Senior Customer Service & Administrative Support Leader

Mary Davis

Customer Service Professional • Client Relations • Administrative & Accounting Support

************@*****.*** 334-***-**** Montgomery, AL 36116

PROFESSIONAL SUMMARY

Customer service professional with 25+ years of experience managing high-volume client interactions, resolving complex customer issues, and delivering consistent service excellence in fast-paced environments. Maintained a 99% customer issue resolution rate across a 25-year tenure at Alabama Public Television, managing inbound and outbound communications for a statewide broadcasting organization. Skilled in CRM systems, financial reconciliation, accounts receivable and payable, and administrative support. Combines a genuine commitment to client satisfaction with the organizational discipline to keep records, reports, and follow-through consistently accurate. Proficient in Microsoft 365, Google Workspace, Salesforce, QuickBooks, and NetSuite.

CORE COMPETENCIES & KEYWORDS

Customer Service & Relations

–Inbound & outbound call handling

–Customer issue resolution & de-escalation

–Client retention & relationship management

–Customer satisfaction & service level standards

–Multi-line phone systems & call routing

Accounting & Financial Support

–Accounts receivable & accounts payable

–Financial reconciliation & data validation

–Expense management & reporting

–Payroll processing & tax compliance

–QuickBooks & NetSuite

Administrative Support

–CRM systems (Salesforce)

–Data entry & records management

–Scheduling & calendar coordination

–Correspondence & report writing

–Document management & filing

Technology

–Microsoft 365: Word, Excel, Outlook, Teams

–Google Workspace: Docs, Sheets, Drive, Gmail

–Zoom & Microsoft Teams

–Microsoft Power Automate

–SharePoint & AS400

WORK EXPERIENCE

[Current Employer — Available Upon Request]

Customer Service / Administrative Assistant

Montgomery, AL 2025 – Present

Manage all inbound and outbound customer communications via multi-line phone system, email, and in-person interactions

Resolve customer inquiries, complaints, and service issues promptly, ensuring satisfaction and retention

Process purchase orders and verify insurance documentation, applying financial accuracy to every transaction

Maintain organized client records using CRM tools and document management systems

Coordinate scheduling and calendar management for leadership, minimizing conflicts and maximizing efficiency

Support accounts payable processing and financial reconciliation for accurate record keeping

Alabama Public Television (APT)

Customer Service Lead / Administrative Assistant / Office Manager

Montgomery, AL July 2000 – September 2025

Primary customer-facing representative and administrative backbone for a 50-person public broadcasting organization for over 25 years.

Achieved a 99% monthly customer issue resolution rate by actively listening to concerns, de-escalating difficult situations, and following through on every commitment

Managed high-volume inbound and outbound calls on a multi-line phone system, serving as first point of contact for viewers, partners, and vendors

Built and maintained long-term client and stakeholder relationships that supported organizational reputation and retention

Handled accounts receivable and accounts payable processing, maintaining accurate financial records with zero tolerance for discrepancy

Processed payroll for 50 employees including paycheck issuance, payroll tax compliance, and benefit record maintenance

Reconciled financial data and prepared expense reports and financial summaries for leadership review

Managed customer and vendor correspondence, drafting professional written communications on behalf of leadership

Utilized Salesforce CRM, NetSuite, and Microsoft Office to track interactions, manage accounts, and maintain data integrity

Coordinated with internal departments to resolve escalated customer and operational issues efficiently

Trained staff on customer service protocols, communication standards, and issue resolution procedures

EDUCATION

Sinclair College

Bachelor of Science, Business Administration

Dayton, OH

CERTIFICATIONS & LICENSES

Valid Driver's License Expires August 2030

References available upon request.

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