Susan McNutt
Springfield,IL
Summary
Dynamic Operations Associate with a proven track record at the Secretary of State Office, enhancing customer satisfaction through effective issue resolution and operational efficiency. Skilled in database management and adept at multitasking, I consistently prioritized tasks to meet deadlines while maintaining meticulous records and supporting team collaboration.
Overview
28
28
years of professional experience
Work History
Operations Associate
Secretary of State Office
Springfield, IL
11.1996 - Current
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Maintained accurate records using various software systems, ensuring data integrity and regulatory compliance.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Proofread and edited documents for accuracy and grammar.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Audit all paper and web based applications for notary public licensing.
- Issue notary public licenses.
- Prepare letters for applications that were rejected for notary public licenses.
- Prepare apostilles and cerificates for documents to be used in Hague and non-Hague Convention countries.
- Prepare correscorrespondence to constituents when foreign documents do not meet the criteria for apostilles or certificates.
- Validate all checks, credit card and cash receipts for applications processed to day before.
- Balance all validated monies at the end of the day.
- Set up credit card payments either at the front counter or via email/secure server.
Education
Journalism
Lake Land College
Mattoon, ILHigh School Diploma -
Mattoon High School
Mattoon, ILSkills
- Customer service
- Deadline management
- Verbal and written communication
- Interpersonal and written communication
- Team support
- Relationship building
- Operational efficiency
- Operational reporting
- Process improvements
- Workload prioritization
- Database management
- Standard operating procedures
- Quality control analysis
- Process enhancements and revisions
- Issue researching and resolution
- Documentation and recordkeeping
- Excel spreadsheets
- Records management
- Business correspondence writing
- Spreadsheet management
- Support services
- Report writing
- Multi-line phone proficiency
- Proofreading
- Mail handling
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Team collaboration
- Telephone and email etiquette
- Active listening
- Decision-making
- Task prioritization
- Self motivation
- Analytical thinking
- Conflict resolution
- Invoice processing
- Professionalism
Timeline
Operations Associate
Secretary of State Office
11.1996 - Current
Journalism
Lake Land College
High School Diploma -
Mattoon High School