Administrative Assistant Manager

I just wanted to say thank you for reviewing my resume. I also wanted to take a couple of minutes and give you a little information about my background.

I am a very quick learner. On four of my last five jobs, I was promoted within six months of hire due to my ability as a quick study. This included being promoted to a management position in three of my last four jobs.

I have eighteen years experience in the collection/computer industry working commercial, third party, and EBO accounts. During this time, I have worked in and / or with almost every department within the company including Accounting, Client Services, Help Desk, Sales, Letter Admin Department, Programming, Facilities, and many more. I have worked in the Receptionist position and in supervisory roles.

I have acted as Administrative Assistant to the location manager for NCO and the VP of Operations for Redline.

Previously, I worked at two different banks in which I handled payment processing, accounts payable, bank reconciliations, entering ACH’s, and handling research for customers and for the bank.

I am very experienced in working as a liaison between departments and feel that this would greatly benefit me in my abilities.

Once again, thank you for reviewing my information and I hope to hear from you soon.

Sincerely,

Pat Wagner

Summary

Versatile employee trained in call center production that thrives in dynamic, challenging, and fast paced professional environments. Assertive and enthusiastic. Extensive knowledge of file processing and an unsurpassed work ethic. Ambitious with more than ten years of management experience in the collections industry. Applies strong analytical and critical thinking skills to solve complex operational problems. Eighteen years in the Collection's industry working in and/or with almost every department in the industry.

Areas of Strength

Worked with Lotus Notes, SharePoint, SQL, DOS, WS_FTP Pro, PGP Encryption, 10 Key, Move-It, VPN, Bomgar, Auto-Pay, Enterprise, Active Directory, Microsoft Lync

PC literate in Microsoft Excel, Word, Outlook, Power Point, Access, Adobe, Text Pad

Analytical, Personable, Flexible, Dedicated

Experienced in Excel Reporting

Exposed to FACS and SQL applications

Worked with Latitude, ScoreNet, RMS, and You’ve Got Claims (YGC)

Multi-Site Operations and Liaison

Extensive CUBS and Windebt XL and Windebt SQL Apps

Proficient at reading file layouts and editing files

Experience with AS400, Remedy and Axiom Ticketing Systems, Active Directory, Employee ID Manager, Interaction Client

Accomplishments

I have experience in multiple office functions including Administrative Assistant and am very comfortable in an office setting.

I am very experienced in working as a liaison between departments and feel that this greatly benefits me in my abilities.

Promoted within six months of hire date on four of my last five jobs.

Promoted to management position on three of my last four jobs.

As EBO Manager for Equifax (now NCO) I discovered that a client was reversing payments with fee that the company had never received fee on. As a result of me working with the client and our sales department, the company was reimbursed for over $300,000.00.

Work Experience

Cox Enterprises

Sandy Springs, GA

2013 to 2015

Technical Support Specialist

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries over the phone.

Train computer users.

Maintain daily performance of computer systems.

Respond to email messages for customers seeking help in the Remedy Tracking system.

Ask questions to determine nature of problem.

Walk customer through problem-solving process.

Install, modify, and repair computer hardware and software.

Clean up computers.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Follow up with customers to ensure issue has been resolved.

Gain feedback from customers about computer usage.

Manage user names and password resets

Redline Recovery Services, LLC / ULQ-LLC, Inc

Alpharetta, GA

2006 to 2012

Operations Manager / Client Implementation Specialist

Handle Administrative, Clerical, and Receptionist duties.

Scheduled and coordinated appointments and made arrangements for meetings, conferences, and travel.

Screen telephone calls and resolve or refer them as appropriate.

Assisted in preparing routine letters for legal review.

Prepared memorandums, agendas, presentations, forms, etc.

Established and maintained official documents and records in appropriate files to ensure organization.

Typing, note taking, and managed daily mail to make certain that order was maintained within the office and that documents were accurate.

Maintained manager’s email and voicemail to maintain adequate and timely communication.

Worked with manager on budget reviews.

Work with branch offices, accounting, client services, and management on all issues regarding Windebt operating system and programming.

Report to executives updates on project plans and time lines.

Manage three FTE with day to day staffing needs including timesheets, developmental reviews, and terminations.

Manage operations of the Help Desk ticketing system.

Manage IT department for day to day file processing and operations for all inbound and outbound client files to prevent interruption of service to clients.

Process client files as needed.

Work with the programming department on setting up all new clients.

Work with clients as IT Client liaison on all programming set-ups and changes, including YGC, RMS, Latitude, and ScoreNet. This was for blue ribbon companies such as AT&T, AMEX, HSBC, Citi-Bank, Chase, Bank of America, Discover, and Columbia HCA.

NCO Financial Systems, Inc. (Formerly Risk Management Alternatives, Inc. / Equifax Risk Management Services)

Jacksonville, FL

1994 to 2006

Desktop Support Specialist / Administrative Assistant

Handle all IT and programming requests for branch of 220 employees (computers, phones, printers, faxes, networking, etc.), handle computer conversion for domain and program changes, new equipment installs, troubleshoot broken or problem equipment, maintain site inventory list, submit programming requests changes for office and clients, act as IT liaison for branch office.

Managed Client Services department with six employees and Accounting department with five employees.

Ordering of office supplies.

Process and forward bills for payment.

Handle report creations and changes to office reports and back-up for all daily reports from branch office to corporate.

Handle all issues with local vendors.

Managed EBO for University Medical Center in Jacksonville, FL.

Process daily outbound letter requests.

Handle wire terminations and phone cross connects, rewiring phone and data ports, handle phone extension and voice mail programming changes.

Handle all client needs for major clients:

Create and issue fraud packets, maintain fraud log, document, forward, and log all received fraud packets, document and forward all requests from consumers and collectors to client, document and distribute all responses from client.

Act as client contact for traditional clients with:

Sales office, payment processing, accounts receivables department, data entry department.

Handle Commercial and Third party collections.

Other miscellaneous reports and assistance as needed or requested.

Education

Manchester High School – Manchester, GA – High School Diploma 1981

Professional Development with numerous courses:

Equifax University

Collections Training

Customer Care Training

High Impact Leadership

Improving Management Skills

Sexual Harassment Training

Client Specific training with the following:

AT&T

AMEX

JP Morgan Chase

Discover

HSBC

Columbia HCA Hospitals

YGC

Worked with Lucent Technologies and Avaya on phone cross connects and PBX training

Computer training course in Lotus Notes 4.5, Outlook, and Access

Awards

Support Employee of the Year Award – 1997

Teamwork Award – 1998

Equifax Eagle Award – 1998

Technical Support Award – 2000

Shining Star Award – 2004

RMA IT Go for the Gold Award – 2005

Customer Satisfaction Award - 2013

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