Customer Service Administrative Assistant
Resume:
ASHLEY N. KADOLPH
815-***-**** **** *th St.
Rockford, IL 61104
******.*******@*******.***
Executive Summary
* ***** ** ********* ********** in planning and coordinating the entire department's administrative functions. Proven track
record in accounting, secretarial and general office operations as a hands-on team member who is known for going the extra
mile. Proven ability to organize and accomplish a number of simultaneous projects within time constraints. Well-
developed scheduling and organizational skills. Strong background in developing and maintaining data management systems.
Recognized for extensively improving office systems and processes. Proven ability to interact effectively with
clients and staff at all levels.
Team Building and Leadership
Office Supply Acquisition
Knowledgeable of Local and Federal
Client Relationship Management
Filing/Data Entry/Payroll Government Programs
Microsoft Office Suite/Data and Payroll Shift Flexibility
Management Software Superior Verbal and Written Skills
Professional Background
Customer Service Supervisor 2014 to Present
APAC Rockford, IL.
Provide quality customer service by supervising the tasks associated with the Customer Service Department, delegate
authority and assign responsibility. Ensure proper response to all customer inquiries and all problems are resolved
according to the Company's guideline s.
Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
Supervise team productivity, monitor workload, and address periods of peak volume.
Ensure quality and standards are consistently achieved and guidelines are followed and met.
Maintain diplomacy and tact when dealing with upset or escalated calls.
Ensure all staff track daily calls
Accountable for all decisions, actions, and directives with respect to job responsibilities.
Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and
including tennination.
Follow up in a timely manner to ensure customer satisfaction
Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that
regulate the customer service industry.
Knowledge, understanding, and compliance with the Company's policies and procedures.
Responsible for respective department's overall perfonnance and for motivating team to exceed department goals and objectives.
Provide feedback to management concerning possible problems or areas of improvement
Administrative Assistant 2012 to 2014
Rockford, IL
NRI
Handle multifaceted clerical tasks (e.g., data entry, filing, records management) as the Administrative
Assistant. Coordinate tracer-client communication, create and maintain databases. Ability to work independently and
ensure the timely delivery of accurate reports for upper management in real-time.
Communicate effectively with multiple departments
Establish strong relationships to gain support and effectively achieve results Provide
timely, courteous and knowledgeable responses to information requests Answering
the multi-line telephone, directing calls, and taking messages as required
Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality;
ability to learn and master new concepts; positive work ethic.
Administrative Assistant 2010 to 2011
Omega Home Health Care Rockford, IL.
Coordinated employee-client coverage, maintained database and ensured the delivery of premium service to home health
clients. Quickly became a trusted Assistant known for "can-do" attitude, flexibility and high-quality work. Transferred to
launch this company from sister company Compassionate Care.
Front-line position acting as a liaison between potential clients, clients, healthcare professionals and management
Maintained Office Supplies/Purchase Orders
Knowledgeable of Medical Terminology
Accounts Receivable/Payable
Effectively coordinated multiple departments to plan meetings and prepare welcome packages for new employees
Established strong relationships to gain support and effectively achieve results
Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls
Coordinated/Processed billing with the State of Illinois for payroll
Coordinated recruitment events in cooperation with internal departments and external organizations
Established and implemented training and development for new employees
Administrative Assistant 2009 to 2010
Compassionate Care Rockford, IL.
Coordinated employee-client coverage, maintained database and ensured the delivery of premium service to home health
clients. Quickly became a trusted Assistant known for "can-do" attitude, flexibility and high-quality work. Transferred to
launch Omega Home Healthcare.
Front-line position acting as a liaison between potential clients, clients, healthcare professionals and management
Maintained Office Supplies/Purchase Orders
Knowledgeable of Medical Terminology
Accounts Receivable/Payable
Effectively coordinated multiple departments to plan meetings and prepare welcome packages for new employees
Established strong relationships to gain support and effectively achieve
Provided timely, courteous and knowledgeable response to information requests; screened and transferred calls
Coordinated billing with the State of Illinois for payroll
Coordinated recruitment events in cooperation with internal departments and external organizations
Co-developed comprehensive, 60-page training manual that enabled a faster ramp-up of 40% for newly hired support staff.
Independent Contractor 2005 to 2014
LiveOps Rockford, IL.
Independent contractor. Take/Make Inbound/Outbound sales and customer service calls. Clients include names such as
Proactiv, PizzaHut, Guthy Renker and Bare Escentuals to name a few. Scheduling fully dependent on excellent time
management. Ability to be a motivated self-starter and work independentl y, remotely, without direct supervision.
Strong communication and negotiating skills
Earned multiple certifications for various clients in selling skills and customer service.
Hand-picked by clients to work on their products based on my professionalism and statistics
Handle difficult and escalated calls with professionalism and a proven ability in conflict resolution
Maintain invoice records to compare with company records for accurate pay
Education
2005
McHenry County College McHenry, IL.
Relevant Courses:
• •
Project Management for Executive Assistants Communication Skills
• •
MS Office for Professional Staff Professional Office Procedures
• Electronic Presentations for Business Professionals
• Keyboarding and Document Formatting
Contact this candidate