Lea Anne Frazier
Front Royal,VA
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Dedicated student interested in applying excellent communication and interpersonal skills to a [Job Title] role. Experienced in data entry and handling money. Can quickly memorize product details and build customer relationships.
Overview
47
47
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Warren County Veterinary Clinic
Front Royal, VA
06.2018 - Current
- Ensure the clients have a positive experience at the clinic
- Schedule patients, obtaining all the necessary data regarding the patient and the owner
- Check in patients, prompting correct forms for the scheduled appointment
- Check out clients, collecting payment to include making change for cash payments, processing credit card payments and obtain proper identification when necessary
- Receive incoming calls, emails, text messages and respond promptly
- Screen telephone calls and route to the appropriate person/department
- Check online pharmacy for new prescription requests and route to doctors for approval/denial
- Perform clerical duties to include scanning of documents to patient charts, auditing client information, faxing documents, word processing and sending and receiving postal mail
- Call clients to confirm patient appointments
- Fill veterinary prescriptions with appropriate medication
- Run end of day financial reports to ensure there are no financial discrepancies regarding cash, credit cards and check
- Submit reports for practice manager
- Balance cash drawer
- Know fees for routine services
- Train new customer service representatives.
Administrative Assistant/Bookkeeper
Humane Society of Warren County
Front Royal, VA
01.2013 - 04.2018
- Manage accounts payable and account receivable
- Handle all aspects of payroll to include: federal and state deposits and quarterly and annual forms that include but are not limited to W2’s and 941’s
- Assist with budget development and revisions
- Prepare bank deposits and reconcile monthly statements
- Maintain employee confidence and protect operations by keeping information confidential and secure
- Report all financial discrepancies to the Executive Director immediately
- Assist Executive Director by reading, researching, and routing correspondences, and drafting letters and documents
- Comply with federal, state, and local legal requirements in regards to employee files
- Prepare reports for, or as requested by the Executive Director
- Handle all aspects of Worker Compensation Claims
- Ensure security of HSWC data and information is maintained by completing regular database backups and anti-virus is updated and functioning properly
- Provides historical reference by developing and utilizing filing and retrieval systems and recording meeting discussions
- Ensures continued operation of HSWC physical equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques
- Greet customers in person and on the phone and provide information by answering questions and requests
- Make customers feel valued and important
- Maintains customer confidence and protects HSWC operations by keeping information confidential
- Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies and verifying receipt of supplies
- Assist with all bulk mail projects
- Responsible for accurate and timely reporting on all Worker Compensation Claims
- Responsible for membership renewals, outreach for new members and maintaining an accurate membership list
- Provide guidance and assistance for the annual Membership Meeting (ie
- Venue Coordination, Invitations/Guest List, Ballots/Final Vote Count, etc)
- Schedule Spay/Neuter procedures for clients’ adopted animals
- Oversight of the Spay/Neuter fund
- Supervise the Adoption Coordinator
- Maintain and update all HSWC computer and office equipment
- Responsible for the maintenance of the HSWC website, Facebook pages and RescueConnection Software
- Assist, as requested, at HSWC events and fundraisers
- Assist as needed in the daily maintenance and cleaning of the facility
- Continuously worked in a cooperative effort with all employees, volunteers and members to better HSWC and the lives of the animals we came in contact with
- I have worked in all areas at HSWC
- From cleaning kennels, vaccinating and medicating animals, covering the Adoption and Intake Desks, and managing and providing guidance to HSWC employees.
Interim Executive Director and Administrative Assistant/Bookkeeper
Humane Society of Warren County
Front Royal, VA
09.2017 - 02.2018
- Oversee HSWC personnel and volunteers
- Conducted incident and disciplinary reviews
- Assisted with applicant interviews for kennel attendants
- Supervise documentation related to human resources
- Ensure the well-being and humane treatment of animals entrusted to HSWC as mandated by the Code of Virginia and the Virginia Board of Veterinary Medicine regulations
- Administer policies set by the Board and represent the Board in the day to day activities of the animal shelter
- Serve as a liaison between the Board of Directors and staff
- Attend Board meetings and committee meetings as appropriate
- Submit monthly and annual reports in all areas of responsibility
- (i.e
- Budget, financial, statistics)
- Support the Board’s policies with regard to financial management
- Manage employee payroll and compensation, operational expenses, purchasing and procurement records
- Testified in General District Court in cases involving animal welfare
- Maintained a live release rate of greater than 90% per goals of HSWC.
