Customer Service Administrative Assistant

REBECCA TAYLOR

**** ****** **. **, ***. *, Albuquerque, NM 87108 C: 505-***-****

******.********@*****.***

ACCOMPLISHMENTS

Recognized for Professionalism and set precedence for telephone etiquette throughout the ITT-Technical Institute

Infrastructure to build better communications between corporate and other facilities to maintain and increase student population in order to increase revenue.

Received award for Outstanding Performance for 2nd Quarter of 2015, ITT-Technical Institute for perfect attendance and attention to professionalism.

Developed and implemented a more efficient process for expediting seminar setup and document maintenance protocols for Kinesio Taping Association.

Customer Appreciation awards, Attendance and Adherence Awards, Consistent in Sales with Citibank and T-Mobile adding to increased revenue and customer satisfaction.

PROFESSIONAL SUMMARY

Highly organized and detail-oriented with more than 10 years experience supplying thorough, organized administrative support versed in coordinating management meetings, high-level conference calls, special events and travel arrangements. Continually maintains a positive attitude while interacting with demanding clients. Primary point of contact for both in-house and external phone and website queries. Technically-adept with knowledge of MS Office Suite, Excel and PowerPoint. Goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale.

SKILLS

45 WPM

10-key

Microsoft Office Suite

(Word, Excel, Outlook, PowerPoint)

Linux Software

Spreadsheet Management

Filing and Data Archiving

Appointment setting, Scheduling

Basic Accounting

Invoice Processing

Accurate and Detailed

Travel Administration

Conference Planning

Excellent Planner and Coordinator

Professional Phone Etiquette

Excellent Communication Skills

Customer Service-Oriented

Works well under pressure

Pleasant demeanor

WORK HISTORY

Marketing Secretary, 01/2015 to 07/2016

ITT-Technical Institute – Albuquerque, NM

Marketing ITT-Tech educational services to prospective and active students to increase student population and revenue.

Served as first contact and communicated directly with active and prospective students, administration, faculty and vendors in order to maintain open communication with all departments

Supported primary marketing staff, the Director of ITT-Technical Institute-Albuquerque, Director of Recruitment, the Chair's for the School of Nursing, the School of Electronics Technology, the School of Drafting and Design, the School of Information Technology, the School of Business Management, Career Services as wells as other Managers and departments to assist with the overflow of administrative tasks.

Maintain student's rights and privacy security by following procedures established by the Academic Affairs Family Educational Rights and Privacy Act of 1974.

Maintain telecommunication system.

Maintain campus security by complying with procedures, rules, and regulations.

Customer Service, Sales, 03/2014 to 01/2015

Dakota West Design – Albuquerque, NM

Planned and coordinated calling and email campaigns to acquire new business accounts and build relationships with existing and prospective customers in order to increase sales and overall revenue for company.

Served as first contact for new and existing customers, addressed customer inquiries, provided new and existing product information by mailing and emailing catalogs and addenda to prospective and existing customers.

Posted orders for new and existing customers using Linux Software.

Provided existing customers with Return Authorization for damaged items.

Maintained customer database and accounts.

Administrative Assistant, Customer Service, Receptionist, 11/2013 to 03/2014

Robert Half/OfficeTeam, – Albuquerque, NM

Variety of Positions utilizing acquired skills and abilities.

Serve as first contact for callers, customers and visitors.

Answered and quickly redirected up to 10+ calls at a time using multiple phone systems.

Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.

Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.

Maintained detailed expense reports and requests for capital expenditures.

Mail, bank deposits, service agreements, correspondence, minutes, memos and other documents.

Ordered and distributed office supplies while adhering to a fixed office budget.

Seminar Coordinator, 11/2010 to 11/2013

Kinesis Taping Association – Albuquerque, NM

Prepare contracts for Instructors and Facility Hosts.

Proof and advertise seminars with various publications to promote Kinesio Taping Seminars dates, locations, requirements and costs in order to increase revenue for company.

Process Attendee registrations.

Handle and process confidential information including credit card transacations.

Coordinated domestic travel arrangements, including booking airfare, hotel and transportation for Instructors.

Maintained detailed expense reports and requests for capital expenditures for quarterly and yearly budget.

Maintain and coordinate all communications between Instructor, Facility Host and Attendees.

Secure CEU accreditation for Physical Therapist's, Physical Therapist Assistant's and Doctor’s of Chiropractic Medicine, Occupational Therapist, Massage Therapist, Doctor’s of Oriental Medicine, RN’s, Navy Seals. Sports Trainers.

Prepare Verification of Attendance Forms and Certificates of Completion for Attendees to present to respective state boards for CEU approval.

Monitor shipping and delivery of Seminar Materials.

Attention to detail and organization.

Customer Service/Technical Support, 01/2004 to 01/2010

T-Mobile – Albuquerque, NM

Perform CPNI verification on customer account inquiries.

Answered an average of 60+ calls per day addressing customer inquiries.

Identify anomalies and modify troubleshooting approach to resolve problems

with all T-Mobile devices including Android and Apple based devices based on

symptoms presented.

Delivered difficult information in a timely and empathetic manner to while meeting required call handle times.

Ensured superior customer experience by addressing customer concerns regarding their accounts.

The ability to work under pressure with limited supervision in order to meet required metrics.

Adapt style and approach to match the customer.

Logical, consistent and deductive reasoning skills.

Retention and de-escalation skills.

Provide customers with product and service information in order to company revenue.

RELEVANT WORK EXPERIENCE

Customer Service/Inbound Collections, 09/2001 to 01/2004

CitiBank – Albuquerque, NM

Receptionist, Secretary, Administrative Assistant, 09/1997 to 09/2001

National Electric Supply – Albuquerque, NM

Assistant Manger, 04/1996-08/1997

Village Inn – Albuquerque, NM

Medical Secretary, 03/1994-04/1996

UNM Medical Dept at Bernalillo County Jail – Albuquerque, NM

Office/Sales Assistant, 02/1992-03/1994

Silver Fetish Company – Albuquerque, NM

Receptionist, 03/1990-10/1991

SAIC – Albuquerque, NM

EDUCATION

Non-degree: Creative Writing/Non Fiction Writing

University of New Mexico Continuing Education - Albuquerque, NM

Certificate: Real Estate

Dearborn Real Estate Institute - Albuquerque, NM

Certificate: Massage Therapy

Universal Therapeutic Massage - Albuquerque, NM

Certificates: Accounting Principals I&II, MS Word, Excel, Power Point, Business

Machines, 10key, Shorthand

TVI Adult Education dba Central NM Community College - Albuquerque, NM

Associate of Applied Science: Hotel/Restaurant Management

Del Mar College - Corpus Christi, Texas

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