Customer Service Project Management

ELIZABETH HANKINS

***** **** **** *** *******, Texas 78253 210-***-****

OBJECTIVE

Highly skilled Administrator with 20+ years experience managing office operations, staffing functions and customer relations seeks a rewarding position that would utilize all experience.

SUMMARY

Effective project management, troubleshooting and problem-solving capabilities.

Superior organization, presentation, and written/verbal communication skills.

Results-oriented with experience managing multiple operations, including company start-ups, reorganization, and expansions.

Excellent supervisory and time-management skills – demonstrated performance in managing multiple activities and time-critical projects.

Outstanding interpersonal and customer service abilities – dedicated to customer satisfaction and able to quickly establish rapport while working with a broad spectrum of personalities.

Computer skills include typing (65 wpm), Windows, Microsoft Word, Microsoft Excel, Internet, Outlook, Gold Mine and SalesForce. Working knowledge of PowerPoint.

EXPERIENCE

Bexar Co Field Inspections, San Antonio, TX 2018-Present

Self Employed in all phases of field work

Audit floor plans for used car dealerships, occupancy verifications, vehicle inspections, collection letter delivery, insurance inspections, site inspections

ADP TOTALSOURCE, San Antonio, Texas 2006 – 2018

Senior Sales Coordinator – Multifaceted functions involve working closely with prospects gathering census information used in preparing formal proposals. Coordinate closely with Underwriting to gather information on prospect’s workers’ compensation, loss runs, benefit descriptions, benefit invoices and other support services that would affect billing. Additionally…

Conduct extensive auditing of employee data, I-9’s, W-4’s, and Direct Deposit information.

Prepare and review all Closing Documents to ensure completeness and accuracy.

Consolidate sales data, generate sales reports and pipeline information used at Sales Meetings.

Assist the Implementation Specialist with benefit meetings and auditing enrollment documents.

Lead 5 Sales Coordinators – training, new processes, point of contact for any issues they may have.

ADMINISTAFF, San Antonio, Texas 2000 – 2005

Senior District Administrator – Provided comprehensive administrative support to the District Manager and sales staff of this leading Professional Employer Organization. Enhanced bottom line performance by implementing effective administrative tools and maintaining excellent customer service support to drive new business development. Successfully…

Served as main point of contact for and between management, sales team, and clients.

Employed discretion and judgment in handling confidential material in a timely manner.

Maintained data accuracy and generated/reconciled sales and expense reports to efficiently assess departmental performance and identify improvement areas.

Organized travel arrangements and meeting schedules to include coordination of special events, corporate agendas, and itineraries.

Oversaw business relations and client communication, generated sales correspondence, and reviewed sales packages to stimulate client interest and sales leads.

Gathered census data, worker’s compensation, and medical information from clients to support the sales team and tested applicants for positions with companies.

Voted Volunteer of the Month – served as Volunteer Council Coordinator and significantly enhanced company’s public image by participating in community functions and recruiting volunteers to represent the company.

ELIZABETH HANKINS…Page 2

ENTERGY SECURITY CORPORATION, San Antonio, Texas 1998 – 2000

Regional Executive Assistant – Provided executive-level administrative support to the Vice President of Sales and Vice President of Operations with demonstrated ability managing general and confidential correspondence, improving procedures, and meeting demanding deadlines.

Managed the regional sales lead department and processed a variety of weekly and monthly regional sales and operations reports.

Maintained the business and social executive calendar and managed extensive travel arrangements for the region.

Developed a highly efficient matrix system to track travel expenditures on a monthly basis.

Processed payroll for the entire region and attained 100% accuracy.

Ensured compliance with strict employee licensing requirements and maintained compliance files for the Texas Board of Private Investigators & Private Securities Agencies and Texas Commission on Fire Protection.

ROLLINS PROTECTIVE SERVICES, San Antonio, Texas 1992 – 1998

Office Manager – Managed two highly fast paced offices servicing over 2,500 residential and commercial security accounts. Functions included heavy customer contact, management of accounts payable and receivable, payroll, new hire processing, and development of daily, weekly and monthly management reports.

Worked closely with the General Manager to prepare and develop budget and administrative management tools.

Processed sales contracts and maintained licensing requirements for statewide employees for compliance with the Texas Board of Private Investigators & Private Securities Agencies.

EMERGENCY NETWORKS, INC., San Antonio, Texas 1988 – 1992

Held positions of increased responsibilities for this security technology and solutions provider with major clients throughout Texas. Positions included:

District Administrative Manager – Supervised the administrative functions of seven Texas branches and served as liaison between the corporate office and individual branches. Played a key role in company expansion and asked to assist in setting up new office operations.

Worked with the District Sales Manager and the District Operations Manager and oversaw human resources functions that included personnel hiring, training, evaluating, and coaching.

Set up administrative operations for a new site and implemented all policies and procedures to ensure the efficient management of daily operations.

Served as troubleshooter and problem solver and called on to resolve branch issues.

Administrator – Conducted a variety of administrative functions that included processing contracts and new staff paperwork, obtaining fingerprints and state required data, and maintaining client communication to resolve billing issues and installation schedules.

As the main liaison between the sales and installation department, quickly resolved issues to maintain service standards and ensure client satisfaction.

Compiled and generated payroll for 25 employees and produced management reports for submission to corporate headquarters.

Maintained departmental inventory to include equipment and supplies.

BROADWAY DODGE, San Antonio, Texas 1985 – 1987

Customer Service Manager – Managed staff and service standards and increased customer satisfaction index (CSI) by over 20% by implementing the “Right from the Start” seminar for new vehicle owners and achieving a 98% CSI.

EDUCATION

Completed numerous company sponsored seminars in Customer Service, Staff Management, and Effective Leadership.

Professional Development Training:

Initial Sales Training

Effective Communication Skills

Collaborative Workplace Principles

HIPAA Compliance

Improving Workplace Performance through Coaching

LICENSES

Texas Department of Insurance License #2663910

General Lines Agent

Life, Accident Health and HMO

REFERENCES AVAILABLE ON REQUEST

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