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Administrative Assistant Employee Relations

Colorado Springs, Colorado, United States
April 25, 2019

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Ennea Wysocki, Cascade, CO, 80809



10+ years accomplished experience as a Senior Level Administrator, Analyst and Customer Advocate. Proven to thrive under pressure and with minimal supervision, as a team leader or independently. Experience coordinating new hire training and paperwork, payroll, schedules and attendance. Exercise independent judgment and discretion in prioritizing, delegating and completing tasks. Known to analyze and solve complex problems and implement new processes to improve work flow. Solid computer skills, MS Office Suite, correspondence, proofreading, reports and presentations. Master of complex calendars, schedules, meetings, travel planning, files and records maintenance. Independent Self-Starter or Team Leader

Employee Training, Schedules & Payroll

Maintain Files, Records & Reporting Systems

Complex Reports, Spreadsheets & Presentations

Solid Communication & Organizational Skills

Receptionist, Email & Phone Handling

Computer Proficient, Expert MS Office Suite

Calendars, Meetings, Travel & Expenses

Technical Writing, Editing & Proofreading

Quality Assurance & Regulatory Compliance

Multitasking, Efficiencies & Prioritization

Uphold Strict Discretion & Confidentiality



Frontier Airlines 03/2001 to 01/2019

Customer Relations Leadership Team Denver, Colorado Quality Assurance & Compliance Analyst - REMOTE (Oct 2017 - Jan 2019) Independently oversee maintenance of records and documentation. Monitor lower level staff enforcing data integrity and exemplary service, according to established guidelines, policies and procedures. Lead the overall goal of identifying and analyzing actions to improve processes and customer service levels. Q/A: Spearheaded development and implementation of first Quality Assurance role, dedicated to data integrity, regulatory compliance, and improved productivity of 40+ outsourced agents. RECORDS: Maintained and audited customer feedback records. Critiqued and scored agent calls, files, drafts and responses for proper use of grammar, stellar service, and DOT/BBB regulations. SCRIPTS: Created self-help options and improved service levels, by composing dozens of knowledge- base articles and public facing email scripts, used across the company to interact with customers. ANALYSIS: Gathered, compiled and customized reports with actionable insights used by Executives in forecasting staffing and customer needs.

TRAINING: Decreased agent errors and elevated audit scores after training deficits were discovered and quickly rectified through clarified training strategies. SERVICE: Exceeded goal of reducing repeat calls and submissions to regulatory agencies (BBB/DOT) by 20%, after revamping follow-up procedures with known dissatisfied patrons. SAVINGS: Reduced fiscal errors by $500/week via new electronic check audit and distribution system. Senior Office Administrator/Customer Experience Analyst (Aug 2010 - Jul 2017) Acting Office Manager directly supporting complex schedules and administrative functions for a dynamic, service-oriented team and leadership. Utilized exceptional attention to detail and judgement to anticipate office needs, balance multiple tasks, and proactively ensure deadlines were met. SUPPORT: Independently handled assignments under minimal supervision and managed complex calendars, schedules, meetings, travel, and confidential documents and communications. SERVICE: Professionally handled email and phone inquiries and monitored BBB/DOT escalations, promoting customer satisfaction, compliance, and alignment with business expectations. STAFF: Managed confidential employee relations and paperwork, schedules, attendance, time- sheets, and payroll. Prioritized and delegated tasks and coordinated new hire training and orientation. Identified training deficiencies and improved instruction strategies and process documentation.

RECORDS: Oversaw files and records management and maintained customer feedback database. Verified documentation and data integrity, and enforced regulatory compliance (FAA/BBB/DOT). ANALYSIS: Compiled and generated complex reports, tables and graphs with relevant information that influenced staffing decisions and business improvement efforts. OFFICE: Maintained efficient office procedures and equipment. Processed files, mail and data entry. Created and proofread documents, agendas, and correspondence. Planned morale boosting events! SCORES: Delivered better DOT audit scores by simplifying complaint tracking, coding, and response processes. In turn, service levels increased and boosted satisfaction rates by 10%. SAVINGS: Achieved cost saving goal of 15% reduction in office expenditures by standardizing inventory control.

Administrative Assistant (Mar 2001 - Aug 2010)

10 years of experience running an efficient office environment and independently resolving complex customer inquiries. First point of contact for Executives, Managers, and staff in handling office correspondence, confidential employee relations, training, scheduling, and payroll for 40+ team members. SUPPORT: Coordinated calendars and meetings, proofread correspondence and documents, and kept in constant communication regarding team deadlines and regulatory compliance. RECORDS: Oversaw files and records management and maintained customer feedback database. Audited files and customized reports, documents and presentations. OFFICE: Suggested office efficiencies and employee training initiatives. Controlled standard office operations and equipment, troubleshooting any malfunctions. SERVICE: Answered several calls and emails per day from dissatisfied customers. Proposed standardized response scripts to reduce average customer handling time. SERVICE: Instituted a revised filing and mail tracking system that expedited service calls and increased response rates.


Clover Park Tech - Medical Coding & Billing Certificate (Medical Terminology) Administrative Professionals Course

Tacoma Community College - Studies in Healthcare/Office Administration High School Diploma

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