Customer Service Administrative Assistant

SANDRA J. HEYER

*** **** ****** | Elmhurst, IL **126 | 630-***-**** | 630-***-**** | **********@*****.***

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Meeting Coordination | Scheduling | Calendar Management | Event Planning | Travel Arrangements

Customer Service | Financial Oversight | Expense Reports | Invoicing/Billing | Vendor Relations

Data Entry | Reception | Inventory Control | Payroll | Loss Prevention | Contract Negotiations

- QUALIFICATIONS SUMMARY -

Dedicated and hardworking administrative professional with 15+ years of experience and a proven history of success coordinating administrative operations and providing superior support including supporting executives and enabling them to focus on achieving strategic goals and corporate missions. Strong customer service background and dedicated to 100% client satisfaction. Computer savvy and proficient in Microsoft Office Suite. Track record of proactively taking on additional tasks and projects.

Friendly and positive team player and natural leader with experience hiring and training employees

Excellent communication and interpersonal skills to easily establish trusting rapport with others

Places a premium on multitasking, organization, planning, time management, and attention-to-detail

Excels at anticipating needs and thinking “outside the box” to implement process improvements

- PROFESSIONAL EXPERIENCE -

Administrative Assistant, CargoWise 10/07 – 4/11

Prioritized workflow and provided key clerical support including preparing training class materials and verifying training in the U.S. and Europe. Scheduled meetings and ordered catering for training classes in Schaumburg and London. Managed busy calendars for ten trainers. Coordinated domestic and international travel. Reviewed and processed vendor invoices for payment. Coordinated monthly team meetings and transcribed meeting minutes. Ordered supplies and materials for training classes. Processed expense reports for the entire training team. Approved requests for sick leave and vacations.

Increased efficiency by developing administrative procedures and creating operational handbooks

Researched and secured a new travel agent in London and a new travel agent for the United States

Acquired a new car service company for the office located in Schaumburg and the office in Phoenix

Maintained all department equipment (including fifteen training machines and twelve projectors)

Executive Administrative Assistant, American Home Mortgage 4/03 – 8/07

Provided essential executive-level support to the Chief Learning Officer. Coordinated executive travel. Processed executive travel expense reports and expense reports for the entire training team. Managed the CLO’s busy calendar and scheduled appointments. Coordinated all logistics for offsite meetings and created meeting materials. Traveled to New York every other week to assist the CLO. Managed internal departmental calendars and coordinated all training sessions. Monitored finances (P&L) and maintained the department budget. Controlled inventory and ordered supplies and materials for training classes.

Provided versatile support in the CLO’s move from Chicago to New York (coordinated the moving of home furnishings; arranged insurance for vehicles and home; arranged doctors and schools)

Created a confirmation process and a travel process for new employees required to participate in training sessions (including flights, hotel, ground transportation, and daily meals)

Implemented a system to track all software and hardware ordered for the training staff

Collaborated with the IT department to transfer old licenses and equipment to new training staff

Sandra J. Heyer | Resume Page 2 | 630-***-**** | 630-***-**** | **********@*****.***

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(professional experience continued)

Executive Administrative Assistant, Ace Hardware Corporation 3/95 – 4/03

Served in a multifaceted role including providing executive-level support to the Director of the Loss Prevention Department and providing support throughout the Loss Prevention Department. Meticulously monitored the department budget. Secured meeting space for quarterly workshops and followed up with retailers attending meetings. Researched vendors and negotiated favorable contracts. Coordinated travel and created customized itineraries. Processed monthly customer and vendor billing. Investigated employees, reviewed criminal records and credit reports, and terminated employees when necessary.

Increased department revenue and sales by designing an automated shipment process for a product

Created and distributed a 70-page loss prevention manual for Ace Hardware retailers

Developed and delivered several lectures to Ace Hardware retailers (topics included “The Recognition of Drug Use in the Workplace” and “Employee Theft and Shoplifting”)

Customer Service Representative, Garage Door Service 5/93 – 3/95

Served in a vital front-line role, analyzing customer needs and partnering directly with customers to coordinate service, answer questions, and resolve issues. Screened and directed incoming phone calls. Processed customer invoices and servicemen billing. Controlled inventory for all parts and service vehicles. Coordinated maintenance for service vehicles. Monitored employee time and processed payroll.

Organized and led a large-scale transition project from paper records to electronic records; entered over 5,000 customer files into electronic formats (detailed customer databases)

Increased overall efficiency and productivity by organizing efficient routes for servicemen

Provided customers with outstanding service and generated significant repeat and referral business

Also served as the manager and photographer for Life Touch Portrait Studios and CPI Portrait Studios (directed teams of eight and eleven members; created staff schedules; hired and trained new employees).

- EDUCATION AND PROFESSIONAL DEVELOPMENT -

Completed one year of undergraduate classes – Illinois State University

Completed Multiple Projects, Indispensable Administrative Assistance, and Time Management courses

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