Customer Service Administrative Assistant

James W. Roberts

PO Box ****, Soap Lake WA ***** 509-***-**** ***@**********.***

Summary

Experienced administrative assistant with advanced computer knowledge, proven multi-tasking and problem-solving skills and attention to detail, driven by customer service excellence and thriving on unexpected challenges, rapid deadlines and shifting priorities. Ambitious customer advocate and team player who goes beyond the job description to ensure customer satisfaction and support company goals. Frequent first-responder for diagnoses and repair of office computer, printer and copier issues. Skills

Microsoft Office Suite

Strong detail and accuracy

Database Management

Technical Support

Diffusing and satisfying irate clients

Entrepreneurial understanding

Experience

Escrow Processor Stewart Title Company, Moses Lake, WA Aug 2016 – Jan 2017 Communication – Reinforce client confidence by explaining title insurance advantages and the escrow services process. Customer Service – Ensure client satisfaction and by addressing concerns and providing timely information and updates. Data Entry – Enter party, property and lender details into AIM+ and SureClose. Enter bulk reconveyance tracking orders. Financial – Provide fee estimates, receipt earnest monies, daily bank deposits and real estate agent commissions. Organizing – Maintain 30-50 files, closeout dormant files to reduce file load by 25%, meet 7-30 day closing deadlines. Research – Streamline title report research and title clearing process, reduce time to under one week on cash transactions. Property Title Specialist Colville Confederated Tribes, Nespelem, WA Oct 2014 – Jul 2016 Communication – Automate consent forms, letters and deed templates to increase accurate production and routing. Customer Service – Improve trust landowner understanding of transaction requirements, options and processes. Efficiency – Create Access database for transaction tracking and reporting to decrease processing time and ensure accuracy. Organization – Categorize file system for faster access, develop repeatable methods to reduce conveyances to 2-4 weeks. Teamwork – Processing employee time sheets for department and assist lease compliance officer in the field. Help Desk Technician – Project Temporary Washington Trust Bank, Spokane, WA Sep to Oct 2014 Customer Service – Responding to user tickets, deliver replacement items to users, greet users and efficiently install items. Detail-Oriented – Collect hardware serial numbers from branches and offices for new IT Dept hardware database. Organizing – Maintain storage, dismantle decommissioned servers, recycle components and securely destroy sensitive data. Technical Support Help Desk Agent Cayuse Technologies, Pendleton, OR Oct 2013 – Sep 2014 Metrics – Answer simultaneous phone calls and online chats on issues with client’s in-store point-of-sale systems. Data Entry – Create tickets, troubleshoot and diagnose issues, document reported results, and ensure client satisfaction. Leadership – Assist in improving team processes, editing and updating manuals, and training new support agents. Vendor Consultant and Web Developer Freelance, Yakima, WA 2005 to 2013 Customer Service – Identify client needs, earn client trust and conduct business based on building relationships. Marketing – Design websites using Joomla and WordPress, market hosting, logos, brochures, and apparel branding. Communication – Maintain and distribute cultural events calendars and help vendors and performers plan their itineraries. Adaptibility & Creativity – This also lead to crafting custom drums and accessories as a secondary line of business, voluntarily mentoring youth in cultural drumming and drum crafting, and participating in public events committees. Administrative Temporary Multiple Staffing Agencies, Seattle, WA 1995 to 2005 Balance sequential assignments for NuWest Group, PACE Staffing, OfficeTeam, ProTemps, and Express Personnel. Serve as Administrative Assistant, Receptionist, Customer Service Representative, Support Technician, Word Processor, Accounting Clerk and Data Entry to clients including Microsoft, Group Health, Key Bank, Amazon, Citi University, Davis Wright Tremaine, Harding Lawson Associates, GLY Construction, Mayes Testing Engineers, BBFM Creative. Thrive on variety, presenting a strong and positive first impression to clients, adapt to tasks rapidly and provide consistent service excellence to ensure repeat business. Many clients asked for me by name to return for team supplementation needs. Education

Indian Land Associate Level 1 Certificate, ICC Indian Enterprises, US DOI BIA training contractor, 2016 Yeoman Class A School Certificate, US Coast Guard Training Center, Petaluma, CA, 1991 Security and Loss Prevention Specialist Certificate, Lake Washington Vocational Technical Institute, 1988 Additional Information

Notary Public in Washington Honorably Discharged Veteran Available for Immediate Relocation

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