Customer Service Administrative Assistant

RESUME - BOGDAN, GLORIA *

Gloria Bogdan

*** ****** ***. · Seguin, Texas 78155 · 830-***-**** · ************@*******.*** QUALIFICATIONS SUMMARY: Highly personable Executive/Administrative Customer Sales & Service professional with 30+ years of experience in account management, claims and sales processing, office management, and call-center operations within the banking, check printing/production, maintenance, hospitality, & academic service industries.

Five years of experience in the academic environment as Executive Assistant in the Math, Criminal Justice & Undergraduate Admissions Depts. – working with students, parents & faculty – to determine needs, follow-up, resolving issues.

Talent for identifying customer needs, presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust, provide exceptional follow-up-leading to increased repeat and referral business.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer service, strong organizational expertise, working with upper-level executives, training, hiring & streamlining operations, reducing waste and other job efficiency tactics.

Proficient with Microsoft Office System (Word, Excel, PowerPoint®, Access, Outlook®). PROFESSIONAL EXPERIENCE:

Harland Clarke–Customer Care Agent – New Braunfels, Texas 2016 to 2021 Customer Care Agent - for one of the leading check processing & distribution companies, providing a broad range of products & services to professional customers, major financial institutions, corporate brands, small businesses and individual consumers. Comal County—Human Resource Dept.-New Braunfels, Texas 2013 to 2016 Human Resource Dept. Office Assistant - Hired on as a permanent employee through Comal County from Hawkins Personnel Group. Job Duties to include: processing/reviewing online applications, processing verification of employment requests, 19 form verifications, paperwork for new employees: drug testing, background check processing, and preparing new hire packets: Benefits booklets, Procedure Manuals, New Employee packets/forms, filing, taking calls, sending applicants to department heads for review, other duties as required by Human Resources Director and Loss Control Coordinator. RESUME - BOGDAN, GLORIA 2

Hawkins Personnel Group— Seguin, Texas 2011 to 2013 Office Assistant — temporary assignments through this agency — office & clerical, database, phones, data entry, filing, customer service & manufacturing positions. Last job assignment in Human Resources with Comal County (hired on by Comal County as permanent HR assistant.)

Texas State University — San Marcos, Texas 2009 to 2011 Administrative Assistant II – Undergraduate Admissions - coordinated & planned special events, scheduled appointments, made travel arrangements, other special tasks, as assigned, prepare travel reimbursements for Associate Director, worked with parents & students on admissions questions & procedures. Investigated and resolved customer concerns in collaboration with respective agencies and other departments. Prepared written responses to inquiries. Provided measurement on volume and trends to determine agency education needs and improve customer satisfaction and retention. Dramatically enhanced customer- satisfaction ratings by expediting all claims and ensuring a high degree of accuracy. Administrative Assistant III - Criminal Justice Dept 2000 to 2001 Administrative Assistant II - Math Dept. 1998 to 2000 Administrative Assistant II & III - Coordinated & planned special events, scheduled appointments, made travel arrangements, supervised office personnel (5-6 students & 1 Administrative Assistant), processed time sheets for 20+ student workers, worked with parents & students on registration issues & textbook orders for professors. Investigated and resolved customer concerns in collaboration with respective agency and other departments. Prepared written responses to inquiries. Provided measurement on volume and trends to determine agency education needs and improve customer satisfaction and retention.

Participated in implementing new paperless process, resulting in streamlined operations.

Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy.

Nominated for Team Award for performance & innovation in office management.

Received extensive training in web management, supervisory & management programs.

Processed travel reimbursements, scheduled travel plans, hotels, air flights, etc. Responsible for scheduling/organizing meetings and special events for staff, research for special projects/purchases, working with budgets, p-card purchases, reconcile 3 major accounts within department.

Served as back-up to receptionist, answer phones, email requests for college brochures, materials for high schools and other colleges.

RESUME - BOGDAN, GLORIA 3

HDSUPPLY– New Braunfels, Texas 2005 to 2009 Customer Care Representative/Personalized Services/Fax/Web Sales – Served as a Customer Care Representative for one of the leading wholesale distribution companies, providing a broad range of products & services to professional customers in maintenance, repair & improvement. With 1,000+ locations, HDSupply, Inc. is one of the largest diversified wholesale distributors in North America.

Consistently achieved perfect & high scores on phone monitors.

Received Customer Service Award for outstanding track record of positive customer feedback.

Received numerous Sales & Performance Awards & Perfect Attendance Awards.

Consistently achieved higher productivity than team averages.

Consistently taking more calls than team averages.

Recognition from co-workers based on personality, work ethics & professional demeanor.

Received recognition from sales representatives for service and dedication.

Received recognition for productivity during ‘high peak’ days.

Consistently producing documents to “improve” job performance, shortcuts & productivity.

CHECKS IN THE MAIL, INC. – New Braunfels, Texas 2001 to 2005 Executive Assistant to National Sales Manager/Customer Service Representative

Recruited to provide top-notch service to internal & external customers. Processed check printing orders with accuracy, answered questions, responded to concerns & alleviated delicate situations with professionalism and sensitivity.

Assisted Call Center Director & Managers in creating and updating training materials, sales meetings, documents, time sheets, reports, other duties as required.

Prepared weekly reports for Director and Customer Care Supervisors. Instrumental in improving customer-satisfaction ratings through

suggestion/development/implementation of new reporting procedures.

Increased employee knowledge by assisting with development and implementation of product-awareness program.

Enhanced employee performance and attendance through daily mentoring, one-on- one discussions and motivational strategies.

Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Selected to coach and mentor customer service representatives new to call center.

Achieved perfect score on all phone monitors throughout tenure.

Received Customer Service Awards for outstanding & positive customer feedback.

Received numerous Sales & Performance Awards & Perfect Attendance Awards. RESUME - BOGDAN, GLORIA 4

BARKEL, INC. – New Braunfels, Texas 1996 to 1998 Executive Assistant/Customer Service Representative - Served as Executive Assistant & Customer Service Representative for a national furniture manufacturer & sales corporation, reporting directly to both CEO & National Director of Sales. Interfaced with customers to identify needs, field questions, and facilitate the process of the manufacture and sale of furniture. Provided trade show and venue information, completed monetary transactions, and resolved issues as needed. Coached and mentored new employees in customer-service processes and company policies.

Played key role in reducing labor costs by recommending staff scheduling changes.

Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.

Primarily responsible for creation & distribution of sales brochures & literature for sales personnel, CEO/Sales District Mgr., traveled to trade shoes with sales personnel, generated, inventory reports.

New employee orientations, mailing fabric samples to prospective customers.

Helped increase revenues with the creation of new marketing brochures and advertisements in trendy & popular publications.

EDUCATION AND TRAINING:

Associates Degree: Business/Computer/Accounting/Banking AUSTIN COMMUNITY COLLEGE, Austin, Texas

OTHER JOBS/POSITIONS:

Motorola, Inc., 11 years, Inventory Control & Quality Assurance 1972-1983

Bank of America, 9 years, Admin. Assistant to Regional Director/Trng 1983-1992

ABt, Inc., 3 years, Executive/Administrative Assistant to CEO/Sales 1992-1995 Letters of Reference available upon request*

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