Senior Administrative Support Analyst Resume

SUMMARY:

Experienced support and operational team leader with strong interpersonal and communication skills.
Proven ability to develop cohesive teams focused on achieving organizational goals for world class customer service.
Experienced in exceeding objectives on parallel projects assigned.

CORE COMPETENCIES:

PROFESSIONAL EXPERIENCE:

Confidential

Senior Administrative Support Analyst

Responsibilities:

Developed and implemented Records Retention Policy
Developed and implemented a number of Sales processes to improve data quality for KPI’s
Developed and implemented a process to improve Customer interactions, and expectations
Worked to maximize the use of the business tools (including Salesforce and Basecamp)
Implemented and manage Microsoft Project to better track the internal projects

Confidential, Littleton, CO

Customer Support Supervisor

Responsibilities:

Facilitated the implementation of employee quality scorecard tools and processes to drive a 30% improvement in overall customer satisfaction scores
Ensured 80% of employee’s met or exceeded the quality scorecard objectives for 3 consecutive quarters .
Implemented Weekly 1:1’s with each direct report to ensure quality, feedback and needs were met by each specialist
Designed and implemented Supervisor Best Practices for the department
Worked with Peers to design and implement a Career Path Program for 70 employees
Maintained Daily/Quarterly Reporting metrics to ensure quality and staffing needs.

Confidential, Littleton, CO

Billing and Customer Service Supervisor

Responsibilities:

Developed and implemented policies and procedures needed to ensure the standards set by internal auditors were met.
Implemented AR calls with internal Customers to help reduce overall AR by 30%.
Implemented processes and procedures for cash/check deposits
Implemented monthly desk audits to ensure quality and needs were met by each specialist.
Implemented Weekly 1:1’s and team meetings to ensure Team building as well as individual moral of each specialist, including mentoring and training.

Confidential, Littleton, CO

Project Specialist

Responsibilities:

Developing and writing the Financial Training Guides, as well as providing the training to the specialists and Field Operations teams on a newly implemented system
Trained and mentored the Billing Specialists (full time and temporary) on their assigned duties.
Maintained the key data in the financial system
Part of the Core team that implemented the move of the bookkeeping systems from the Field to the Home Office

Confidential, Littleton, CO

Staff Accountant/Bookkeeper

Responsibilities:

Part of the core team that tested, piloted and implemented Kinderstreet, a new financial system
Ensured all Financial deadlines were met on a consistent basis
Provided world class customer service to internal and external customers.

Confidential, Golden, CO

Site Director

Responsibilities:

Confidential, Littleton, CO

Administrative Assistant

Responsibilities:

Confidential, Longmont, CO

Assistant Manager/Customer Service Manager

Responsibilities:

Successfully implemented the Dock to Stock program, and improved product going to the floor from the truck by 30%
Controlled inventory and loss prevention issues and improved by 20%
Ensured store was stocked to layout which helped improve the cleanliness of the store
Improved Bookkeeping and daily deposits and safe counts

Confidential, CO

World Leader

Responsibilities:

Improved overall Customer Experience for the customer service department by ensuring the employees were fast, friendly and courteous.
Ensured the department was stocked to layout and maintained overall cleanliness
Implemented better bookkeeping and daily deposit procedures.