Customer Service Assistant

Susan Thomas

Cell: 360-***-**** e-mail:***********.***@*****.*** Online: www.linkedin.com/in/thomassusana

DoB: 13 December 1974 USCIS No.: 062-803-315 Valid WA driver’s licence

CORE STRENGTHS

Career Executive Assistant with a proven track record gained from more than 20 years of secretarial experience (15 of those in senior roles), operating in both one-on –one reporting relationships as well as team support.

Possesses a highly developed and broad complement of technical expertise and experience

Aptitude for written and oral communication – incl. correspondence, report and presentation drafting

Exceptional interpersonal skills; fosters internal and external client relationships easily

Strong customer service focus - projects a professional, gracious and friendly demeanour

Remains calm under pressure and defaults to problem-solving and critical thinking in a crisis

Enjoys working in a team and responds well to direction, but is equally able to operate autonomously

Well able to exercise independent judgment as needed, multi-task and prioritize competing demands

TECHNOLOGY SNAPSHOT

Typing Speed – 75+ wpm, 96% accuracy

Advanced MS Word, Excel & PowerPoint, Outlook, Visio

Familiarity with various online meeting platforms such as Webex, Skype for business and Sharepoint

Have used a variety of software programs including Concur Expense, Apple iOS systems,

CMS, Interwoven Filesite, Deltaview, Bighand Digital Dictation, Microsoft Access.

Fast learner and able to quickly assimilate and adapt to new systems and technolgies as needed.

PROFESSIONAL EXPERIENCE

Employer: CANNERY ROW COMPANY, Monterey CA (Apr 2013 – July 2015)

Position: Executive Assistant to Chairman/CEO

Responsibilities: Managing the daily operations of the Executive Office, providing high level confidential secretarial support to the Chairman/CEO. Organization of the CEO’s schedule, and performing all duties and responsibilities in a timely manner with exceptional attention to detail. Representing the CEO office with courteous professionalism, in a manner that promotes goodwill and the image and reputation of the CEO and the company as a whole.

- Extensive diary/schedule management

- Intensive domestic and international travel co-ordination

- Keeping the CEO organized and on time at all times, involving extensive forward planning of obligations and responsibilities

- Managing incoming and outgoing phone communications and correspondence; drafting as necessary

- "Gate-keeper" duties, acting as liaison with the CEO's direct reports, external corporate heads, community leaders and VIPs

- Ensuring a high level of care and service is provided to visiting VIPs

- Event planning and board meeting preparations

- Providing any and all support required by the CEO, including technical support

- Liaising with the company management team, business partners, industry colleagues and members of the community

- Acquired understanding of hospitality & tourism industry (restaurants, hotels) and commercial real estate operations

Employer: QR NATIONAL (NOW AURIZON), Brisbane Australia (Sept 2010 - Sept 2011)

Position: Executive Assistant to EVP & CEO Coal Customers & Strategy

Responsibilities: Providing a high level of confidential executive support, research and decision support; facilitating the effective and efficient operation of the EVP and CEO Coal Customers and Strategy Office.

-Delivering a high standard of customer service when dealing with all executives, staff industry, customers and members of the public.

Providing timely, effective diary management by prioritizing and organizing meetings with key stakeholders in consultation with the EVP.

-Collecting and disseminating information in a timely and accurate manner on behalf of the EVP, on matters relating to the business group activities ensuring the highest level of confidentiality.

-Co-ordinating conference, travel and accommodation arrangements, ensuring compliance with relevant policy and practice.

-Providing a full range of administrative and executive support services.

Employer: QR NATIONAL (NOW AURIZON), Brisbane Australia (May 2009 – Sept 2010)

Position: Personal Assistant to Recruitment Centre Manager

Responsibilities: Providing a high level of confidential support including:

-Liaising with internal and external clients, including Executives, Management, candidates, industry partners and representatives at all levels of the business to ensure the smooth and effective management of the Recruitment Centre as a whole.

-Schedule management, intensive meeting and interview co-ordination.

-Co-ordinating travel arrangements both for the Recruitment Manager and executive level job candidates.

-Preparing correspondence, reports and presentations on behalf of the Recruitment Manager.

