Customer Service Administrative Assistant
Resume:
Daisy L. Ville
**************@*****.***
QUALIFICATION HIGHLIGHTS
Administrative Support and Customer Service Professional with a history of demonstrating ability to build solid internal and external relationships, recognize waste and improve cost savings.
Background demonstrating superior performance in the areas of international and domestic shipping and receiving, inventory, order processing, call center support, contract negotiations, report generation and clerical support.
Award recipient for “Perfect Attendance” “Outstanding Performance” “Customer Service Excellence.”
~Computer Associate, Graco, Park Nicollet, Identix
PROFESSIONAL EXPERIENCE
Communications and Customer Service
•Oversaw all call center orders for scheduling, repair and return. Remained flexible to accommodate peak
work loads.
•Prioritized and responded to up to 60 calls hour in a call center processing live calls, e-mail and voice mail.
•Worked collaboratively with multiple departments to process and ship international and domestic orders, fulfill phone or other orders, process and check accuracy of cycle counts.
•Solved distinct problems by listening to customer, identifying and researching errors to resolve order discrepancies and provide resolution.
•Sold and negotiated maintenance agreements and contract renewals. Kept paid maintenance up-to-date and maintained log books.
•Consistently considered corporate goals and values in making decisions; enthusiastically supported other department personnel in accomplishing project performance goals.
•Trained and recruited in a MNSCU academic setting.
Technical and Logistical
•Cross trained in multiple positions and worked overtime hours to reduce service laps during colleagues’ absences.
•Increased response time from 80% to 90% by developing a daily internal tracking sheet guaranteeing timely resolution to customers’ orders and requests.
•Created and maintained spreadsheets, graphs, reports, log books and tracking system
•Established a standard for tracking and distributing repair and return reports improving turn around in repair and return by 8%.
•Designed process that incorporated check point for repair and return–reduced shipment errors by 100% & increased time efficiency by nearly 15%.
•Researched and received updated pricing, managed accuracy of orders keyed into Lawson and Fastrack.
•Use Min/Max planning to maintain inventory levels.
•Monitored inventory accuracy, adjustments, transfers, monitoring of shrink levels, and ordering efficiency.
•Tracked all orders and resolved issues when parts were not returned on schedule. Processed emergency and replenishment spare parts orders.
Administrative
•Administrative support including email/telephone communications, document creation and reporting in varied industries including health, computers, technology and manufacturing.
•Collaborated with internal and external contacts and multiple levels of the organization confirming details and accuracy of orders, availability and mode of shipping.
•Generated and maintained weekly reports of outstanding logs and open return RMA’s for all repairable support inventory shipped to the field.
•Serviced contracts and orders submitted by telephone, fax, or email for inside and outside customers ensuring superior customer service, timely processing, and order accuracy.
•Selected to train newly hired employees on policy, procedure and computer software.
•Purchased office supplies weekly for 15- 22 co-workers in the department.
•Increased company profile by planning and executing successful marketing events, annual holiday party for logistics department.
Daisy L. Ville
**************@*****.***
TECHNICAL PROFICIENCIES
Oracle, International Traveler, MS Office, Excel, Project 2003, Publisher, Power Point,
QuickBooks, Access, Tops Billing Conversion, Outlook, Windows,
Seagate/Crystal Reports, Visual Express Queries and Time Management, Fastrack, Lawson
EMPLOYMENT HISTORY
Identix L-1 Identity Solutions, (Bloomington, MN)
Field Service Order Administrator
2006 - 2009
Park Nicollet Health Services, (St. Louis Park, MN)
Inventory & System Specialist
2005 - 2006
Hennepin Technical College, (Eden Prairie, MN)
Customer Service Specialist
2004 - 2005
Computer Associates International, (Bloomington, MN)
Client Base Administrative Representative
2002 - 2003
EDUCATION & TRAINING
Davenport College of Business – Grand Rapids, Michigan (BUSINESS/ADMINISTRATIVE ASSISTANT)
Identix – Bill Materials, Marketing Strategy, Document Authentication
Donaldson, Identix – Cultural Diversity and Socioeconomic Backgrounds
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