Experience

Consolidated School of Business

• Internship Search

  • Aug 2011 - Oct 2012

  A well rounded Program: Legal Classes in: Terminology, Transcription, Contracts, Business Law, Administrative Law, Civil Litigation, Criminal Law, Family Law, Wills, Trusts and Estates, Legal Research and Writing, Advanced Legal Writing, as well as Fundamentals of Legal Assisting. Also Classes on Communication both writing and speaking, Principles of management and supervision, Microsoft classes to prepare me to become Microsoft specialist.



Paquette Psychological

• Personal Assistant and Administrative Assistant

  • 2012 - 2012

  Lancaster, Pennsylvania Area Handled a variety of tasks including but not limited to: Administrative and Personal Assistant for both Mr and Mrs. Paquette. Maintained schedules and investigation into insurance claims. Used a variety of systems to work with each insurance company in billing and payment processing, answered phones as well as handling correspondence. Time in this position was less than 1 year as they Paquette's moved to California to work on new business endeavors.



VERIZON COMMUNICATIONS

• Customer Service Representative

  • Jan 1993 - Jan 2007

  Handled customer inquiries, complaints, billing questions, and payment extension service requests. Managed high-volume workload within a deadline-driven environment. Select accomplishments: Successfully diffused volatile customer situations - resulting in retention of uncounted business and personal letters of commendation to superior staff of Verizon. Initiated service changes and recommended service options. Scheduled phone, fax and computer line installations. Provided… Show more Handled customer inquiries, complaints, billing questions, and payment extension service requests. Managed high-volume workload within a deadline-driven environment. Select accomplishments: Successfully diffused volatile customer situations - resulting in retention of uncounted business and personal letters of commendation to superior staff of Verizon. Initiated service changes and recommended service options. Scheduled phone, fax and computer line installations. Provided detailed and accurate accounts of customer calls for prevention of further audit issues. Consistently met and/or exceeded supervisory expectations. Awarded Commendation of the Year Award for going above and beyond the call of duty for all customers. Viewed as exceptional team player. Successfully supported an understaffed call center by taking on larger workload and extended hours - doing work of two consultants. Resolved an average of 250 customer contacts in any given week, exceeding weekly contact targets. Consistently met performance benchmarks in areas of speed, accuracy and customer satisfaction. Cross-sold services on a large amount of calls. Upgraded customers on new long distance packages, as well as Internet, Satellite television, and wireless service. Internal Research and Help Desk. Assisted in setting up and maintaining the desk used for all employees to have direct research contact for immediate answers. This also involved addressing customer complaints that came in via mail. New Employee Development. Followed up training with new employees when first dealing with customers and Federal and State mandated changes. Entrusted to serve as acting manager during times of management vacation or absence. This included resolving customer complaints and ensuring the efficient completion of all workloads. Show less