Phone Representative Administrative Assistant
Resume:
Christy “Michelle” Lancaster
**************@*****.***
1
Objective To advance career utilizing my extensive administrative experience, escalation, complaint & dispute resolution, and customer service skills in a position which challenges my ability to adapt and learn quickly while providing opportunity for professional growth.
Profile Self-motivated, diligent, detail oriented Administrative Assistant with several years of experience in various administrative and customer service roles in a professional office and remote settings.
Excels at multi-tasking in a fast-paced environment, completing projects under pressure within time and budget constraints, Excellent problem solving and complaint resolution abilities.
Superior telephone, customer service and computer skills with proficiency and certifications in all Microsoft Office programs.
Experience Complex Care Solutions/Inovalon August, 2014 - Present Escalations Lead
• Providing resolution support for member satisfaction and complaint issues
• Attending to, investigating, documenting and routing customer complaints
• Providing technical and administrative support to clinical providers while in the field
• Correcting scheduling and calendar issues for medical providers working in field
• Identifying and providing coaching suggestions to supervisors regarding agent errors, and learning needs.
• Maintain high quality outside and inside communication. ACS/Xerox Ryder Customer Response Center May, 2013-Aug, 2014 Customer Care Phone Representative/Shift Lead
• Receive inbound calls from clients who are experiencing emergency vehicle breakdowns
• Locating and dispatching appropriate service to clients
• Follow up and assurance of service delivery
• Team Coach/Lead responsibilities including monitoring floor procedure, quality assurance and time management of call center representatives Christy “Michelle” Lancaster
**************@*****.***
2
State of Tennessee Department of Education, 1997-2011
(Positions of increased responsibility)
Administrative Assistant
Responsible for all division grant and contract writing as well as invoice payments and follow-through.
Provide administrative support to entire office including but not limited to event planning, minute taking, customer service, communications and reporting.
Coordinate and maintain attendance and leave records on 40+ employees.
Compilation, layout and editing of Quarterly Divisional Newsletter.
Provide administrative support to staff within the Division of Special Education by receiving and/or routing calls, daily office duties including word processing, meeting planning and organization as well as report and presentation preparation.
Maintain division office equipment including ordering supplies and filing maintenance requests.
Collect and assemble data for federally monitored programs and services.
Obtain requests/coordinate for professional development and direct scheduling of instruction for office staff.
Organize and oversee annual conferences and events References Calvin Burden, Director Private Schools/Incarcerated Youth TN Department of Education, Division of Special Education ******.******@**.***
615/585-4659
Joseph Fisher, Assistant Commissioner
TN Department of Education, Office of College & Career Readiness ***.******@**.***
615/741-2851
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