Customer Service Administrative Assistant

Jennifer Stoltz

**** *. ******

Hometown, IL ****6

(H) 708-***-**** (C) 708-***-****

***********@***.***

Receptionist / Customer Service Representative entrusted with the most convoluted customer service issues to quickly provide resolution and satisfaction. Ultimately restoring and retaining customer loyalty. I am a multi faceted professional offering 20 years of solid customer service experience.

McDonald’s Corporate Oakbrook, IL

RFM Administrator

February 2008 – January 2009

Created, built and maintained the KPA for the Home Office, Regions,

Co-ops and Restaurant levels

Reviewed Menu Survey for critical information for the EVM

McDonald’s Corporate Oakbrook, IL

Administrative Assistant

May 2005 – January 2009

Facilitated orientation classes for new hires

Processed crew members payroll

Exercised a mature diplomatic approach to resolving problematic issues; putting customer’s at ease

Harris Bank Chicago, IL

Coordinator 1 – Image Fulfillment

May 2000 – May 2005

Identified and made recommendation for process improvements

Researched and recovered potential bank losses

Consistently exceeded SLA standards for deadlines and quality

Harris Bank Chicago, IL

Specialist – Customer Inquiry

February 1991 – May 2000

Managed high volume of calls from community banks, corporate bank and external customers

Catalogued all incoming inquiries

Harris Bank Chicago, IL

Processor – Bank by Mail/Stop Payments

May 1990 – February 1991

Assisted other departments when needed

Responded to calls for placement or removal of stop payments to customer accounts

Processed all checking and savings deposits for Corporate/Retail customer

Harris Bank Chicago, IL

Processor – Retail/Wholesale Lockbox

May 1989 – May 1990

Exceeded daily production and quality goals utilizing strong data entry and proofreading skills

Encoded checks, deposit slips and other internal transaction items

Continuously exceeded established standards for productivity and quality

Skills

Payroll Typing (30wpm) Data Entry Banking Clerical Support Microsoft Office

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