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Office Assistant Customer Service

Buffalo, NY
February 28, 2020

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Norman Francis

**** ********* ***., ******* *****, NY 14305 • Mobile: 716-***-**** • Email:


Highly-motivated, well-organized, and results-driven professional to secure a position with your company

as an Operations Manager, Office Manager, Business Development Consultant, IT/Help Desk Support, other position in Accounts Payable/Receivable, Banking, or as applicable, utilizing my extensive skills, training, education, and experience


Over all over 20 years of professional experience, Over 8 years’ experience in various managerial roles in temporary staffing and retail industries, including

5 years as the owner/operator of a successful staffing agency, overseeing all business operations, marketing, advertising, client acquisitions, and more, growing operations between 6 and 12%, supervising up to 6 employees, and driving annual revenues to $462K

Proficient with all aspects of workforce development including interviewing, hiring, delegating work orders

and assignments, monitoring all work activities for quality, accuracy, expediency, and proper employee/customer interactions, conducting performance evaluations, implementing disciplinary measures, and terminations

Over 3 years’ experience as an Office Manager overseeing all office operations for a nonprofit organization specializing in housing and charitable donations to families in extreme need, supervising up to

15 staff, responsible for procurement of supplies and food, and coordinating\scheduling charitable events as needed, and functioned in a limited role in an HR capacity

Some experience providing IT/help desk support for a not-for-profit organization with 15 employees, overseeing and resolving a wide range of hardware, software, and networking issues

Utilized as a knowledgeable and trusted resource by peers, upper management, and customers, the “go-to” professional to provide sound judgment, clarity of thought, and coordinating/implementing solutions through achievable action plans when others cannot

Initiates, designs, and implements business systems, protocols, and procedures from ground zero, to create efficiencies, reduce waste, and enhance profitability

Experienced processing accounts payable and receivable preparing and sending invoices, tracking aging reports, and notifying upper management of any client fiscal issues or concerns

Over 20 years’ experience providing uncompromising highest standards of customer care support, assisting customers with their product/service requirements, requests, and selections, offering intelligent solutions/options customized to individual needs, assertively negotiating with vendors and customers, and resolving customers’ issues to their complete satisfaction

Prepares and processes payroll, collecting timesheets for up to 25 employees

Strong communications (multilingual, English, Urdu, Punjabi, and Gujarati), math, analytical, detail-oriented, and problem-solving skills

Multi-tasks effectively, learns new systems quickly, and completes projects on time or ahead of critical deadlines

Experienced using computers, Windows, MS Office, Internet research, and email; types 40+ WPM, accurately

Works well independently or collaboratively in a team environment


Training, Procurement. Business development, Correspondence, Sales, Office assistant, Hr, Clients management, Printing, Logistics, Remittance, Arrangements, Travel arrangements, Filing, Auditing, Dispatching, Maintenance, Process orders. Scanning Customer Satisfaction, Operations, Metrics, Typing, 10 keys, Cash Handling, Customer service, Receptionist Retail sales, Leadership skills, Marketing, Relationship building, Assembly, Drafting, Secretary, Customer support, Finance, Meet and Greet, Networking, Operations manager, Staffing, Incoming calls, Solutions Store sales, Account Receivable and Payable, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Outlook, Pivot Table, Word Processing, General Office duties, sorting, calendar management, spreadsheet faxing, telephone skills and computer skill.


09/2019 – till date Produce Associate

Stock Auditing, off-loading fresh produce truck, arranging all freight in cooler, stocking all product on floor for sale, assisting customer with their quires. Offloading fresh produce truck, arranging all freight in cooler, stocking all product on floor for sale, assisting customer with their quires.

05/2019 – 08/2019 Owner Partner

Tandoori Bite Inc., Niagara Falls NY

I was responsible for hiring, firing accounts receivable and payable, payroll, managing shifts and rota of employees, building maintenance, audit, inventories, dealing with credit card machine issues with service providers and bank, in short running the restaurant by myself but no beside cooking.

05/2018 – 09/2019 Driver

Aplus Xpress Transportation Services, Niagara Falls NY

Driving Medicaid customer from and to their appointment and looking after account payable.

02/2018 –05/2019 Custodian

First Assembly of God Niagara Falls NY USA

Cleaning the building

07/2016 – 04/2017 Operations Manager

GMB Rass Service, Karachi, Pakistan

Oversaw all operations for the temporary employment staffing agency, supervising up to 7 staff,

and ensuring client satisfaction, predominantly providing professionals for the banking and other

industries requiring administrative personnel

Co-responsible for professional development within the agency including hiring, training, to

terminations, as warranted

Maintained constant communications with clients, in person, over the phone, and through electronic correspondence, resolving all issues in a professional, courteous, and timely manner

Delegated responsibilities to supervisors to make site visits and assess performance of personnel placed for clients

Collaborated with clients’ HR departments to track workers hourly time as recorded as well as making calculations for commissions, overtime, or other exceptional circumstances

Reviewed government taxes and other charges deducted from temporary workers paychecks for accuracy and to balance the agency’s accounts

Norman Francis Resume, Pg2

06 2015 - 12/2015 South Regional Manager-Furniture Division / Sales Associate

Wren Living, London, UK

Assigned to executive managerial responsibilities for the company to visit 29 stores in the southern region of the UK and review individual store visual merchandising, store ambience, product presentation, inventory and logistics, pricing, and developing standardized training for sales associates to meet and/or surpass targeted revenues

