Customer Service Executive Assistant

BEVERLY J. ARCHER

313-***-**** ***********@*****.***

CAREER SUMMARY

Strong organizational and leadership skills as well as experience in

business and project management. Demonstrated ability to implement and

manage performance improvement projects. Known reputation as a team leader

resulting in a positive impact on people. Effective problem-solver, proven

results on cost and quality of service. Organized and resourceful. Strong

computer skills and known for promoting good communication, teamwork, and

creating an atmosphere of mutual trust, cooperation, ethical behavior and

integrity.

PROFESSIONAL EXPERIENCE

DETROIT MEDICAL CENTER, Detroit, MI 2008 - Present

Detroit Receiving Hospital

Sr. Executive Secretary

Provides administrative support to the Chief Operating Officer and

Chief Medical Officer

serves as an assistant to the Executive Administrative Assistant to the

President (A-Team/C-Suite Executives).

. Supervised office business unit activities.

. Provided effective resource support, problem solving and acted as a

mediator between staff and administrator.

. Supports multiple A-Team Executives.

. Daily responsibilities include scheduling of multiple

meetings/appointments, social events, as well as managing travel

arrangements.

. Managing meetings which include meeting reminders, distribution of

minutes and agendas.

. Ordering/maintaining office supplies.

. Greeting/assisting and directing visitors

. Manage multi-phone line.

. Detail oriented.

. Managing A-Team mail, distribution and retrival.

. Manage conference room requests

. Assisted patients, patients' families, referring physicians, and third

party carriers in resolution of patient related issues.

o Included: insurance, post care of patients.

. Scheduled and relayed information to patients for laboratory tests,

medical examinations, and consultations.

o Included: verification of insurance.

. Maintained familiarity with various types of medical insurance,

obtained pre-certifications required by patients' health care insurers

and managed care providers.

. Established good working, consulting, and referring relationship with

physicians and medical staff that increased and enhanced positive work

relationships with physicians.

. Acted as Project Coordinator and used project management skills on

several projects.

o Projects included Golf Outing Fund Raiser, Employee Appreciation

Day, and pharmacy symposiums.

. Initiated and implemented training program with directives from

Executive Assistant of the President that improved the quality and

process for support staff.

. Served as President / Vice President of the Employees Activity

Committee chartered to improve and promote positive morale and

excellent customer service and teamwork.

ST. JOHN HEALTH SYSTEM, Detroit, MI

2005 - 2008

Detroit Riverview Hospital

Sr. Executive Assistant

Provided administrative leadership and support to the VP Professional

Services; VP/Chief Nursing Executive and Director of Organizational

Effectiveness.

. Maintained confidentiality and dealt tactfully with people.

. Served as administrative liaison and facilitator for physicians and

office managers in the departments of Ophthalmology, Internal

Medicine, Family Medicine, Rehabilitation Services, and Pharmacy.

. Analyzed and resolved a major facilities HVAC issue through

coordination and negotiation with the property owner and property

manager.

. Redesigned and improved the telephone transfer processes that ensured

accuracy of call direction.

o Involved marketing and improved the accuracy of web site

information.

. Led Community Awareness Project by creating a list of potential board

members and negotiating with potential members that resulted in

establishment of a Community Relations Board of Trustees.

. Communicated to associates the mission, vision, values, goals and

objectives that increased understanding of the organization and

improved customer satisfaction.

. Developed a system for managing the audiovisual equipment that ensured

availability and reduced replacement costs.

. Developed a marketing tool that increased awareness of in hospital

coffee shop and increased sales by 75%.

MICHIGAN VETERINARY SPECIALISTS, Detroit, MI

1999 - 2005

Positions held: Human Resources; Project Coordinator; Event Planner;

Business Associate; Transcriptionist

. Provided human resources support and coordinated employee annual

events

training, including OSHA safety training programs. Coordinated

clinical license

and certification processing and renewals.

. Developed a system for hiring and interviewing of candidates and

reduced workload for managers.

. Managed and developed new associate orientations and on-boarding

process.

. Planned, communicated and tracked company-wide initiatives that

provided information on achievement of milestones and organizational

goals.

. Implemented first Service Award and planned and successfully managed

company events that improved employee morale.

o Included: Career Day, Welcoming Incoming Interns, Employee and

Associate Appreciation Day to improve employee morale.

. Counseled employees and initiated corrective action regarding

performance and behavior issues.

. Negotiated and approved ADP TotalSource as the HR Company of choice

that reduced overhead cost, as a project team member.

DETROIT MEDICAL CENTER, Detroit, MI

1986 - 2004

Positions Held: Executive Secretary; Office Coordinator;

Administrative Secretary;

Medical Secretary and Transcriptionist

EDUCATION

BS - University of Phoenix, Southfield, MI 2003

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