ANTOINETTE JENKINS
New Orleans,LA
Summary
Responsible Administrative Management, bring Supervisory Customer Service Expertise, Decision-making, Dependability and Clerical skills. Careered in City Government, Sewerage & Water Board of New Orleans. Manages workflows and projects smoothly to consistently meet objectives. Articulate communicator and natural leader devoted to continuous improvement. Knowledgeable and skilled in Administrative duties and Customer Service experiences, establishes and enforces policies to keep team members on-task and efficient. Quick learner confident with Microsoft and some Excel. Offering excellent schedule management, report writing and communication skills with a clerical career experience of 36 years. Experienced office management professional with solid background in administrative support and team leadership. Smoothly coordinates work of team members while meeting challenging office demands. Organized Administrative management, bringing strengths in handling work independently and solving routine problems without oversight. Offers expertise in decision making and ability to quickly learn new processes. Works well independently to handle assignments and always ready to go beyond basic assigned task. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
36
36
years of professional experience
Work History
Administrative Support Manager 4
Sewerage & Water Board of New Orleans
02.2012 - 08.2020
- Oversaw the work of 4 administrative managers, 16 supervisor team members supporting 302 employee staff members regarding the Customer Service departments.
- Improved office policies continuously and enforced rules to meet administrative objectives
- Trained employees in company procedures and standards to keep team members operating consistently
- Checked timecards, verified employee attendance to process bi-weekly payroll
- Managed communication between team members, customers, and agencies involved in Customer Service Relations work
- Entered data manually and scanned documents to maintain accurate information regarding customer account record
- Trained new employees in clerical tasks and office policies to avoid misunderstandings and enhance productivity
- Scheduled front end to meet needs of business and keep team efficient
- Developed and optimized work schedules to cover expected workloads
- Reviewed physical and digital records to identify and correct inaccuracies
- Translated management directives into actionable policies and enforced changes with the staff at all levels
- Obtained compliance with company policies and procedures in processing transactions with customers
- Trained new employees in all aspects of office practices and procedures
- Reviewed daily reports in detail and resolved any identified discrepancies
- Boosted team performance by closely monitoring the work of each staff member and offering motivational support
- Managed and supervised front end supervisors and associates in fast-paced and demanding environment
- Evaluated customer issues and complaints and developed amicable solutions.
- Assisted management with special projects to complete all tasks by deadlines.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Trained new employees on customer service, money handling and organizing strategies.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Senior Office Support Specialist
Sewerage & Water Board of New Orleans
11.2007 - 01.2012
- Provided supervisory support and assistance to office staff, assisting with productivity and contributing to smooth operations
- Worked to resolve staffing issues relative to employee conflict within the workplace
- Supported employee staff by handling day-to-day needs and special projects with good multitasking and research skills
- Maintained an efficient office environment regarding employee scheduling and performance
- Skillfully handling incoming and outgoing customer calls re-routing to proper departments for processing
- Proofread business documents to check spelling, grammar and compliance with office policies
- Worked as a Hearing Officer resolving difficult customer account billing issues and customer complaints and concerns
- Provided Customer Service Training on Professionalism and Customer Care to all Customer Service employees.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Clerical Specialist
Sewerage & Water Board of New Orleans
09.2003 - 10.2007
- Communicated with customers and other offices regularly, offered support to staff as needed
- Typed and kept office documents well-organized and quickly retrieved files for team members
- Organized, ordered and restocked office supplies to keep staff efficient and productive
- Answered telephone calls, took messages, and distributed messages to appropriate personnel
- Assisted customers regarding account concerns, handled and resolved customer complaints
- Open and closed customer accounts, updated customer record information.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Monitored security to help maintain equipment, data and information safety.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Created employee schedules to align coverage with forecasted demands.
- Prepared weekly payroll and verified accuracy with cashiers to remain compliant with labor laws.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Clerk 1 thru Clerk 4
Sewerage & Water Board of New Orleans
09.1984 - 09.2003
- Performed all office clerical activities, including writing emails and letters, providing support to upper-level management, tracking bills, typing, data entry, updating customer information, answering customer related phone calls and providing assistance to customers face to face and via telephone
- Answered phones, faxes, and emails while upholding all patient confidentiality protocols and standards
- Received, screened, managed, and directed all incoming telephone calls
- Answered telephone calls, took messages, and distributed messages to appropriate personnel
- Kept office documents well-organized and quickly retrieved files for team members
- Worked as a Cashier processing incoming payments from customer walk-ins and incoming mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Processed incoming and outgoing mail and packages according to established procedures.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Tallied cash drawer at beginning and end of each work shift.
- Handled cash with high accuracy and took care to check bills for fraud.
- Worked with floor team and managers to meet wide range of customer needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
High School Diploma - Clerical/Education
John F Kennedy Sr High
New Orleans, LA05.1980
Skills
- Customer Service Experience 36 years Administrative Management, responsible for the management of Customer Service departments and staff
- Employee Supervision, Decision Making, Time Management
- Handling Conflict in the Workplace, Staffing Issues, Problem Solving
- Customer concerns and complaints resolved in timely manner
- Typing, Microsoft Office, Write Reports, Networking
- Coordinate schedules, Train employees on Policy and Procedures
- Enforce policies, Customer Service Training, Verbal Communication
- Motivation and Job Incentives Evaluate performance
- Confidentiality Maintenance
- Problem Solving
- Human Resources
- Budgeting Expertise
- Multitasking Abilities
- Time Management
- Team Building
- Conflict Resolution
- Organizational Leadership
- Office Administration
- Performance Evaluation
- Customer Service
- Process Improvement
- Document Management
- Decision Making
- Inventory Control
- Staff Supervision
- Policy Development
- Filing
- Microsoft Access
- Correspondence Preparation
- Telephone Etiquette
- Office Inventory Management
- Data Entry
- Staff Scheduling Procedures
- Office Opening and Closing
- Inbound Phone Call Handling
- Documentation and Recordkeeping
- Employee Records Management
- Schedule Management
- Policy Management
- Budget Planning
- Staff Management
- Payroll Oversight
- Administrative Management
- Staff Scheduling
- Workflow Planning
- Operational Improvements
- Microsoft Office
Timeline
Administrative Support Manager 4
Sewerage & Water Board of New Orleans
02.2012 - 08.2020
Senior Office Support Specialist
Sewerage & Water Board of New Orleans
11.2007 - 01.2012
Clerical Specialist
Sewerage & Water Board of New Orleans
09.2003 - 10.2007
Clerk 1 thru Clerk 4
Sewerage & Water Board of New Orleans
09.1984 - 09.2003
High School Diploma - Clerical/Education
John F Kennedy Sr High
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