Developed and gained approval from corporate to implement specialized pricing incentives to drive higher sales revenues for some stores with unique demographics

Personally credited with increasing sales revenues by 20% across all 29 stores

Promoted from the sales associate position based upon industry knowledge, sales expertise, work ethic, and other performance metrics

12/2012 - 05/2014 Department Manager

Paul Simon, London, UK

Oversaw all departmental operations for the store’s marketing and sales of beds, mattresses, bedroom furniture, and accessories

Supervised up to 2 associates, delegating assignments, and ensuring that customers were greeted and tended to in a professional and courteous manner

Promoted from the initial position of sales associate within just 3 weeks of being hired based upon work ethic, leadership skills, sales expertise, customer relationship building, and other performance metrics

03/ 2012 – 11/ 2012 Customer Service

Home Base (Retail Store) P/T - London

Answer incoming calls in an efficient manner, return calls in a timely manner, Identify customer questions, concerns, and overall needs

Provide accurate answers and solutions to customer queries, address customer complaints in a compassionate and patient manner

Redirect customers to appropriate teams and/or departments as needed, develop professional relationships with ongoing customers through excellent customer service

Follow up with callers on complaint and/or question resolution status, collaborate with immediate team, other customer service teams and other departments to ensure overall customer and product satisfaction

Follow company communication procedures, policies, and guidelines at all times

Perform each duty above with our customers’ satisfaction as your number one priority

Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service. Achieving established goals.

Operating cash registers, managing financial transactions, and balancing drawers.

Directing customers to merchandise within the store.

Increasing in store sales.

Superior product knowledge.

Maintaining an orderly appearance throughout the sales floor.

Introducing promotions and opportunities to customers.

Cross-selling products to increase purchase amounts.

08/ 2011 – 03/ 2012 Office Assistant


Quality Check for DVD, CD, Blue rays, assisting in replication, logging details for results

Check finished product, make finished product ready for deliveries, dispatch pre-order samples

Support in library record maintains

09/ 2010 – 07/2011 Sale Associate

World of Sofas, F/T - London

Greet and engage customers, uncovering their home furnishing needs and helping them make their design vision become a reality

Provide excellent customer service and offer customers an superb shopping experience

Build rapport with clients, earning their business through your ability to demonstrate exceptional product knowledge, strong interpersonal skills, and excellent listening skills

Maintaining the store display stands all time for customers to feel welcomed

Develop and maintain a customer base through networking and client follow up to ensure customer satisfaction before and after the sale

Handling cash and banking processing finance for customer and complains for repair and providing an excellent customer support

Generating sales through a low pressure consultative approach

05/2005 – 12/ 2009 Proprietor

Solution Services and Consultants, - Karachi

Business Development and requirements for best possibilities


Managing Relationship with Clients and Employees

Supervising Salary process

Supervising all Administrative requirement

Analyzing Employee’s performance

Working with client for polices and recruitments

Salary increments

Training and Development of Employees

Managing T.I matters

Looking into Taxations

Developing HR polices

Procurement and Purchase

Managing all Legal matters

09/ 2002 – 05/2005 Administrator

Church World Services Pakistan/ Afghanistan, - Karachi

Headed in Software designing for Online attendance



Air ticketing

Setting up office locals

Maintenance office premises

Vehicle maintenance

Staff record updating

Staff attendance

Filing supervision

Managing Events

Scanning, Filling

Dispatching documents

Stationary distribution, stock and purchase

Office inventories

Office equipment inventories

Staff and equipment insurance

Printing process orders and approvals

Auditing process

Supervision of administration staff

Arrangements for staff meeting

Events management

Training and Staff Development

Staff Supervision

all administrative activities

Entertaining guest

Travel arrangements

06/ 2001 – 08/2002 Personal Secretary

International Champlast (Pvt.) Ltd. – Karachi

Assisting Director for all the assigned projects

Travel arrangements for Director


Letter Drafting

Correspondence with clients and Suppliers

Typing at 35 to 40 w.p.m

Noting down meetings minutes

Hotel reservations

Staff Supervision

Assisted Software developing

Analysing Customise Program

Attending Calls

Arranging for meetings

07/1999 – 06/2001 Office Assistant

A B N Amro Bank, - Karachi

Public Counter Attendant

Remittance Department

Cheque Clearing for local and domestic processing

Account opening customer

Entertaining customer’s request and quires

Cheque Book Printing

01/1997 – 06/ 1999 Office Assistant

Faysal Bank, - Karachi

Introduce a new Branch in the area for business development

Sales and introduce new produces

Provided priority services

Clearing and Remittance Department

Account opening customer

Entertaining customer’s request and quires

Public Counter Attendant

Cashier’s backup

07/1996 – 01/1997 Office Assistant

Polypropylene Private Limited – Karachi

Letter Typing

Fax, photocopy

Scan, Telegraph

Manual typing

Receiving Call


Arrangement of Appointments and meetings

Keeping files records

Bank related tasks


Minor in Accounting and as Major Bachelor of Science, Information Technology, 2008

Preston Institute of Management Science and Technology, Karachi, Pakistan

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