MARGARET M. GONZALEZ
*** ******** ** email@example.com
Schenectady, New York 12304 518-***-****
Experienced Administrative Professional with progressive leadership experience developing, implementing and coordinating training initiatives within a business environment to drive improvement with Quality Customer Service, Employee Performance with focus on customer service excellence. Industry Experience:
Reception, Customer Service, Contact Center
Organizational Development, Training & Development, Reporting Analysis Areas of Expertise:
• Customer Service • Client Relations • Process Improvement
• Employee Engagement/Team Building • Mentoring/Coaching • Business Continuity PROFESSIONAL EXPERIENCE
ADIRONDACK ORAL SURGERY, ALBANY, NY MARCH 2015- PRESENT Administrative Assistant / Call Center Operator
Greet Patients and process payments. Scan and attach x-ray, referrals and all other documents to patient’s charts. Answer incoming calls for 4 offices from clients and doctors. Schedule appointments for surgery and create charts for patients. Responsible for obtaining the vital information needed for a safe and successful surgery for the patient. Communicating and comprehending Doctors and surgical staff. TULLY RINCKEY PLLC, ALBANY, NY MAY 2014 – MARCH 2015 Administrative Assistant / Switchboard Operator
Answer and direct all incoming calls for 7 office locations in 3 different states from clients and third party inquiries. Prepare and distribute firm correspondence to current clients, potential clients and firm affiliates. Record incoming call volume and provide data and analysis to upper level management. Communicate with clients with empathy and compassion using excellent customer service skills. Fast pace environment where attention to detail is essential. Successfully provide support to handle customer escalations and intercede on complex issues.
CRISAFULLI BROS. PLUMBING & HEATING, ALBANY, NY JUNE 2012 – FEBRUARY 2014 Receptionist / Administrative Assistant
Answered and directed internal and external customer calls. Provided information to assist customers with questions regarding company matters. Ensured customers received appropriate information and assistance, enforced policies and procedures, and completed call activity logs and reports. Completed employee performance evaluations. Billing and invoicing for both internal and external customers. Tracking and recording of employee payroll and time recording
BBL CONSTRUCTION SERVICES, ALBANY, NY NOVEMBER 2008-JUNE 2012 Receptionist / Administrative Assistant
Answered and directed internal and external customer calls. Provided information to assist customers with questions regarding company matters. Greet clients; provide support to staff members and external customers. Resolve customer issues.
Jewish Community Center, Albany, NY November 2007-November 2008 Receptionist
Answered and directed all phone calls for the Center. Assisted with member services and sent out mailings for the Director of member services.
The Next Step, Inc December 2004-October 2007
Administrative Assistant/Supportive Living Manager EDUCATION/PROFESSIONAL DEVELOPMENT
Broward Community College, Broward, Florida
Niskayuna High School, Niskayuna, NY
Unified Court Systems
Hutchens Law Firm
Dr. Gary Wadhwa