Objective
To use my customer service skills with a company whose growth and industry is
compatible with mine

Skills
Microsoft Word ~ Microsoft Excel ~ Microsoft Powerpoint ~ Microsoft Access ~
Microsoft Outlook ~ Adobe ~ Internet Explorer ~ Great Plains Dynamics ~ Peregrine
~ Instant Messaging ~ Typing 75 wpm ~ 9000 ksph (alpha/numeric) ~ call center
environment (inbound and outbound

Resources
Private work environment ~ dedicated POTS line ~ 1.4 Gz processor ~ 1.0 GB
memory ~ 60 GB hard drive ~ DSL internet connection ~ facsimile machine

Experience

2006 – Current     Confidential     Amherst, NY
Customer Service Representative/Account Manager
-Work as a liaison between our customers and the technicians who service their
accounts.
-Serve as “point person” for several of our larger accounts, providing a direct
contact for questions and resolutions.  I provide reporting on a regular basis to
help manage the service contracts with our customers. I also work with the
customers updating and closing service tickets using their tracking software,
remotely.
-Verify work performed and obtain back up documentation for service calls for
five (5) offices when clients are to be billed
-Work closely with COO and Director of Client Services to implement new
procedures and am proactive in anticipating a customer’s needs and concerns and
finding a mutually agreeable solution
-Supervise four (4) customer service representatives and provide assistance when
needed to help answer any questions or concerns they may have
-Train the customer service representatives on new policies and procedures
-Provide any administrative support, including Excel, Word and Powerpoint to
COO, Director of Client Services or anyone else needing assistance

2004 – 2006     Uniland Development     Amherst, NY
Admin. Assistant to CFO and Department Secretary to Accounting Department
-Provide administrative support, including Excel and Word documents, to CFO,
Corporate Controller and the Accounting Department.
-Assist in processing purchase orders that are taxable, QEZE, IDA and
Construction Improvements for our properties in Buffalo, the surrounding cities
and Rochester
-Assist the CFO and others with the coordination of annual conference in
Canada.
-Maintain Accounting Filing System.
-Enter and track all utilities invoices from arrival, through approval process
until paid for all properties
-Work with Accounts Receivable to audit our Recovery process and verify that
each tenant and account are charged properly.
-Assist with compiling, editing and binding Yearly and Quarterly Statements to
board, shareholders and banking industries.

2003–2004     Osmose Utility Services     Buffalo, NY
Admin. Assistant to Regional Manager / HR Assistant to VP of Accounting and
Administration
-Provide administrative support, including Excel and Word documents, to Vice
President and Managers in the Accounting and Administration Department.
-Coordinate meeting room requests for the department.
-Coordinate weekly mailings to field personnel across the US (approx. 120
persons of various titles)
-Maintenance of office equipment and supplies
-Track crew activity for those in the Atlantic Region (approx. 60 crews)
-Process employee changes for the office and field (i.e. new hires,
terminations, promotions, etc.)
-Maintain personnel information in Access database system.

2002–2003     Dunhill Staffing     Buffalo, NY
Office Manager / Service Coordinator
-Provide office support to Branch Manager, Sales Manager and four (4) placement
consultants
-Assist coordinators with placing employees at client companies.
-Maintenance of office equipment and supplies
-Process payroll for temporary employees
-Process invoices for payment
-Input candidate information in Dunhill’s Maestro database system
-Complete workman’s compensation claims, unemployment claims, disability claims
as needed for our Risk Management team

Education
1988–1990          Middle Tennessee State University	Murfreesboro, TN