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Administrative Assistant Customer Service

Dallas, TX
October 21, 2018

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Vivian Williams

Administrative Assistant IV - Texas Department of Transportation

Dallas, TX 75227


Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Administrative Assistant IV

Texas Department of Transportation

October 2013 to January 2018

Responsibilities include: Weekly verification of employees times sheets for 3 Units are correct. Answer/ research all timesheet issues. Make travel arrangement; prepare all PE license reimbursements, Travel Expense reimbursements, Out of Agency Travel Forms, Pay & Receipt bills, receipt Purchase Orders in PeopleSoft, Schedule Web-X meetings, set up monthly meeting and conference calls. Handle incoming/outgoing mail, date and stamp mail daily and distribute to appropriate employee(s). For prospective new employees I do job verifications and set up interview day(s) and time. I get with HR to get the appropriate paperwork to send them for drug testing prior to being hired. I have taken the classes to assist management in the hiring process. I order supplies for 3 units; I'm one of the backups for the Receptionist desk. I handle incoming/outgoing phone calls. I answer question and refer the general public to correct departments. I also set up, file and maintain all office correspondence & make up labels for file system and outgoing mail. Help employees in using ERP, whether it's timesheets, training, etc. Lastly handle Minor Equipment Transfers, Fuel & Mileage Receipts for Voyager and all telephone & crossroad issues. I'm proficient with computers/laptops. I have knowledge of PowerPoint, Visio, Excel, Word, and Microsoft Office to name a few. Customer Service Assistance

Army & Air Force Exchange

September 2011 to October 2013

Handled incoming call from Military Personnel and their spouses regarding their military credit cards. Updated addresses/remove/added family members.

Processed payments, made payment arrangements. Pulled bills, sent them via fax, e-mail or US mail. Help tracked lost, misplace or stolen merchandise with Fed-X, and other carriers. Discuss bills and cleared discrepancies. Sent out letters and partnered with our Catalog Department when questions or discrepancies came up on customers' bills. Adjusted with a credit or debit action to make customer accounts whole.

Night Auditor

Renaissance Hotel

December 2010 to July 2011

Checked guest in/out of hotel. Applied credit card, incidental payments & adjusted guest room accounts when applicable. Applied Valet parking charges to guest rooms. Scanned Valet, Banquet, Club Lounge, Bar, Restaurant & Room Service receipts into the system. Closed all three shifts by running daily & monthly shift closing reports and applying credit usage daily. Survey Clerk

US Census Bureau

April 2008 to January 2010

Worked Demographic Area Address Listing Survey. Duties included preparing & mailed training correspondence, mailed out and the collection of ALMI disks. Incoming/outgoing telephone calls to field representatives and respondents and all file preparation for the survey. Billing Executive


May 1979 to June 2006

Single point of contact for Wal-Mart Stores & Burlington Northern Santa Fe Railroads throughout AT&T 13 state footprint. I was the person within AT&T that these customers talked with on a daily, weekly, monthly quarterly basis. Facilitated billing disputes, resolved and/or interpreted contracts and database discrepancies. I worked closing with the customer service representative in all AT&T regions daily. I assigned representatives task from request from the above two customers. I performed periodic reviews of customer bills to ensure integrity. Attended monthly/quarterly premise visits to the above customer sites. Maintain monthly flow spreadsheets capturing monthly progress of customer accounts and any outstanding issues to be resolved. Attended weekly conference calls. I'm proficient in using Excel, Word, PowerPoint, VISO, Business Objects, WSF, SORD, ASI-400, & BOSS. I key stroke 120**-*****, type 60 words a minute & 10 key by touch. I have advance computer skills and excellent oral and verbal skills. I'm also able to create, edit and compose letters. Manager Global Billing

Managed 16 to 32 Service Representatives in the Global Call Center. I Coached and developed our service representatives to ensure they were performing their job duties effectively. I monitored their incoming customer's calls on a monthly basis and gave them productive feedback. Oversaw attendance issues and resolved them; took irate customer calls; supported our Sales Team, Federal Team & customers with their billing/contract issues. Attended weekly conference calls, ACD manager and oversaw the training, development and scheduling needs of our service representatives. Utilized systems such as Total View, Centre-VUE, SERG, CUSTINFO, Premise, Sapqui, Telegence and ACIS.

Service Representative

Handled incoming/outgoing calls from premier 500 Companies (American Airlines, JC Penny, Cendant, US Army just to name a few). Facilitated their payment arrangement, discussed their billing disputes, typed service orders to add and remove features from accounts & sent out billing reports. Held Head Service Representative, Team Leader position. Traveled with/without managers to customers premises to discuss billing issues.

Senior Records Clerk

Processed and balanced customers payments to their accounts. Inbound customer calls, suspended and restored telephone services. Established, maintained and balanced SBC employees Medical, Life Insurance, & Saving Bonds accounts.

Enrolled, scheduled, cancelled and mailed course materials for students attending SBC classes. Posted students message to a message board & typed for over 80 instructors. Worked with Western Electric employees locating lost equipment & the replacement of the equipment. I issued and resolved trouble tickets. Located customers lost/misapplied payments and applied them to correct accounts. Operator

1411Operator received incoming calls from customers requesting directory assistance information. General Clerk-Payroll Clerk

Headquarters Army & Air Force Exchange

September 1972 to May 1979

Greeted prospective employees, typed TDY orders, airline tickets for enlisted personnel. Received and processed catalog orders from enlisted personnel via mail, e-mail. Handled all correspondence regarding catalog orders or discrepancies.

Processed and filed all payroll files, folders & correspondence. Education

degree, Business Administration in Business Administration Amber University

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