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
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
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