-Providing a high level of customer service to incoming executive level candidates from initial interview to co-ordination of relocation arrangements.

-Managing effective work flow across the Recruitment Centre to ensure that documentation including reports, briefing notes, submissions and items of correspondence are followed up.

-Undertaking research, investigations and executive liaison on behalf of the Recruitment Centre Manager to ensure timely responses are developed or action taken by the Recruitment Centre on specific issues.

Employer: CLAYTON UTZ LAWYERS, Brisbane Australia (June 2005 – Mar 2009)

Position: Full-Time PA/Legal Secretary

Responsibilities: Personal Assistant to Partner, and supporting a team of 3 lawyers

- Managing communications for Partner and team members.

- Organising schedule and travel arrangements for Partner

- Scheduling meetings and functions with clients/counsel as well as arranging attendance at conferences and other speaking engagements

- Typing, dictation transcription, preparing correspondence, advices, briefs etc.

- Attending to all aspects of file management

- Administering accounting and billing matters for Partner's practice including extracting financial reports, preparing and editing pre-bills, client reporting and resolution of billing issues

- Processing expense reconciliations and credit card reimbursements

Employer: LEGAL EAGLES, Brisbane Australia (Feb 2005 - June 2005)

Temp Assignment: Supreme Court of Queensland

Position: Secretary to The Honorable Justice Philip McMurdo

& The Honorable Justice Margaret Wilson

Responsibilities: General secretarial duties, requiring a high level of discretion as well as understanding of court protocol and procedures.

Employer: BUCKWORTH KEADY LAWYERS, NSW (Jan 2003 - Nov 2004)

Position: Full-Time Senior Legal Secretary

Responsibilities: - Senior assistant to firm Principal

- Dictation/transcription

- Schedule management & attending to travel arrangements

- Scheduling and co-ordinating meetings with clients/ counsel

- Preparing and filing of briefs and court documents

- Prioritise, prepare and action incoming/outgoing correspondence

- File management

- Billing/file time costing

- Taking affidavits & statements

- Internet precedent research

- Training & supervision of junior clerical staff

- Client liaison / customer care

- Fielding telephone enquiries, filing, IT systems maintenance

- Implementation of new dictation/voice recognition software

Employer: MACQUARIE BANK LIMITED, Sydney Australia

Position: Full-Time Executive Assistant (July 2000 – Dec 2002)

Responsibilities: - Supporting Property Investment Mgt. Division Heads

(Executive Directors) & Macquarie Office Trust team

- Schedule management & making domestic & international travel arrangements

- Organising meetings and functions

- Scheduling and co-ordinating Board meetings & AGMs

- Preparing Board & investor presentations and reports

- Prioritise and prepare incoming/outgoing correspondence

- Fielding enquiries from institutional investors & private shareholders

- Co-ordinate investor property tours

- Preparing invoice payment vouchers and expense re-imbursements

- Answering telephones other administrative duties as required.

Employer: PLA MANAGEMENT GROUP

Position/s: Full-Time Personal Assistant (Oct 1998 – July 2000)

Full-Time Receptionist/Secretary (July 1997 – Oct 1998)

Employer: RECALL TOTAL INFORMATION MANAGEMENT

Position: Full-Time Customer Service Officer (Oct 1995 – June 1997

Employer: AUSTRAL BRICKS AUSTRALIA PTY LTD

Position: Full-time Receptionist/Secretary (Mar 1995 – Oct 1995)

Employer: FACULTY OF EDUCATION, NURSING AND PROFESSIONAL STUDIES

UNIVERSITY OF NEW ENGLAND

Position: Casual Administrative Assistant (Dec 1994 – Mar 1995)

Employer: ROD GRIEVE’S GENERAL AND LIFE INSURANCE BROKERS

Position: Part-time Office Clerk (1991 – 1992)

EDUCATION & TRAINING

New England Institute of Technical and Further Education (TAFE) 1994

Advanced Diploma in Office Administration

Skillmaster Computer Learning Centre 2000

PC Management Club - Advanced Microsoft Office Suite training

NSW Law Society 2004

Conveyancing Course

Brambles Australasia Limited Nov 1996

Customer Service Course

Australian Christian Academy 1992

High School Graduate 94.6% grade avg

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