Patricia Miller

• Excellent customer communication skills. From the first to the last contact with our customers. Once the complaint is resolved, I personally called or wrote to our customers in order to make sure they were satisfied. Only then, could a complaint be closed.
• Reported results directly to regulatory agencies in 18 states. Accurately, reporting within the confines of established deadlines and content rules.
• Worked with all departments and levels within the company in order to get complaints resolved accurately and within specific deadlines.
• Identified and reported trends of customer complaints and presented to officers of the organization. This included process improvement suggestions.
• Assisted many team members when needed. Participated in team calls when emergency issues arose and insured the issue was understood by all.

Handled all escalated customer complaints in the 11 state area. Provided a report, to the director and vice president, once the complaints were resolved and our customers were happy.

Researched and wrote a quality plan; ultimately utilized by all operator service managers in 11 states. I put together monthly reports, using Excel, from the data sent to me from the field managers. The reports were utilized heavily during team and individual one-on-one meetings with the director.

• Assisted manager in all aspects of business operations.
• Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
• Developed and implemented strategies to streamline office operations.
• Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules.
• Volunteered to help with special projects of varying degrees of complexity.
• Trained and supervised employees on providing secretarial services to the directors reporting to the president.

• I performed a myriad of duties at 33 locations in a 18 month period of time. Mostly clerical duties. i.e., answer telephone, take messages, type letters, file.
• I spent many days at a insurance provider's office transcribing report findings. This was an 8 hours a day transcribing. The work was completed earlier than thought. At that time, typing speed was around 100 words a minute.

• Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
• Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
• Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
• After closing, prepared a schedule for cleaning the floors, large equipment and thorough cleaning in the kitchen.
• created nightly shift task lists to assign duties to each employee.
• Worked with several non-English speaking employees. Trained them how to do their jobs and keep up with the work flow.