Office Manager--Executive Assistant

PATRICIA M. BABINGTON

** **** *** ****** • Farmingdale, NY 11735

(H) 516-***-**** • (C) 516-***-****

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

SUMMARY

Operational Management • Customer Service Labor Relations • Analyst • Human Resources Labor Relations • Safety and Risk Management • Training and Development

Credit and Collection

A visionary professional with a unique blend of expertise in analytics, project management, operational management, union/labor policies and human resources contributing to delivering the highest standards of commitment to cost- containment, efficiency and service reliability while following corporate core competencies. Utilizing the newest business strategies with a traditional work ethic and 21 years experience.

PROFESSIONAL EXPERIENCE

July 2008 to Present Educational Break

Due to a substantial early buy-out offer, I returned to college full time to complete my education. I achieved this goal and graduated with honors with a Bachelors of Science in Management Technology with the qualifications for a Computer Information Systems minor.

January 1988 to July 2008 KeySpan Energy

(National Grid, USA)

January 2005 to July 2008

Senior Corporate Supervisor

• Managed the day-to-day operations of a satellite customer office and the meter reading field office.

• Project Management developing efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions.

• Decreased office expenditures 15% by implementing needed controls on stock/supplies and standardizing ordering procedures.

• Manage meter reading system and personnel movement including scheduling overtime.

• Analyzed field personnel work reports

o Followed-up analysis with field visits.

• Maintained scheduling and absence control on 35.5 F.T.E.

• Created, analyzed, and maintained daily, weekly, monthly and yearly productivity reports and graphs for individual employees, internal and external departments and offices.

• Project Manager on program to automate work processes increasing productivity, effectiveness, and efficiency.

o Created reports and analysis measuring accomplishments of project.

• Manage monthly reporting for Sarbanes-Oxley Internal Audit procedures

• Managed Cashier and Head Teller activities amounting to an average of deposits of $500,000 per week.

• Coached and mentored both 30 field and 5.5 clerical personnel.

o Trained entry-level new hires on technical and physical aspects of position.

o Established mentor program assigning seasoned employees to new hires.

o Reviewed and evaluated new hire productivity at 30 day, 60 day, 90 day, and then 6 month intervals

o Created reports highlighting employees’ strengths and weaknesses

o Mentored, encouraged and promoted internal advancement of employee

• Project Manager implementing programs creating incentives for improved productivity.

• Established incentive programming allowing employees to be proactive in corporate core competencies.

• Maintenance, repair and operations of a fleet of 20 vehicles

• Counseled and administered discipline to employees abiding by corporate policy and contractional requirements.

• Reassigned office clerical staff in order to have clerical duties completed in a more efficient and traceable manner, which has reduce work backlog and decreased customer wait time by 50%.

• Lowered the absence ratio by 30% conducting individual meetings with Roslyn personnel dealing with the company prevalent absence problem including:

o Coached employees regarding corporate absence policy

o Issued verbal and written reprimands for excessive absence

o Supported Union contractual regulations while administering effective disciplines.

• Worked together with customers/clients on a one-to-one basis improving core competency of customer satisfaction.

• Coordinated in-person visits to customers in field to reassure them that their problems are being solved.

• Implemented a program of monthly and bi-monthly staff/safety meetings.

• Increased employee awareness of corporate goals and personal incentives concerning safety and organizational goals.

• Established guidelines for field personnel to be proactive in their own productivity therefore encouraged employees to participate in the development of new ideas and solicit feedback.

• Established different incentive programs to keep up morale and eliminating the problem of a program becoming “stale”.

• Managed and trained new management personnel

o Educated new management personnel on the most efficient and effective workflows for the position

o Encouraged feedback

• Assigned a field employee as safety captain, a peer of the staff, to address the safety initiatives and requirements

January 2002 to January 2005

Outbound Operations Supervisor

• Project Manager on venture to utilize Aspect predictive dialer software and hardware.

• Responsible for the overall supervision of the Outbound Credit and Collections department

• Developed and improved the operational goals of the department.

• In charge of staffing, training, and development of staff.

• Supervised credit representatives responsible for conducting credit investigations and collecting on delinquent accounts.

• Created, analyzed, and organized regular target statistics and team reports for senior management.

• Represented labor as an advocate in negotiations with union in collective agreement negotiations, interpreting the collective agreement and managing grievances and arbitration cases.

January 1988 to January 2002

Call Center Customer Service Representative

• Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures.

• Assisted in the development of new policies and procedures in accordance with union requirements.

• Assisted in the training of new customer service representatives and associates.

• Generated a positive customer relation’s reputation through successful client follow-up.

• Answered inbound calls, letters and in person appointments in support of customer needs.

• Selected by superiors to participate in numerous business projects

• Analyzed and audited account information and processes.

• Researched and analyzed data in multiple databases.

• Adhered to government utility regulations.

• Assisted in the analysis and development of a new customer management system.

EDUCATION

Bachelor of Science, Management Technology

Farmingdale State College, Farmingdale, NY

Graduated: 2009, 3.75 GPA

Associate of Science, Business Administration

Farmingdale State College, Farmingdale, NY

Graduated: 2008, 3.65 GPA

PROFESSIONAL AFFILIATIONS, SKILLS AND ACHIEVEMENTS

Awarded the 2004 and 2005 CEO award for demonstrating excellence in the core competencies of Customer Satisfaction, Safety, and Diversity.

Knowledgeable in Visual Basic, C++, SQL, and UNIX Programming language

Concerto CE1005 Supervisor and CE1015 Conversations Operations Certifications

Sigma Beta Delta Honor Society (2008-2009)

Farmingdale Women’s Club Scholarship (2008)

Business Manager of Farmingdale State College Newspaper (2008-2009)

United Way Captain (1990-2007)

Blood Services Chairman and Captain (1990-2007)

Junior Achievement Volunteer (1990-2007)

Member of A.P.I.C.S. (Association for Operational Management)

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