Customer Service Administrative Assistant
Resume:
KATHLEEN B. HOENLE
Lake in the Hills IL 60156
********.******@*****.***
PROFESSIONAL QUALIFICATIONS SUMMARY
Having years of experience in Office Management as an
Administrative assistant to being an office manager
Detail-oriented
Strong and consistent customer service and communication
skills
Timely and consistent, always confidently tasked with many
and somewhat difficult projects, which were essential to
complete on time
A team leader, managing and assisting other team members
Proven and confident organizational skills
Collaborate easily with co-workers and work well
independently
Self–sufficient in communicating with external B2B,
continually streamlining business activities
ADDITIONAL SKILLS
Experience in Microsoft Office, Word and Excel
Well versed and written communication skills
Excellent call center phone skills
ADP and Avimark software
EXPERIENCE
2006-2009 Receptionist / Administrative Assistant, Randall Road Animal
Hospital Crystal Lake IL
Office Manager / Administrative Assistant
2011-2014
Empowered to oversee the day to day practice activities
since the beginning in 2006. My main priority was to
organize all aspects of the practice. Managed a team of 5
doctors, room technicians, surgical technicians, receptionists,
kennel assistants, groomers, office assistants, and having a
client base of over 13,000
Developed and maintained the Home office Human
Resources department as well as the remote satellite
Offices, authored and implemented a Hospital Policies
Handbook, Maintained employee personnel files,
Interviewing and hiring process for all employees, Employee
evaluations and disciplinary actions, developed a training
manual for all new hires, conducted monthly update
meetings for all associates, responsible for multiple
department employee schedules, managed and performed all
payroll, commissions and corrections, maintained and
managed associate work schedules.
Responsible for reporting all county records and reports for
the counties monthly, performed all daily shelter charges and
medical records, billed monthly for 30+ animal shelters,
implemented and administered contracts for all animal
shelters yearly, contracted low cost neuter and spay
programs for low income and the disabled.
Managed all practice accounts receivables and collections,
all advertising, facility maintenance, updated information
publishing directly to the website.
Made and approved all purchasing for the business
Managed and developed the grooming and boarding
departments, oversaw and organized the startup of the new
business in South Elgin, Implemented a new position to
increase customer satisfaction
Through advertising and program plans, tripled sales on
brands Frontline, Heartgard and Brand name prescription
diets
Handled customer complaints professionally, managed all
billing disputes and responsible for overseeing and assisting
a multi-line phone system.
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2005-2006 Client Service Coordinator, Banfield Pet Hospital Algonquin IL
Responsible for all incoming calls, scheduling surgeries,
wellness appointments and emergencies.
Managed all county records monthly
Educated clients about our nationwide pet wellness programs
we offered for preventative care
1996-1999 Customer Service Representative, Videojet Technologies Wood
Dale, IL
Managed a state territory for all customer service outbound
calls
Handled high volume incoming customer service calls
Data entry for a high volume of parts and supplies daily
orders
Expediting and tracing orders
Handling unauthorized deductions from accounts and
determining the outcome
Accelerated releases of blanket purchase orders
L C Mohr High School, South Haven, MI
Education
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