Customer Service Administrative Assistant

Brittany Dillon

**** *. ******** ****** • Chicago, IL 60637 • 773-***-**** • **************@*****.***

Accomplishments:

Mentor with the Spark Program at Namaste Charter School

Communications Lead with Business Resource Group at Deloitte LP

Certified trainer for “Southwest Airlines Customer Service Agents”

Currently in pursuit of Microsoft Office Specialist Certification

Skills:

Proficient in Microsoft Excel, Outlook, Power Point and Adobe Acrobat Xl

Advanced knowledge of hospitality and airline reservation systems

Highly detail oriented

Recognizes the urgency of deadlines and prioritizing

State of Illinois Notary Public

Education:

Chicago State University

2003-2006

Westlake H.S.

Atlanta, GA 1999-2003

References available upon request

Summary: Administrative services professional seeking leadership support role. Nine years of experience in demanding client services and hospitality environment. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Delivers positive experiences through highly-detailed customer care.

Experience:

January 2015 - Present Miller Cooper & Co., Ltd Chicago, IL

Administrative Coordinator

Provide administrative support to Tax Principal/Partner

Manage partner calendar

Analyze data through through Excel coupled with internal software

Liaison between staff and managers to schedule return preparation

Manage and update staff schedules to ensure productivity and balance

Arrange domestic travel, car service and lodging

Plan, book and facilitate meetings

Coordinate annual personnel review and evaluation process

May 2013 - December 2014 Deloitte LP Chicago, IL

Administrative Assistant/Receptionist

Created invoices for client billing

Processed tax documents via certified mail

Prepared correspondence, presentations and billing reports

Coordinated calendars for travel arrangements and directions

Drafted engagement letters

Coordinated printing of meeting materials

Developed receptionist training manual

Answered high volume of incoming calls

Responsible for catering orders

Maintained a ledger of all partner-client meetings

Scanned large tax files to PDF

Visa retention for travel abroad

Submitted Journal entries

September 2007 - May 2013 Marriott International Chicago, IL

Receptionist/ Guest Services Assistant

Processed guest check-in at reception desk

Processed guest check outs including resolving disputed charges

Recorded and addressed guest issues

Reviewed reports to verify accuracy of guest accounts

Responsible for Night Auditor and administrative tasks

Coordinated guest pre-arrival planning

Advanced knowledge of PMS and MARSHA systems

Trained new hires

Answered a high volume of incoming calls

Ordered office and gift shop supplies

Applied changes to guest accounts and profiles

Handled cash, credit, check, gift certificate and gift card transactions

Assisted guests with maps and directions to restaurants, stores and events

Booked reservations and provided recommendations

August 2005 - September 2007 Southwest Airlines Chicago, IL

Customer Service Agent

Assisted passengers with flight check-in

Sent out deliveries, faxes and company mail

Assisted unaccompanied minors to departure gates

Reconciled flight manifest

Handle large cash and credit transactions

Addressed passenger complaints

Filed reports for delayed, damaged or missing baggage

Equipped to overcome irregular flight operations ( delays and cancellations)

Solicited passengers to volunteer their seat on oversold flights

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