Nichole Fortin
North Reading,MA
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Executed bookkeeping tasks for corporations and excelled at quickly learning new accounting methods and procedures. Excellent accounting skills and attention to detail leading to decreased loss of revenue.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Administrative Assistant / Customer Service Representative
Doulos Incorporated
Tewksbury, MA
09.2009 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current
- Tracked and submitted employee timesheets for payroll processing
- Prepared packages for shipment by generating packing slips and setting up courier deliveries
- Decreased office expenses by 10% by creating stock control system
- Maintained excellent relationship with clients and delivered on time, which resulted in 3 follow-on projects
- Arranged travel and hotel accommodations for international and domestic business meetings and trips
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service
- Verified data when processing incoming and outgoing checks and wire transfers to increase accuracy
- Conducted research using various media sources to obtain relevant data for staff requirements.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Processed new hire paperwork and documents.
- Issued tax forms on annual basis.
- Calculated correct costs for project-specific goods and services by gathering information from team members, sub-contractors and vendors.
- Prepared estimates used by management for purposes such as planning, organizing and scheduling work.
- Resolved problems, improved operations and provided exceptional service.
Special Education Paraprofessional
Town of North Reading
North Reading, MA
08.2019 - Current
- Collaborated with teacher to create customized classroom environment integral to students' needs.
- Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
- Supported students with personalized accommodations, extra assistance and educational assessments
- Assist in teaching elementary school students with average class size of 23, including 5 students with learning challenges, in inclusive classroom
- Collaborated with teacher to develop personalized and successful learning strategies
- Communicated affirmatively and promoted positive attitudes with every student
- Met one-on-one with autism students and implemented targeted behavioral plans
- Escorted students to restroom cafeteria, outside to playground and on field trips
- Managed class of special education students in absence of lead teacher
- Provided special attention to individuals needing extra academic or behavioral guidance during classes
- Coordinated with teachers to support instruction implementation through students' specific needs and progress evaluations
- Handled diverse tasks for teachers, including clerical support, classroom management and document coordination
- Completed documentation on student behaviors, interventions and results
- Liaised with team of professionals to implement comprehensive educational action plans for special needs and at-risk students.
Customer Service Representative
Scotts Lawn Service
Andover, MA
05.2005 - 07.2007
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented conversations with customers to track requests, problems and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Delivered service and support to each customer, paving way for future business opportunities
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Assessed customer account information to determine current issues and potential solutions
- Set up and activated customer accounts
- Reviewed account and service histories to identify trends and issues
- Trained new employees on procedures and policies to maximize team performance
- Relayed productive customer feedback to marketing teams
- Assessed customer needs and upsold products and services to maximize sales
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered excellent customer service, resulting in consistent 97% customer satisfaction rating.
Education
Paralegal Certificate - Paralegal Studies -
The Salter School
TewksburyBachelor of Applied Science - Nursing
Salem State University
Salem, MAAssociate of Science (A.S - Health Science
North Shore Community College
Danvers, MASkills
- Customer Account Management
- Multitasking and Prioritization
- Responding to Difficult Customers
- Precision and Accuracy
- QuickBooks
- Accounts Receivable
- Accounts Payable
- CRM Tracking
- Creative Problem Solving
- Customer Data Confidentiality
- Teaching and instruction
- Verbal and written communication
Certification
Paralegal Certification
The Salter School
Timeline
Special Education Paraprofessional
Town of North Reading
08.2019 - Current
Administrative Assistant / Customer Service Representative
Doulos Incorporated
09.2009 - Current
Customer Service Representative
Scotts Lawn Service
05.2005 - 07.2007
Paralegal Certificate - Paralegal Studies -
The Salter School
Bachelor of Applied Science - Nursing
Salem State University
Associate of Science (A.S - Health Science
North Shore Community College