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Customer Service, Administrative Assistant

Lubbock, Texas, United States
September 15, 2018

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Highlights of Qualifications:

Proficient with Apples and IBM computers, and programs including but not limited to: Microsoft Office, Avaya, IEX Icoms, ACSR, TTS, Windows, Lotus Notes, Word, Works, Excel, Quicken, Power Point, Quick Books, Lotus 123, PageMaker, PhotoShop, Netscape, Child Care software and Reserve.

Over 30 years experience in bookkeeping and customer service.

Able to communicate effectively with diverse socio-economic backgrounds.

Efficient multi-tasker who can meet multiple deadlines due to organization skills.

Develop different types of spreadsheets to track all types of information.

Familiar with all types of office equipment.

Balance client & company expectations to ensure all goals and deadlines are met.

Professional Experience:


Manage groups of 25 customer service agents, monitoring, coaching to ensure that client expectations are met.

As owner of R&R Deliveries, I was responsible to recruit, interview, employ, train and termination of up to 50 youth contract carriers and 4 adult contract carriers.

Was Coordinator for the Facility Rental dept with the School District, with two staff and many part-time staff. Set up scheduling for placing of staff at different events and depending on the size of the group making sure enough personnel were scheduled.

Department liaison between departments and customers.

Customer Service

I have been dealing with customers in all of the jobs that I have been in and have great customer service skills.

Took a course in “How to Deal with Difficult People”.

Great at client interactions and follow up to ensure expectations were met.

Understanding of customer satisfaction surveys, how they are built, what questions should be asked, how to properly set up the survey to get the most accurate responses.

Able to properly determine and set up goals for AHT that are based on true interaction times and set goals on how many calls per hour an agent should be able to handle to successfully help customers while still being mindful of their customers time.

Knowledge on how to accurately predict staffing needs to help determine how many agents should be on the phone at any given 30 minute interval to handle call volume.

10 years call center experience, 8 years in call center management.


In all of my jobs I have used my bookkeeping experience. I am highly proficient in: accounts receivables; accounts payable; payroll; inventory cost; budget projection; and analysis.

Worked for one of the first computerized Accounting Companies in Alberta, which worked with several different clients in house and in their offices. Input data into personalized accounting program, balance and reconcile accounts, printed checks, and monthly/year-end reports.

Spent over seven years working in the oil & gas industry. Working in the revenue and expenses dept for each property, pay out of royalties and account reconciliation.

During the deregulation of oil & gas prices in Canada, I did the accounting for the crude oil moved thru the pipeline and the company’s truck terminal. Value of inventory, purchases, sales and costs of moving products. I would invoices for the sales, prepare payments for the purchases, and compile all financial reports.

Participated with the planning team involved in the set up of the equalization program for the truck terminal .

Marketing department responsibilities included preparing various analyses, submitted requests for movement of crude oil and calculation of the purchase and sales prices of products.

Worked in the collections dept setting up payment plans with clients and following up to make sure that they were meeting their commitment.

Was self-employed for many years. Did the invoicing, collections and financial reports for R&R Deliveries

Developed a spreadsheet that would track the rentals at 60 schools that helped in projecting income and other analyses requested. Projected budget income/costs each year to justify department. Was in charge of collections for outstanding accounts.


Professional Call Center Management, Bellevue University, Associates Degree, 2011

CDL, Rocky Mountain Truck Driving School, Albuquerque NM

H&R Block Income Tax course – in Calgary, Alberta, Canada and in Boulder, CO, USA

Business Administration Courses, Mount Royal College, Calgary, Alberta, Canada

High School Diploma, Bishop Grandin High School, Calgary, Alberta, Canada

Work History:

Dec. 2018 - current Phone Banker 1 Dec 2018 - Wells Fargo, Lubbock, TX

Sept. 2005 to Mar 2017 Team Leader, Dec 2006 - Convergys, Lubbock, TX

Customer Service Rep, Sept 2005

May 2005 to Aug 2005 Manager/Bookkeeper - Pit Stop Club, Lubbock, TX

Nov 2003 to Apr 2005 Truck Driver - Clovis Concrete, Clovis NM

- Covenant Transport, Chattanooga. TN

Sept 2002 to Sept 2003 did varies part-time jobs in the Melrose and Clovis, NM area

May 2002 to Jul 2002 Administration Assistant - City of Lafayette, Lafayette, CO

Oct. 1998 to Oct 2001 Department Coordinator - Boulder Valley School District – Community Schools, Boulder, CO

Mar 1998 to Oct 1998 Receptionist - City of Lafayette, Lafayette, CO - part-time

Jun 1993 to Jan 1998 Owner - Rural & Residential Deliveries, Louisville, CO

May 1992 to Jun 1993 Collections Clerk - Neodata Services, Louisville, CO

1984 to Oct 1991 Marketing Technician, Senior Clerk Production/ Revenue Accounting - BP Canada Resources Limited Calgary, Alberta, Canada

1981 to 1984 Revenue Accounting Clerk - Petro-Canada, Calgary, Alberta, Canada


Jane Burdekin Co-worker/retired 303-***-****

Tiffany Jones Co-worker/Team Leader 818-***-****

Jasmine Crittenden - Co-worker/ Customer Service Rep

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