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Customer Service Office Assistant

Georgetown, Kentucky, United States
September 17, 2018

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Enthusiastic and goal-oriented professional with years’ experience instituting organizational strategies and measures for continuous improvements and efficient business operations. Consistently commended for analytical as well as service-oriented aptitude. Design systems and procedures to maximize workplace efficiency and boost productivity. Thrive on challenges; utilize available resources. Meticulously manage daily office operations. Able to multi-task and work unsupervised; equally effective as team member/leader. Collect data to make decisions. Resolve customer problems with speed and diplomacy; exemplary speaking and listening communications skills demonstrate respect for authority and organizational structure. Motivated to quickly learn new skills. Win through patience and resolve.

Core Competencies

ISO 9001/IATF – Lead Auditor. Internal Quality Auditor 1 Certification. Training in ISO 19011, ISO 9001:2015, IATF 16949:2016, FMEA

Problem Solving - resourceful, decisive, and persistent

Customer Care - service to both internal and external customers

Communication - customers, co-workers, managers

Leadership and Initiative - take a leadership role in improving operations

Organization / Administration - analytical skills, detail-orientated, multi-tasking

Experience- Microsoft Office products: Word, Excel, PowerPoint, Access


Toyota Tsusho America – Georgetown KY 2006-Present

Quality Control Specialist-Product

Internal/External audit: Earned Internal Quality Auditor Certification 1. Auditor training attained through Preeminent Training Specialists. Continuing education for ISO 9001:2015 and IATF 16949. In depth analysis of the corporate Quality Management System to evaluate and improve processes that directly impact finished product and customer satisfaction. Understanding the needs and expectations of all interested parties. Use extensive experience in corporate compliance to cultivate development as an auditor.

Problem Solving: Having clarity about identifying issues, understanding all parties’ interest in the problem, being creative when brainstorming. Documentation of changes and outcomes, monitoring compliance and monitoring follow-through and creating opportunities to evaluate a new process, and putting the solution at the end of the process. Provide training on toll work functions for new employees by designing and implementing a visual training manual in addition to company printed work instructions. Provide on-going training throughout the year as follow up for non-CPS functions. Provide input on environmental and corporate kaizen initiatives to support humanitarian corporate culture.

Business Initiatives: Utilize 5S for workplace safety and organization, and to support JIT production and reduce waste and optimize productivity. Establish a solid foundation for continuous improvement, managed through team generated audit documents

Statistical Analysis: Use statistical methods to monitor and control a process, and to ensure that the process operates efficiently producing specification-conforming product, with less waste and a constant focus on continual improvement. Monitor activities of receiving, warehouse and slitter line operations to reduce machine related damage and errors in processing.

Customer Support: Review all held and defect material on an individual basis with each mill representative on a weekly schedule. Arrange appointments with mill reps to inspect processed material with production control personnel.

Organization/Administration: Provide quality support for material issues with steel mills, suppliers and other customers. Track progress and service of non-conforming products. Provide sales, customers and management reports of ongoing processing requests. Maintain communication with sales reps, mill personnel, and external customers. Use quality initiatives to assess and implement positive changes within an organization independently.

Leadership/Initiative: Process all insurance claims for defective import material. Act as primary liaison with Mitsui Marine Insurance surveyors.

PDCA cycle model for carrying out change and maintaining excellence through the Toyota Way.

Reffett Insurance David KY

Office Manager

2005 - 2006

Manage maintenance of correspondence, security sales, and funds received log in accordance with NASD Regulation 3010 for Registered Representatives

Facilitate reviews and processes of all new Life and Health business

Handle and coordinate travel arrangements

Administer customer service for all in force policyholders

Assess update on clients contact system database

Conduct research and enhance all advertising

New York Life Louisville & Lexington, KY

Senior Office Assistant


Office Assistant III


Office Assistant II


Directed new business for a team of 21 agents at New York Life's Kentucky General Office. Supervised all life and annuity processing, policy billing, diverse accounting inputs, preparation of premium and deposit funds, and administered inquiries and changes for in-force policy owners;

Augmented employees operation productivity and lessen errors by means of a conceptualized written and systematic training procedures such as generated kits for specific job functions at New York Life

Oversaw inputs of data and documentations into the company's automated business system

Reviewed and analyzed continuous and complex changes in SEC, NASD, and insurance industry regulations, and new company products

Instigated direct licensing and contracting backup support to the senior agency administrator

Pine Knoll Farm Lancaster, KY

Business Manager

1998 - 1999

Performed maintenance of payroll and benefit plans with all farm billings and tax records

Directed and mentored employees, set for contractors and administered maintenance projects, took charge of veterinary care and maintained all animal health records

Bloomingdale Free Public Library Bloomingdale, NJ

Assistant Director

1991 - 1998

Assumed management role. Served as Director’s assistant; supervised and trained 12 employees, obtained new library acquisitions and supplies and monitored daily cash accounts and deposits;

Revitalized an inactive organization through recruiting new members and named it "Friends of The Library"

Played a key role as Director of adult programs in such subjects as crafts, education, the arts and financial planning to create positive community awareness of the library

Improved library inventory into automated system after researching different systems by on-site visits, reviewing manuals, brochures and videos, and interviewing personnel from other library systems.

Researched different systems through on-site visits, reviewed and analyzed manuals, brochures and videos, and interviewed personnel from other library systems

Improved library inventory into an automated system


Service Star Award for Exceptional Customer Service New York Life, KY

Professional Training

Earned 4 Insurance Industry related designations through LOMA (Life Office Management Association) as follows:


Associate, Insurance Agency Administration


Associate, Insurance Regulatory Compliance

FLMI: Fellow, Life Management Institute


ACS: Associate, Customer Service


Member, Phi Theta Kappa, Honor Society for 2 Year Colleges


Masters in Business Administration 2015

Capella University, Minneapolis, MN

B.A. in English Literature with Teaching Concentration 1991

William Paterson College, Wayne, NJ

A.A. in Humanities and Social Science with Concentration in Criminal Justice 1988

County College of Morris, Randolph, NJ

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