Administrative Assistant Customer Service

Rebecca Mariano

Administrative Assistant

Arlington, WA

*******.*******@*******.*** - 425-***-****

To obtain employment with a company in North Snohomish County that will utilize the skills I have developed through education and work experience as well as provide opportunity for professional growth. Authorized to work in the US for any employer

WORK EXPERIENCE

Project Coordinator

Electric Mirror - Everett, WA - April 2014 to Present Responsibilities

Project management of all projects (customer’s orders) assigned in a manufacturing environment. Communicate with all internal departments involved in the project tasks and milestones to ensure timely conclusion (customer product fulfillment) by using Epicor and the SalesForce.com. Oversee and document the status and stage of the projects in SalesForce.com checklist. Responsible for timely order shipment. Has some responsibility and impact on revenue (product shipment) and cash flow (collection efforts on invoices). Communicate handoff of invoice collections with Finance on customers with terms. Order entry of projects into the Epicor Enterprise Resource Planning system. Work with the Account Manager to update projects and schedules. Work closely with; Inside Sales, Account Executive and Customer Service to ensure customer satisfaction. Answer phones and follow up on customer requests or direct them to the appropriate associate for disposition. Setup and maintain customer data in Epicor & SalesForce.com. Monitor scheduled shipment dates to ensure timely delivery. Work with customer service to perform after-sale support and complaint resolution with the customers. Manage time effectively, meet personal goals and work effectively with other members of the sales team. Present a professional image to the customers and vendors over the phone. Accomplishments

In this position, I learned how to work in a manufacturing environment, communicate with variety of departments to ensure everyone is understanding the time requirements of this order and learn how to anticipate what challenges might present itself and how to trouble shoot ahead of time. Also, learned how to politely communicate deadlines and setbacks with customer.

Skills Used

Must be very organized and detailed oriented. Able to handle a high volume of tasks and deliverables. Outstanding verbal and written communication skills. Proficient in Epicor, SalesForce.com, Microsoft Outlook, Excel and Word. Excellent customer service skills. Team player, self-motivated, positive disposition, and problem-solver.

Administrative Assistant

Everett Public Schools - Everett, WA - May 2013 to August 2013 Front desk support for Human Resources department, assist applicants and new employees with paperwork, answer multiline phone and triage customers to appropriate individual, provide support for directors of HR department.

Administrative Assistant

CES - Everett, WA - December 2007 to May 2013

Executive level support for division administrators and leadership. HR generalist; responsible for 80+ employees personnel records and training requirements as well as process all division new employees. Accounts payable for the division to include 7 offices located throughout WA state and monthly employee expense reimbursements, tracking of usage and maintenance for company vehicles, credit card and monthly bank account reconciliation. Assist with monthly WorkSource billing process. Coordinate division front desk activities to screen callers and connect inquires to appropriate individuals, office management. Program focal for customer satisfaction survey to include; monthly mailing of surveys, data entry and quarterly / annual analysis of results followed by presentation to leadership and facilitate discussion on goals for the following year. Manage SharePoint account; employee access, set up new accounts and monitor document control. Communicate closely with Corporate Headquarters and Administrative Assistants for other divisions. Employment Specialist

Service Alternatives, Inc - Everett, WA - August 2007 to December 2007 Assist adults with disabilities with obtaining employment as well as employable skills through volunteer work. Administrative Assistant

Journal Newspapers - Lynnwood, WA - March 2006 to March 2007 Assist the Publisher with daily coordination of calendars, event scheduling, updating database for direct delivery and customer contacts, and mass mailings. Undergraduate student researcher

University of Washington - Bothell, WA - October 2005 to October 2006 collaborate with four faculty and four students to research the use of small groups for instructional purposes. Medical Records Assistant III/ Patient Care Representative Group Health Cooperative - Lynnwood, WA - March 2002 to September 2004 Check patients in for appointments, accept payment, answer multiline phone in timely fashion to schedule patients, screen for urgent care calls and update insurance information. File patient records appropriately and deliver patient records to medical staff for appointments. Barista

Starbucks - Lynnwood, WA - December 1999 to December 2001 Greet customers in a fast paced and friendly coffee shop, take orders, cash handling, and prepare beverages to exact specification.

EDUCATION

Bachelor's in Society

U of Washington - Bothell, WA

September 2004 to June 2006

Associates in Arts

Edmonds Community College - Lynnwood, WA

June 1994 to December 2001

ADDITIONAL INFORMATION

Qualifications

Customer Service

• Interface with a diverse population of customers; customers in a coffee shop, patients in a health care setting and clients with a variety of disabilities in a vocational setting and both applicants and employees in an education setting.

• Answer multi-line phone system; triage calls from clients and community members, schedule appointments, route calls to appropriate individuals, conduct follow up calls for appointment reminders and to update client information, assist individuals with questions regarding employment opportunities and application process. Administrative Assistant

• Executive administrative support and project coordination

• Proven professional verbal and written communications

• Large office management responsible for; calendars, material ordering, conference room scheduling, screen telephone calls, process mail, and initial customer communications.

• Develop and maintain accounting and personnel filing systems.

• Develop and maintain customer satisfaction survey process to include annual and end of service surveys, analyze data and develop reports, facilitate development of goals for growth.

• Maintain SharePoint site; create users, change passwords, manage documents.

• Attend meetings, take notes/minutes for documentation.

• Balance responsibilities to work independently in the administrative offices while working as a team with managers in offices located throughout the state of Washington. Financial Responsibilities:

• Program focal in support of accounts payable activities for all bills related to 8 office locations, employee reimbursements and client support services

• Monthly reconciliation of bank accounts, company credit cards, company vehicles

• Responsible for monthly income reports to monitor amounts billed vs. received

• Twice annual Financial Quality Assurance consistent scores in the high 90%

• Daily use of QuickBooks with extensive experience with Quicken products.

• Compliance with agency financial policies and procedures

• Partners with Washington State "Work-First" program for billing and reconciliations. Personnel / Human Resources Responsibilities:

• Program level data base management (IE:Human Resources Perspective HRP), Personnel Records System

(PRS), and PayChex data platforms)

• Process all new employees and exiting personnel

• Track all qualifications; transportation, training, background checks and annual policy updates

• Maintain personnel information in electronic database as well as files

• Produce weekly manager reports and communicate with managers/staff regarding expiring data

• Verify US employment eligibility, process background checks.

• Post open positions in company database.

Program Development:

• Developed Administrative Assistant position into a leadership role working closely with; Directors, Area managers, and Managers

• Work closely with Administrative Assistants from other divisions in order to maintain company cohesiveness.

• Spear headed the establishment of the first evening childcare center on a community college campus in the state of WA. Secured support and developed funding sources. Research:

• Utilizing project management skills in revising the customer satisfaction survey

• Monthly mailing, data input and tracking of survey data for customer satisfaction survey

• Compile, analyze and present data to organization leadership

• Participated in a yearlong undergraduate student research project at UWB

(2007-2008)

Team Building Activities:

• Participate in an Undergraduate Student Research Project at UWB, addressing the use of small groups for instructional purposes within undergraduate courses.

• Primary event planning focal for annual employee appreciation for three consecutive years (Divisional All- Staff)

Technology

• Daily use of Microsoft office suite; advanced skill level for Microsoft Outlook, Word, Excel, and PowerPoint

• Daily use of Quick Books and three years of experience utilizing Quicken

• Human Resources databases; (IE:Human Resources Perspective HRP), Personnel Records System (PRS), and PayChex data platforms)

• Lime Survey

• Management of SharePoint site, create users, resent passwords, document management Daily use of Epicor and SalesForce.com

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