Administrative VIrtual Assitant and Customer Care

Cheryl Stroman

Fort Lauderdale Florida

Phone: Email:

Objective: To secure a position where I can bring progress and productivity to the company. Moreover have a fresh healthy environment to grow and make a professional impact on my career, colleagues, and clients.

Profile / Skills & Abilities

Varied business and industry background with more than 20 years of an outstanding record of achievement advancing ahead of peers to tackle positions of significant challenge and responsibility, delivering proven results across broad disciplines. Consistently recognized as a top performer.

Outstanding customer service responsibilities

Effective manager, supervisor, motivator, and trainer

Dependable, loyal, discreet, and tactful, with impeccable integrity and professionalism

Excellent written and verbal skills

Human Resources Administration experience

Revenue and Profit Enhancement

Coordinated and managed multiple priorities and projects on a timely basis

Developed and implemented new Policy and Procedure manual

Ability to multi task in a fast paced environment

Confident leader and motivator with excellent success recruiting and training top sales talent. Articulate communicator with demonstrated competencies in customer relationship management.

Start-up & Turnaround Operations / Merger Integration

Medical coding and claims processing for private and clinical doctors

Experience

Liveops.com 10/2003 – Current Independent Customer Service Agent

3340 Hill view Avenue Palo Alto, Ca. 94304 Ph. 650-***-**** Agent Facilitator: Joann Ketchum

My duties included but not limited to answering all incoming calls for infomercials, print media, and all other various advertisers in a courteous, professional manner. Attend Team meetings on a regular basis with recommendations and input but must be able to work well independently. Maintain daily call log. Review and respond to daily emails. Duties included handling all inbound calls, placing orders in a timely fashion, and upwelling. Successfully implementing the customer’s strategy and achieving the client objectives.

Verbatem Records 9/2005 – Current Administrative Assistant

P O Box 10128 Ft.Laud. Fl. 33310 Ph. 954-***-**** President Dezman Zama (seasonal)

Oversee direction for operational functions including accounts receivable, accounts payable, bank reconciliations, order entry, purchasing, shipping & receiving, payroll commissions calculations, event planning, travel coordination, hiring & terminations ,HR issues, and files management.

ACDDirect.com 12/2004 – 1/2007 Independent Customer Service agent

Utah Supervisor: Tim Mac email ****@*********.***

This was a seasonal position which the duties included but not limited to inbound answering service, pledge capture for non profit organizations, data entry, catalog orders, mail orders, outbound sales, and emergency call support.

Storopack Inc. 3/1999 – 7/2002 Receptionist / Administrative Asst.

11825 NW 100th Rd. Medley, Florida 33178 Ph. 305-***-**** Mgr. Dave Maharaj

I performed exceptionally well which led to a promotion to administrative assistant for the regional operations manager, and plant manager in the south Florida division of an International Company. Duties included but not limited to general office and clerical responsibilities along with inventory control, service appointments on office equipment, shipping, receiving, research, reports and assistance with human resources department. I worked closely with customer service, accounts receivable, and sales to resolve clients concerns. Making travel plans and hotel booking for the executives within the company, along with confidential correspondence and data entry upon request.

CFP Enterprises 3/1998 – 5/1999 Asst. Shift Supervisor

2700 E. Oakland Park, Fl. Supervisor Mrs. S Edwards

Demonstrated complete discretion at all times for an adult entertainment call center while always being professional. Ability to be very detailed oriented, and multi task with strong communication skills. Duties performed but not limited to verification of credit card information to allow the customer to be able to be transfer to a representative. Monitor calls for quality assurance. Background checks, call reports, charting, and filing. Oversee the front and back office for smooth operations. I performed a wide variety of administrative and clerical duties (i.e., payroll, billing, data

entry, and book keeping).

TCI Cable 8/1997 – 3/1998 Lead Customer Service Rep.

10117 Cleary Blvd. Plantation, FL. 33313 Ph. 954-***-**** Sup - Patricia Sanchez

Responsibilities included but not limited to, inbound and outbound customer phone and written correspondence contact between both parties in order to research and resolve issues in accordance with policies/procedures and within specific timeline. Proactively provides a consistent, and reliable customer service experience and promotes the retention of the customer base. If an inquiry cannot be resolved at point of contact, tracks the inquiry to completion through the appropriate departments and systems. Responsible for full case processing including charge back processing. I was able to help customers place orders by knowing the basic and premium packages, for meeting stringent productivity, quality and customer satisfaction goals.

Psychic Readers Network 4/1993 -7/1997 General Manager for Sales and Service

2000 E. Sunrise Blvd Fl. 33304 Director: Robert Serrett Ph. (disconnected)

Managing a call center that consisted of 150 employees with three shifts where I had to organize, manage and track multiple tasks and assignments with frequently changing priorities in a fast paced environment. I did complete training for all employees in astrology and tarot reading. Maintained employee records, handled disciplinary actions, reviews, monitored calls for quality assurance, new employee orientation, developed internal training initiatives, crisis intervention, payroll data, and employee scheduling. I was also instrumental in developing the sales scripts, and objections for telemarketing scripts as well as the policy and procedural manual.

Education

Nova High School Davie, Fl Graduate Class of 1983

Computer Skills

Microsoft office, Internet, and Email

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