Customer Service Data Entry

CYLECA M. SHIELDS-TERRELL

**** ******* *** . *** *****, CA 92139 .

Cell 619-***-**** . E-MAIL **************@*****.***

SUMMARY

Dedicated and focused Administrative Assistant who excels at prioritizing,

completing multiple tasks simultaneously and following through to achieve

project goals. Seeking a role of increased responsibility and authority.

Energetic with 20+ years experience in high-level executive support roles.

Organized and professional. Flexible and hardworking with the drive to

succeed.

HIGHLIGHTS

Microsoft Office Proficiency

Meticulous attention to detail

Results-oriented

Excel spreadsheets

Self-directed

Time management

ACCOOMPLISHMENTS

Increased office organization by developing more efficient filing system

and customer database protocols. Successfully planned and executed

corporate meetings, lunches and special events for groups of 50 +

employees. Promoted to Office Lead after 6 months of employment.

WORK EXPERIENCE

KPI Connect, Lead Consumer Affairs Representative May/12-

December/13

Assist Office Manager with call center team. Assists in weekly calibrations

with supervisors and train agents on call and manual procedures. Organizing

weekly schedules for staff. Answer incoming calls from Bridgestone

Firestone customers with complaints, compliments and any other questions or

concerns they may have. Create claim and damage cases, conference call with

Firestone stores and/or Corporate office with customer to set appointments

and other solutions. Update customer information in the system. Go over

invoices and pricing. Dispersed mail to correct recipients throughout the

office. Organized files created and maintained spreadsheets using advanced

Excel functions and calculations to develop reports and lists.

Manpower Inc, Administrative/Human Resource Assistant Nov/10-

May/12

Answer incoming calls, screen or direct them to the appropriate person and

take messages. Arrange conference calls and help with set up. Assist

clients in structuring a resume and find job placement, checking timecards,

pay history and any payroll adjustments employee benefits submittal,

updating clients status in Tempworks program, calling clients for follow up

information, assist staffing specialist by looking through resumes and

applications for submittals, calling references to verify employment,

conduct new hire orientation and exit interviews paperwork, sending and

receiving courier packages and track packages and mail, filing, faxing,

sorting and organizing. Order and maintain supplies. Provide administrative

support to several managers, help prepare by proofreading, editing and

routing correspondence, memoranda and board memos.

Big Mama's Homecookin', Co-Owner/Chef/Coordinator Feb/04-

present

While doing serious multi-tasking in a fast-paced environment supervising

others to make sure all of the details of the meeting or events are all in

place from location to equipment. Work with clients to find out what the

main goal of their event is. Coordinate the necessary people and materials

to make sure the event is a success. Scouting, selecting and negotiating

contracts for appropriate locations for the event or meeting. Negotiating

costs of services and arranging payments. Hiring additional staff for

production, service and cleaning. Developing procedures and execute set up

and break down plans. Developing and suggesting menus, preparing, cooking

and serving food, as well as creating presentations for food.

Corestaff Corporation, Office Manager/ Loan Processor

Nov/05-Oct/06 Maintained schedules and

calendars for seven executives, made appointments, travel arrangements and

accommodations for several executives as well as clients coming into town.

Took notes for all meetings. Answer customer inquiries of both a general

and complex nature related to mortgage accounts open & distribute t-boxes

and documents. Review of 1003's & URLA and Transmittal Summary, Empower

data entry, credit report review, completed forms for submittal and

compliance disclosures, stacking and submittal and speaking with the

brokers. Responsible for responding to inbound calls requesting loan

advances, payments, history, duplicate invoices and various other

miscellaneous loan requests from commercial customers and retail branches.

Provided superior customer service at all times.

California Loan Services Loan, Originator/Loan

Processor Apr/05-Nov/05

Preparation and/or review of 1003's, Calyx Point data entry, credit report

review, score analysis and LOE's, Borrower Pre- Qualifying & Pre-Approval

coordination, completed forms for submittal and compliance disclosures

including GFE/MLDS and Reg Z, processing, stacking and submittal, confirmed

documents were prepared thoroughly and correctly accordingly to investor's

guidelines, coordinated pre-approval and pre-funding conditions.

Sharp Healthcare, Clerical Assistant III

Sept/02-Jan/05

Provided office and clerical support to three professionals; one an

Exercise Physiologist, one a Licensed Clinical Social Worker and one an

Office Manager. Supervised one to two people at a time when they had to

report to my department. Provided customer service, including managing a

multi-line telephone system and updating patients' databases. Also assist

patients in resolving their concerns and complaints, and follow-up contact

with the patients. Performed data entry, as well as, sort and distribute

mail. I am proficient in the use of Microsoft Suites, Excel, and Outlook.

Some other responsibilities included assisting in organizing Health Fairs,

and keeping inventory and ordering supplies.

The Hartford, Lead/Administrative Assistant

July/00-Sept/02

Customer service, answer multi-line telephone system, take payments, handle

customer complaints, make changes to their auto or home policies, order SR-

21, DMV reports, counsel on coverage, fax, copy, type letters, speak with

car dealerships, data entry, word processing, assisted manager with keeping

attendance with those in unit, kept inventory & ordered supplies, meetings

and created spreadsheets.

EDUCATION

1/2008 Grossmont College, La Mesa, CA Business/Culinary

Arts

2/2003 Valley Career College, El Cajon, CA Pharmacy

Technician

Reference Available Upon Request

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