Customer Service Administrative Assistant

MARCY SHEFFNER 317-***-****

Cicero, IN ***********@*****.***

CAREER OVERVIEW

In my capacity as an Administrative Assistant I provided high-level administrative support by conducting research, preparing statistical reports, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, ordering office supplies and scheduling meetings. Also trained and supervised lower-level clerical staff.

In my position as a Customer Service Specialist I offered superior support to all customers by first defining their needs and then following up with resolutions. Provided employers with world class customer service that helped earn them the prestigious JD Power & Associates Award.

SKILL HIGHLIGHTS

Software expertise in Microsoft Excel, PowerPoint, Outlook, Lotus Notes, Word, and others. Interpersonal skills, written and oral communication /editing (letters, memos, e-mails). Travel planning. Meeting coordination and planning. Report compilation. Project support. Note/minute taking. Calendar management and scheduling. Web conferencing. Billing and collections. Multi-tasker and able to work independently. Copying, collating, binding. Telephone. Typing at 80+ wpm

_____________________________________________________________________________

CORE ACCOMPLISHMENTS

Received the prestigious Award and earned a trip while employed with Verizon North for achieving the “most collected monies” in the Call Center, which consisted of 400 employees. Earned numerous written commendations from customers for “best in service”. Obtained several VIP for the Month Awards on my team of 14.

PROFESSIONAL EXPERIENCE

hhGregg/Customer Service Representative (March 2012-Present) Working in a call center with the online Web department, accepting approximately 60 – 100 calls per day. Responding to customer’s inquiries regarding merchandise, placing and cancelation of orders, verifying information to prevent fraud and scheduling of deliveries.

Liberty Mutual/Customer Service Specialist (December 2009-December 2010) Greeted and transferred from 110 to 130 calls per day. Built a rapport with customers, listened and clarified customer’s concerns and managed conversational flow. Dealt with upset customers and challenging situations. Delivered outstanding service, exceeded expectations. Worked independently.

Page Two

MARCY SHEFFNER 317-***-****

Cicero, IN ***********@*****.***

Teleperformance/Customer Service Specialist (December 2008-April 2009) I received approximately 80 calls per day. Listened to customer’s concerns and resolved their issues for their mobile device. Calmed upset customers and treated difficult situations while providing outstanding service.

Ingersoll Rand Security/Data Analyst (January 2007-February 2008) Inputted data for purchase orders in a timely and accurate manner. Utilized Excel spreadsheets and programs to enter numerical and statistical data in the processing of purchase orders. Received and sent e-mails for purchase order requests. Faxed, scanned and processed purchase orders and invoices.

Johnson Controls/Service Project Coordinator (September 2006-January 2007) Processed purchase orders and maintained an Excel spreadsheet to track said orders, managed and coordinated safety meetings, sent out invoices and made approximately 30 call per day for collections.

Verizon North/Executive Administrative Assistant (2003-2006)/Customer Service Representative (1999-2003) Employed originally at the call center; I received 110 plus customer calls per day, and processed multiple payments. I ranked #1 consistently on my team of 18 members, for most money collected per month. Generally I collected 40 to 45% of monies collected for the team in a month’s time. Managed upset customers and input accurate information regarding customers account. I exceeded expectations. Due to providing outstanding customer service and my previous clerical and administrative experience, I was promoted to Executive Administrative Assistant for the Sales Engineering Team for the Business Corridor. In that capacity, I utilized my software skills in Microsoft Excel, PowerPoint, Outlook, Word, and others. Made travel arrangements for senior staff members, meeting coordination and planning, event coordination, document management, calendar management and scheduling and various other administrative duties, as requested.

City of Coral Gables/Plans Coordinator/Inspection Processor/Dispatcher/Recording Secretary (1989-1999) Expedited building plans through the Building & Zoning Department to ensure the homeowner/architect of their building permit. From that position, I was then promoted to Inspection Processor/Dispatcher whereby I received over 100 requests per day via telephone or in person from homeowners, architects and contractors for onsite inspections of their construction projects, inputted results of said inspections and dispatched and received information to inspectors in the field. I was then promoted once again, as a Recording Secretary. I took minutes verbatim for the Code Enforcement Board, Economic Development, Building & Zoning, Planning and Historic Boards. I planned and coordinated meetings, report compilation and implemented my written and oral communication and interpersonal skills.

References available upon request.

Contact this candidate