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Customer Service Administrative Assistant

Location:
Dixon, CA
Posted:
November 13, 2022

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Resume:

Melissa Cannon

Customer Service Superstar

Dixon, CA 95620

adthq3@r.postjobfree.com

+1-707-***-****

Experienced Customer Support Professional with knowledge of many different industries. Authorized to work in the US for any employer

Work Experience

Member Service Associate

Virgin Pulse - Dixon, CA

October 2021 to September 2022

• Remote member service

• Zendesk

• Jira

• Confluence

• Email & Phone support

• Excellent customer satisfaction scores

Customer Service Associate

eTeam Inc - Dixon, CA

September 2021 to October 2021

• Resolved customer issues

• Responded to inquiries and issues

• Managed customer accounts

• Conducted customer service surveys

• Remote customer service

• Healthcare

Customer Service Representative

Aerotek - Modesto, CA

January 2021 to March 2021

• Work from home call center representative.

• Inbound calls.

• Unemployment Insurance

Administrative Assistant

Evergreen Arborists, Inc. - Esparto, CA

October 2020 to January 2021

Assistant to Operations Manager.

Customer Service Representative

Wollborg Michelson Recruiting - Rancho Cordova, CA October 2020 to November 2020

Working from home as a call center agent to assist members with claims questions and open enrollment for health insurance.

Uber Driver

Uber - Remote

August 2017 to October 2020

Partner driver for Uber.

Administrative Assistant

Granite Transformations - Fairfield, CA

June 2019 to August 2019

Processing packets for completed work, answering phones to schedule appointments for design consultants, process credit card payments, process remote check deposits, general office duties. Dispatcher/Compliance/Accounting Clerk/Exec Asst

UTL, Inc. - Woodland, CA

September 2017 to November 2018

Dispatch for trucking company in Woodland that provides long haul interstate loads. Process accounts payable, accounts receivable & payroll. DOT compliance. Online Chat Representative

OneUp.com - Telecommute

June 2016 to September 2017

Provide email and chat support for an accounting and ERP application. Schedule Delivery Coordinator

Beehively - Davis, CA

April 2015 to July 2015

Worked as point of contact for entire office & with outside vendors and clients in all areas of scheduling and purchasing, including, but not limited to, estimates, purchase orders, and invoicing. Responsibilities also included telephone and Internet technical support for clients. Resident Manager

PMI - Sacramento, CA

January 2013 to June 2013

Work as property manager for a 32 unit complex in Sacramento. Responsible for all leasing, showing of apartments, scheduling of vendors and all office and accounting work related to the property. Customer Service Representative - Online Banking

Wells Fargo - Concord, CA

September 2009 to November 2009

and 12/08 - 05/09, Salt Lake City, UT

Serve as the first point of contact with existing and potential Wells Fargo customers in a high volume customer contact center. Responsible for assisting clients with inquires related to online financial products and services, identify cross selling opportunities and ensure total customer satisfaction with each call.

Key Accomplishments

● Standard of Excellence goals met or exceeded throughout tenure:

Consistently exceeded established sales and profit goals by over 125%.

Met or exceeded 94% on quality assurance evaluations and adherence metrics.

● Maintained teams lowest average handle time, handling between 70-90 calls per day.

● Received three "E-Ward" certificates for exceptional customer feedback. Contract Technical Support Team Lead - AppleCare iPhone Support Team Persona / Apple Inc - Rancho Cordova, CA

November 2007 to April 2008

Responsibilities included coaching and performance development on a team of 30 phone support agents in addition to handling weekly assigned call volume goal. Daily responsibilities included targeted one- on-one coaching, side-by

side call mentoring, hands-on-training and team-building. Additional duties include a variety of special projects and serving as the acting supervisor in their absence. Key Accomplishments

● Achieved highest score in class upon completion of AppleCare Technical Training course.

● Promoted from agent to team lead within two weeks after training.

● Met or exceeded established customer satisfaction goals through surveys.

● Developed and facilitated extended warranty sales training workshops for entire call center.

● Increased team productivity through ongoing coaching and staff development. Worker's Compensation Insurance Technician

State Compensation Insurance Fund - Fairfield, CA

November 2005 to October 2007

Responsibilities included answering inbound calls from policyholders regarding their accounts, processing research on payments made, withdrawing cancellations on policies when needed, processing renewals and quoting of new policies, and issuing certificates. Key Accomplishments:

● Consistently handled highest volume of calls for entire center at a volume of 100+ per day.

