Customer Service Administrative Assistant
Resume:
Anne M. Sturma
League City, TX 77573
****.*.******@*****.***
CAREER OBJECTIVES
Dedicated, dependable team player seeking an administrative position with a progressive organization. Looking to utilize my organizational, communication skills and supervisory experience to enhance all areas of responsibility.
EXPERIENCE
JC Penney
Part-time Sales Associate December 2016 – Present
Sales associate in departments as assigned by management. Have worked primarily in the jcp.com and Home departments. Enjoy working with the public to give them the best possible customer service, as well as helping to assist customers with any questions/problems that arise. Enjoy working to resolve customer issues and to promote JC Penney as a retail establishment.
Nuance Communications, Inc., Healthcare Division
Transcription Services Administrative Manager Sept 2013 – Sept 2016
Managed 35 – 50 employees at any given time; managed all aspects of employees’ work in addition to managing 5-6 accounts. Responsible for client satisfaction of transcription
Ensured all employee schedules were accurate and employee worked their schedules; coverage was needed 24/7
Responsible for all employees meeting weekly metrics – provided support, guidance and mentorship if / when improvement needed
Other duties included: weekly payroll; development and maintenance of MT Excel workbooks which included schedules and account details; created and modified account manuals for each account
Set up weekly meetings with clients and went over any changes that needed implementation, answered any problems or concerns
Edited all reports as requested by employees and clients; transcribed dictation as needed
Ensured all reports were delivered to the clients within the necessary timeframe Outsourcing Solutions, Inc.
(acquired by Nuance Communications, Inc.)
Transcription Administrative Supervisor Oct 2012 – Aug 2013
Managed 4 Transcription Coordinators who were responsible for employees and accounts, in addition to accounts and employees of my own
Ensured work for all accounts was transcribed timely and employees were being properly managed
Collaborated with account managers and clients and answered all client needs / issues; worked with them directly to resolve any issues that arose
Outsourcing Solutions, Inc.
Transcription Coordinator Aug 2008 – Sept 2012
Supervised the daily operations of medical transcriptionists – directly responsible for 25 employees on my team
Dealt with all issues that arose during their shifts
Handled workflow for accounts, scheduling, payroll and employee issues
Responsible for getting work transcribed within turnaround time with excellent quality Outsourcing Solutions, Inc. - Medical Transcription Company Manager of Customer Service Aug 2005 – July 2008
Managed the daily operation of the customer service / client support department which handled daily client requests and resolution of all client needs / complaints
Ensured the department was staffed 24/7. Managed a staff of 12 on three separate shifts
When work had to be expedited due to client need, customer service department expedited the work, had it transcribed and followed through with client when completed
Other duties: Located reports for clients, edited reports, verified dictated reports were completely transcribed, answered client questions while performing excellent customer service, putting through tickets and contacting tech support when transcription problems arose
Led the team to get the necessary work to the client and answered all client communications /complaints
Heavy phone contact and constant communication with clients – multi-tasking was critical
Extremely busy department as this was customers' first line of contact with the company Rodeer / L&H
(acquired by Medquist)
MT Supervisor, Night Shift June 2002 – July 2005
Supervised employees on the night shift – handled workflow, scheduling, payroll and extensive employee contact
Supervisory role transitioned into a remote position – as a result, job function shifted to supervising 90+ employees in the southeast region of the US
Rodeer / L&H
Customer Service Representative Oct 1999 – May 2002
Dealt with daily customer contact – locating / editing all reports that came through department, ensuring all clients’ needs were met ahead of schedule
Rodeer / L&H – Medical Transcription Company
Medical Transcriptionist Sept 1998 – Sept 1999
Graduated from Medical Transcription courses and started working in healthcare by transcribing voice- recorded dictations into medical records
Rome Public City School System, Rome, GA
Teaching Paraprofessional Aug 1994 – Aug 1998
Worked in first, second and third grades
Assisted teachers with guiding coursework and assisted teaching math, reading, and social studies / science
Paraprofessional of the Year in 1995
Crane & Co., Inc., Dalton, MA
Administrative Assistant July 1978 – May 1988
Worked in the quality control department, starting as an Administrative Assistant
Worked in HR for a year – extensive amount of personnel contact EDUCATION
Berkshire Community College, Pittsfield, MA 1977 – 1978 Studied business management
Wahconah Regional High School, Dalton, MA
Graduated in top 3% of class
SKILLS
Soft skills: Customer Service, Heavy Phone Contact, Detail Oriented, Easily Adaptable, Scheduling / Planning, Excellent at Multi-tasking
Hard skills: Microsoft Office Suite, Outlook, SkillPath Courses, Oracle, and Time & Attendance software
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