Adoption Coordinator
Humane Society of Warren County
Front Royal, VA
10.2011 - 12.2012
- Revamped the entire adoption process
- Designed current adoption application, adoption contract and introduced new procedures to begin the journey for HSWC to become a No Kill shelter
- Maintained a high level of knowledge of adoptable animals and adoption, foster, volunteer processes
- Responsible for cleaning and maintaining the lobby area; greet all visitors and assist them with their questions and needs
- Direct potential adoptees to adoptable animals and have kennel staff show animals to prospective adopters and observe their visitations
- Assist adopters with completing adoption paperwork
- Keep extra and accessible copies of adoption, spay/neuter, foster & volunteer applications visible at desk
- Maintain Adoption Log/Binder
- Maintain Foster Home Binder and hold quarterly foster parent orientations
- Turn volunteer applications over to Volunteer Coordinator
- Make final decision on adoption applications & foster homes
- Fill out Spay/Neuter paperwork & schedule subsequent appointments
- Assist with Adoption Form/Policy revision as requested
- Log and send all Microchip stats to microchip company for recording
- Evaluate program’s success
- Post the names and pictures of animals adopted on Facebook and change the status of animals on Petfinder.com daily
- Place HOLD cards on kennels as appropriate
- Assist with records retention for 5 years and purging records after 5 years
- Supervised Court Ordered Community Service Volunteers and HSWC volunteers
- Supervised personnel in the absence of their Team Leaders
- Responsible for revenue collected from adoptions and walk-in donations
- Reconciliation & accountability as monies are turned over to the Administrative Assistant/Bookkeeper
- Create and submit quarterly Customer Service Surveys
- Member of the Leadership Team.
General Manager/Production Coordinator
National Media Services, Inc.
Front Royal, VA
03.2003 - 10.2009
- Managed the production area to ensure correct and efficient manufacturing of customer products, in a timely manner, and to ensure a productive work environment when the owner was not present
- Tracked customer projects in house using QuickBooks software
- Handled sales calls, made sure the pricing on all sales orders was correct, contacted customers for additional information regarding their projects, and troubleshooted projects when difficulties arose
- Handled human resource issues and counseled employees when issues arose
- Handled hearings with the Employment Commission when former employees applied for Unemployment Benefits
- Made sure invoices were completed for orders in a timely manner and payment(s) received from the customers using QuickBooks software
- Projects included CD, DVD, video and cassette tape manufacturing, printing of paper products and T-shirts.
Entrepreneur
Signal Knob Office Services
Strasburg, VA
05.1998 - 03.2003
- Ran own business handling administrative functions for various businesses
- Transcribed tapes, managed a Call Center for a major association, designed flyers and brochures, and handled media releases
- Supervised membership drives for associations to obtain new members and retain current members and many other clerical and administrative functions.
Office Manager, Records Department
Winchester Police Department
Winchester, VA
07.1997 - 04.1998
- Responsible for all functions of the records department and supervision of employees within the division
- Reviewed applications and interviewed potential employees for the records division
- Assigned duties to records division employees
- Maintenance of time sheets for all records division employees
- Responsible for Data entry, reporting monthly statistics to the Commonwealth of Virginia (Uniform Crime Report) using the records management database, completing monthly statistical reports pertaining to police department records, answering telephones and routing the calls to the proper location, assisting citizens and disseminating reports to the public, transcription of taped statements, filing, and photocopying
- Responsible for operating and maintaining Local Area Network system (Novell) for records management database
- Assisted with the disposition of property in the possession of the department.
Data Entry Specialist
Winchester Police Department
Winchester, VA
10.1992 - 06.1997
- Responsible for the entry of all police department incident reports, arrest records, and property sheets
- Compiled monthly Uniform Crime Report and later a monthly Incident Based Report for the Commonwealth of Virginia
- Compiled monthly statistical data for the city council report.
Emergency Services Dispatcher
Winchester Police Department
Winchester, VA
09.1991 - 10.1992
- Answered emergency and non-emergency calls dispatching the proper police, fire and/or rescue units, making decisions in high pressure, life/property threatening situations
- Assisted the citizens by telephone and in person
- Entered data into the Computer Aided Dispatch system and warrant information into the records management database.
