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Customer Service Administrative Assistant

Location:
Cave Creek, AZ
Posted:
June 23, 2015

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Resume:

Summary:

Over * years administrative experience including executive support, project coordination, administrative / technical support, office management, marketing sales support and automotive production support.

19 plus years and customer service experience including retail and financial services (collections, call center, and credit union member services) and dual IT telecommunications management experience (technical writing, requirements preparation, analysis, computer support, testing and training).

Education:

Harding University, Searcy Arkansas

Bachelor of Arts-Mathematics

Professional Experience:

American Express – Scottsdale, Arizona Sep 2013 -- Present

Administrative Assistant / Project Coordinator

Provide extensive administrative support and technical analysis to multiple directors and engineering teams in the IS Security organization.

This includes project organization/tracking, financial updates, SharePoint documentation responsibilities, personnel resource management, help desk assistance, presentation preparation and equipment order processing.

Member of a team that successfully piloted and implemented soft token VPN project for all contractors at American Express. Also, responsible for management of meetings, calendar, in-box, travel and approvals for security director. Special skills include: excellent analytic and problem solving expertise, advanced written and oral communications skills, expertise with Microsoft Excel, Word, PowerPoint, Outlook and SharePoint.

Vanguard Group, Inc. – Scottsdale, Arizona Jul 2013 to Sep 2013

Financial Processor

Processed client financial and clerical transactions for Retail Services at the Vanguard Group.

Spent 90-95% of the time analyzing / completing client transactions online that were sent by mail from the client. And, expended remainder of time interacting with customers by phone researching and clarifying requests.

Ryder Systems – Phoenix, Arizona Feb 2013 to Jul 2013

Senior Administrative Coordinator

Supported multiple branches on obtaining new licenses and permits for the operation of commercial vehicles.

Interacted with internal and external customers to answer questions regarding the status of the licenses and permits of vehicles.

Worked with governmental agencies to process required permits.

Processed renewals of licenses/permits for approximately 3000 vehicles performed accounting functions using AS 400 systems and provided administrative support utilizing complete suite of Microsoft Office software.

Aon Integramark – Alpharetta, Georgia Oct 2011 to Feb 2013

Quality Coach / Administrative Support

Created QA complex test cases and thoroughly tested new internal benefit approval websites to assure client quality is met or exceeded.

Developed and updated procedures documentation for a variety of technical processes involved in the quality assurance of client customer records and benefits.

Reviewed and approved customer daily and weekly accounts payable benefits on a variety of websites and review customer letters to meet or exceed client deadlines and expectations.

Logged and analyzed benefit analyst errors and shared results with supervisory personnel. Prepared, balanced and distributed weekly financial reports to upper management. Responsible for QA updates on shared drive.

Wells Fargo Bank- Flynn Crossing Branch – Alpharetta, Georgia Feb 2011 to May 2011

Customer Services Professional

Provided superior customer service to Wells Fargo customers.

Exceeded client expectations with quick and efficient transaction processing and provided solutions to help them succeed financially.

Handled stressful situations with professionalism. During first quarter at Wells Fargo bank, ranked second in the region in achieving sales goals.

American Honda Finance Corporation – Alpharetta, Georgia Jun 2009 to Feb 2011

Customer Accounts Representative/Trainer

Phone contact and customer research in a fast-paced call center environment including experience in three separate groups including Recovery, Early Collections and Mid/Late collections.

Utilized math and customer service expertise in analyzing customer accounts receivables and resolving delinquencies.

Developed, implemented, and delivered new early collections training program for new associates. Managed 100-130 leased vehicle accounts in mid/late collections group.

Jigsaw Meeting LLC – Alpharetta, Georgia

Director of Customer Services Training and Support/Technical Writer

(April 2009 to June 2009 full time; June 2009 to April 2010 part time technical writer)

Responsible for creating FAQ’s, User Manuals, Training Materials, training new customers, working with technical team, and handling the technical customer service calls for the Jigsaw Meeting application. Directed QA testing efforts for the Jigsaw Meeting website and reported defects for resolution. Managed and maintained appropriate records, communicated activities and documented technical requirements. Brought in new online customers.

Toyota Motor Manufacturing Texas – San Antonio, TX May 2006 to Apr 2009

Administrative Assistant Staff

Provided technical and administrative support for two department managers and over 300 team members in a fast paced production environment.

Support included accounting (accounts payables), PeopleSoft budget/inventory functions, database management, spreadsheet / graphics / presentation creation and updates, checkbook control, supply management, and expense report/travel administration.

Managed paint coverall program and database for Texas Plant.

W.G. Yates & Sons Construction Company – San Antonio, TX Jan 2003-May 2006

Office Manager / Marketing Proposal Manager

Provided technical/administrative support for Vice President and also Chief Estimator of Texas Division.

Developed Competitive Bid responses to Requests for Proposals (RFPs) for the Texas Division Construction office.

Designed and prepared marketing sales material and presentations for potential clients and organized representation and participated in local tradeshows.

Supervised office personnel and office functions in the San Antonio office of the Texas Division.

Trained new clerical personnel on phone system, accounting, supply and filing duties. Utilized technical writing/analytical skills in developing complex proposals for commercial construction bids. Developed nine successful proposals where Yates was awarded the construction contract. These contracts ranged in value from $2.6 million to $67.7 million.

Responsible for updating AIA documents for the San Antonio Division office.

Implemented Bid Fax (auto dial) system. Managed frequent updates and transmissions for each construction bid. Documented and trained new office personnel on its use. Involved in analysis, selection, and conversion implementation of new system to replace Bid Fax.

Created marketing contact database / report for Vice President and marketing staff.

Demonstrated ability to work well under pressure to meet dual responsibilities of construction proposal deadlines and daily office management demands.

The Disney Store – Phoenix, AZ

Cast Member (Phoenix, AZ – April 2013 to present; Atlanta, GA -- May 2009 to April 2013

San Antonio, TX -- December 2002 to April 2009, April 1997 to August 1999; St. Louis, MO -- April 1989 to August 1996)

Provide quality guest service; contribute expanded product knowledge, and initiate efficient Point-of-Sale procedures to exceed guest expectations at the Disney Store for over 19 years. Responsibilities include training of new cast members on cash handling and store operations.

Winner of Teamwork award and District Trivia and video competition awards in St. Louis, MO.

Winner of Video Sales awards in San Antonio, TX, Atlanta, GA and Phoenix, AZ.

Winner of Disney Difference Customer Service award in Atlanta, GA in 2011.



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