Customer Service Office Manager
Resume:
Kathryn M. MacDuff
***************@*****.***
**** ***** ***., *******, ** 14522 USA
EDUCATION
Wayne Business Institute/RBI Newark, NY
1973
Associates Accounting and Finance
PROFESSIONAL EXPERIENCE
Lang Heating and Cooling, Inc. Canandaigua NY Branch
June 2001 to June 2011
Office Manager
Managed the company’s Canandaigua HVAC location. Duties included answering all incoming calls requesting a tech for HVAC repair or annual maintenance,sales leads, customer inquiries, and complaints. Cost accounting, billing, data entry for service calls, and installations. Responsible for the accounts receivable delinquent accounts, past due notices and letters, collection phone calls. Responsible for the advertising, marketing brochures and literature. Contact person for various wholesale HVAC vendors like Carrier and Trane. Responsible to customer’s equipment warranties and rebates. Created report such as salesmen’s goals, annual business plan and operational budget. Created parts book, spread sheets to handled inventory tallies for both locations, the annual forecast. Handled employee benefits, employee applications, reviews, administrative assistant to owner. Housekeeping. Property maintenance.
Pal Oil/Pal Energy Palmyra, NY
March 1988 to May 2001
Accounts Receivables, Credit Department, Customer Service Supervisor
Family-owned petroleum business Pal Oil. My first position was a floater in the company's receivable, was responsible for the past due oil accounts, correspondence, and phone calls. Was responsible for credit checks for new customers requesting 30-day credit terms versus COD. Assigned to the HVAC department. Duties included advertising and marketing based upon data collected for the sales manager. Responsible for incoming calls, dispatching service technicians, customer service. Rotated after hours phone coverage. Wrote and produce three 30 second commercials for local tv stations. Given the opportunity to create a customer service department within the company, and when implemented was assigned its supervisor. The former service manager of the HVAC location purchased Lang Heating and Cooling, and I followed him two years later when the company changed hands.
Sarah Coventry Headquarters Newark, NY
May 1973 to April 1979
Customer Service Representative/Supervisor
I began as a CSR assistant transcribing letters, researching incoming customer letters to gather all the data the CSR would need to resolve whatever issue and prepare daily work folder per rep; was promoted to CSR within the year. Duties included all incoming correspondence and phone calls from assigned sales territory. Dictated letters which would be transcribed and returned for my signature. Handled all adjustments, refunds, assisted the territory's sales department. The File Department's supervisor was retiring, and I was promoted to the position with the task of training entire department to assume role of a CSR assistant preparing the daily work folder for the CSRs to improve response time. Same for Sales. Duties including overseeing all incoming mail, sorting, and distribution, maintaining company files for sales, accounting, correspondence, various financial records. Staff annual reviews, training. Microfiche, Xerox printing/publishing. It was an honor to work for Sarah Coventry. Fondest memory was meeting Miss Universe 1975.
Lewis G. Johnson, Inc. Port Gibson, NY August 1971 to May 1973
Administration Assistant/Bookkeeper
Was responsible for accounts receivables, billing, driver's logs, mail, customer service, state, and federal DOT forms. Reconciling casual labor income forms, petty cash. Part-time while enrolled in business school full time upon graduation. On occasion would chauffeur Mr. Johnson when it was my turn to local events within the tri county area.
Part-time
LOOM 1420 Palmyra, NY October 1982 to April 1989
Administration Assistant/Bookkeeper
Responsible to maintaining the Lodge’s accounting system from receivables to payables, responsible for keeping bar and kitchen stocked, assisted Administrator for enrollment, and membership dues. Addressed all incoming phone calls and correspondence. Reconciled Bingo and Gaming. Assisted with catering special events like wedding receptions, and on occasion hosted events
SKILLS
Microsoft Office
Quick Books
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