Clerk Typist III
Frederick County Department of Social Services
Winchester, VA
04.1987 - 09.1991
- Responsible for data entry into the statewide database for recipients of services provided by the Department of Social Services
- Prepared and filed case files for eligibility and social workers
- Answered telephones and assisted citizens via telephone and in person
- Scheduled appointments for eligibility workers
- Responsible for compiling and reporting monthly fraud statistics to the Commonwealth of Virginia
- Responsible for maintaining a Special Welfare Account for payments received for overpayment of benefits and foster care children.
Emergency Services Dispatcher
Winchester Police Department
Winchester, VA
06.1982 - 03.1987
- Responsible for answering emergency and non-emergency calls and dispatching the appropriate police, fire and/or rescue units
- Maintaining records for each officer assigned to the current shift
- Logging all calls received via telephone or in person
- Typing police incident, arrest and accident reports then disseminating the reports.
Emergency Services Dispatcher
Strasburg Police Department
Strasburg, VA
05.1981 - 06.1982
- Responsible for answering emergency and non-emergency calls and dispatching the appropriate police, fire and/or rescue units and keeping accurate logs of all calls received and dispatched
- Type police incident reports, arrests, and accident reports
- Responsible for compiling statistical data for a monthly town council report.
Emergency Room Nursing Assistant
Shenandoah Memorial Hospital
Woodstock, VA
01.1980 - 05.1981
- Responsible for signing in patients requiring emergency medical treatment
- Filing of patient charts
- Assisting doctors and nurses with all aspects of patient care, except the administering of medication
- Clean and sterilized equipment used in emergency procedures.
Emergency Services Dispatcher
Shenandoah County Sheriff’s Department
Woodstock, VA
08.1977 - 12.1979
- Responsible for answering emergency and non-emergency calls and dispatching the appropriate police, fire and/or rescue units
- Typed and filed police incident reports
- Served as part-time matron when female prisoners were incarcerated, transported to court or another facility.
Education
Central High School
06.1977
Skills
- Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Proficient with QuickBooks
- Knowledgeable in the operation of general office equipment
- Time management skills
- Excellent task management
- Data Entry
- Account Updating
- Product Knowledge
- Data Collection
- Call Management
- Scheduling
- Paperwork Processing
- Complaint Resolution
- Report Generation
- Appointment Scheduling
- Inbound and Outbound Calling
- Report Transcription
- Shipping and Receiving Understanding
- De-Escalation Techniques
- Document Control
- Customer Relationship Management (CRM)
- Computer Proficiency
- Courteous Demeanor
Certification
- Accounting Fundamentals – 2013 (Lord Fairfax Community College)
- Administrative Assistant Fundamentals – 2014 (Lord Fairfax Community College)
- Non-Profit Management certification 2014 (Lord Fairfax Community College)
- Administrative Professionals Day: Life’s A Beach – 2016(Lord Fairfax Community College)
- Administrative Professionals Day: Let the Good Times Roll – 2017 (Lord Fairfax Community College)
- Yount, Hyde & Barbour Annual Symposium for Not-for-Profit Organizations 2013-2017 i.e. tax law, new requirements for non-profits regarding tax reporting, best practices for reporting financial data.
Hobbies and Interests
- Fostering unweaned and/or ill kittens
- Crafts
- Spending time with friends, family, and pets
Affiliations
- Crafts
- Pets
- Cooking
References
References available upon request.
Timeline
Customer Service Representative
Warren County Veterinary Clinic
06.2018 - Current
Interim Executive Director and Administrative Assistant/Bookkeeper
Humane Society of Warren County
09.2017 - 02.2018
Administrative Assistant/Bookkeeper
Humane Society of Warren County
01.2013 - 04.2018
Adoption Coordinator
Humane Society of Warren County
10.2011 - 12.2012
General Manager/Production Coordinator
National Media Services, Inc.
03.2003 - 10.2009
Entrepreneur
Signal Knob Office Services
05.1998 - 03.2003
Office Manager, Records Department
Winchester Police Department
07.1997 - 04.1998
Data Entry Specialist
Winchester Police Department
10.1992 - 06.1997
Emergency Services Dispatcher
Winchester Police Department
09.1991 - 10.1992
Clerk Typist III
Frederick County Department of Social Services
04.1987 - 09.1991
Emergency Services Dispatcher
Winchester Police Department
06.1982 - 03.1987
Emergency Services Dispatcher
Strasburg Police Department
05.1981 - 06.1982
Emergency Room Nursing Assistant
Shenandoah Memorial Hospital
01.1980 - 05.1981
Emergency Services Dispatcher
Shenandoah County Sheriff’s Department
08.1977 - 12.1979
Central High School
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