Customer Service Administrative Assistant
Resume:
Shannon D. Leahy
King of Prussia, PA 19406
Mobile: 610-***-****
Email: ********@***.***
Professional Profile
A results-oriented Customer Service/Administrative Professional with a proven track record of dependability, performance and strong work ethic in multiple services industries. A dedicated team member with extensive knowledge and experience in processing applications, entering orders, working with sales associates, administrative processes, and investigating applicant history. Comfortable using a broad range of communication styles, and ability to choose appropriate, effective ways to communicate to different audiences in diverse situations. Known for combining excellent communication and interpersonal skills with dedication and enthusiasm to consistently achieve goals. Ability to work well with all levels of management and staff, as well as with various clients and vendors. Recognized for ability and skill in assisting customers and colleagues with projects, problems, and providing effective solutions.
Immediate Availability
Professional Experience
RECOVERY CENTERS OF AMERICA, KING OF PRUSSIA, PA 2024-PRESENT ADMINISTRATIVE ASSISTANT
Process all incoming mail and all UPS shipments.
Welcome guests and clients by greeting them, in person or on the telephone; answering or directing inquiries, and maintains a high level of customer service in all internal and external communications.
Maintains confidentiality, to include managing HIPPA and other consent forms.
Organizes and maintains files, records, training certificates, and calendars.
Prepares correspondence, reports, and presentations, books conference rooms.
Maintains office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies; verifying receipt of supplies.
Contributes to team effort by assisting with projects as needed.
Manages processing of newly hired staff.
Send all discharge letters (inpatient and outpatient) twice a week.
Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer’s instructions; troubleshooting; calling for repairs; maintaining equipment inventories.
Assists Marketing with social media engagement by monitoring and scheduling posts, ensuring accuracy of information provided.
Ensures website is up to date and handles PR Placement Blogs.
Monitors Google Reviews for all facilities and ensures responses are provided to valid entries; alerts superiors of any negative feedback received; and works to remove improper reviews. AJR ENVIRONMENTAL/LT&B, EAST NORRITON, PA 2021-PRESENT OFFICE ASSISTANT
Scan and process all incoming mail.
Enter all business bills and credits into QuickBooks
Apply all vendor, customer, and rental check and cash payments into system.
Create customer files once signed proposals are received.
Prepare and process all bank deposits for both businesses.
Print vendor checks and payroll checks weekly.
Enter employee hours in systems and process payroll. JAXX TOWING & SALVAGE LLC, EAST NORRITON, PA 2020-2021 OFFICE MANAGER
Handled phone calls and payments from customers.
Invoice processing.
Accounts Payable and Accounts Receivable
Bank Reconciliation
Created and maintained spreadsheets to keep track of business expenses, business income and payroll.
Maintained Confidentiality
Organizational Capabilities
Created and maintained social media pages.
Account Management
Organized and maintained files and records.
MICHELLS, KING OF PRUSSIA, PA 2017-2020
CUSTOMER SERVICE ASSOCIATE
Worked with multiple annual, perennial, vegetative, and seed vendors to complete orders for numerous customers in Pennsylvania, New Jersey, Ohio, Georgia, and Florida.
Handled all accounts for sales reps as they traveled and visited customers in their territories.
Provided the highest quality material from top breeders and producers, while providing exceptional personal service and customer communication.
Always made product quality and service a top priority.
Created, processed, followed up, and completed all claims submitted by customers and sales reps.
Researched current availability, with multiple vendors, when special requests were asked of us – either via website (Picas), Excel spreadsheets that were emailed to us, or over the phone.
If requested by customer or sales rep, researched tracking information via Fed Ex, UPS, or USPS
HIBU, KING OF PRUSSIA, PA 2016-2016
DIGITAL SERVICE CONSULTANT
Responsible for the intake interview for the customers who wanted to create websites. Collected all necessary company information including vital business contact information, products, services rendered, pricing (if necessary), hours of operation, officer contact information, years in business, and template style and colors wanted for website.
Handled accounts until the website went live and the customer was satisfied.
Once the website came back from the writers/designers, website was reviewed to make sure all requested information was included, changes/updates were done to ensure that the customer would be satisfied, and then the proof link was emailed to the customer. The customer would then be contacted by phone and reviewed. If additional changes were necessary, they were completed at the time of the proof call.
Once customer was satisfied with website, would work with the Web Product Support and the Domain team to get the website up and running.
Worked in a phone queue for two shifts per day and also took scheduled calls through a system called Agendize.
Made follow up calls to customers when waiting for assets and also throughout the 5 day proofing process.
IRON MOUNTAIN, ROYERSFORD AND COLLEGEVILLE, PA 2010-2015 TASK CSA I NA, TASK MEDICAL, AND TASK SMB TEAMS AND ISSUE RESOLUTION
Responsible for the coordination, monitoring, control, and resolution of escalated customer requirements for all Iron Mountain service lines.
Analyze internal requests for customer support through system tools, market team members and implement solutions.
Ensure that customer requirements are resolved in accordance with service level agreements and performance metrics.
Also responsible for researching requests that do not typically get assigned to a specific territory and completing the request within the Service Level Agreements.
Complete customer proprietary Special Reports and Inventory Analysis requests for customers.
Review reports and make appropriate decisions around support improvement plans.
Edit/update customers’ secure account profiles – included, but limited to department name, addresses, and authorized users.
Independently set up and support customers on IMConnect.
Lead and manage account changes such as inventory, data, IMConnect, and billing consolidations, establishing departments, including account maintenance and record classification projects.
Receive and resolve customer invoice and billing related questions, in coordination with the Administration Team.
Interacts with Supervisor, Manager, Account Manager, Enterprise Account Manager and other departments for purpose of resolving customer concerns and needs.
Ensure all interactions with customers (both internal and external) are professional and courteous.
Ensure prompt completion of all service requests in accordance with Service Level Agreements.
Appointed Notary in January 2013; Commission expired January 2017. KING OF PRUSSIA PHYSICAL THERAPY, KING OF PRUSSIA, PA 1999-2017 MEDICAL BILLING AND FRONT DESK/RECEPTION (PART TIME)
Process accounts receivable.
Handle incoming patients (new and current)
Answer phones
Collect co-pays.
Schedule appointments
Pull patient charts.
Verify insurance coverage.
Training and Development
Leadership Skills Training
Consolidation (Data, Invoice, IMC)
Data Integrity
Customer Service
Records Management
Teamwork
RCA Academy (training specific to Addiction & Behavioral Health Professionals):
Focus on Fentanyl
ADHD and Substance Use: Facts, Myths, and Treatment
Cognitive Processing Therapy in Outpatient SUD Treatment Community Involvement
Volunteer – Ladies Guild, OMS Church/St. Augustine, Volunteer Education
Associate’s Degree – Applied Science/Early Childhood Education, Mongomery County Community College, 1996
Additional courses taken in Business and Computer Programs Shannon Leahy 610-***-**** (cell) ********@***.***
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