Customer Service Representative

Lori K. Rost

Lawrence, KS ***** 785-***-**** ******@******.***

KEY SKILLS

Office Management

Records Management

Bookkeeping and Budgeting

Accounts Payable and Receivable

Customer Service

Supervisor/Manager Experience

Vendor Coordination

Meeting Planning and Preparation

Spreadsheet and Database Creation

Expense Reduction

Daily Banking

Staff Training

OFFICE MANAGER & CUSTOMER SERVICE EXPERIENCE

Supervisor

Maximus LLC/Child Support Services, Lawrence, KS

November 2014- Present

Currently supervise a team of 12 Case Workers, who manage 15,000 child support cases

Lead weekly team meetings for check-in and support

Greet walk-in clients and maintain high level of customer service

Track attendance, as well as audit and complete timecards with no errors

Interview new applicants and recommend them for hire

Monitor team goals relating to attendance, performance, and motivation

Coordinate with management team on special projects relating to contract and events

Attend management meetings weekly to stay up to date with current procedures Customer Service Representative

General Dynamics Information Technology/Maximus LLC, Lawrence, KS June 2013-November 2014

Assisted with application and enrollment into Affordable Care Insurance

Provided exceptional customer service for up to 30 clients per day

Answered questions, logged phone calls, and interacted successfully with customers

Consistently recognized for professionalism and efficiency

Escalated calls as needed for further research and evaluation Office Manager

Wheatland Property Management, Topeka, KS

June 2004-January 2013

Displayed proficient ability to work autonomously by taking on both leasing agent and office manager roles—thus, decreasing office expenditures

Maintained accounting and database records for over 800 customers

Developed efficiency workflow processes that made it possible to accommodate increasing responsibilities, as we went from 9 homeowners’ associations to 19 during my time here

Designed 19 different budgets for each of the HOA Board of Directors

Interacted successfully with clients—resolving service and billing problems

Explained homeowners’ association procedures and policies

Responsible for accounts payable/receivable, daily banking, and monthly reconciling of accounts

Consistently recognized for promptness and professionalism Lori K. Rost

Lawrence, KS 66044 785-***-**** ******@******.*** OFFICE MANAGER & CUSTOMER SERVICE EXPERIENCE

Director of Finance

Kansas Technology Enterprise Corporation, Topeka, KS August 1995-May 2002

Interacted successfully within a team environment while answering to CEO, Board of Directors, and Legislators

Prepared, monitored and completed annual budget of $15,000,000 by interpreting and meeting the needs of the legislative budget requirements

Presented at and attended quarterly Board of Director meetings to advance company policies

Successfully translated State of Kansas accounting functions from paper to automated and online resources, while simultaneously working closely with the IT personnel and department

Facilitated and received clean audits yearly from Ernst & Young

Worked with State of Kansas Legislative staff to present and answer questions on procedures

Supervised and coached the accounting technician to ensure she was achieving her goals Lead Accounting Technician

Office of Judicial Administration, Topeka, KS

March 1985-August 1995

Worked efficiently with a team of four employees to achieve all finance/accounting duties

Audited and reimbursed employee travel accounts for all 105 counties in the state

Aided in the development of the annual budget while working closely with manager

Assisted with processing the payroll of over 1,000 State of Kansas employees

Helped count the annual inventory and assisted in the mail room when needed EDUCATION

General Business Degree

Platt Technical Business College, Topeka, KS

Completed in December 1981

PERSONAL SKILLS

Strong penchant for multi-tasking and working under pressure while remaining detail-oriented

Phenomenal people skills coupled with a steadfast work ethic and firm belief in getting the job done right the first time

Positive personality with ability to expand skills, be flexible, and adapt to situations well

Proven leadership results demonstrated through consistent ability to effectively problem-solve and rise to meet any challenge

Advanced computer skills in MS Office Suite, QuickBooks, and other applications and systems; quick learner for new software

Fair, empathetic, respectful, and effective team member who is dedicated to and passionate about this field

Enjoys meeting new people, creating new partnerships, and striving to achieve company goals Lori K. Rost

Lawrence, KS 66044 785-***-**** ******@******.*** PROFESSIONAL REFERENCES

Catherine Barker (Colleague at Maximus Child Support Services) Staff Attorney

Maximus Child Support Services

Topeka, Kansas

***************@*******.***

Janet McGillivary (Colleague at Maximus Child Support Services) Legal Assistant

Maximus Child Support Services

Topeka, Kansas

****************@*****.***

Alan Weis (Co-worker at Kansas Technology Enterprise Corporation) Director of Information Technology

State of Kansas Topeka, Kansas

**-****@***.***

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