Municipal Services. Coordinated new collections contract, with a third party vendor, is supported by staff and guidelines are followed according to the contract specifics. Coordinated marketing campaign for newly deployed, City-wide utility payment kiosk program. Quickly became responsible for special projects within the Customer Service and Finance departments, known for a “can-do” attitude, flexibility and high-quality work. Highlights:

Assists in the exploration and recommendation of alternative solutions and methods of operation.

Coordinated years of special events for United Way and March of Dimes, which gained increases of participation over 100% and donations over 45% from previous years.

Delegates’ tasks to personnel relating to receiving, recording and processing utility payments, service applications, customer relations, editing utility accounts, data input, and collections.

Determines necessary training, guidance and supervision for assigned staff toward achieving their maximum potential in terms of knowledge, professionalism, production, customer service and evaluate their performance. Work as Customer Service Office liaison for mandatory city-wide training and new cross-training initiatives.

Assists in formulating, implementing and evaluating all aspects of billing and revenue collection of utility services, customer service management strategies, and policies and procedures for the Customer Service Office.

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