Administrative Support & Customer-First Specialist

A D M I N I S T R A T I V E S U P P O R T + C U S T O M E R - F I R S T M I N D S E T

Detail-oriented administrative specialist with over 10 years of experience in records management, payroll support, customer service, and operational coordination across corporate, government, and service-oriented industries. Skilled in handling confidential data, ensuring compliance with regulations, and optimizing administrative workflows. Known for problem- solving, precision in data entry, and the ability to maintain accuracy in high-volume environments. Demonstrated ability to support management teams, coordinate scheduling, and improve workflow efficiencies. Ready to transition into a city, county, or police department administrative role, leveraging expertise in document review, operational support, and client service.

Expert in records management, compliance, and confidential data handling. Able to communicate important information in person and via written communications.

Proficient in payroll systems, dispatch logistics, and administrative coordination. Utilize Microsoft 365 (Word, Excel, PowerPoint, Outlook, Access), Salesforce/Workforce, and remote-work tools (MS Teams, Zoom). P R O F E S S I O N A L H I S T O R Y

Payroll Customer Service Client Support Research Process Training Prioritization Manage a book of business of approximately 90 clients, delivering exceptional service and ongoing support. Coordinate and facilitate web-based meetings and phone consultations as needed to address client needs. Serve as a dedicated advocate for clients and internal departments from post-onboarding through long-term maintenance and retention, ensuring a seamless experience and sustained client satisfaction.

• Liaison between client and internal operations to ensure a positive working relationship with assigned book of clients.

• Work with internal teams, clients, and agents to achieve a high rate of client retention.

• User set-up and training of our client facing web-based payroll and custom reporting software.

• Work proactively to facilitate solutions as challenges present themselves.

• Maintain open communication with internal teams as needed to address clients’ needs and questions.

• Tracking and completion of team projects and initiatives.

• Review weekly reports to assist with client retention efforts.

• Review of monthly reports to analyze trends.

• Track client repricing requests to ensure timely responses.

• Analyze data and review procedures and policies to determine answers to clients' questions.

• Coordinate the resolution of client issues.

• Perform administrative support tasks, as needed, by the Client Relations team. R O B E R TA K E I T H

San Tan Valley, AZ 85144 480-***-**** ********@*****.*** LinkedIn TARGET: ADMINISTRATIVE SPECIALIST

10+ YEARS SUPPORTING OPERATIONS, RECORDS, & PUBLIC-FACING SERVICES Client Relation Specialist Vensure Payroll Solutions June 2025 - April 2026 R O B E R TA K E I T H - PA G E 2

Customer Interaction Customer Service Client Support Research Process Training Prioritization Provide client support in a fast-paced B2B software company, assisting businesses by triaging, troubleshooting, and resolving issues related to payroll processing. Translate technical concepts into clear instructions, escalating complex cases as necessary to the internal IT team. Ensure compliance with company policies and payroll regulations while managing time-sensitive cases with strict 3–4-day turnaround for resolution. Cross-trained as a specialist for web, chat, and phone teams.

• Resolve 50+ client cases daily, including payroll system errors for small, medium, large, and high-profile businesses.

• Train and educate users on payroll processes, timekeeping, and self-service functionality to improve navigation. Answer questions for offshore agents who call with questions related to reporting, time off, PTO accruals, and taxes.

• Collaborate with IT teams and serve as a liaison, relaying options and solutions between internal IT team and clients.

• Ensure compliance with payroll protocols, responding to inquiries on reporting, tax calculations, and payment processing.

Quality Standards Maintaining Confidentiality Customer Escalations Document Management Policies & Procedures Managed high-volume inbound calls for a national mail-order pharmacy, providing customer support, handling confidential prescription data, and ensuring compliance with HIPAA regulations. Assisted customers and provided guidance as they navigated medication orders, insurance verification, and benefit inquiries, troubleshooting escalated cases. Started as a pharmacy inbound representative, transitioned to a senior representative role in 2016, and started working remotely in 2017. Promoted to a level II rep because of ability to listen and build rapport with customers while efficiently resolving client calls.

• Processed 70-80 calls per day, assisting customers with prescription refills, benefits verification, and shipment.

• Demonstrated leadership skills. Introduced team to Salesforce CRM. Trained and mentored 3 new hires.

• Expedited urgent medication orders, coordinating with pharmacists and providers to process high-priority cases. Administrative Support Supply Chain Coordination Office Management Attention to Detail Complex Multitasking Oversaw administrative and timekeeping functions for a major electrical contracting firm working on large-scale hospital and semiconductor facility projects, switching from Banner Desert Hospital to Intel in 2009. Supported 1-3 superintendents, 3 project managers, and 10 foremen, as well as anticipating the needs of the head project manager and others. Maintained compliance with financial regulations and kept the office running smoothly by managing project documentation.

• Processed timekeeping for 300+ electricians, calculating hours for field employees. Sent verified timecards to payroll department, ensuring accuracy with manager sign-off for 100% on-time submissions

• Designed a filing system that introduced electronic tracking of blueprints, purchase orders, and invoices.

• Coordinated office operations, ordering supplies, petty cash, project management scheduling, and running errands.

• Trained a new assistant in payroll and timekeeping, with goal of seamless workflow continuity. Logistics Scheduling Dispatch Operations Inventory Management Cash Handling Record-Keeping Clerical Work Provided administrative support for the manager and sales manager at a regional recycling plant. Processed transactions and handled shipment logistics. Ensured smooth operations for inbound/outbound truckloads and maintained accurate tonnage records for 5-8 trucks coming in/going out daily. Facilitated meetings and lunches for a 6-member office team and 5-6 drivers.

• Scheduled and coordinated truck dispatch for 5-6 drivers, optimizing bin pickup routes for efficiency. PROJECT ADMINISTRATIVE ASSISTANT Delta Diversified Enterprises, Inc. Tempe, AZ 2008 – 2013 ADMINISTRATIVE ASSISTANT Abitibi Consolidated Paper Recycling Division Chandler, AZ 2005 – 2008 SENIOR REPRESENTATIVE Humana Mail Order Pharmacy Tempe, AZ 2013 –2022 PAYROLL CUSTOMER ADVOCATE PAYCOR Remote June 2022 – Present R O B E R TA K E I T H - PA G E 3

• Weighed and processed truck shipments, generated bills of lading, and verified inventory accuracy. Ordered 8-10 additional trucks from a carrier to move 300+ tons of cardboard from warehouse to offsite facilities each month.

• Processed public recycling transactions, reconciled petty cash, and ensured financial accuracy in daily operations. Greeted 30-50 customers daily, answering questions and handling cash payouts. Problem Solving Warranty Claims Management Vendor Negotiation Scheduling Policy Compliance Teamwork Ranked as top performer out of 15 personnel for customer service and product knowledge. Served as a major window manufacturer's primary warranty service coordinator, handling customer claims, scheduling technician visits, and managing vendor relationships. Maintained strong customer satisfaction by resolving issues efficiently.

• Dispatched technicians to fulfill warranty claims and coordinated replacement orders with correct measurements.

• Managed customer inquiries, ensuring compliance with warranty terms and policies.

• Earned the largest service territory within 12 months, recognized for strong vendor relationships and efficiency. E D U C A T I O N & C E R T I F I C A T I O N S

Computer Certificate Heald College San Jose, CA Administrative Assistant Certificate Covey Seminar High School Diploma Fremont High School Sunnyvale, CA SERVICE COORDINATOR Milgard Windows Hollister, CA 2002 – 2005

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