Customer Service Management

Eunice Cook

**** ******* ***** *****, **********, Georgia 30039 770-***-**** • **************@***.***

Summary

Detail Administrative Support professional with expertise in program administration, information

management, logistics coordination, special project management, business communications, and

expense tracking. Possessing strong organizational and planning skills, with demonstrated, success

communicating and liaising across all department levels, discretely handling confidential information,

and managing multiple priorities. Effectively works independently or with a team to complete projects

on schedule. Core competencies are calendar management, meeting & event coordination, expense

reporting & reconciliation, business writing, document creation, switchboard operation, travel

planning, file management, project coordination.

Highlights

Microsoft Office proficiency Customer service oriented

Time management Meeting Planning

Meticulous attention to detail Travel administration

Strong problem solver Project Coordination

Concur SAP

SharePoint

Experience

PEACHSTATE FEDERAL CREDIT UNION 2012 2013

Administrative/Facilities Support

Lawrenceville, GA

Administered support to VP Facilities/Special Projects, 10 local branches and corporate

office. Provided research, facility management, customer service support, and facilitated

branch relocations projects handling confidential and non routine information. Responsibilities

included scanning, storing and processing business documentation for offsite storage during

facility closing and relocating to new facility... Supported staff projects and initiatives,

established and maintained business processes, updated inventory, prepared business

communications, and negotiated vendor contracts.

Researched office supply purchase prices, reconciled all billings to one vendor for all branch

locations and corporate office, acted as a liaison between company and vendors to

renegotiate new contracts for services rendered, managed coding, scanning, processing

monthly invoices and follow-up with Accounts Payable creating monthly spreadsheets.

Prepared, reviewed and responded to internal/external inquiries regarding federal

documentation of refunds due company, researched proper documentation on file with

vendors, created procedures and business processes.

Facilitated the contract management process for onsite tenants at the corporate office,

maintaining and storing contracts on SharePoint sight, managed contract renewal

performance, interfaced with executives (internal and external) tenants and employees

providing high-level support to executive staff for a variety of strategic Contract Management

and facility issues.

1995 2012

FISERV

Executive Administrative Assistant

Norcross, GA

Delivered administrative support to SVP/CTO of Operations of Eastern Region, his direct

reports and 125 employees, providing program development, research, customer service

support, logistics, and delivery. Supported staff projects and initiatives, established and

maintained business processes, updated inventory, prepared business communications, and

negotiated vendor contracts.

Coordinated meetings, executive luncheons, corporate event meetings, special events and

special entertainment for up to 300 local and remote attendees, organized all logistics,

selected internal/ external site, confirmed facility arrangements, managed catering

distribution, facilitated participant coordination, proactively manage EVP, SVP/CTO, CFO,

CIO, and other executives as needed calendars including scheduling appointments,

managed travel schedules /itineraries and agendas, prepared meeting materials and created

PowerPoint presentations.

Provided support, assistance, and backup for researching documentation, stakeholder

providing technical task in support of Clients regarding adding new equipment, while

providing quality customer service. Draft and design general correspondence and memos

with the highest level of discretion and care.

Processed expense reports, provided an expense follow up process for SVP/ CTO, CFO and other

executives to help departments centralize their expense reports and accurately gauge their expenses,

managed multi-budget management system to accurately track expenses, reconcile ledgers, reconcile

credit card statements, process financial transactions and report variances.

Stakeholder for taking minutes/publishing minutes for Executive’s departmental weekly staff

meetings, created, consolidated and maintained documentation for regulatory business

processes, completed projects and special assignments, processed confidential HR

paperwork, PTO forms, and maintained the departmental calendar, handling confidential and

non-routine information, provided general as needed administrative support and assistance to

entire office performing general clerical duties to include but not limited to photocopying,

faxing, mailing, and filing, hard copy /electronic filing system, research, priced, inventoried,

ordered and distributed office supplies and equipment.

1993 1995

FISERV

Switchboard Operator

Norcross, GA

Delivered high-level Customer Service support, managed the Avaya phone system,

supporting over 400 Associates. Developed business communications, managed schedules,

fielded, prioritized, answering multiple phone lines and routed incoming phone calls transfers

to appropriate extension, coordinated and managed conference calls, provided first response

relief on troubled Clients, documented message, answered all routine and non-routine

questions. Provided quality customer service, greeted clients, vendors, and administered to

their initial needs.

Served as main contact for office maintenance and facility management, detailed oriented

with the ability to use time productivity meeting challenging work goals and deadlines

possessing ability to take on additional responsibilities as needed.

Education/Professional Development

Murphy High School

Skillsoft Development; Internal/External Customer Service; Six Sigma; Effective Team

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