Detail-Oriented Administrative & Customer Support Professional

Michale Russell

Altoona, IA *****

Summary:

• Detail-oriented and highly organized professional with over 15 years of experience in customer support, call handling, administrative coordination, and account management across high-volume environments.

• Proven ability to manage inbound and outbound calls, resolve customer inquiries and complaints, and maintain accurate records while ensuring compliance with company policies.

• Skilled at scheduling, billing, fraud investigation, and data processing with strong attention to detail and confidentiality.

• Recognized for providing exceptional client service, supporting operational efficiency, and collaborating effectively with teams to meet performance goals.

Education/Certification:

High School Diploma 2000

Roosevelt High School – Des Moines, IA

Skills:

• Call Handling

• Customer Support

• Account Management

• Data Entry

• Fraud Investigation

• Billing Coordination

• Appointment Scheduling

• Record Keeping

• Compliance Adherence

• Issue Resolution

• Team Collaboration

• Payment Processing

• High-Volume

• Documentation Accuracy

• Client Communication

Work Experience

Mike Cleaning Services – Des Moines, IA Jul 2007 – Present Customer Staff Secretary

• Answer and direct a high volume of inbound and outbound calls, providing professional and courteous assistance to clients and staff.

• Schedule and confirm cleaning appointments, coordinating with teams to ensure timely service delivery.

• Maintain client records, service logs, and billing documentation with accuracy and confidentiality.

• Prepare invoices, process payments, and assist with account reconciliations as needed.

• Respond to customer inquiries, resolve service-related issues, and follow up to ensure satisfaction.

• Support management in preparing reports, correspondence, and schedules for daily operations.

• Coordinate staff schedules, track attendance, and communicate changes or updates promptly.

• Perform general administrative duties such as filing, data entry, and email correspondence to support office efficiency.

• Self-motivated, with a strong sense of personal responsibility. United States Post Office – West Des Moines, IA Jan 2018 – Jan 2019 Mail Processing Clerk

• Sorted, organized, and processed incoming and outgoing mail according to established postal procedures and delivery routes.

• Operated mail-sorting machines and scanners to ensure accurate data entry and efficient mail distribution.

• Handled a high volume of mail and packages in a fast-paced environment while meeting daily production and accuracy goals.

• Assisted customers and postal staff by resolving mail discrepancies, tracking issues, and ensuring timely delivery of correspondence.

West Asset Management – West Des Moines, IA Jan 2015 – Jan 2016 Fraud Specialist

• Investigated suspected fraudulent activities on customer accounts and flagged suspicious transactions.

• Reviewed account statements, transaction histories, and documentation to identify inconsistencies and potential fraud.

• Collaborated with internal teams and external agencies to resolve fraud cases and implement corrective actions.

• Communicated findings and case status to management and, when necessary, to customers in a professional manner.

• Updated and maintained accurate records of investigations, ensuring compliance with company policies and regulatory requirements.

• Provided recommendations to prevent future fraudulent activities and improved detection procedures.

• Handled high volumes of inquiries and reports while maintaining attention to detail and confidentiality. CBE Group – Cedar Falls, IA Jan 2006 – Jan 2007

Collection Agent

• Handled a high volume of inbound and outbound calls to contact customers regarding past-due accounts and payment arrangements.

• Negotiated payment plans and settlements while maintaining compliance with federal and state collection regulations.

• Updated and documented customer account information accurately in the system after each interaction.

• Resolved billing disputes and provided detailed explanations of account balances, ensuring professionalism and confidentiality in all communications.

• Followed consistently with customers to ensure adherence to agreed-upon payment plans.

• Identified and escalated high-risk accounts or complex cases to management for further action.

• Collaborated with team members to meet departmental collection targets and maintain high performance metrics.

• Provided exceptional customer service while maintaining a firm yet professional approach in recovering overdue balances.

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