Eric D Luke

**** ******* ***** **.

Schertz, TX *8154

Cell: 210-***-**** Hm: 210-***-****

adcjgd@r.postjobfree.com

Profile: I am an organized and goal oriented individual who has 15+ years of administrative experience. In addition to my current role, I’ve previously served in roles with increasing responsibilities to include being an office manager, trainer and coach. I am confident that my combination of practical work experience as a whole has prepared me for making an immediate contribution in the role of Senior Administrative Assistant at Tesoro.

September 2011 – Present Absolute Occupational Therapy Office Manager

In my Office Manager role, my job duties consist of providing administrative support to the Occupational therapists and Occupational therapy assistants to include:

• Processing expense reports and payroll for all employees

• Managing and maintaining client schedules for occupational therapists and assistants

• Maintenance of employee office files and records as applicable

• Sorting and distributing incoming and outgoing mail

• Responsible for managing and processing medical billing for contracted services

• Creating diagrams, reports and presentations for the purpose of obtaining patient care contracts

• Maintenance of confidential patient care records as applicable

• Designing and creating flyers to recruit staff in the field of occupational therapy

• Drafting initial client contracts for owner review

• Execution of final client contracts

• Negotiating the purchase of office supplies and office equipment in accordance with purchasing policies and budgetary restrictions

• Booking and managing travel arrangements as applicable for employees

• Maximizing office productivity through proficient use of appropriate software applications

• Reviewing clerical and personnel records to ensure accuracy

• Preparing recommendations for annual budget prior to each fiscal year and compare budget to actual performance

• Welcome clients and customers by greeting them, in person or on the telephone; answering or directing inquiries

• Providing excellent customer service to both internal and external customers

• Coordinating and setting up for corporate events to include logistics, equipment set up and vendor management

• Performing other administrative duties as assigned on an as needed basis to include, ordering supplies, coordinating package pick-ups, accepting deliveries

October 2014 – October 2015 JP Morgan Chase – Cosumer Banking Collections Coach

As a Consumer Banker Collections Coach, my job duties consisted of providing ongoing training to existing Collectors, training new agents, coaching employees and performing quality monitors for collections agents in addition to the following:

• Provided training to new and existing agents

• Administerd job coaching as needed

• Performed quality monitors for existing Collectors transfers, credit card payments, fraud claims, credits and refunds, documents and copies.

• Assited hiring managers in the interview process

• Provided hourly, daily, weekly, and monthly performance reporting to management

• Planned for future work based on projected volumes and staffing

• Managed delinquency portfolio within the loan servicing system using campaigns

• Seved as the collection agent escalation point of contact

• Adhered compliance with company policies and procedures and quality assurance standards

• Provided back/up assistance to inbound call center team leads and supervisors

• Ensured all clients’ personal financial data is stored and disposed of in accordance with department standards as well as local, state and/or federal requirements

February 2001 – Present Endless Credit Group Financial Advisor

In my role as a Financial Advisor, my job duties consist of managing the end to end credit repair process to include:

• Managing key customer contacts and research projects

• Responsible for coordinating and managing completion of all aspects of client projects

• Preparing proposals on a regular basis

• Maintaining all accounts payable and receivable transactions

• Developing and maintaining customer relationships

• Reconciliation of customer accounts

• Maintaining accurate notes on collection history

•Providing excellent customer service to clients

October 2007 – December 2011 Dale Property Services LLC. – Landman Title and Leasing Agent

In my role as a Landman/ Leasing Agent; my job duties included preparing the legal documentation required for land owners to obtain mineral right leases as well royalties for their properties. In addition to this, I also managed all aspects and scope of title projects to include:

• Researching mineral title ownership in North Texas

• Performing limited lease commitments with mineral owners

• Performing administrative duties, to include responsibilities such as telephone communication, contact with visitors, correspondence, appointments, filing and faxing

• Drafting limited lease commitments with mineral owners

• Managing and maintaining personal calendar and scheduling of client appointments

• Performing extensive research and analysis to ensure title and ownership documentation met the legal requirements as stipulated by the contracted agreement

• Maintenance of budget and monthly expenses as applicable

• Exhibiting due diligence in the preparation of mineral and surface titles

• Monitoring, tracking and recording metrics to ensure productivity and timeliness of projects and daily work assignments

• Managing the end to end process of acquiring and preparing leasing contracts for new clients

• Managing and engaging in project management initiatives as it pertains to area title projects

• Strategic planning of annual goals and objectives for the Title team

• Consistently met or exceeded monthly quota for acquiring new leasing contracts

• Performed needs analysis to determine areas for training needs

• Providing excellent customer service to client and vendor partners as well as internal customers within the organization

• Administering routine internal compliance audits

• Regularly engaged and interacted with internal and external clients around specific work efforts/deliverables as it pertained to title and leasing

• Served as a member of the change management team; partnered with other members of the team in establishing change management processes and procedures from beginning to end to include distributing communication and implementing best practices

• Designed, developed, and created training curriculums, plans and documentation to include facilitating training amongst employees

• Implemented lean principle techniques to standardize work functions

• Other duties as assigned

Specialized Training

Successfully completed Account Manager training in 1998, 1999, 2000 and 2001

Certified trainer in “Customer Service is the Key to Success Program”

Certified in Conflict Resolution 2003.

Notary

Licensed by the Texas Department of Insurance as an all line adjuster

Technical Proficiency

Windows 95/2000/2007

MS Word

MS PowerPoint

MS Visio

MS Excel

Margin Minder

SAP HR

Education

Graduate - East Central High School – 5/1995

Licensed Insurance Adjuster all lines – 7/2012

References are provided upon request

Contact this candidate