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Customer Service Administrative Assistant

Peoria, Illinois, 61604, United States
December 13, 2018

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**** * ******* **. ******, IL 61604 618-***-****

Summary of Qualifications

Hardworking, multifaceted, and highly motivated Professional seeks position combining solid skills and over 20 years of experience in the following areas:

Executive Assistance

Human Resources & Payroll

A/P & Billing

Presentations & Spreadsheets

Calendar Maintenance

Event Coordination


Customer Service

HRIS/Data Entry

Professional Profile

●Integrates skills in all aspects of office administration and operations; additional expertise in Human Resources

●Goal-oriented self-starter with integrity, initiative, and work ethic

●Proficient in the advanced use of all relevant office applications

●Combines highly relevant education in Human Resource Management with hands-on supervisory experience

●Reputation for discretion, accustomed to handling high volume of confidential materials

●Versatile, adaptable, and able to acquire new skills quickly


M.S., Human Resource Management, GPA 3.94 May 2010

Lindenwood University

St. Charles, MO

B.S., Human Resource Management July 2006

Park University

Scott Air Force Base, IL

A.S., Business Management Dec 2003

Southwestern Illinois College

Granite City, IL

Career Path

Caterpillar (contract employee thru Collabera) Apr 2018- Aug 2018

Advanced Purchasing Analyst

Perform analysis and maintenance of procurement and logistics data such as: purchase orders, quotations, invoices, source catalogs, material rejection reports, supplier defects, tooling records, supplier data/measurement, inventory management, cost analysis.

Analyze data and produce reports to help make sourcing decisions, create category strategies, and resolve supplier and supply chain issues.

Support Buyers, Supplier Development Engineers, and Category Managers with data analysis and reporting.

Interrogate Caterpillar systems to find data, create reports using software including MS Excel, Tableau, and other various internal data sources.

University of Illinois – College of Medicine Dec 2017- Apr 2018

Office Manager – Student Affairs

Administrative support for Assistant Dean and Assistant Director of Student Affairs including scheduling appointments and meeting, travel, serves as a resource person for students, faculty, staff and public

Maintain lists and databases

Process and track fiscal expenditures and monthly reconciling of expense reports. Assist in fiscal planning and allocation of funds

Work with financial aid and UIC Scholarship Management Office in the management of student awards and scholarships, and disbursement of funds

Coordinates and makes logistical arrangements for regular occurring student events and programs

AT&T Sept 1999 – July 2016

Sales Operations Lead 2012 - July 2016

Assist with compensation and other team member commission reports as requested for the Door to Door program

Weekly execution of Indirect Ecommerce weekly scorecard and channel/partner loop qualification reports

Update and maintain reporting schedule for team to ensure processes are documented

Identify ways to improve analysis and delivery of reports and suggestions to automate and ensure accuracy of reports

Day to day execution and analysis of reports for vendors, field, and leadership for door to door program

Sales Execution Manager 2009-2012

●Manage and process customer escalations for the Door to Door program

●Back up on fraud investigation for consumer Door to Door program

●Perform monthly sales order form audits and analysis for distribution to vendors and leadership

●Generate customer monthly satisfaction surveys results for external vendors

●Analysis of customer survey scores and preparation of vendor penalty documents

●Process sales exception reports for commission withholding and recoup due to fraud or customer survey penalties assessed

●Responsible for team scorecard calculations and updates

Sales Compensation Analyst 2006-2009

●Audit and sign-off of agent commission accuracy for approx. $2 million monthly. Responsible for Internal Controls (Sarbanes-Oxley) Compliance.

●Process improvements via ad hoc reporting.

●Performance Analysis Reporting for Executive Management.

●Assist and review of market specific methods and procedures and any job aides.

●Audit and coordination of data into commissions system, responsible for running all final audits before monthly commission close and coordinating corrections with the respective teams

●Contact for escalations involving vendors, legal, and finance

●Manager for new vendor ID request, initial set up and maintenance of IDs in AT&T systems

●Manage payments of commission to vendors and process invoices for department

●Retrieve Business Object reports to send to vendors upon request and at the end of month showing commissions/orders for the month

●Responsible for training, development, and timeliness and accuracy of work performed by direct reports that assist the office with all clerical duties

●Implement/Support all best practices/standardization initiatives - contribute to improvement ideas through leading and suggesting

Administrative Assistant 2006-2006

●Performed confidential administrative duties for attorneys in the Legal Department/Communications group

●Involve high level contacts and exposure to sensitive information necessitating considerable use of tact and diplomacy

●Interact with executive, administrative and line management personnel, external customers, outside law firms and vendors

●Scheduled meetings and appointments, plans events and makes travel arrangements

●Produced legal documents, correspondence, presentations, and reports using a variety of computer software.

●Performed a variety of administrative duties such as processing bills, vouchers, and payroll

●Coordinated requests for workspace, service, and office equipment and other programs such as charitable campaigns, employee recognition and records retention

●Provided guidance to others in the organization regarding administrative practices

Assistant to the Director/Senior Records Clerk 2002-2006

●Coordinated travel arrangements, calendars, and meetings

●Compiled, typed, and edited correspondence

●Communicated updates and changes to company policies and procedures

●Planning, purchasing, and vendor payment of promotional materials for events

●Coordinated and handled logistics of Market Area Performance team sponsored events

●Served as District Coordinator for Payroll and Human Resources for 500+ employees

●Documented new hires, terminations, transfers, and changes in SAP/Elink; maintained personnel files

●Knowledgeable on FMLA policies, disability, and attendance tracking

Senior Records Clerk 2000-2002

●Calculated, prepared, verified, and evaluated highly specialized, complex data

●Compiled dynamic presentations, spreadsheets, and correspondence

●Scheduled shifts and overtime, vacation selection, adjusted schedules for sick days and vacation changes and monitored adherence to schedule for 100 employees within two call centers

●Educated call center employees on the disability and FMLA process and coded in RTWIN/CCAP

●Oversaw accounts payable, generated payroll for call center, managed procurement

Service Representative 1999-2000

●Resolved customer inquiries and complaints regarding products, services, billing, in call center environment

●Provided superior levels of customer service to meet standards for customer satisfaction as well as revenue


MS Excel SAP Business Objects

MS PowerPoint CRM Salesforce

MS Word Concur


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