Heather Gomez

Las Vegas,NV

Summary

Reliable with experience managing front desk operations and offering general office support. Detail-oriented specialist with background coordinating scheduling and record-keeping. Efficient typing and transcription skills. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.

Looking to find a remote position. Excellent motivation.

Overview

years of professional experience

Work History

Administrative Secretary

Clark County School District

03.2003 - 08.2023

Enhanced office efficiency by organizing and maintaining filing systems, managing correspondence, and scheduling appointments.
Supported executive decision-making by preparing agendas, taking minutes during meetings, and distributing relevant information.
Managed over 50 calls per day, along with handling parents as well as teachers needs.
Optimized time management with meticulous calendar maintenance, ensuring timely completion of tasks and projects.
Safeguarded sensitive information by implementing strict confidentiality protocol handling of documents and communications.
Facilitated interdepartmental collaboration by establishing effective lines of communication between team members and leaders.
Contributed to a positive work environment by demonstrating professional etiquette in all interactions with colleagues.
Assisted in development of policies and procedures to streamline administrative processes for improved efficiency.
Maintained accurate records of employee attendance, vacation days, sick leave, and overtime to facilitate payroll processing.
Ensured smooth operations during periods of change or expansion by assisting in onboarding process for new hires through orientation sessions and training materials distribution.
Mastered multi-tasking abilities by effectively prioritizing and managing concurrent projects to ensure timely completion of all assigned tasks.
Responded to inquiries from callers seeking information.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Created and updated records and files to maintain document compliance.
Provided clerical support to company employees by copying, faxing, and filing documents.
Kept reception area clean and neat to give visitors positive first impression.
Sorted, opened, and routed mail and deliveries to meet business requirements.
Screened visitors and issued badges to maintain safety and security.
Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Liaised between clients and vendors and maintained effective lines of communication.

Customer Service Representative/Personal Lines Account Executive

GLB Insurance

03.1993 - 01.2003

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Streamlined call center processes for improved efficiency and reduced wait times.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Collaborated with team members to develop best practices for consistent customer service delivery.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled customer inquiries and suggestions courteously and professionally.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services, and company information.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Processed customer service orders promptly to increase customer satisfaction.
Provided primary customer support to internal and external customers.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Met customer call guidelines for service levels, handle time and productivity.
Responded proactively and positively to rapid change.
Educated customers about billing, payment processing and support policies and procedures.
Followed up with customers about resolved issues to maintain high standards of customer service.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Promptly responded to inquiries and requests from prospective customers.
Trained new personnel regarding company operations, policies and services.

Education

High School Diploma -

Eldorado High School

Las Vegas, NV

06.1980

Skills

Administrative Support
Database Entry
File Management
Schedule Management

Record Preparation
Administrative Coordination
Customer Service

Health and fitness.

I enjoy working out and taking care of myself.

I stay active physically and mentally.

Timeline