Customer Service Administrative Assistant

Malcolm Barnes

** **. ******** **, *** York, NY *0031

Cell: 813-***-**** Email: **************@*****.***

OBJECTIVE:

To obtain a position in which I can utilize my technological, organizational, planning and customer service skills in

a capacity that requires deploying both internal and client-facing solutions.

EXPERIENCE:

Let’s Get Started Teens! : Tampa Bay, FL, USA June 2011 – November 2013

ADMINISTRATIVE ASSISTANT

• Handled office duties that included scheduling and conducting meetings with community leaders and

neighborhood youth.

• Handled incoming and outgoing mail for the organization.

• Coordinated community events from beginning to end.

• Identified opportunities for local partnerships and maintained relations with local businesses.

NomCore Systems: Tampa Bay, FL, USA October 2006 – November 2009

CLIENT SERVICES MANAGER

• Served as a point-of-contact and escalation-point for 30+ institutional clients, focusing on on-boarding,

technological resolutions, data integrity, execution timeliness and accuracy as well as overall client

satisfaction.

• Increased the speed and accuracy of each client’s administrative objectives by over 40% by helping them

to incorporate CoreSpeak into their day-to-day workflow.

• Created risk management matrices to identify at-risk accounts in an effort to turn them into healthy

accounts, often re-establishing the business relationship to increase trust and integrity.

• Analyzed data output from proprietary systems in an effort to streamline and automate processes and

create sustainable, client-facing procedures.

• Worked with developers and project managers on developing client-specific products/apps on large-scale

projects - including scoping, requirements gathering, allocation of resources, time management and budgeting.

• Worked extensively with cross-functional teams on product development initiatives with an emphasis on

quality management, documenting the lifecycle of each project in the CRM tool.

• Managed a team of 4 associates, training each employee on day-to-day client management, software, and

operations as well as goal and expectation setting.

CLIENT SERVICES ASSOCIATE

• Resolved basic to intermediate level software-related issues for clients.

• Hosted instructional webinars for high- and low-level users to increase user autonomy and met

knowledge-sharing objectives.

• Used Excel to analyze client-specific data.

Florida International University: Miami, FL, USA September 2004 – August 2005

DATA-ENTRY CLERK

• Classified work-orders accurately and securely, using sound protocol that eliminated redundant entries.

• Handled processing at a fast pace.

• Maintained database by following data program procedures.

• Verified case information by reviewing, correcting and reentering data.

EDUCATION:

Rasmussen College Associate Degree - Information Systems Management - 2013

SKILLS:

• Excellent telephone and verbal communication

• Exceptional organizational skill

• Excellent writing skills

• Enthusiastic about learning

• Computer skills

• Microsoft suite: Excel, PowerPoint, Word

• Programming and Mark-Up Languages: Java, VB.NET, MySQL, PHP, HTML, CSS, JavaScript

Malcolm Barnes

40 St. Nicholas PL, New York, NY 10031

Cell: 813-***-**** Email: **************@*****.***

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