Customer Service Executive Assistant

CHARLENE JAMES

**** ***** **** **, *********, NC 28262 (H) 704-***-**** (C) 704-***-**** ********@*****.***

Qualifications Summary

Skilled and dedicated Executive Assistant with more than 12 years’ experience coordinating, planning, and supporting daily operational and administrative functions.

Demonstrated capacity to provide comprehensive support for executive-level staff; excel at

scheduling meetings, coordinating travel, and managing all essential tasks.

Proven track record of accurately completing research, reporting, information management,

and marketing activities with demanding time frames.

Highly focused and results-oriented in supporting complex, deadline-driven operations.

Proficient in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), Visio, Windows and Mac, type 60 wpm with accuracy.

Professional Experience

International Business Machines (IBM) 1996 – 2010

Audit Coordinator / Licensing, Charlotte, NC 2007 – 2010

Coordinate schedules for audit responses and files. Create and maintain an audit tracking system., to ensure deliverables are tracked and complete for all audit related activities. Requests surety bonds.

Enter invoices into the accounting system to have checks generated for state licensing and supplier’s fees for management approvals and mailed checks.

Process Secretary of State Annual Reports, licensing annual, bi-annual, and quarterly reports for multiple states.

Process Surety Bond Requests and Certificates of Authority.

Executive Assistant to President / Director, Charlotte, NC 2004 – 2007

Provide Administrative support to the Director and 4 other executive in the organization. Schedule all travel arrangements including air and ground transportation, hotel accommodations and dining reservations. Prepare and submit expense reports utilizing the corporate online reporting system. Schedule on and off site meetings and arrange for room, audio-visual equipment and catering as needed. Maintain the calendars for Executives and provide timely updates on changes as required. Assist with onboarding of new hires.

Process payment requests.

Complete projects and special assignments on time while exceeding expectations.

Order Suppies

Account Maintenance Coordinator / Senior Agent, Charlotte, NC 2000 – 2002

Provide 2nd level support for the customer care and sales teams to maintain customer satisfaction. Report complete outbound telemarketing sales and fulfillment to the management team. Post payments and payment methods in BANNER and balance customer accounts.

Coach and mentor (15) team members resulting in improving productivity and performance.

Implement action plans to assist team members in meeting higher standards of performance and product knowledge.

CHARLENE JAMES PAGE TWO

Senior Analyst, Research Triangle Park, NC 1996 – 2000

Provide software, hardware and mainframe support for IBM internal and external customers. Assist customers with software installation, system hardware configurations, printer setups, and Lotus Notes administration.

• Meet and exceed SLA by taking at least 30 calls per day.

• Consistently help customers on the first time fix.

• Coordination of United Way drive resulted in 100% participation.

Computer Skills

Windows 2007, Microsoft Word, Excel, PowerPoint, Access, VISIO, Publisher, Adobe, Photoshop, Outlook Express, scanning technology; HTML; website development, internet proficient

EDUCATION:

BS, Biology, Claflin University, Orangeburg, SC

Currently enrolled, HIT Program, CPCC, Charlotte, NC

AWARDS / RECOGNITIONS:

"World Class Customer Service" Award for outstanding performance

NCO World Class Award for exceeding average calls per hour from 30 – 40 calls per day

NCO Team Award, for assisting with retrieving information and reducing calls in the que

LICENSES AND CERTIFICATIONS:

Notary Public

Notary Signing Agent

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