Melissa Brown
Hampstead,NC
Summary
Experienced administrative support professional with over 20+ years' experience in an eventful office. Proficient in Word, Excel, Lotus Notes, Outlook, SAP, Claritysoft, IEP Direct, Powerschool, Smarttime, Smartstaff. Limited experience with PowerPoint. Excellent communication, spelling and grammer skills. Ability to work independently or in a team setting. Capacity to work within a busy office environment with all levels of management, clients, and the general public. Highly effective at multi-tasking.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
FXAirguns USA
Wilmington, NC
01.2020 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
Special Education Secretary
Ledyard Public Schools
Ledyard, Connecticut
01.2015 - 01.2020
- Performed clerical and administrative support duties to optimize workflow procedures.
- Answered multi-line telephones and greeted visitors and parents to facilitate office operations.
- Participated in meetings, workshops and seminars to covey or gather information to perform functions.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Executive Administrative Assistant
Mohegan Sun Casino
Uncasville, CT
10.1996 - 09.2014
- Organized and updated schedules for executives.
- Used software to coordinate meetings, appointments and tasks senior executives.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Scheduled appointments and handled calenders for senior leadership.
- Prepared presentations, materials and documentation for use executives in meetings and engagements.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Gathered documents, data and formulated analytics to prepare issues for discussion and reports for review.
- Coordinated complex annual meeting involving multiple presenters, high number of global attendees, and robust budget encompassing livestream production, remote location arrangements and senior executive accommodations.
- Organized and coordinated conferences and monthly meetings.
- Created expense reports, budgets and filing systems for management team.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
Education
Business Certificate in Legal Administration - Legal Administrative Assistance
Huntington Institute
Norwich, CT05.1996
Skills
- Performance Tracking and Evaluations
- Verbal and Written Communication
- Administration and Reporting
- Work Prioritization
- Workflow Management
- Continuous Improvements
- Employee Coaching and Motivation
- Call Center Operations
- Time Management
- Handling Escalations
- Positive and Constructive Feedback
- Clerical Support
Timeline
Customer Service Manager
FXAirguns USA
01.2020 - Current
Special Education Secretary
Ledyard Public Schools
01.2015 - 01.2020
Executive Administrative Assistant
Mohegan Sun Casino
10.1996 - 09.2014
Business Certificate in Legal Administration - Legal Administrative Assistance
Huntington Institute