Administrative Support Specialist with Billing & Customer Care
Resume:
Susan Ciavattone
Norwood, Ma **062
(781)- 762-6062
***********@*****.***
EXPERIENCE:
Yale Electric 08/2009 – 09/12/2024
Receptionist/Billing Assistant
• Compile records of charges for services rendered or goods sold, calculate
and record amounts of these services and goods, also prepared invoices to be sent to
the customers.
•Prepare submittals and operating manuals for clients
•Enter orders into the system
•Order office supplies
•Answer incoming calls and Emails
•Distributed Mail daily
•Mailed and Emailed invoices to Customers/Vendors
•Assisted accounts payable/receivable when needed
•Maintained filing system
•Excel spreadsheets
Gryphon Networks Corporation 09/2000 –07/2007
Client Administrator/Team Lead
•As Team Leader for the Gryphon Client Services Group, whose services impact U.S. operations
of Gryphon Networks Corporation, provided direction and team support management for wide-range of customer care services to include level 1 and level 2 escalation support, service
implementation and training and mentoring of Helpdesk representatives. Work included providing fast resolution, effective communication internally with Engineering Level 3 support and externally to high level executive customer contacts.
•Trained in customer care soft skills, all related
software applications, products, services and procedures.
•Coordinated escalation management activities with Account Personnel from Sales, System
•Engineering, and Customer Service to ensure all customer needs were met while
continually growing relationships within the accounts
•Identified, facilitated and routed all technical queries and problem resolution from the
customer/field to Engineering to ensure the fastest resolution to customer issues
• Provided administrative support to Director of Customer Care to ensure all customer
related initiatives and projects were delivered on time
•Escalation specialist, provided exceptional support to Gryphon’s top accounts, building
relationships and customer loyalty
•Team Mentor, delivering knowledge transfer to all new Helpdesk employees consistently
ensuring faster time to employee productivity and expedited ramp up
•Worked with customers on billing and payment issues
•Act as implementation and provisioning specialist for all assigned new accounts, and work
with Global Account Executive during the implementation process
•Demonstration and training for all Gryphon products and services via telephone when
necessary
•Work with new clients to ensure delivery of data in proper format and content to Gryphon
• Track and report all new client feedback to Marketing and Engineering
• Respond to incoming calls from clients seeking service resolution(s)
•Coordinate requests for information and data from outside contacts
•Facilitate opening new accounts while working closely with sales on web based products
•Main point of contact of incoming email inquiries
•Inside point of contact for problem resolution and research
•Assist with other duties as required
• Support Global Account Executive service initiatives with current client base
•Respond to incoming calls from clients seeking service resolution(s)
•Coordinate requests for information and data from outside contacts
•inside point of contact for problem resolution and research for Gryphon sales
•Assist with other duties as required
•Answer inbound customer inquiries for all queues and work to resolution with the
appropriate departments. Track and document issues, and provide customer with follow up
on resolution
•Support Global Account Executive service initiatives with current client base
Work with Team Leaders and fellow team members to ensure client satisfaction and
support of Gryphon initiatives
•Demonstration and training for all Gryphon products and services via telephone when
Necessary
Skills:
•Microsoft Word, Excel and Outlook
•Problem Solving Skills
• Knowledge of multiple operating systems
Contact this candidate