amelia-res

Amelia Rose1513 SE 9 TH ST MOORE OKLAHOMA 73160 (405)703-0981 (281)702-5495

[email protected]/ https://www.linkedin.com/in/ameliamiddlebrookrose

SummaryAdministrative Assistant with over Ten years of experience in a variety of industries providing support to staff and senior executives. Versatile, with Management experience with companies as small as 20-50 employees to full scale multi-million dollar Corporations. Excellent time management skills with demonstrated ability to prioritize and handle multiple projects in face-paced environments. Ability to juggle several responsibilities at once. Customer service focus. Detail-oriented with success implementing solutions to create optimal efficiency. Work well independently and as a team member. Strong interpersonal and communication skills with the ability to collaborate with diverse individuals.

Skills & ExpertiseAll Windows operating systems along with Apple/MAC, Outlook, Word; Excel; PowerPoint, Donor Perfect, AS400. Word Perfect, PeopleSoft, and Ulti-pro along with Concur for travel planning and expenses. Excellent time management skills. Excellent interpersonal skills, phone manner, and office etiquette. Problem Solving; Scheduling; Outstanding communication skills. I am extremely motivated, and detail oriented: Capable of maintaining good/ professional relationships with colleagues. Customer Service, Time Management, Communication, Problem Solving; Mentoring, Team Management, Volunteering, Volunteer Management, Volunteer Recruiting; Customer Relations, Project Management & Training.. Event Management, Social Media, Event Planning, Nonprofits, & Public Speaking. Social Media, Fundraising; Community Outreach. Typing: 50 wpm,

ExperienceAdministration Assistant/Receptionist/Data Entry at Feed the Children/World NeighborsJanuary 2014 - Present (Current)Administrative and office support . Duties include filtering telephone calls, receiving and directing visitors, word processing, creating spreadsheets, and filing. Software skills are required, as well as Internet research abilities and strong communication skills. screening calls; managing calendars; meeting and event arrangements; preparing reports and financial data; training and supervising other support staff; and customer relations. Basic clerical tasks. Operates standard office equipment. I also work with our distribution centers here in Oklahoma City. I provide information to local volunteers ranging from directions, contact information, and information on other local partnering agencies. I am also cross trained in International Child Development. Helping to play catch up from 3 years’ worth of backlog artwork, letters and important documents from our sponsored children from 10 countries around the world. Scheduling appointments, giving

Amelia Rose 1513 SE 9 TH ST MOORE OKLAHOMA 73160 (405)703-0981 (281)702-5495


information to callers and providing face to face assistance with new applicants, visitors, vendors, and special guests. also responsible for assisting with the day to day tasks of ordering supplies, updating FAQ’s, and maintaining current employee lists for the entire company. Worked closely with World Neighbors on several “mail out” campaigns and direct mailers. Managing Donor Perfect updating donor information including personal information as well as financial information for the charity and the donors.

Agent at C.H. Robinson Worldwide, Inc.

June 2009 - February 2011 (1 year 9 months)Prepared transportation schedules routs and dispatch for truck driver. Communicated Daily with Load manager ensuring that all pickup/deliveries completed in time. Maintained Load call reports for over a thousand logistic companies. Provided a high quality of customer service uncommon to the logistic field. Known as a problem solver with excellent communication skills I created several S.O.P’s on how to duplicate performance. Trained new hires on standard operating procedure, and sometimes on how to smile. Kept records of value estimate and rating for the DOT. Maintained receipt of delivery for hundreds of carriers. I made outbound check in calls to drivers and taking incoming check in calls to stay ahead of any possible schedule conflicts.Lead/Customer Service at AT&T

January 2007 - August 2008 (1 year 8 months)Provided daily direction and communication to employees so that customer service calls were answered in a timely, efficient and knowledgeable manner. Continual evaluation of processes and procedures. I was responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. I did performance feedback and coaching on a regular basis to 15 people every week where I wrote performance reviews for skill improvement. I was always available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. I Ensured employees had appropriate training and other resources to perform their jobs. I responded to and resolves employee relations issues expressed by team members. Addressed disciplinary and/or performance problems according to company policy. Prepared warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required. Provided inbound customer service for national customer base. Consistent top producer with save ratio, phone time, and schedule adherence. Retain customers; discourage customers from disconnecting wireless service. Troubleshoot and resolve complex billing, technical issues and customer complaints. Appointed to mentor program, assisting new hires and tenured reps with adherence issues. