Customer Service Administrative Assistant

Niya Wright

**** *** ***

Atlanta, GA *****

Cell: 404-***-****

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

Summary of Qualifications

Looking for position as Executive Assistant that enables use of my problem-solving abilities, accounting knowledge and coordination of office affairs to support growth of client base.

Energetic and well-organized professional having more than 5 years of experience in customer support/management. Brilliantly capable of performing administrative duties in various high volume industries. Proven ability of accurately typing correspondences, schedules, and confidential records. Proven track record of providing excellent customer support.

Skills

Microsoft Office Suite Forecasting

SAP SharePoint

Detail oriented Proactive

Multitasking Great Plains

Invoice processing and tracking QuickBooks

Human Resources Purchase Orders

Excellent Phone Etiquette Accounts Receivables & Payables

Project Coordination Excellent phone etiquette

Front desk reception

Professional Experience

06/2016-Present Georgia Pacific Harmon Recycling (Encadria Staffing)

Atlanta, GA

Account Services Specialist

Proactively manage customer accounts with load scheduling, warehouse inventory management, managing carriers and carrier relationships, and providing responses to customers

First point of contact for all customers. Respond to their requests or assign it to the appropriate team member.

Monitors carrier bale collection to ensure customer's pick-up requirements are met and changes are communicated.

Resolves complaints by investigating issues and composing responses.

Maintain a strong customer focus and communicating effectively.

Maintain quality service by monitoring standards; advising supervisor of potential problems.

Managing and prioritizing multiple initiatives and handle changing customer needs

Prepares reports by collecting and analyzing information

Owning the process for optimum customer service and satisfaction

09/2015-4/1/2016 Georgia Pacific Bleached Board (Encadria Staffing) Atlanta, GA

Customer Account Manager

Managed inventory of paper products (cup & plate).

Proactively manage the different Dixie® plate and cup accounts with responsibility to include: order acceptance, order entry, inventory management, pricing verification, and invoicing. Maintain a focus on meeting the customer’s expectations and driving value to the Bleached Board business.

Assisted in resolving supply chain issues related to fulfilling customer orders that may occur at production phase, shipping or warehouse storage point.

Maintained a strong customer focus and communicate effectively (phone, e mail, and in person) with external and internal customers.

Monitored order fulfillment to ensure customer's delivery requirements are met and changes are communicated.

Optimized and control inventory levels when applicable.

Interfaced with sales and cross-functional teams in supply chain (operations, manufacturing, and transportation) to collaborate, develop, and implement service and cost solutions.

Maintained files in an organized manner that allows for efficient retrieval of information as required in a team environment.

Took initiative, interpret and analyze fundamental data while managing customer service needs.

Developed key relationships across business functions (operations, accounting, finance, manufacturing, and transportation) to seek best knowledge and collaborate, develop, and implement service and cost solutions and to drive change, often through influence and without direct authority

07/2014-7/2015 Neurons to Neighborhoods Atlanta, GA

Executive Administrative Assistant

Managed the day to day operations of the office and provided administrative support to executive staff.

Coordinated the CEO’s personal and business schedules

Organized and maintained files and records

Planned and schedule meetings

Managed projects and conducted research

Took calls on behalf of the CEO (Communicated directly, and on behalf of the CEO, with Board members,

Executive staff, customers and others, on matters related to CEO's initiatives)

Accompanied the CEO to all meetings and takes detailed minutes

Created all correspondences, reports, and presentations.

Made travel arrangements

Processed semi-monthly payroll, gather and tabulate time sheets of employees.

Managed the companies’ daily budget through tracking A/R & A/P in QuickBooks

Coordinated website updates and improvements

Handled other duties as assigned my Management

04/4/2011-6/26/2014 Archway (Formerly Synq Solutions) Norcross, GA

Scheduling Manager

Managed the planning and establishment of production schedules, monitoring of materials inventories, tracking of progress of production, and reviewing of factors which affect production schedules. ( Supply Chain)

Maintained accurate supply and demand forecasts, completed forecast variance analysis and reporting and provide recommendations to support the operational teams in making optimum use of available resource in order to achieve Service Level targets.

Oversaw daily operations in the Scheduling Department as well as perform all duties associated with Scheduling.

Managed a team of 7 production schedulers who tracked progress of production, and review factors which affect production schedules

General Administrative duties

Performed initial processing of bi-weekly payroll, including timesheet review

Ran weekly and monthly reports on all orders to help to capture our monthly revenue as well as the orders that went out on time or were late.

Responsible for the comprehensive analysis of inventory transitions to identify problems, recommend solutions in order to achieve accurate financial inventory information.

Process Support Specialist

Responsible for work order processing & preparing orders to be ready for shipment in Latitude

Assisted the program management team with resolving customer issues; and performing essential administrative functions.

Responsible for supporting the client(s) providing consistently provide excellent customer service to accounts.

Balanced client needs and goals to ensure consistent quality and execution in a profitable manner.

Coordinated all activities of the scheduled promotions, coordinating and managing all special projects, executing projects by working closely with internal departments to ensure timely and accurate delivery of shipments.

9/5/2006-3/31/2011 Kleen Rite Atlanta, GA

Executive Administrative Assistant

Provided direct support and assistance to 3 Senior Level personnel to include preparing their expense reports(CEO, CFO,& Director of Business Development)

Assisted with daily schedule and duties, to include managing calendars, commitments, and travel arrangements (planning itineraries, developing agendas and meeting materials, reporting expenses, etc.).

Provided general administrative support

Assisted with various payroll and human resources functions.

Recorded office expenditure and managed the budget.

Ran company errands to include bank deposits

Ran company credit cards for payment of invoices

Wrote reports on finances, staff performance, service development and annual reviews

Responded to customer inquiries and complaints

Responsible for putting together marketing materials

Arranged and coordinated marketing/social events

10/2001-6/2006 Department of the Air Force Okinawa, Japan

Call Center Supervisor

Managed a team of 9 customer service reps.

Be available to affect the entirety of the team's operations.

Took calls that your agents can't handle and be available when an agent appears to need assistance.

Monitored queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

Motivated and encouraged agents through positive communication and feedback

Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.

Effectively build call center culture, the supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are "on-the-floor.

Education

Walden University

Baltimore, MD

BS, Business Administration

Degreed

Kaplan University

Atlanta, GA

MBA, Business Administration

Current

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