Lauren Forames
Leland,NC
Summary
I aim to secure a long-term position in a progressive company that utilizes my variety of technical, organizational and communication skills, which can lead to advancement.
Overview
23
23
years of professional experience
Work History
Executive Administrative Assistant
Godsell Construction Corp
Hicksville, NY
10.2005 - 03.2024
- Prepared agendas for meetings; took minutes during meetings; distributed meeting notes to appropriate personnel.
- Organized and maintained executive calendars, scheduled meetings, conferences, travel arrangements, and appointments.
- Provided secretarial support to the executive staff including composing correspondence, memos, presentations, reports and other documents as requested.
- Developed filing systems to maintain confidential records of personnel information and business activities in accordance with company policies.
- Coordinated communications between departments and field Supers to ensure timely completion of projects.
- Maintained up-to-date contact lists of vendors and suppliers while coordinating orders as required by executives.
- Ordered office supplies as needed while monitoring inventory levels to ensure adequate stock is available at all times.
- Answered incoming telephone calls from internal and external customers promptly and professionally; transferred calls appropriately; responded to inquiries in a timely manner.
- Created spreadsheets using Excel software program.
- Processed accounts payable and receivable transactions accurately within set timeframes.
- Opened, read and replied to e-mails, letters and correspondence on behalf of executives.
- Tackled and addressed top-level, high-priority issues with professional administrative discretion.
- Planned and completed group projects, working smoothly with others.
- Handled union weekly payroll and benefits for 150+ field employees.
Customer Service Representative Supervisor
CMS
Woodbury, NY
08.2002 - 10.2005
- Conducted regular performance reviews with team members to identify areas of improvement in customer service skills.
- Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies.
- Recruited, hired and trained new Customer Service Representatives according to company policy.
- Developed processes for handling escalated customer complaints in an efficient manner.
- Analyzed daily reports from agents on call trends, individual performance metrics and overall customer satisfaction levels.
- Resolved conflicts between customers and representatives when appropriate.
- Provided training and coaching on product knowledge, sales techniques, customer communication and problem resolution.
- Monitored team 60+ Customer Service Representatives to assess knowledge, tone and adherence to company policy.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Emergency Services Dispatcher
Pulse Answering Service
Port Jefferson Station, NY
02.2001 - 08.2002
- Received and processed emergency and non-emergency calls from the public, providing assistance as needed.
- Recorded detailed information of callers' requests for service, and dispatched appropriate personnel or resources to respond.
- Maintained accurate records of all calls received, including nature of incident, disposition, response time.
- Managed multiple incoming lines simultaneously while prioritizing calls according to severity level.
Education
Associate of Applied Science - Criminal Justice
Katharine Gibbs School
Melville, NY09-2006
High School Diploma -
Ward Melville Senior High School
East Setauket, NY06-1997
Skills
- Problem-Solving
- Computer Skills
- Call Management
- Works Well Under Pressure
- Teamwork and Collaboration
- Data Entry
- Information documentation
- Active Listening
- Decision-Making
- Information Gathering
Timeline
Executive Administrative Assistant
Godsell Construction Corp
10.2005 - 03.2024
Customer Service Representative Supervisor
CMS
08.2002 - 10.2005
Emergency Services Dispatcher
Pulse Answering Service
02.2001 - 08.2002
Associate of Applied Science - Criminal Justice
Katharine Gibbs School
High School Diploma -
Ward Melville Senior High School