Customer Service Management
Resume:
Kathryn Doctor
San Antonio, Texas 78228
Cell: 210-***-****
acqpoz@r.postjobfree.com
Dear West:
Please accept the enclosed resume as an expression of my interest in the Operations Support Specialist position currently available:
My areas of Expertise are as follows but not limited to:
Expert in Customer Service and at performing secretarial and administrative support members of Executive Management as well as ensuring day-to-day activities are coordinated and Executive Management members are prepared for responsibilities.
While at Citicorp: Experience in providing support to teams of employees, monitoring team call statistics, providing feedback to individuals for call improvement, monitoring employee attendance
Strong proficiency in MS Office Suite: Word, PowerPoint and Excel and experienced in high volume calendar and messaging management using Microsoft Outlook. Past experience with Pivot Tables and MS Visio.
Clear and effective verbal and written communication skills, including strong spelling and grammatical skills.
Front Office Management/Supervision/Typing 60 WPM/Scheduling/Appointment Setting/Report Writing/Professional Correspondence/Polished Customer Service Skills
Excellent driving record
My professional/personal references below will testify as to my character as a well-respected and upstanding, hardworking individual who can be counted on to "get the job done". I take pride in my work and derive considerable satisfaction from successfully providing continued, streamlined support to clients and Executive management. While I am capable to handle multiple tasks while consistently maintaining a positive attitude I also possess quick learning qualities. In addition I possess polished customer service skills as well as superior support to upper management. Undoubtedly my 20+ years of experience will enable me to fulfill your expectations above and beyond.
As you will notice on my Resume, I do not show work experience for the period of December of 2007 through November of 2008. During this time I was living in Italy and was teaching English at a local school.
I would welcome an interview at your earliest convenience. Thank you in advance for your time and consideration. I am certain that I will be an effective and contributing member to this department. I look forward to speaking with you further.
Respectfully,
Kathryn Doctor
Reference
Years Known
Armando Borbon
VP of Operations
Medical Interest, Inc.
professional
6
acqpoz@r.postjobfree.com
Kathy Merkle
Pension Administrator
Folbre & Assoc.
professional
11
acqpoz@r.postjobfree.com
Promise Bryant
Corporate Account Executive
Qualtex Laboratories
professional
4
acqpoz@r.postjobfree.com
Jenny Cortez
Full Time Student
Incarnate Word Univ
professional
6
acqpoz@r.postjobfree.com
Michelle King
Fixed Sites Operations Supervisor
BioBridge Global
professional
8
acqpoz@r.postjobfree.com
Cris Rodriguez
Store Manager
AT&T/Crickett Communications
personal
14
acqpoz@r.postjobfree.com
Della Reyes
Facilities Management
UTSA
personal
11
acqpoz@r.postjobfree.com
Kathryn Doctor *Skilled user of technology. Proficient in Microsoft Office Suite/Outlook/Adobe
5114 Ivanhoe St. *Detail-oriented “multi-tasker”. Able to balance competing priorities and tight
San Antonio, TX 78228 deadlines. Known for quality, timely completions of projects.
Cell: 210-***-**** *Effective Communicator. Polished telephone, interpersonal and writing skills.
acqpoz@r.postjobfree.com Energetic, patient and diplomatic. Type 60wpm
EXPERIENCE
BioBridge Global (formally STBTC)/Qualtex Laboratories – 6211 IH 10 W, San Antonio, TX
Customer Operations Administrative Process Specialist, 10/15/10- Present
Coordinating activities and information flow for Executive Members of management. Streamlined customer service between the needs of business and our clients. Reviewing data content and presentation method for accuracy and compliance with SOP’s for management as well as clients. Prioritize and organize work for Executive members of management to meet deadlines on multiple tasks. Prepare and update presentations, reports and spreadsheets for Executive members of management and assigned areas as well as clients. Per the needs of executive management, compose e-mails, letters and memorandums. Constant maintaining of filing system for key documents. Manage Executive member of management schedule and provides administrative support to alternate management as well as clients. Routes department calls and e-mail to appropriate staff members as well as preparing correspondence and reports for support management. Ensure data to and from Executive management is treated with appropriate level of confidentiality and diplomacy. Assisting and spear-heading in various types of departmental projects, including company-wide initiatives. Specializing in handling client accounts. Evaluating processes w/recommendations for operational efficiencies. Evaluating blood sample results/reports in an accurate and timely manner; recognizing and resolving unusual results. Assisting in developing, planning, and conducting process enhancements. Utilizing effective written and oral communication skills as well as interpersonal skills and interfacing with clients in a positive and effective manner.
