Kara Gelly
Wexford,PA
Summary
Proven Administrative Assistant at West Penn Multi-List, adept in office administration and customer service, streamlined operations by implementing digital systems, enhancing efficiency. Skilled in data entry and building customer relationships, significantly improved document processing and client satisfaction. Demonstrates strong computer skills and a commitment to excellence.
Overview
30
30
years of professional experience
Work History
Administrative Assistant
West Penn Multi-List
03.2022 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Maintained inventory of office supplies.
- Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
- Developed filing system for historical documents, preserving important company records and improving access to information.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Performed research to collect and record industry data.
Consumer Affairs Representative
Ocean Spray Cranberries
02.1995 - 01.2002
- Streamlined communication channels for efficient handling of consumer concerns, resulting in quicker resolutions.
- Contributed technical expertise to optimize complaint processing systems.
- Supported sales team by providing accurate information on products and promotions, ensuring a seamless customer experience from purchase to post-purchase support.
- Elevated brand image through timely responses to online reviews and social media comments from consumers.
- Participated in ongoing professional development opportunities to stay current on industry trends, ensuring delivery of informed guidance to consumers at all times.
- Coordinated with legal and compliance teams to ensure adherence to all relevant regulations and guidelines in consumer affairs practices.
- Analyzed consumer feedback data for patterns and actionable insights, informing product improvement efforts across departments.
- Utilized specialized software tools for efficient tracking and management of consumer cases, expediting issue resolution processes.
- Successfully defused tense customer interactions by demonstrating empathy, understanding, and genuine commitment to problem resolution.
- Provided exceptional service by actively listening to consumer needs and offering tailored solutions.
- Enhanced customer satisfaction by addressing and resolving consumer complaints and inquiries.
- Maintained and monitored systems and confirmed appropriate investigation and resolution of consumer issues per company complaint handling procedures.
- Trained new Consumer Affairs Representatives in best practices for navigating complex customer interactions, elevating overall team performance levels.
- Served as an advocate for consumers within the organization by sharing feedback directly with product teams, influencing positive change.
- Managed high-stress situations calmly and professionally while maintaining a solution-oriented mindset towards problem resolution.
- Received, processed, monitored and reported complaints involving product defects and product-related patient events.
- Educated consumers on product usage and features, increasing confidence in the company''s offerings.
- Collaborated with cross-functional teams to identify product issues and implement improvements, reducing complaint volume.
- Assisted customers on phone and in-office with questions, concerns and product availability.
- Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
Education
Bachelor of Science - Consumer Affairs
University of Massachusetts, Amherst
Amherst, MA05.1992
Skills
Customer Service
Data Entry
Computer Skills
Office Administration
Timeline
Administrative Assistant
West Penn Multi-List
03.2022 - Current
Consumer Affairs Representative
Ocean Spray Cranberries
02.1995 - 01.2002
Bachelor of Science - Consumer Affairs
University of Massachusetts, Amherst
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