Eilis Johnson
Buffalo,NY
Summary
Organized professional prepared for this role with solid background in administrative support and executive assistance. Skilled at managing complex calendars, coordinating meetings, and handling sensitive information with utmost confidentiality. Known for excellent teamwork and adaptability, being self motivated and solve problems effectively.
Overview
6
6
years of professional experience
Work History
Personal Assistant
Lori Mauro
04.2025 - Current
- Managed scheduling and calendar coordination for multiple executives to enhance productivity.
- Organized and prioritized incoming correspondence to ensure timely responses.
- Coordinated travel arrangements and itineraries for business trips, optimizing logistics.
- Developed word documents and prepared record files for archiving.
Customer Service Representative
Iqor Holdings
12.2024 - 04.2025
- Resolved customer inquiries through multiple communication channels to enhance satisfaction and retention.
- Assisted customers with billing questions, service issues, and account management to ensure seamless user experiences.
- Analyzed customer feedback to identify trends and recommend service improvements aligned with company goals.
- Collaborated with team members to streamline processes, improving response times for customer support requests.
Customer Service Representative
Charter Spectrum
05.2024 - 11.2024
- Answer incoming customer calls and respond to inquiries in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Resolve customer complaints and problems with empathy and efficiency.
- Document customer interactions in the system clearly and accurately.
- Follow communication “scripts” when handling different topics.
- Escalate complex issues to the appropriate department when necessary.
- Meet performance targets such as call handling time and customer satisfaction scores.
Service Representative Member
Highmark BCBS of WNY
02.2023 - 02.2024
- Open and maintain customer accounts by recording account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintain financial accounts by processing customer adjustments.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Manage large amounts of incoming calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures and guidelines
Operational Accounting Associate
M&T Bank Accounting Department
01.2020 - 02.2022
- Performs preparation of routine clerical accounting duties and reports.
- Verifies mathematical accuracy of accounting documentations.
- Gathers and researches data to prepare routine reports for senior staff members.
- Answers questions and inquiries from branches on assigned tasks.
- Basic understanding of production work and opportunity to cross-train on processes to support branch reconciliations of GL’s.
- Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
- Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Education
Bachelors - Individualized Studies for Business and Psychology
Buffalo State College
01.2021
Skills
- Self Motivated
- Active Listening
- Takes Initiative
- Responsible
Timeline
Personal Assistant
Lori Mauro
04.2025 - Current
Customer Service Representative
Iqor Holdings
12.2024 - 04.2025
Customer Service Representative
Charter Spectrum
05.2024 - 11.2024
Service Representative Member
Highmark BCBS of WNY
02.2023 - 02.2024
Operational Accounting Associate
M&T Bank Accounting Department
01.2020 - 02.2022
Bachelors - Individualized Studies for Business and Psychology
Buffalo State College