Customer Service Administrative Assistant

Dawn Verdugo

775-***-**** *** Palmer Court Unit C

*********@*****.*** Dayton, NV 89403

SUMMARY

Sixteen years experience working in manufacturing and customer service industries. Dedicated

customer service representative motivated to maintain customer satisfaction and contribute to

company success. Experience, support and recognized strengths in account maintenance, problem-

solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures,

and systems to avoid problems. Practical experience includes multi-tasking, time management,

scheduling, executing process changes to improve operational and procedure efficiency, resolving

customer issues, and intrinsic motivation. Computer skills include Microsoft Office, data entry,

email, Profit Key, SAP, and Epicor.

WORK HISTORY

Customer Service Representative, Bruce Aerospace (2011-Current)

Maintained and updated current fiscal year price list for customers and priced products per sales

history and current labor calculations. Collected, monitored, evaluated and maintained up-to-date

and accurate customer information, programs and records. Resolved customer questions, issues and

complaints. Coordinated the scheduling of all retrofit and new aircraft programs for multiple

accounts. Collaborated with management, planning, purchasing, shipping, and production to

organize client’s programs and on time deliveries. Routinely evaluated and identified problems and

areas for improvement. Recommended changes to existing methods to increase the accuracy,

efficiency and responsiveness of the customer service department. Generated and distributed daily

reports and order acknowledgments to appropriate customers and coworkers.

Marketing Manager, Pioneer Crossing (2010-2011)

Educated customers on game rules and daily, weekly, and monthly promotions. Increased volume

and loyalty to the casino by attracting new players and building one-on-one relationships with

guests. Paid out cash wins and served drinks. Involved in creating strategic marketing plans to

enhance customer satisfaction and boost customer loyalty.

Administrative assistant, Casey, Neilon & Associates (2009-2010)

Organized files, developed spreadsheets, faxed reports and scanned documents. Managed the day-

to-day calendar for my direct supervisor. Received and screened a high volume of internal and

external communications, including email, calls and mail. Involved in auditing Workers

Compensation claims.

Bill Collector, First National Credit Bureau, (2008-2009)

Maintained up-to-date records at all times with current logs of commutations and payments from

debtors. Received and processed credit, checking account payments and set up alternative payments

for past due accounts.

Activities Coordinator & Medical Technician, Merrill Gardens, (2006-2008)

Monitored, documented, and handed out medication per doctor prescriptions for 24 residents with

Alzheimer’s, Dementia and other terminal diseases. Worked in collaboration with doctors, nurses,

and other healthcare members to ensure proper care and mediations for residents. Completed

preventative measures and inspections for safeyt of all residents’ .Positioned patients for optimal

comfort while living at our facilty.Developed and maintained effective relationships through

effective and timely communication. Planned and developed resident activities revolving around

snacks, meals, live music, guests, family visits, and hospice.

Administrative Assistant, Community Association Management Company (2005-2006)

Managed the receptionist area, including greeting visitors and responding to telephone and in-

person requests for information. Drafted meeting agendas, supplied advance materials and executed

follow-up for meetings and team conferences. Updated association binders with associated by-laws,

rules, regulations, CCRs, etc.

Receptionist & Housekeeper, Mustang Motel and Lake Townsend Motel (2003-2005)

Greeted all guests in a courteous and professional manner, registering and issuing room keys.

Delivered requested items to guests’ rooms. Processed credit card transactions during the checkout

process. Referred guests to local restaurants and recommended attractions in the area. Kept office,

laundry room, and storage room clean, neat and orderly condition. Informed supervisor when

supplies were low. Cleaned rooms to the satisfaction of all guests.

Caseworker, Family Support Council (2002-2003)

Conducted crisis counseling and women’s group sessions each week for domestic violence and

sexual assault victims. Interviewed and assessed new clients and maintained accounts for current

clients. Selected and compiled relevant information and resources for clients to support them in

overcoming mental and emotional problems. Assessed and wrote plans and weekly progress notes

for each client assigned to caseload. Referred clients and family to outside support options to help

them cope during times of increased stress.

Team Leader & Assembler, Bentley Nevada (1998-2002)

Improved knowledge and productivity through continuous education and learning from

management and senior assemblers and trained coworkers. Interpreted prints, drawings and sketches

and in responsible for signing in and out Engineering drawings for a locked room. Proposed process

improvements to increase quality and efficiency. Set up and performed hand and automatic

assembly operations on components, sub-assemblies and assemblies. Assembled components with

hand and power tools. Assessed work for errors or compliance issues and made corrections and

modifications when necessary.

EDUCATION AND QUALITICATIONS

Masters of Business Administration, University of Phoenix (graduation in 2015)

Bachelors of Science in Business Management, University of Phoenix

Associates of Applied Science, Western Nevada College

Secretary, Executive Board Member, Boys and Girls Club of Mason Valley

Representative and Chairman, Board Member, Boys and Girls Club of Dayton

• Co-Event Coordinator for Dayton Valley Days

Board Member, Dayton Valley Chamber of Commerce, Dayton

• Co-Event Coordinator for Dayton Oodles of Noodles and Dayton Valley Golf Tournament

Medical Technician, Western Nevada College

CPR, Western Nevada College

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