Erica Shorr
Mount Bethel,PA
Summary
Proven Office Manager/Administrative Assistant at Car Craft Auto Collision, adept in office management and customer service, showcasing exceptional organizational skills and a commitment to enhancing customer satisfaction. Recognized for outstanding problem-solving abilities and proficiency in QuickBooks, I significantly contributed to streamlining operations and improving client relations. Award nominee for excellence at Verizon, demonstrating unparalleled dedication and skill.
Overview
16
16
years of professional experience
Work History
Office Manager/Administrative Assistant
Car Craft Auto Collision
Freeport, US
09.2007 - 03.2023
- Maintain effectiveness when experiencing major/minor changes in work tasks or the work environment; adjust effectively to work within new work structures, processes & requirements
- Apply oral and written communication in a clear, concise, and logical manner; utilize appropriate medium to address concerns and questions
- Set high standards of performance for self; assume responsibility and accountability for successfully completing assignments or tasks; self-impose standards of excellence
- Strive to anticipate and be proactive in meeting and exceeding the needs of all internal and external customers
- Interacts with others and those of the organization; act in accordance with ethical standards following policies and procedures; incorporating sensitivity towards confidentiality
- Process and maintains technical skills effective for job performance; apply professional knowledge; demonstrate an understanding of company products and services; looks for ways to improve job-relevant knowledge
- Seek pertinent learning opportunities to enhance job performance
- Make fact-based judgments by identifying and analyzing situations and determining the best course of action
- Maintain composure and focus in fast-paced, demanding and stressful work environment; handle one self professionally; respond constructively to disagreements or hostility; take responsibility and accountability for ones actions
- Act as a positive influence in the workplace, contributing both as a member of a team and as an individual working toward team goals and objectives
- Resolved customer inquiries and complaints requiring management-level escalation.
- Coded and entered daily invoices with in-house accounting software.
- Monitored payments due from clients and promptly contacted clients with past due payments.
Customer Service Representative
Verizon Phone Company
- Company Overview: A very large, fast-paced Call Center environment
- Responsible for the effective handling and resolution of 50-80 customer service calls per day, discussing billing, establishing phone service for new & existing customers
- Extensive working knowledge of Verizon Products & Services for residential customers
- Handle incoming customer calls with the intent of providing customer satisfaction, retention, and/or extending contact to sell new or additional products and/or services
- Negotiate customer claims, initiates billing adjustments, and arranges bundle changes
- Reviews customer inquiries, problems, requests and suggestions
- Continuously handle numerous computer programs and systems while maintaining customer satisfaction
- Have knowledge of software applications including Microsoft Outlook, Word, Lotus, Excel, Internet, Legacy, SOP, WAFA, IVAPP, IGO, Spider, COFEE, SSP and other web-based applications
- Excellent problem solving and technical skills
- Strong analytical, customer service, and time management skills
- A very large, fast-paced Call Center environment
- Since its inception in 2004 as Acting Facilitator Manager I have supported the rollout of FTTP (Fiber to the Prem) for voice, data & tv service in New York Great River FiOS CSSC
- Support company initiative through working in cohesion with other departments; NPS, ROC, Retail Markets Command Center, ITCC, Network Command Center, Sales Operation Support, RCMAC, SRC, FSC, OCG and FSRC to provide the ultimate customer experience
- Single Point of Contact for the NY CSSC FTTP group & IT
- Assist NY Field Technicians, Foremans and DRC with order problem resolution & customer satisfaction/retention
- Responsibilities include but not limited to: reporting issues with COFEE or backend systems including SSP, help SOS with workarounds in Retail COFEE
- Recognized as a top seller and recipient of CCI outstanding verbatim
- Acted as a Team Leader assuming full responsibility in the CSSC
- My duties included acting as a SPOC for problem resolution, achieving customer satisfaction and avoidance of PSC complaints
- Local Number Port Single Point of Contact
- 2005 Verizon Excellence Award nominee
Education
Bachelor's - English
Adelphi University
06.1989
Skills
- Office Management
- Administrative Experience
- Accounts Receivable
- Microsoft Outlook
- Accounts Payable
- Payroll
- Personal Assistant Experience
- Bookkeeping
- Auto Estimating
- QuickBooks
- Clerical Experience
- Mail handling
- Customer relations
- Compliance monitoring
- Payroll processing
- Operations management
- Data entry
- Office administration
- Inventory control
- Customer service
Additional Information - Authorized To Work
Yes
Assessments
Data Entry: Attention to Detail, Familiar, 12/01/20, Maintaining data integrity by detecting errors.
Timeline
Office Manager/Administrative Assistant
Car Craft Auto Collision
09.2007 - 03.2023
Customer Service Representative
Verizon Phone Company
Bachelor's - English
Adelphi University
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