West At Home Corporation – 11808 Miracle Hills Drive, Omaha, NE 68154
Customer Service Associate, 06/15/13- Present
Answering phones to respond to orders, general customer inquires, invoice questions, and customer complaints. Projecting a professional company image through phone interaction. Responding to customer requests while selling products and placing customer orders. Providing customers with products and service information and upselling products and services. Transfering customer calls to appropriate staff and Identifing, researching, and resolving customer issues using the computer system.
BioBridge Global (formally STBTC)– 6211 IH 10 W, San Antonio, TX
Staff Coordinator Mobile Units- Donor Services, 12/15/08 –10/15/10 (transfer to Qualtex side of business)
Responsible for preparing, coordinating and assigning schedules for mobile technicians/blood-drives and maintaining appropriate staffing levels on a 24 hour basis according to administrative requirements. Providing positive and pleasurable customer services between outside clients and our staff. Maintaining schedules by revising and updating them as necessary depending on circumstances. Coordinating services with other departments. In charge of completing Interim Reports for upper management tallying a daily tally of all blood units received and calculating various percentages of business. Various other administrative and clerical duties.
Folbre & Assoc., Pension and Retirement Benefit Plans – San Antonio, TX
Executive Administrative Assistant/Pension Administrator, 11/03/03 – 11/30/07
Coordinating activities and information flow for Executive Members of management. Providing above and beyond customer service to clients and trustees. Reviewing data content and presentation method for accuracy and compliance with SOP’s for management as well as clients. Prioritize and organize work for Executive members of management to meet deadlines on multiple tasks. Prepare and update presentations, reports and spreadsheets for Executive members of management and assigned areas as well as clients. Per the needs of executive management, compose e-mails, letters and memorandums. Constant maintaining of filing system for key documents. Manage Executive member of management schedule and provides administrative support to alternate management as well as clients. Routes department calls and e-mail to appropriate staff members as well as preparing correspondence and reports for support management. Ensure data to and from Executive management is treated with appropriate level of confidentiality and diplomacy. Assisting and spear-heading in various types of departmental projects, including company-wide initiatives. Specializing in handling client accounts. Evaluating processes w/recommendations for operational efficiencies. Evaluating blood sample results/reports in an accurate and timely manner; recognizing and resolving unusual results. Assisting in developing, planning, and conducting process enhancements. Utilizing effective written and oral communication skills as well as interpersonal skills and interfacing with clients in a positive and effective manner. Providing administrative and clerical duties in highly visible support role by administering over 30 Retirement Plans by using a variety of office equipment and computer software. Providing Administrative Support to the owner/President of the company by scheduling flight reservations, maintaining his appointments and calendar, drafting Memorandums and handling business and personal projects as well as planning special events. Maintaining close and efficient business relationships with Trustee’s and main contacts.
Citicorp – 100 Citibank Dr, San Antonio, TX
Administrative Supervisory Senior Associate, 01/19/98-09/30/03
Providing streamlined excelled customer service to irate clients as a means of resolving client issues and creating a positive rapport. Coordinating activities and information flow for Executive Members of management. Reviewing data content and presentation method for accuracy and compliance with SOP’s for management as well as clients. Prioritize and organize work for Executive members of management to meet deadlines on multiple tasks. Prepare and update presentations, reports and spreadsheets for Executive members of management and assigned areas as well as clients. Per the needs of executive management, compose e-mails, letters and memorandums. Constant maintaining of filing system for key documents. Manage Executive member of management schedule and provides administrative support to alternate management as well as clients. Routes department calls and e-mail to appropriate staff members as well as preparing correspondence and reports for support management. Ensure data to and from Executive management is treated with appropriate level of confidentiality and diplomacy. Office supervision of a team of 22 full-time financial associates and support activities for the team leader and fellow associates. Assist to oversee associate scheduling, processing client paperwork and regular rapport preparation of business spreadsheets contributing to the needs of the business. Interact daily with management, financial associates and clients. Providing Administrative support to various department managers by handling their business calendars, appointments and scheduling and travel arrangements. Accompanied management on business trips to oversee and assist in training of newly developed Citicorp call centers. Responsible for ordering & distribution of supplies & equipment related to the business.
Volunteer Work
For the past five years, I have volunteered for Owl Radio. Owl Radio is a free community service of the Low Vision Resource Center and is co-sponsored by Texas Public Radio and the San Antonio Express-News. The service provides daily radio broadcasts of newspapers, magazines and other information for persons who are unable to read regular print due to a visual, physical or reading impairment. I host a 30 minute show each week played twice on Saturdays. I also am an alternate for live broadcasts when needed.
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