Customer Service Administrative Assistant

CRYSTAL GARNES

**** ********** ******* ***** ***** Winchester, OH 43110 614-***-**** *****************@*****.***

SUMMARY

To utilize my administrative, educational background and personal experience gained to operate in an efficient manner; progress in leadership and become a valuable asset to a forward-thinking civic, corporate, or non-profit entity.

EDUCATION

January 2011 Primerica Life Insurance Company

Life and Variable Annuity Pre-Licensing Course (PL 2-14)

University of Phoenix - July 2013 to Present

Associate of Arts Degree in Human Services Management

Digital Works - Columbus, OH

Certified Customer Service Professional

Relevant Coursework:

̵Telephone Etiquette

̵Email Etiquette

̵The Service Mentality

̵Listening Skills

̵From Curt to Courteous

̵Essential Telephone Skills

̵Six Steps to Service Recovery

̵Influencing the Interaction

̵How to Handle the Irate Customer

̵Maintaining Customer Relationships

̵Selling Skills A-Z

̵Questioning Techniques

̵Five Forbidden Phrases

̵Six Cardinal Rules of Customer Service

Skills:

̵Typing: 60 wpm; Data Entry – 11, 000 kph

̵Software: Microsoft Office 2010/Microsoft 365, Adobe, Quickbooks

̵Operating Systems: Windows 7/8

̵Internet Browsers: Internet Explorer, Mozilla Firefox, Google, Bing

̵Email: Outlook 2013, AT&T, G-Mail

̵Database: TOS (Transit Office System)

̵Communications Platform: Citrix

EMPLOYMENT HISTORY

Dawson Careers: Dublin, OH –Contractor 3/2015 – present

Export Processor – Ashland Chemical

-Prepare International Sales and Purchase Orders (Export) using SAP, Transportation Management, ECS and Kewill Systems. Knowledge of Incoterms 2010; International Trade Regulations, Transaction Screenings; freight calculations; prepare all documentation and record entries necessary for ground, ocean and air shipments. (Bill of Ladings, Invoices, Packaging Lists, Service Instruction Letters, etc.)

Customer Service Representative- Garden City Group

-Answered incoming calls for large Legal Administration Services Firm in the FAQ department. Provided information to new claimants regarding the Deepwater Horizon Settlement; reviewed status of pending claims; updated customer profiles; generated new claims packages and notices at customers request; provided website navigation assistance; answered required documentation and eligibility questions and scheduled appointments for follow-up calls and call transcriptions.

Independent Contractor: Hollywood, FL – Virtual Executive Administrative Assistant 10/2006 – 12/2014

̵Provided support and other specialized services to entrepreneurs, executives and other individuals in need of administrative support, communicating via email and phone.

̵Prepared documentation for insurance policy transactions, fixed-dollar or variable annuity contracts, endowment benefits, accidental death or dismemberment benefits, disability benefits and optional modes of settlement of proceeds of life insurance. Scheduled appointments for renewals and reinstatements, and maintained electronic policy records.

̵Assisted in the creation of marketing and training materials for independent distributors of well-known companies such as Scentsy, Ardyss International and Mary Kay. Scheduled personal consultations and home parties; flight, hotel and travel

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EMPLOYMENT HISTORY (cont’d)

arrangements, assisted in the coordination of special events, maintained electronic customer invoices and profiles; contact customer service to place orders, shipping and receiving issues and research customer complaints.

̵Provided administrative support for legislative assistants in addressing constituent issues via communications with local government agencies, draft house bills and prepare proposals for house session; Prepared financial and statistical monthly/annual reports, monthly bills, travel itineraries, maintain schedules for appointments, transcribe meeting minutes, schedule conferences and events; Prepared memos, letters, incoming/outgoing correspondence, filing, mail, ordered supplies and performed other responsibilities as required via electronic communications.

Tri-State Employment: Miami, FL - Administrative Assistant/Office Support Specialist II 10/ 2001 – 9/2006

Office Support Specialist II – (Miami Dade Clerk of Courts – Probate Division)

– Assisted Probate Attorneys in retrieving archive files and documents for probate and family related cases. Provided service to public for assistance with wills, estates and trust accounts.

Administrative Assistant to Chief of Rail Operations – (Miami Dade Transit)

– Prepared Train Operators, Rail Supervisors and Rail Yard Masters in the daily operations of the Lehman Center Yard and

Mainline. Prepared statistical reports, PARS (employee payroll), performance evaluations, and disciplinary action reports, incident reports, incoming/outgoing correspondence, transcribe meeting minutes, daily Track Allocation; process purchase orders/invoices for train operator equipment; order and stock new employee training materials and supplies and other duties as required.

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