Customer Service Quality Assurance

CAROL LAVERRIERE

** ***** ***** • Danville, NH **819

603-***-**** • *******@*******.***

PROFILE

Administrative support while providing outstanding customer service.

Coordinate with various staff for operational support activities of the company; serve as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems.

Calendar management, generated reports using various software programs.

Provide administrative/secretarial support for various departments/divisions such as answering telephones, assisting visitors and resolving a range of administrative problems and inquiries.

Experience working with the public and resolving issues in a confidential manner.

Quality Assurance and Material Review Boards.

~ KEY ACHIEVEMENTS ~

2007 Employee of the Year Award

Basement Systems of New Hampshire

Computer Technology Award 2009 & 2010

Northern Essex Community College

PROFESSIONAL EXPERIENCE

Receptionist/Benefits Clerk ADP/Davis Companies, Salem NH 2010-2011

Excelled in role requiring the ability to handle a variety of customer service and administrative tasks and resolve customer issues with expediency.

Demonstrated proficiencies in telephone and front-desk reception within a high-volume environment. Calmed upset/angry customers researched and rapidly solved problems and rebuilt client trust to prevent the loss of key accounts.

Supported Benefits Department during open enrollments while working with Excel spreadsheets.

Sales Coordinator, Basement Systems Surge Resources, Manchester NH 2005-2009

Maintains workflow by studying methods; implementing cost reductions; and developing reporting procedures.

Creates and revises systems and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, and budgetary and personnel requirements; implementing changes.

Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.

Provides information by answering questions and requests.

Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

Completes operational requirements by scheduling and assigning administrative projects; expediting work results.

Calendar management for sales representatives, booked estimates, proposal reviews, and sales commissions. Attended trade shows and assisted in marketing upgrades to existing customers.

Administrative Assistant Digital Equipment Corporation, Salem NH 1994-2003

Handled all word processing and typing. Entered data for reports, production items, shipping, and inventory. Maintained computerized inventory of all parts, supplies, and products. Helped plan and organize company functions. Answered the telephone and represented the company in a professional and businesslike manner.

Researched and set up a voice mail answering system. Result: Saves time for both the receptionist and the customers. Created, organized, and set up an information center for manuals and schematics. Result: Better access to needed information, and less time searching for it. Served on material review board for damage control.

Medical Records Associate, Holy Family Hospital, Methuen MA 1992-199

Compiles, verifies, types, and files medical records of hospital or other health care facility: Prepares folders and maintains records of newly admitted patients.

Reviews medical records for completeness, assembles records into standard order, and files records in designated areas according to applicable alphabetic and numeric filing system.

Locates, signs out, and delivers medical records requested by hospital departments.

Compiles statistical data, such as admissions, discharges, deaths, births, and types of treatment given.

Operates computer to enter and retrieve data and type correspondence and reports.

EDUCATION AND COMPUTER KNOWLEDGE

Business Management/Computer Applications

Microsoft Office

Northern Essex Community College

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