Customer Service Administrative Assistant

ROBYN L. PACKETT

**** ******** **** . *******, ***** 75040 . 469-***-**** .

************@*****.***

ADMINISTRATIVE ASSISTANT

Confidential Administrative Assistant with 12+ years of progressive

experience supporting management at headquarters and branch offices. Self

directed and team contributor with well-rounded administrative skills

combined with proven ability to prioritize projects with overlapping

deadlines. Highly organized, time managed, multi-tasked, and tenacious

problem solver. Career motivated - thrive in new situations.

Keywords & Core Competencies

. Planning, Strategy & Tactical Execution . Executive

Administrative & Project Support

. Oral, Written, Reporting & Presentation Skills .

Calendar Management, Meetings & Travel

. Problem Solver, Productive & Efficient . Cross Department

Liaison & Communications

. Proficient Computer Skills / Oracle & AS400 . Leading

Special Projects & Assignments

PROFESSIONAL EXPERIENCE

MKS INSTRUMENTS, Dallas, Texas 2003 - November 2013

Senior Service Administrator, 2007 - 2013; Service Administrator, 2003 -

2007

Managed administrative service activities while supporting Regional

Customer Support Manager for multi-billion dollar Semi-conductor Company.

Prepared detailed reports of sales revenue, gross profits, and number of

repairs. Processed RMAs/credits, prepared shipping paperwork, responded to

ongoing e-mail and phone communications from accounts. Managed maintenance

of facility and office equipment, and ordered supplies.

. Promoted to assume additional responsibility with supervisory

oversight for four Customer Service Representatives (CSRs).

Interviewed, hired, trained/cross-trained, and delegated workflow

to CSR team.

. Played integral role in repair center increasing monthly gross

profits from $275K to $580K - $690K during tenure - ranking as most

profitable repair center in company.

. Administratively assisted manager during seven-month project that

remodeled office with $750K budget.

. Credited with saving company $300K by convincing management to

implement direct customer shipments from Dallas repair center.

Set up and integrated new shipping system to achieve goal.

. Assisted management during AS400 conversion to homegrown

software system and then to Oracle.

. Provided peerless customer service and responded to e-mails from

major customers such as Raytheon, IBM, Texas Instruments, and

Applied Materials. Resolved accounting, billing, shipping,

data, and reporting errors.

. Isolated Oracle data, transported into Excel, and prepared

detailed reports for management review.

. Recognized as "go-to" administrative contact for repair division

CSRs nationwide.

. Headed Health and Safety Committee for facility, led meetings,

and took meeting minutes.

. Maintained master list of CPR certified employees and scheduled

CPR certification classes.

ERICSSON, Plano, Texas

1999 - 2003

Administrative Assistant, 2000 -2003; Accounting Associate II, 1999 -

2000

Promoted to office and administrative support role for Director of Global

Services, two Datacom Managers, and 50 engineers. Scheduled engineer site

work meetings, made travel arrangements, and reconciled expense reports.

Prepared weekly/monthly reports and documents, filed reports, requested

purchase orders, and maintained equipment rentals. Managed calendar for

Datacom Manager. Led special projects as needed.

. Saved $20K annually by analyzing, identifying, and reconciling

charges on SAP cost center reports.

. Led project that researched and analyzed cell phone bill - resulting

in $50K annual costs savings.

. Created PowerPoint training presentation and led engineer training

on new trouble ticket system.

. Ensured seamless move to new location in Plano by working closely

with facility department.

EDUCATION, TRAINING and SKILLS

Brookhaven Community College, Farmers Branch, Texas, 1996;

Richland Community College, Dallas, Texas, 1994

Ericsson Training Center: Microsoft Word, Excel, PowerPoint,

FrontPage, SAP, Team Building, and Time Management classes

MS Office including advanced Excel, Word, PowerPoint, Access,

FrontPage, Outlook, Lotus Notes, and MS Project

Oracle, AS400, SAP, Visio, Crystal Reporting, GELCO Expense

Management, and Kewill Online Shipping

References Available Upon Request.

Contact this candidate