Summary
Overview
Work History
Education
Skills
Timeline
Generic

Margo Cline

Lockport,NY

Summary


Experienced administrative professional prepared for this role with strong background in office management, scheduling, and communication. Skilled in handling multiple tasks efficiently, ensuring smooth operations, and supporting executive teams. Team collaboration and adaptability to changing needs drive consistent achievement of organizational goals. Known for reliability and fostering positive work environment.

Overview

27
27
years of professional experience

Work History

Director of Customer Service

Aero Instruments & Avionics, Inc.
08.2020 - 03.2025
  • Built strong relationships with customers to ensure customer loyalty and satisfaction.
  • Designed, developed and implemented a customer service training program that improved customer service satisfaction levels by 15%.
  • Managed a team of 5 customer service reps and ensured optimal customer service delivery through effective leadership.
  • Conducted regular customer support and feedback surveys to identify areas of improvement.
  • Analyzed customer service data to identify trends and areas of improvement.
  • Trained team on ERP system and Customer Service procedures.
  • Researched and corrected customer concerns to promote company loyalty.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Took ownership of customer issues and followed problems through to resolution.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

Director of HR

Aero Instruments & Avionics, Inc.
08.2018 - 08.2020
  • Recruitment and Selection
  • Training and Development
  • Performance Management
  • Employee Relations
  • Employment Law and Compliance
  • Compensation and Benefits and Administration
  • Payroll
  • Managed HR Policies
  • Coordinated meetings, ensuring timely reminders
  • Coordinated Travel arrangements
  • Liaison for Board Members and Executive Team
  • Compiled Meeting Minutes
  • Designated Employee Representative for Drug and Alcohol Program

AP/AR Administrative Specialist

Aero Instruments & Avionics, Inc.
10.2011 - 08.2018
  • Managed both AP/AR processes
  • Ensured accurate and timely payments to vendors
  • Collection from customers
  • Resolved discrepancies
  • Maintained Financial records
  • Invoice processing, Invoice generation
  • Account reconciliation
  • Reporting
  • Journal Entries
  • Posted cash receipts
  • Managed Expense Reports
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.

Executive Administrative Assistant

Verizon
10.2008 - 11.2010
  • Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
  • Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
  • Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
  • Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Collaborated with cross-functional teams, expediting project completion times and enhancing overall efficiency.
  • Screened calls and emails and initiated actions to respond or direct messages for managers.
  • Took notes and dictation at meetings.

Administrative Assistant

Verizon
01.2006 - 10.2008
  • 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.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of [Number] fleet vehicles.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.

Customer Service Representative

Verizon
03.1998 - 01.2006
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Business Administration

SUNY Buffalo State
Buffalo, NY

Skills

  • Organizational skills
  • Multitasking Abilities
  • Microsoft outlook, word, and Excel
  • Decision-making
  • Verbal and written communication
  • Adherence to high customer service standards
  • Workflow management
  • Time management
  • Filing
  • Clerical support
  • Cross-functional collaboration
  • Data entry
  • Computer skills
  • Office administration
  • Customer service

Timeline

Director of Customer Service

Aero Instruments & Avionics, Inc.
08.2020 - 03.2025

Director of HR

Aero Instruments & Avionics, Inc.
08.2018 - 08.2020

AP/AR Administrative Specialist

Aero Instruments & Avionics, Inc.
10.2011 - 08.2018

Executive Administrative Assistant

Verizon
10.2008 - 11.2010

Administrative Assistant

Verizon
01.2006 - 10.2008

Customer Service Representative

Verizon
03.1998 - 01.2006

Business Administration

SUNY Buffalo State

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