Customer Service Administrative Assistant
Resume:
Donna Laorenza-Poole
Chester, NH *3036
603-***-**** *.*********@*****.***
Summary of
Qualifications
Results oriented professional willing to take ownership of projects
Effective communicator at all levels of the organization - in writing and in person
Detail-oriented with strong problem-solving, math and time management skills
Handle matters with integrity and confidentiality
Effectively motivate team to achieve objectives
Energetic, trustworthy, ethical, confident
Computer savvy – Advanced Excel, Quickbooks and Word
Accomplishments
Member of team that developed custom software for:
Point of sale system
Accounts receivable
Inventory
Sales reports
Increased business every year by 8%
Excellent customer service and satisfaction rates
Average retention of customer service representatives -10 years
Successfully directed team through acquisition process
Work
Experience
Safelite/Giant Glass Company – N. Andover, MA Jan 2013 – Nov 2015
Manager - Customer Service & Call Center
Led and managed a team of 12 to 20 customer
service advocates (CSAs)
Prioritized, assigned and monitored staff workload
Performed yearly performance evaluations
Resolved customer service and client issues
Trained CSAs on new software and procedures
Administrative Assistant/Office Manager Jan 2013 – Aug 2015
A/R – processed $1,200,000 monthly
A/P – processed up to $750,000 monthly
Weekly & monthly sales reporting
Performed inventory control
Weekly payroll – Kronos
Monthly bank reconciliation
Giant Glass Company – N. Andover, MA April 2002 – Dec 2012
Executive Administrative Assistant/Office Manager
Prioritized, assigned and monitored daily
tasks of six (6) support staff
Weekly payroll – Paychex
Resume of Donna Laorenza
Page 2
Compiled all sales and financial reports for President
Planned company parties and events
Administrative Assistant Sept 1988 – Dec 2012
Accounts receivable/accounts payable
Coordinated weekly and monthly sales reporting
Daily bank deposits
Insurance billing
Customer Service Advocate Sept 1983 – Dec 2012
Scheduled customer appointments
Verified and processed insurance claims
Resolved all customer and client problems
Inventory control
Courses
Northern Essex Community College – Feb 2013
Excel 1 & 2
Northern Essex Community College – Feb 2013
Quickbooks 1 & 2
Certificates
National Career Readiness (ACT)
Adult Learning Center – Nashua, NH February 2016
Assessment in Math, Reading and Problem Solving
WorkReady NH
Adult Learning Center – Nashua, NH February 2016
Workshops in Professional Development and
Communication (60 Hours)
Contact this candidate