Customer Service Administrative Assistant

Michelle R-Judd

*** ********* ***** *****, ****** NC -633-6853

E-mail:*************@*****.***

Summary

Detail oriented, analytical professional with excellent customer service in a call center

environment, communication, and technical skills. Proficient in payroll and accounting processes.

Experience

Administration Specialist (February 13, 2012 - June 1, 2013)

Duke University, Durham, NC 27708

Sponsored Projects Cash Flow Management

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• Reconcile 70-plus projects monthly, assuring correctness and complete

documentation

• Transfer summary data to cash flow spreadsheets and publish monthly to faculty

• Initiate corrections, researching issues, seeking decisions from PIs as needed

• Ensure purchasing, travel and effort compliance, accuracy and timeliness

• Maintenance of documentation

• Set up file and OneNote documentation structures for each awarded project

• Ensure completeness of files, updating as awards are made and amended

• New Awards and Project Closeout Actions

• Ensure that all new award actions are taken by all team members as assigned

• Ensure all project closeout actions are taken by team members and PIs

Administrative Assistant (September 2008 – February 13, 2012)

Duke Hospital, Durham NC 27710

Ensure transactions meet deadlines for the exempt and nonexempt payrolls

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Effectively communicate payroll information within department and between department

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and corporate functions

Prioritize and resolve inquiries (phone, e-mail, in person).

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Maintain current understanding of new payroll processes, procedures

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Coordinate special projects

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Schedule and maintain calendar of appointments, meetings and travel itineraries

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Payroll Representative (April 2004 – September 2008)

Duke University Corporate Payroll, Durham NC 27708

Calculate and create pay exceptions for partial month salaries for exempt employees

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Address a wide variety of customer issues in person and by phone in a call center

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Process:

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• Monthly direct deposits forms

• Secondary timecards and forms

• 403 B, and Health and Welfare benefit deduction forms

• Garnishments

• LOA forms

• Non-compensatory payroll forms

• Personal Data Change Forms in iForms

Rehire Report

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Accounting Manager (June 2005 – March 2009)

JJ Nelson Flooring, Inc., Apex NC 27502

Ensure accuracy of time and materials reports in order to process weekly payroll for 150

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installers

Manage high volume multi-line phone in a call center

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Work directly with customers scheduling and job changes and on resolving complaints

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Analyze work in progress reports and issue accurate and timely invoices

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Coordinate local collections effort for outstanding invoices, including phone, in-person and

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by mail

Process hire forms weekly

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Assistant Supervisor (August 2001 – June 2005)

North Carolina Department of Revenue, Raleigh NC

Oversee unit in supervisor’s absence

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Process daily collections, balance with Financial Services

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Process Failure to Pay, Final Billing, and Collection Fee Warnings

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Prepare monthly Statistical Report

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Analyze monthly Beer/Wine Excise Tax Returns

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Process tax assessments, audits, and refunds

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Customer Service Rep (February 1996 – February 2000)

Wachovia Bank, Raleigh, NC

Train new hirers in customer service covering technical tools and resources

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Resolve customer requests and complaints

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Manage high volume multi-line phone in a call center

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Process customer deposits

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Skills

SAP/R3

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Data entry

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Microsoft Office including Word, Excel and Access

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Lotus Notes/Outlook

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Cash Handling

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Education

Mount Olive College, RTP

• Business Management (April 2012 – Current)

Wake Technical Community College, Raleigh NC

• Accounting (January 2008 – December 2010)

• Medical Office Assistant (January 2008 – December 2010)

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