Customer Service Administrative Assistant

Cathy Falcone

**** ******** *** *** *****, Nevada 89110 (C) 970-***-**** **********@***.***

Professional Summary

Customer-oriented Call Center Representative successful at troubleshooting and handling customer

support issues in a timely manner. Energetic Customer Service Representative with strong time

management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service

Representative who provides exceptional customer service through active listening and problem

solving. Call Center Representative with expertise providing customer support in high call volume

environments. Exceptional computer aptitude and telephone etiquette

Enthusiastic and well-organized Administrative Assistant with solid background in data entry,

schedule management and event planning. Administrative professional offering excellent

communication and computer skills. Meets deadlines and works with a high level of awareness and

adaptability.

Administrative Assistant with 3 years experience in recruiting, interviewing, and training of new hires.

Skills

Multi-line phone operation proficiency

Appointment setting

Payroll

Invoice processing

Filing and data archiving

Experienced in payment processing both cash and credit card transactions and

reconciliation

Ability to research, analyze and resolve customer (internal/external) issues in an accurate

and timely manner

Experienced in training of new hires

Ability to type at 35+ wpm

Proficient and experienced in Microsoft Word, Microsoft Office, IVUE, Contact Tracking, Smart

Hub, Vista Point, Cisco and Excel and 10 Key

Have 25 years of Customer Service and Administrative Experience

Work Summary

Customer Service/Call Center Representative

La Plata Electric Association - Durango, CO 8/2004 to 6/2013

Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant

flow of customer calls with up to 18 calls in queue per minute. Addressed and resolved customer

product complaints empathetically and professionally. Gathered and verified all required customer

information for tracking purposes. Scheduled and created service orders for turning on/off service per

customer request. Defused volatile customer situations calmly and courteously. Managed customer

calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Identified chronic customer issues by creating and maintaining customer complaint log. Assisted

customers in review of billing statements Referred unresolved customer grievances to designated

departments for further investigation. Resolved service, pricing and technical problems for customers

by asking clear and specific questions. Managed high call volume with tact and professionalism.

Acted professionally and patiently when addressing negative customer feedback. Improved call

center functionality and service capacity by resolving customer complaints efficiently and quickly. Met

or exceeded service and quality standards every review period.

Customer Service/Inventory Clerk/Administrative Assistant

Penske Logistics, LLC- North Las Vegas, NV 8/1994 to 8/2004

Answered and quickly redirected up to 100 calls per 8 hour work day. Maintained shipping manifests

and logged incoming and outgoing shipments. Maintained customer files. Communicated with

vendors regarding back order availability, future inventory and special orders. Recommended,

selected and helped locate and obtain out-of-stock product based on customer requests. Handled

daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and

shipping problems. Scheduled weekly inventory pickups and deliveries with vendors. Investigated

and resolved customer inquiries and complaints in a timely and empathetic manner. Served as the

main liaison between customers, management and sales team. Participated in physical inventory

counts every time period. Maintained employee personal files. Calculated and submitted employee

work hours for payroll purposes. Planned and coordinated logistics and materials for employee

meetings, client meetings and staff events. Ordered and distributed office supplies while adhering to

a fixed office budget. Petty cash reconciliation. Coordinated domestic and international travel

arrangements, including booking airfare, hotel and transportation.

Education

GED: General Education 1990

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