Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Terry Flack

San Angelo,TX

Summary

Professional and industrious Administrative Assistant, Receptionist bringing exceptional administrative experience. Organizes and manages simultaneous tasks to support customers and accomplish business goals. Organized scheduler well-versed in all aspects of administrative support.

Overview

22
22
years of professional experience

Work History

Front Desk Receptionist

H & R Block
01.2024 - Current
  • Answered telephone calls to field inquiries from callers seeking information regarding their income taxes
  • Signed in customers and making appointments
  • Made outbound retention calls to retain customers that had not scheduled an appointment
  • Scanned and filed confidential documents
  • Assisted Tax Pros with clerical support as requested and needed.
  • Answered telephone calls to field inquiries from callers seeking
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.

Front Desk Receptionist

H & R Block
01.2023 - 04.2023
  • Answered telephone calls to field inquiries from callers seeking information regarding their income taxes
  • Signed in customers and making appointments
  • Made outbound retention calls to retain customers that had not scheduled appointments
  • Scanned and filed confidential documents
  • Assisted Tax Pros with clerical support as requested and needed.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Entered and updated sensitive customer information during check-ins

Administrative Assistant Human Resources & Medical Staff Services

Midland Health
06.2022 - 09.2022
  • Answered telephone calls to field inquiries regarding insurance benefits
  • Verified credentials for all physicians on staff
  • Scanned and filed documents into employee database
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

Administrative Assistant Dispatch Department

First Service Plumbing Heating & Air Conditioning
02.2022 - 05.2022
  • Answered telephone calls to field inquiries from callers seeking information
  • Responsible for day-to-day duties including managing work order requests for dispatch department
  • Plan, schedule, and dispatch technicians to appropriate customers based on technician's skill set, location, and priority of customer needs.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.

Administrative Assistant

Muscular Dystrophy Association
02.2013 - 12.2021
  • Responsible for the day-to-day administrative duties for a non-profit organization
  • Worked under the direction of the Executive Director to support the development team and healthcare team
  • Recruited, trained, and supervised volunteers for various fundraising events and summer camps
  • Purchase order liaison for all special events and programs
  • Responsible for accounts payable and receivables for the district
  • Created an inventory system for program materials for the main office, remote offices, and multiple storage units
  • Supported remote staff in Amarillo, Lubbock, and Odessa with various administrative duties and requests.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Managed filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.

Human Resources Assistant

Basic Energy Services
12.2011 - 10.2012
  • Processed all records of new hires, rehires, and terminations in the SAP program
  • Ran E-Verify checks on potential employees; ran background checks and driving record checks on potential and current employees in LexisNexis
  • Processed all changes to employee records in including W-4, address changes, direct deposit, pay rate changes
  • Processed employment verifications regarding past/current employment
  • Receptionist duties as needed.
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
  • Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
  • Created and completed personnel action forms for hires, terminations, title changes and terminations.
  • Processed employee termination paperwork at direction of supervisory staff.
  • Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
  • Compiled employee records from individual departments to maintain central files.

Administrative Assistant

Temp Assignment Muscular Dystrophy Association
05.2010 - 12.2011
  • Organized and took inventory of all program materials in the office and storage along with all furniture, office supplies, and equipment
  • Created a master inventory list of the entire office
  • Various other office tasks.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Receptionist

Temp Assignment EOG Oil And Gas
05.2010 - 12.2011
  • Answered telephone calls to field inquiries from callers seeking information
  • Provided clerical support to company employees by copying, faxing, and filing documents
  • Prepared packages for shipment, pickup, and courier services.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.

Administrative Assistant

Temp Assignment Patriot Resources Oil & Gas
05.2010 - 12.2011
  • Reconciled all company accounts, including credit cards and employee expenses and commissions for monthly expense reports
  • Matched A/P checks to A/P invoices and filed
  • Entered timesheets
  • Organized year-end and new year filing system; responsible for all filing systems.

Call Center Customer Service Representative

Comcast Cable Company
09.2006 - 11.2009
  • Answered calls in allotted time frames to meet fast-paced call center demands
  • Detailed payment options and transferred customers to the billing department for payment or further questions regarding the bill
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Responded to customer calls and emails to answer questions about products and services.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.

Call Center Customer Service Representative

Cingular Wireless, AT&T
12.2001 - 09.2006
  • Achieved and consistently exceeded quota through product and service promotion
  • Documented detailed calls and complaints using call center's CRM database
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.

Education

Bachelor of Science - Human Development Family Studies

Texas Tech University
Lubbock, TX
05.1995

Skills

  • Customer Service
  • Time Management
  • Cash Handling
  • Telephone Etiquette
  • Problem-solving skills
  • Team Collaboration
  • Scheduling
  • Appointment Scheduling
  • Verbal and written communication
  • Administrative Skills
  • Office Organization
  • Oral and writing communication
  • File Organization
  • Front Office Management
  • Filing
  • Sensitive information handling
  • Work Prioritization
  • Initiative-taking
  • Complex Problem-Solving
  • File Management
  • Technical Support
  • Mail Sorting
  • Mail handling
  • Basic accounting
  • Clerical Support
  • Inventory Control
  • Mail distribution
  • Proficient in
  • Proficiency in Microsoft Office Suite
  • Microsoft Teams
  • Office 365 for Business
  • Skype for Business
  • Convio
  • Financial Management System (FMS)
  • LexisNexis
  • SAP
  • ADP
  • Salesforce
  • And various other programs and databases
  • Office Supply Management
  • Supply Ordering
  • Office Equipment Maintenance
  • Bank Deposits
  • Claims Handling
  • Document Control
  • Document Management
  • Records Maintenance
  • Professional Demeanor

References

References available upon request

Timeline

Front Desk Receptionist

H & R Block
01.2024 - Current

Front Desk Receptionist

H & R Block
01.2023 - 04.2023

Administrative Assistant Human Resources & Medical Staff Services

Midland Health
06.2022 - 09.2022

Administrative Assistant Dispatch Department

First Service Plumbing Heating & Air Conditioning
02.2022 - 05.2022

Administrative Assistant

Muscular Dystrophy Association
02.2013 - 12.2021

Human Resources Assistant

Basic Energy Services
12.2011 - 10.2012

Administrative Assistant

Temp Assignment Muscular Dystrophy Association
05.2010 - 12.2011

Receptionist

Temp Assignment EOG Oil And Gas
05.2010 - 12.2011

Administrative Assistant

Temp Assignment Patriot Resources Oil & Gas
05.2010 - 12.2011

Call Center Customer Service Representative

Comcast Cable Company
09.2006 - 11.2009

Call Center Customer Service Representative

Cingular Wireless, AT&T
12.2001 - 09.2006

Bachelor of Science - Human Development Family Studies

Texas Tech University

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Terry Flack