Paula Santillo
Tonawanda,NY
Summary
Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills. Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Detail-oriented administrative assistant with experience in customer service, data entry and office management. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
Grey Wolf Coast To Coast Transportation LLC
02.2014 - 06.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
Customer Service Representative
Charter One Bank NA
04.2009 - 02.2014
- Exhibited high energy and professionalism when dealing with clients and staff.
- Assessed caller accounts to determine Type benefits, identify service needs and resolve issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Provided advice on different bank products and financial options.
- Balanced teller drawers and ATM cash.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
- Evaluated client financial positions and identified most appropriate banking products.
- Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
- Supervised branch operations and made continuous improvements in each area.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Performed loan servicing functions to check compliance with applicable terms and conditions.
- Prospected for new business through networking, community outreach and customer referral generation.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Built and maintained productive relationships with internal and external C-level executives to facilitate business success.
- Worked directly with clients investing minimum of $Amount.
- Effectively communicated with customers about account changes, new Type products or services and potential Type upgrades.
- Answered constant flow of customer calls with minimal wait times.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Cleaner
Cody's Cleaning
02.2008 - 04.2009
- Used time management and efficient cleaning methods to meet deadlines.
- Handled equipment, chemicals and materials properly and with caution.
- Emptied trashcans and transported waste to collection areas.
- Organized and used industrial cleaning products following strict safety procedures.
Customer Service Representative
Tele Tech Communications
01.2007 - 02.2008
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Education
High School Diploma - General
Tonawanda Senior
Tonawanda NY 14150Skills
- Mail Management
- Employee Training
- Excel Spreadsheets
- Data Entry Documentation
- Office Equipment Maintenance
- Office Management
- Budgeting
- Spreadsheets
Timeline
Administrative Assistant
Grey Wolf Coast To Coast Transportation LLC
02.2014 - 06.2020
Customer Service Representative
Charter One Bank NA
04.2009 - 02.2014
Cleaner
Cody's Cleaning
02.2008 - 04.2009
Customer Service Representative
Tele Tech Communications
01.2007 - 02.2008
High School Diploma - General
Tonawanda Senior
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