Service Representative Customer

GAYLE M GOSSELIN

*A HEMLOCK STREET

PLAISTOW, NH 03865

603-***-**** HOME

603-***-**** CELL

***********@*****.***

Throughout my Career I have gained an abundance of knowledge and experience in various fields. Human Resource Specialist, Executive Secretary, Legal Secretary (Criminal, Divorce and Real Estate), Customer Service Representative, and Union Steward

SKILLS

~ Computer proficiency ~ Time management

~ Fingerprinting ~ Organizational Ability

~ Discretion ~ Attention to detail

~ Self motivated ~ Ability to stay calm and tactful under pressure

~ Good communication; written ~ Professional

and verbal ~ Negotiation capability

~ Payroll ~ Ambitious

~ Reliable ~ Solid worker

~ Studied Medical Terminology

Software Programs

Microsoft Office, Microsoft Works, Microsoft Word, Word Perfect, Excel, IDRS, Outlook, Adobe, PowerPoint, Career Connector, and HR Connect.

EXPERIENCE

Internal Revenue Service 28 years of experience in various positions.

HUMAN RESOURCE SPECIALIST

Announced positions, accepted, reviewed, and rated applications

Utilized standard job description in the application process

Certified candidates according to their knowledge, skills, and ability

Analyzed position requirements

Assisted selecting officials with the selection process;

Notified candidates of the results.

Responsible for setting the appropriate pay level

Performed classification assignments

Prepared written correspondence and other documents

Trained employees in new procedures

NTEU STEWARD

Voluntary position

Represented and defended the interests of fellow employees

Represented non managerial employees

Informed workers of their rights under Collective Bargaining Agreement

Ensured employee’s compliance with federal, state and local laws

Represented employees in investigatory interviews

Filed grievances, implemented, negotiated, and compromised when necessary.

CUSTOMER SERVICE REPRESENTATIVE

Contacts are primarily by telephone interviews with a wide range of individuals

Representative may provide procedural information and assistance by written or e-mail correspondence

Interviewing techniques to obtain information

Reporting and disclosure requirements

Utilized management procedures to control casework and conduct research

Knowledge of investigative techniques and procedures to extract information from a variety of sources

Contact with taxpayers, their representatives, practitioners, attorneys, etc seeking guidance on various issues

Contact with other IRS offices to verify supporting information and coordinate actions necessary to advise and inform taxpayers

Dealing with discontented and irate customers while retaining a firm but professional demeanor

Resolving customer inquiries during initial contact

PERSONNEL ASSISTANT

Fingerprinted new hires

Reviewed applications

Contacts with FBI regarding employees and fingerprints and background checks

Background investigations included Fingerprinting, Credit Checks, Citizenship, Verification and local Law Enforcement checks

Criminal history checks

Verification of where the subject has lived, worked, and/or attended school

SECRETARY

Controlled all incoming correspondence and action documents

Maintained files and records, executive inventory, executive training and logs

Drafted responses for information concerning arrangements for employment interviews or proper procedures for applying for a position

Arranged large meetings and/or conferences

Reserved meeting rooms and notified participants attending the meeting

Prepared reports of the proceedings

Maintained Section Chief’s calendar, scheduled appointments and meetings utilizing knowledge of Section Chief’s workload and current issues of importance

Reminded Section Chief of appointment and briefed Chief on matters to be considered before the scheduled meeting

Anticipated need for information and prepared material for immediate availability for Chief’s needs

UNIT CLERK

Utilized automated systems to perform duties

Entered, searched for, edited and extracted data and information

Workflow charts

Utilized IDRS System to input taxpayer information

Assigned cases to tax examiners

Operated varied and advanced functions of the computer system to create, format, modify, edit and print letters, reports, memos and various documents

Prepared Time and Attendance Records

Requisitioned office supplies, printing support and related materials

MASLOWSKI LAW OFFICES

LEGAL SECRETARY (Part-time)

Employed by a divorce attorney

Answered telephone calls

Compiled legal documents such as divorce petitions, summons, financial disclosures, interrogatories, motions

Communicated with other legal representatives

Transcribed notes

Faxed, copied and printed documents

Knowledge of Legal Documents and Terminology

Various office duties to ensure the office ran efficiently

GREATER LAWRENCE HOME HEALTH AND NURSING SERVICES

EXECUTIVE SECRETARY

Provided administrative and clerical support

Prepared confidential and sensitive documents

Prioritized matters and handled accordingly

Prepared agenda’s

Maintained office procedures

Received and relayed daily telephone messages

Prepared itineraries

Communicated on a daily basis with the visiting nurses

Reported back to the Executive Director

Trained in payroll

Organized Directors daily calendar

Assisted in planning appointments, board meetings, conferences

Handled confidential documents making certain they remain secure

EDUCATION

Lawrence High School, Lawrence MA - Diploma - Business Course

Northern Essex Community College, Haverhill, MA

Coursework included:

American Sign Language I Spanish I English Composition

Medical Terminology I and II Biology Introduction to Health

Anatomy and Physiology I and II

REFERENCES

Donna Borges - Sandown NH - Friend 603-***-****

Marie Elaine Urynowicz - Methuen MA - Friend 978-***-****

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