● Regularly expedited processing of assigned policy renewals before deadlines allowing me to assist my peers in achieving their goals as well.

Accounting Clerk

DEB, Inc - Stockton, CA

January 2005 to November 2005

Accounting Clerk for a major construction company based out of San Diego in their Northern California office. Handled all accounting functions related to the Northern California region. Duties included but were not limited to: processing and

coding invoices for payments, entering in weekly payroll, maintaining vendor files, entering lien releases for jobs as received, relief receptionist, processing check payments for subcontractors, and assisting with closeouts on completed jobs.

Project Coordinator

Valley Commercial Contractors, LP - Roseville, CA

July 2003 to September 2004

Project Coordinator for a large general contractor in the Sacramento Area. Initially hired as a receptionist and promoted after one month. Handled all accounting and administrative aspects of jobs that were assigned to me from start to finish. Worked very closely with project managers, subcontractors, vendors, and owners. Worked each job from initial bidding stage to closeout. Normal load was 20 - 25 jobs in various stages at a time.

Education

High school diploma or GED in College preparatory

Ontario High School - Ontario, CA

August 1985 to June 1989

Associate in Business Administration

Independence University - Salt Lake City, UT

Skills

• Accounts Payable (10+ years)

• Accounts Receivable (7 years)

• Customer Service (10+ years)

• Excel (8 years)

• Word (10+ years)

• Quickbooks (7 years)

• Technical Support (10+ years)

• Accounting (10+ years)

• General Office Skills (10+ years)

• Executive Support (6 years)

• Payroll (7 years)

• Meeting Planning (4 years)

• Project Coordination (4 years)

• Workers Compensation (6 years)

• PC (10+ years)

• Mac OS X (10+ years)

• Tax Preparation

• Invoice

• Bookkeeping

• Data Entry

• Sales

• Microsoft Office

• Filing

• MS Office

• Microsoft Word

• AS400

• access

• Billing (5 years)

• Outlook

• credit

• General Ledger (5 years)

• Receptionist (7 years)

• Research (10+ years)

• IOS (5 years)

• Administrative Assistant

• Microsoft Excel

• Scheduling

• Live Chat

• Accounting Software

• General Ledger Reconciliation

• Help Desk

• Account Reconciliation

• Account Reconciliation

• Journal Entries

• Administrative Experience

• Leadership Experience

• Management Experience

• LIHTC

• Property Management

• Tax Experience

• Microsoft Outlook

• Office Management

• Front desk

• Bank Reconciliation

• GAAP

• Computer literacy

• 10 key calculator

• Human resources

• Communication skills

• Recruiting

• Microsoft Access

• Typing

• Clerical experience

• Customer retention

• English

• Time management

Certifications and Licenses

Driver's License

Assessments

Customer Service Skills — Proficient

November 2018

Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Proficient

Accounting: Basic Principles — Highly Proficient

April 2019

Measures a candidate's ability to prepare financial records according to federal policies. Full results: Highly Proficient

Organizational Skills — Proficient

March 2019

Measures a candidate's ability to arrange and manage files or records using a set of rules. Full results: Proficient

Proficiency with Microsoft Office: Mail & Calendar (Mac) — Expert May 2019

Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Expert

Basic Spreadsheet Proficiency with Microsoft Excel — Proficient May 2019

Measures a candidate's knowledge of basic Microsoft Excel techniques, including sorting, formatting, and filtering of columns or rows.

Full results: Proficient

Written Communication — Proficient

April 2019

Measures a candidate's ability to convey written information using proper grammar rules. Full results: Proficient

Cognitive Ability — Proficient

May 2019

Measures a candidate's ability to combine pieces of information to form general rules or conclusions. Full results: Proficient

Proficiency with Microsoft Office: Mail & Calendar (PC) — Proficient May 2019

Using Microsoft Office Mail and Calendar tools to manage workload. Full results: Proficient

Working with MS Word Documents (Intermediate) — Expert May 2019

Intermediate Word techniques, including the use of formatting, Track Changes, and Comments. Full results: Expert

Accounting Skills: Bookkeeping — Expert

May 2019

Calculating and determining the accuracy of financial data. Full results: Expert

Verbal Communication — Highly Proficient

June 2019

Speaking clearly, correctly, and concisely.

