Customer Service & Administrative Assistant

Cheryl O’Connor

Customer Service Specialist

Warwick, NY 10990 +1-585-***-**** ******.********@*****.*** Professional Summary

Dedicated Customer Service Representative with over 25 years of experience delivering exceptional customer support and resolving complex issues. Known for strong communication and problem solving skills, with a proven ability to build rapport and consistently ensure customer satisfaction. Work Experience

Administrative Assistant

Dean Burnetti Law Saint Petersburg, FL

July 2024 to May 2025

• Owned day to day administrative operations, including phone management, scheduling, and client correspondence.

• Prepared, organized, and maintained legal documents and case files with a high level of accuracy and confidentiality.

• Supported attorneys and legal staff by coordinating office workflows, managing deadlines, and assisting with client intake.

Front Desk Agent

YMCA of St. Petersburg Saint Petersburg, FL

September 2023 to February 2024

• Built positive rapport with members and guests by delivering friendly, professional front desk service.

• Managed check ins, membership inquiries, and phone/email communications in a high traffic facility.

• Supported daily operations, including scheduling assistance, cash handling, and maintaining a welcoming environment. Front Desk Associate

Planet Fitness Henrietta, NY

October 2020 to April 2021

• Built positive relationships with members by providing friendly, professional front desk support.

• Managed check ins, membership inquiries, and phone communications in a fast paced environment.

• Maintained a clean, welcoming facility while supporting daily operations and enforcing club policies. Customer Service Representative

Maximus Call Center Rochester, NY

June 2017 to June 2018

• Proactively handled a high volume of inbound calls, providing accurate information and resolving customer inquiries efficiently.

• Maintained professionalism and empathy while assisting customers with complex or sensitive issues.

• Met or exceeded performance metrics for quality, call handling time, and customer satisfaction. Airport Support Specialist

Continental Airlines Rochester, NY

September 1985 to September 2011

• Delivered escalated technical and operational support, coordinating timely resolution across all levels of service.

• Supervised and led 30 team members; cross-trained across ticket counter, gate operations, flight operations, and ramp services.

• Consistently provided exceptional customer service, with specialized expertise in managing irregular operations and high-pressure situations.

Education

Travel & Tourism (Associate Degree)

Herkimer County Community College Herkimer, NY

August 1980 to June 1982

Skills

Multitasking in Fast Paced Environments Empathy & Patience Front Desk / Call Center Experience Travel & Hospitality Industry Experience Conflict Resolution / De-Escalation Data Entry Accuracy Professional Phone & In-Person Communication Active Listening English Customer Service Excellence Verbal & Written Communication

Languages

English

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

Contact this candidate