Customer Service Administrative Assistant

Toni Lyon

253-***-**** **** Woodlake Dr. W. • University Place, WA 98467 ********@*******.***

Administrative Assistant

Dedicated, consistently successful professional who delivers strong and sustainable gains in performance and productivity. Versatile leader with 15+ years’ experience and proven track record in event planning/organization, office support, quality assurance, and contract management. Expertise in researching and developing reports, spreadsheets, and procedures/processes, accurately maintaining records, and ensuring compliance with rules and guidelines. Effective multi-tasker who thrives in busy, fast-paced environments. Outstanding communication and organizational skills. Proven, exemplary skills in problem solving, streamlined planning and bringing difficult situations and people together to achieve a common goal.

Project Coordination

Program Development/Management

Process Improvement

Data Entry

Report Management

Documentation

Customer Service

Problem Resolution

Schedule Control

Professional Experience

XEROX, VERIZON WIRELESS CALL CENTER, Federal Way, WA 2012 – present

Quality Analyst

Started as call center agent for one year on the phones promoted to Quality Analyst. Working with a team of approximately 100 agents, monitor and develop agents using call sequencing to improve the customer’s experience. Analyze calls for different specific data or specific projects. Use time management skills to finish all ongoing projects by close of week.

JOHNSON CONTROLS/BURLINGTON NORTHERN SANTE FE, Tacoma, WA 2011-2012

Facilities Coordinator

Coordinate office functions for a startup operation for Johnson Controls for management of building maintenance and critical environmental controls for over 400+ buildings throughout Washington, Oregon, southern Idaho and British Columbia. Accumulate vendor information for inclusion in Maximo software to track maintenance repairs, work order creation and urgent work requests. Process invoices and supply purchase order numbers for streamlined vendor payments. Act as primary liaison for management interaction with BNSF employee/client base to provide support. Profound ability to bring people together to resolve issues, determine resolution and create an atmosphere of coordination and kinship. Made recommendations to streamline processes and improve customer experience that was adopted as best practice nationwide.

PARAMETRIX CONSULTING, Puyallup, WA 2007–2008

Field Office Coordinator

Managed and coordinated office functions for Washington State Department of Transportation (WSDOT) Seattle Hood Canal Bridge Site. Ensured smooth operations, resolved problems/issues in timely manner, assembled contract plan specifications, RFIs, and RFCs, and compiled books for faster retrieval of approved documents. Attended regularly scheduled project meetings, recording, typing, and distributing meeting minutes.

Key player in coordinating assignments, maintenance, and service for more than 20 WSDOT vehicles, analyzing timesheets for accuracy, and submitting payroll. Assisted professional staff with month-in-review report, combining weekly reports into one concise document. Scheduled meetings, classes, tours, and activities and successfully held role as onsite point-of-contact for OxBlue Camera.

Established upbeat, positive working environment for staff; purchased furniture, computers for inspectors, cell phones, and safety equipment under tight budget.

Worked with inspectors, project managers, and engineers to ensure deadlines were met.

FRANCISCAN MEDICAL GROUP, Tacoma, WA 2005–2007

Administrative Assistant

Provided high-level administrative support to Director of Quality and Performance Improvement. Addressed and resolved risk management issues as Patient Advocate, educating staff, updating policies and procedures, and supporting new clinic openings. Integral player in coordinating educational and training materials, tests for 4 regions, food service, and space for mandatory training of 200 back-office staff members; assisted in correcting tests and distributing certificates of completion to employees.

Reformatted FMG employee health documentation and developed schedule for sending documents to clinics for completion. Maintained calendar for director and coordinator, researched, reviewed, and created Excel spreadsheets for various reports, and recorded minutes for monthly ambulatory nurses’ committee.

Developed and reformatted 70+ interactive forms for online use by clinic and personal service representatives to access in 38 clinics; created Excel spreadsheet, tracking 600+ employees’ health records.

Collaborated with doctors and administrators to produce more than 50 forms for clinic or specialty use.

Conducted research in WAC, RCW, Center for Disease Control, L&I, and other websites to update clinic healthcare reference manuals.

Successfully oversaw confidential and time-sensitive materials.

CITY OF AUBURN, Auburn, WA 1998–2005

Contract Administrative Assistant (2000–2005)

Promoted to Contract Administrative Assistant based on high levels of performance and proven abilities in leadership,

quality assurance, and customer service. Oversaw administrative operations, working with project engineers and contractors to monitor capital and small works projects and providing technical information for project administration.

Established and attended bid openings, prepared bid tabulations and quote summaries, set-up preconstruction meetings, and assembled contracts and related paperwork. Updated documents and tracked and monitored statement of intent to pay prevailing wage and affidavits of wages paid for contractors. Processed change orders, contractor pay estimates, purchase orders, and invoices for capital projects. Entered and maintained project invoices through Eden Software Program and reviewed and verified contract documents and certified payroll records.

Successfully organized complete state auditable file system, allowing individuals to find exact documents in minimal amount of time; received compliments from state auditors.

Assisted accounting department by developing document of procedures explaining how to process purchase orders through Eden Software Program.

Public Works/Building Receptionist (1998–2000)

Provided exceptional customer service, answered phone calls, scheduled daily inspections, and processed building division purchase orders and payroll. Distributed over-the-counter building, mechanical, water, and street for driveways permits, issuing more than 25 per day. Acquired all residential and commercial applications for permits and input detailed applications into CRW Permit Program.

Entered data/information on all non-commercial building applications for permits, inputting more than 1K applications for Lakeland Development. Created building division month-end report, accurately maintained files and archive plans, and purchased supplies for public works department.

Additional experience as Development Specialist for American Red Cross

Education & Credentials

Completed Building Codes Class, Tacoma Community College (TCC), Tacoma, WA

Relevant Courses/Workshops: Federal Requirements Workshop, Bonds, Claims, and Insurance Mini Workshop, Construction Law and Audits Mini Workshop, Prevailing Wage Workshop for City, County, and State Agencies, Small Public Works Roster Contracting, Small Public Works Roster Setup, Diversity in Contracting, Public Records Management, Franklin Covey Prioritization Skill Building, Organization Management Training

Contract Administration Certificate

Technical Skills

Microsoft Word, Excel, Access, and PowerPoint, Crystal Reporting, Maximo, Eden Accounting Software; 60 WPM

Professional Organization

Member, American Public Works Association (APWA) Contract Administration Subcommittee (CASC)

Assisted in establishing committee, planning and conducting public works contract administration workshops; committee received first Washington Chapter APWA Committee in Action Award.

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