Full results: Highly Proficient

Problem Solving — Expert

May 2019

Measures a candidate's ability to analyze relevant information when solving problems. Full results: Expert

Customer Focus & Orientation — Proficient

May 2019

Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Proficient

Personality: Hard-Working — Proficient

June 2019

Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting.

Full results: Proficient

Basic Computer Skills: PC — Expert

May 2019

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Expert

Administrative Assistant — Expert

August 2019

Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Expert

Call Center Customer Service — Highly Proficient

October 2019

Measures a candidate's ability to demonstrate customer service skills in a call center setting. Full results: Highly Proficient

Customer Service Skills — Expert

November 2019

Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: Expert

Receptionist — Highly Proficient

November 2019

Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Highly Proficient

Scheduling — Highly Proficient

November 2019

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Highly Proficient

Attention to Detail — Highly Proficient

November 2019

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Highly Proficient

Project Management Skills: Time Management — Highly Proficient November 2019

Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient

Administrative Assistant — Expert

March 2020

Using basic scheduling, attention to detail, and organizational skills in an office setting. Full results: Expert

Attention to Detail — Highly Proficient

February 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Highly Proficient

Customer Focus & Orientation — Proficient

February 2020

Responding to customer situations with sensitivity Full results: Proficient

Accounting Skills: Bookkeeping — Highly Proficient February 2020

Calculating and determining the accuracy of financial data Full results: Highly Proficient

Delivery Driver — Proficient

January 2020

Interpreting instructions, reading maps, and solving problems. Full results: Proficient

Critical Thinking — Proficient

January 2020

Measures a candidate’s ability to use logical approaches when solving problems. Full results: Proficient

Human Resources Skills: Recruiting — Highly Proficient December 2019

Managing the candidate sourcing and selection process Full results: Highly Proficient

Numerical Reasoning Skills — Highly Proficient

March 2020

Quickly and accurately performing basic mathematical operations, recognizing numerical sequences, and interpreting graphs.

Full results: Highly Proficient

Attention to Detail — Highly Proficient

February 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Highly Proficient

Filing & Organization — Highly Proficient

May 2020

Arranging and managing information or materials using a set of rules. Full results: Highly Proficient

Administrative Support — Highly Proficient

May 2020

Using basic scheduling and organizational skills in an office setting. Full results: Highly Proficient

Basic Computer Skills: PC — Highly Proficient

June 2019

Performing basic computer operations, navigating a Windows OS, and troubleshooting common computer problems.

Full results: Highly Proficient

Customer Focus & Orientation — Proficient

February 2020

Responding to customer situations with sensitivity Full results: Proficient

Customer Service — Expert

May 2020

Identifying and resolving common customer issues

Full results: Expert

HR: Compensation & Benefits — Proficient

November 2020

Knowledge of compensation and benefits programs

Full results: Proficient

Numerical Reasoning Skills — Highly Proficient

December 2020

Quickly and accurately performing basic mathematical operations, recognizing numerical sequences, and interpreting graphs

Full results: Highly Proficient

Business Math — Highly Proficient

August 2020

Using basic math to solve problems in a business context Full results: Highly Proficient

Active Listening — Highly Proficient

August 2020

Actively listening and appropriately responding in conversations Full results: Highly Proficient

Accounting Skills: Bookkeeping — Highly Proficient February 2020

Calculating and determining the accuracy of financial data Full results: Highly Proficient

Attention to Detail — Highly Proficient

February 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Highly Proficient

Customer Service — Expert

May 2020

Identifying and resolving common customer issues

Full results: Expert

Call Center Customer Service — Expert

May 2020

Applying customer service skills in a call center setting. Full results: Expert

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

QUALIFICATIONS PROFILE

Experienced Customer Support Professional

● Experienced in the fields of accounting, customer service and technical support.

● Reputation for exceeding established service, sales and production goals.

● Service-oriented, technically skilled and hardworking team player.

● Expert interpersonal and communication skills.

SKILLS

● Proficient in MS Office Products

● Type 50 wpm

● Data entry 9,000 ksph

● Experience with many different types of accounting software

● Proficient with Internet use

● Trained in both PC & Macintosh systems and programs



Contact this candidate