Customer Service Manager
Resume:
T. Necole Cooper
Forestville, MD 20747
***************@*****.***
Career Objective
To obtain a position of an Administrative Assistant with a flourishing
organization using a positive attitude, great computer skills, outstanding
customer service relationship abilities, astonishing office management
skills and a desire to succeed in a fast-paced environment to make a
difference in the office administrative procedures
Professional Skills
Administered employee payroll Create attractive reports and
presentations
Motivate and energize the office staff Arranged complex travel for staff
Managed workload of support staff Software: All windows operating systems
Core professional Strengths
Team Building Policies &Procedures Problem Solving
Coding; CPT, ICD9 Customer Service Medical Knowledge
&Terminology
Career Experience
Pension Benefit Guaranty Corporation
Human Resource Assistant ; 2013 -Present
Washington, DC
Compute bi -weekly payroll totals for staff of 45
Accurately keep track of annual, sick and comp time balances for
staff
Manage confidential employee personnel files
Created an electronic library system on agency portal of 3,000
position descriptions and provide daily maintenance of the HR
records and systems
by processing employee status changes in a timely manner
Work with Human Resource Liaison to create policies and procedures
Prepare and maintain lists of monthly evaluations due for
appropriate departments
Keep employee records up-to-date including; the tracking of any
employee anniversaries and awards they are due and create monthly
report for managers
Washington Hospital Center
Executive Assistant/ Imaging Scheduler ; 2010-2013
Washington, DC
Scheduled complex appointments for 300 patients in fast paced call
center for each modality of Radiology Department
Keyed in medical terminology and ICD-9/CPT codes
Analyzed and validated all orders as per treatment plan of patients
Monitored referrals to clinic and scheduled appointment
Federal Emergency Management Agency
CUSTOMER SERVICE SPECIALIST; 2008 -2010
Hyattsville, Maryland (Hurricane Katrina)
Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 550 inquiries in any given week and
consistently met performance benchmarks in all areas (speed,
accuracy, volume).
Became the lead "go-to" person for new reps and particularly
challenging calls as one of the company's primary mentors/trainers
of both new and established employees.
Helped company attain the highest customer service ratings (as
determined by external auditors) -- earned 100% marks in all
categories including communication skills, listening skills, problem
resolution and politeness.
Vesta, Inc
Office Manager; 2005 - 2008
Lanham, Maryland
Coordinated the daily office workflow and ensured the efficiency of
administration staff of 10
Assist with the completion of client assessments providing
environmental, psycho-social, financial, employment, housing,
educational, and health information as appropriate
Ensured that Residential Counselor's completed all necessary
administrative tasks for case management, including maintenance and
follow-up with all paperwork, phone calls and emails whole
maintaining accurate and complete case records
The Community Builders, Inc.
Office Manager; 2000 - 2005
Washington, DC
Coordinated the daily office workflow and ensured the efficiency of
administration staff of 4
Made complex travel arrangements for senior management; submitted
expense reports to Finance Department
Processed requisition for supplies and other clerical services
Computed bi -weekly benefits and payroll totals for staff
Managed the Director's calendar; including scheduling meetings, and
the coordination of conference rooms
Education
Strayer University (Expected June 2014)
Business Management, Human Resource Management
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