Kristina M. Formisano
Woodlyn,PA
Summary
I am an Administrative Assistant with a strong background in customer service looking to acquire a position that includes a remote or hybrid remote setting. I have a fast understanding of procedural knowledge, which has given me an advantage of supporting hundreds of potential clients and inquirers in making their decision for legal retention and appeals processing.
Overview
4
4
years of professional experience
Work History
Senior Administrative Assistant
Delaware Dept. Of Labor, UI Division
07.2023 - Current
- Handled incoming calls regarding inquiries for appeals process.
- Clarified any communication discrepancies between the division and inquirer calling.
- Maintained a call log of who called for which cases, and how many times per month.
- Managed electronic records database and handled all appeal requests.
- Created and updated records and files to maintain federal document compliance
- Offered technical support and troubleshot any issues that arose suddenly.
- Prepared and updated documents, reports and spreadsheets.
- Assisted supervisory staff with management of master calendars and task prioritization.
- Conducted research to assist with routine tasks and special projects.
- Coordinated trainings for new team members, and overseeing onboarding details.
- Assisted coworkers and staff members with other tasks on a daily basis.
Intake Specialist and Administrative Assistant
Aviso Law LLC
05.2021 - 04.2023
- Handled a multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Monthly review of all inbound recorded calls and compiled a monthly report for Partnering Attorney's review.
- Typical count average of 125-225 calls per day.
- Scheduled office meetings and client appointments for staff teams.
- Executed record filing system to improve document organization and management.
- Restocked supplies and to maintain adequate stock levels.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Maintained databases to track and record customer data.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Customer Service Representative
Spectrum Wireless
04.2020 - 04.2021
- Maintained call volume average between 125-225 calls per day.
- Managed multiple lines of inbound callers.
- Enhanced customer satisfaction by quickly addressing concerns and providing accurate policy information.
- Followed call center protocols for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
Education
Bachelor Of Arts - Law & Society
Pennsylvania State University
University Park, PA06.2023
Skills
- Case Management and Procedural Knowledge
- Customer Service and High Conflict Resolution
- Staff Management Support
- Productivity Software and Training
Softwares
- Adobe Acrobat Pro
- Microsoft Word and Excel
- Outlook Calendars
- Box Sharefile
- RocketMatter and Clio Client Development
- NonMon, MainFrame, and ServiceNow Case Management
- State E-Filing Systems
- LawPay Billing and Operation systems
- Scorpion Marketing, Local Service, and Google Advertisements
- RingCentral Phone Software
References
References available upon request
- Thomas W. Justice - Chief Appeals Referee
- Lisa A. Brozozowski - Higher Appeals Board Administrator
- Ryan S. Coward - Partnering Attorney
Timeline
Senior Administrative Assistant
Delaware Dept. Of Labor, UI Division
07.2023 - Current
Intake Specialist and Administrative Assistant
Aviso Law LLC
05.2021 - 04.2023
Customer Service Representative
Spectrum Wireless
04.2020 - 04.2021
Bachelor Of Arts - Law & Society
Pennsylvania State University
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