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Administrative Assistant Customer Service

Wichita, Kansas, United States
August 28, 2018

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Kirsten Adams

*** * **** • Lawrence, Kansas • • 785-***-****

Qualifications Summary

Highly personable Administrative Professional with over fifteen years’ experience in supporting executive staff and other support staff, troubleshooting, AP/AR, testing and migration of computer software and business systems, and training of personnel within the aerospace and law enforcement industries.

Talent for identifying user needs and instructing use of appropriate computer applications, solutions, or recovery measures.

Thirst for knowledge of new software, hardware, and applications to enable continuous improvement of processes.

Familiar with theories and practical applications of Six Sigma, 5-S Standards, and Lean Manufacturing.

Expertise in resolving escalated customer service issues.

Advanced skills in Microsoft Office, Microsoft Access, Visio, Visual Basic for Application, and FoxPro

Proficient in Microsoft Server 2003, Novell NetWare, Linux, TCP/IP applications

Experienced in the use of Adobe Creative Suite, QuickBooks, Quicken, PBX systems, AS400, PeopleSoft, SAP, Concur, Remedy, Sterling

Experienced in support of Windows XP and Windows 7 Operating Systems

Experienced in development, design, and hosting of web sites for multiple business clients, combining work in HTML/XML and Javascript

Extensive work in Microsoft Access, creating databases, linking databases, designing forms, implementing macros and modules, and writing processes using Visual Basic for Applications.

Professional Experience

General Dynamics IT – Lawrence, Kansas September 2017 to Present

Customer Service Representative

Handles incoming calls from Medicare beneficiaries in a call center environment.

Buchanan Technologies – Wichita, Kansas August 2016 to June 2017

Remote Field Services Project Coordinator

Remote Coordination of Repair and Installation Technicians

Project Coordination/Management of national IT project, including management of supply chain (SCM), recruitment of local technicians in specific markets, contract negotiations, talent and equipment provisioning, billing and payment approvals.

Cargill - Wichita, Kansas March 2015 to June 2016

Human Resources Administrative Assistant / Transportation Accounting Assistant

Contract Employment through Kelly Mitchell Group prior to Direct Hire

Responsible for collecting new hire paperwork, assigning and auditing employee parking, tracking shipments, distribution and tracking of employee recognition awards, handling of personal and confidential information, miscellaneous clerical reporting. Billing customers and paying carriers for the Transportation Department.

Best Buy - Wichita, Kansas Sept 2012 to June 2015

Part Time Sales Associate - Customer Service Specialist

Sales and Customer Service in a retail environment.

Responsible for up to date knowledge of computer and technology solutions; sales of goods and services to retail customers; troubleshooting customer issues; cash register and POS transactions; returns and exchanges.

Bombardier Learjet Corporation - Wichita, Kansas Apr 2012 to Sept 2013

Tech Aide - Data Reduction Specialist

Provide technical and administrative support to Pilots and Engineers.

Responsible for creating and maintaining databases in Access and MS Report Builder in SQL Server 2012, and serving on Safety Committee. Additional responsibilities include backup support of administrative assistants, as necessary. SCM purchasing.

Hawker Beechcraft Services - Wichita, Kansas Jun 2011 to Apr 2012

Administrative Assistant, Billing - Contractor

Hired through Strom Aviation to provide administrative support to multi-national Aviation Maintenance facility.

Responsible for creating service work orders and assisting with billing processes in SAP. Additional responsibilities include administrative support of Customer Program Managers, including proposals and customer mailings.

CCH - Wichita, Kansas Sep 2010 to Apr 2011

Technical Support Representative

Provided technical systems support for CCH tax software.

Responsible for troubleshooting systems and technical issues of customers via desktop support, verbal instruction, and remote assistance, in call center environment, including registry modifications and FoxPro database applications.

Bombardier/Learjet Corporation - Wichita, Kansas Feb 2010 to May 2010

Telecom Coordinator - Contractor

Procured telecommunications devices and device support for multi-national Aircraft company.

Responsible for telecommunications service desk support; procurement and asset management of cellular phones and BlackBerry devices; verification and distribution of chargeback reports, tracking service tickets using Remedy application software.

Cessna Aircraft Company - Wichita, Kansas Jan 2007 to Jan 2009

Administrative Assistant

Supported Quality Director, Quality Manager, and Second and Third level Quality Supervisors.

For three different Quality departments, calculated merit increases, completed all change of status paperwork, procured office and shop supplies as needed, scheduled meetings, and answered Director’s phones.

Responsible for creating new procedures and formats for organizational charts for entire Quality Organization, creating access database and linking to custom Visio chart. Coordinated with IT personnel to work towards on-line phonebook links for organizational chart updates. Created Access databases for other support personnel to lean work flow and refine processes.

Troubleshooting existing Access databases linked to Excel spreadsheets and Outlook e-mail contacts. Accessing and verifying data in AS400 Lawson system. Support of internal and external customers in after-market program.

Requested and was granted training in SAP business system, then went on to train other end users in this application, and work with Quality Engineering to refine its processes.

Friends University - Wichita, Kansas Aug 2006 to Dec 2006

Administrative Assistant

As support personnel, assisted Team Leads in the Information Technology department.

Supervised student assistants on switchboard, tracked and planned budgets for multiple University accounts, responsible for procurement and tracking of technology components and licenses, organized departmental events, programmed software and trained other support personnel in Access applications.

Goodrich Corporation - Wichita, Kansas Aug 2000 to May 2006

Operations Support Coordinator (2002 to 2006)

Serve as Operations Support Coordinator for a major aerospace corporation with 5 domestic and 3 international service centers.

Promoted to lead team of employees in daily support operations. Collaborated with facility Manager to create strategic plans to enhance customer satisfaction. Provided employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote corporate unity, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly production and service statistics. Responsible for maintaining consignment and manufacturing inventory levels, and reconciliations within acceptable business target levels. Collaborated with programmer to assist in upgrading business system from Manufacturing Access database linked to Pricing Excel spreadsheets to an Oracle-based Unix ERP system, based on requirements of facility, business unit, customer specifications and ISO requirements.

Designed reports in Business Objects that pulled data from Impressa ERP system, for managers at multiple corporate levels.

• Received FAA Bronze Award for individual training; assisted in securing FAA Diamond Award for the facility.

• Assisted in the design and implementation of 5-S Standard to improve safety and efficiency.

• Increased employee efficiency by assisting with development and implementation of Kan Ban program.

Administrative Assistant (2000 to 2002)

Recruited to provide outstanding service to both internal and external customers. Processed service work orders, quotes and invoicing, responded to customer concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted Team Leads in creating and updating training materials. Prepared weekly reports for facility and program managers.

• Implemented new procedures for processing and tracking work orders.

• Requested and received extensive training in Microsoft Excel, Access, and Visual Basic to promote understanding of inherited databases, and allow for additional functions and processes to improve efficiency and productivity.

Education and Training

Associate of Arts in Computer Information Systems• Cowley College - Arkansas City, Kansas

• Emphasis on CompTIA A+ and Network + certification coursework.

Training in First Responder First Aid CPR/AED since 2003

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