Category: ADVOCATE

         CUSTOMER ADVOCATE           Career Overview      Objective     To secure an Administrative Specialist/Office Manager position and use my expertise and proven skills in order to positively contribute to the efficient operation as well as the reputation of the business     Ability Summary     Outstanding customer service skills: proven success in client needs assessment, providing reassurance and customized solutions, and ensuring highest level of customer satisfaction attainable.   Technologically savvy:  proficient in Microsoft Office Suite (Outlook, Money, Excel, Wordperfect 12), Quatro Pro, Peachtree Accounting, Timeslips 2007, Dictation, ITI Banking Software; expert knowledge in Cellular Technology and troubleshooting skills for smartphones, basic cell phones and wireless network connection   Proven success in call center environment:  seasoned in operating call center equipment and technology;  excellent interpersonal communication skills in oral and written formats    Highly skilled as a secretary:  adept at accounts receivable and payable duties, routine correspondence, and handling confidential client information   Demonstrated loyalty and dedication to company's missions   Formally educated in illustration, photography, and basic graphic design       Skill Highlights          Microsoft Office Suite  Peachtree Accounting  Spreadsheet development  Schedule management  Telephone Skills  Scheduling  Travel booking  Minute Taking  Customer Service  Critical Thinking  Creative Problem Solving      Cellular Expert  Troubleshooting Smartphones  Troubleshooting Network Connections  Troubleshooting Internet and Wi-Fi Connections            Core Accomplishments      Calendaring     Planned all meetings and travel for CEO.    Process Improvement     Oversaw implementation of new phone system which resulted in more cost-effective service.    Research     Investigated and analyzed client complaints to identify and resolve issues.    Multitasking     Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.    Customer Service     Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.    Payroll Assistance     Assisted with payroll preparation and entered data into cumulative payroll document.          Professional Experience      Customer Advocate    September 2007   to   March 2015     Company Name   -   City  ,   State      Answered a high volume of incoming calls in a national call center from current and prospective customers as well as sales associates  Actively listened to each client to ensure complete understanding of their concerns and provided innovative and individualized solutions  Conducted complex problem solving and made sure each client obtained resolution, reassurance and positive customer service experience at the end of their phone calls  Accessed client account database to retrieve information and update changes, all the while maintaining personable and professional phone conversations with customers  Flexibly adjusted communication styles to each caller, particularly in terms of their level of familiarity with cellular technology and service structures, to ensure that they understood instructions, policies and procedures  Administered device-related troubleshooting  Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken  Maintained up-to-date knowledge of constantly changing services and products, in order to provide customers with the accurate information and best solutions.          Legal Secretary    January 2006   to   May 2007     Company Name   -   City  ,   State      Prepared court documents, deeds, real estate transfer statements, purchase agreements, contracts, power of attorney, wills, and routine correspondence   Performed accounting duties including accounts receivable, accounts payable, entry of time slips, monthly billing, payroll, payroll taxes, and balancing of trust accounts and estates   Greeted clients and offered them seats as they waited, updating them of their appointment status   Scheduled appointments for clients, administering reminders for both clients and lawyers   Ensured the office was well-stocked with supplies and organized for the maximum efficiency.          Administrative Assistant/Customer Service Rep    August 2005   to   January 2006     Company Name   -   City  ,   State     I worked directly with the President of Doane College and the Chief Financial Officer to schedule and plan meetings and events, put together materials for the fall board meeting, took minutes, handled board member inquiries, booked travel arrangements and created itinerary for work trips.          Retail Banking Representative II    June 2002   to   August 2003     Company Name   -   City  ,   State      I provided excellent customer service, assisting customers with account inquiries via phone and in person  Opened accounts, solved problems and cross-sold financial products  Scanned checks, daily balancing of my drawer, the ATM, vault and total branch balancing          Education      Bachelor of Arts   :   Majors: Fine Art and Biology  ,   1985    Doane College   -   City  ,   State       Presidents Scholarship, Doane College - 4 years  Outstanding Achievement Scholarship, Doane College- 4 years  Pallet Scholar Award, Doane College- 4 years  American Legion Award, Loup City, NE - 1981  Special Recognition Award for Outstanding Yearbook Editor - 1985  Mary L. Chapin Senior Art Award, Doane College - 1985  Yearbook Editor and Co-Head Photographer -1984 and 1985  President and member, Delta Chi Upsilon Sorority  President and member, Doane Art League  Art Editor,  XANADU  literary magazine  Alpha Lambda Delta and Cardinal Key Honor Societies  GPA:  3.44         Skills      Office and accounting  - accounts payable, accounts receivable, payroll, billing, taxes    Customer service excellence and executive administrative assistance  - personal banker, national call center representative for major wireless company, secretary for President of a college, secretary for a lawyers office    Problem solving and critical thinking -  billing, service, sales, wireless network troubleshooting, wireless device troubleshooting