Hi, I’m
Faye Fletcher
Odessa,FL
Summary
Driven Customer Service Manager offers 15 years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
18
years of professional experience
Work History
National Business Communications, LLC & Smart Scan, LLC, Clearwater, FL
Executive Assistant & Customer Service Manager
2014.04 - 2021.01 (6 years & 9 months)
Job overview
- Tackled and addressed top-level, high-priority issues with professional administrative discretion.
- Conducted research and collected and analyzed data to prepare reports and documents.
- Leveraged word processing software to create proposals, letters and memos
- Coordinated travel arrangements, set appointments, maintained schedules, maintained database and ensured the delivery of premium service to clientele
- Quickly became a trusted assistant known for “can-do” attitude, flexibility and high-quality work.
- Received a promotion to Customer Service Manager at sister company, Smart Scan after consistently exceeding expectations as Executive Assistant
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Created and implemented Patient Care Portal and EMR Database that resulted in improved patient record management and customer/patient satisfaction
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Entered customer information and updates in database system to track leads, interactions, relationships and propel sales opportunities.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Law Office of Barbara Twine, Thomas
Senior Legal Assistant
2013.01 - 2014.04 (1 year & 3 months)
Job overview
- Provided administrative support and conducted research to assist attorneys in civil litigation preparation.
- Managed office scheduling and kept accurate notes on deadlines, motions and other dates.
- Handled telephone calls, meeting plans and conference organization requirements.
- Maintained knowledge on case status by reviewing relevant records and reporting back to clients.
- Managed attorney's calendar for court hearings and engagements for judicial campaign
- Assisted with research, record management, event scheduling, requirements and deadlines for Hillsborough County Circuit Court Judicial Campaign
- Was recognized for demonstrating outstanding leadership qualities during judicial campaign
- Filed clients' legal documents in relevant courts for processing.
- Filed pleadings and paperwork with court clerk to
- Participated in client interviews, observed questioning process and documented information.
Kass Shuler Law Firm
Hearings Assistant II
2011.01 - 2013.01 (2 years)
Job overview
- Processed incoming executed orders from court, opposing counsel, and correspondence from clients and other vendors
- Provided thorough case reviews to identify any outstanding Motions or issues that need to be set for hearing or resolved to progress case to next status.
- Created training manuals and material for multiple areas within department and maintained updated guides and training materials
- Trained multiple team members in different areas of the department.
- Managed office scheduling and kept accurate notes on deadlines, motions and other dates.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
- Filed clients' legal documents in relevant courts for processing.
- Filed pleadings and paperwork with court clerk to meet strict deadlines.
Fletcher Advertising & Public Relations, Tampa, FL
Executive Assistant to the Chief Executive Officer
2003.05 - 2010.12 (7 years & 7 months)
Job overview
- Screened phone calls for executives to instantly identify priority clients and filter out spam calls.
- Tackled and addressed top-level, high-priority issues with professional administrative discretion.
- Set up meeting and event logistics for senior management and updated calendars.
- Entered customer information and updates in database system to track leads, interactions, relationships and propel sales opportunities.
- Followed proper accounting and bookkeeping procedures to support audits.
- Conducted research and collected and analyzed data to prepare reports and documents.
- Leveraged word processing software to create proposals, letters and memos.
- Coordinated multiple schedules using online calendaring system.
- Delivered optimal administrative, customer service and case management support.
- Took detailed notes in meetings and disseminated information afterward.
Education
St Petersburg College
Associates in Arts Degree
01.2005
Sickles High School
High School Diploma
01.2003
Skills
- Articulate and well-spoken
- Executive presentation development
- Strong problem solver
- Self-starter
- Administrative support specialist
- Records and database management
- Proficient in Microsoft Software. Specialized expertise in Word, Excel, Outlook, and Powerpoint)
- Proficient in Quickbooks & Accounting Software
- Proficient in Microsoft Excel and expertise in building multi-functional Excel spreadsheets
- Legal administrative support
- Meticulous attention to detail
- Client relations and retention
- Superior computer skills
- Account management
- Focused on customer satisfaction
- Quality assurance controls
- Call Center Operations
- Conflict resolution techniques
References
References are available upon request.
Timeline
Executive Assistant & Customer Service Manager
National Business Communications, LLC & Smart Scan, LLC
2014.04 - 2021.01 (6 years & 9 months)
Senior Legal Assistant
Law Office of Barbara Twine, Thomas
2013.01 - 2014.04 (1 year & 3 months)
Hearings Assistant II
Kass Shuler Law Firm
2011.01 - 2013.01 (2 years)
Executive Assistant to the Chief Executive Officer
Fletcher Advertising & Public Relations
2003.05 - 2010.12 (7 years & 7 months)
St Petersburg College
Associates in Arts Degree
Sickles High School
High School Diploma
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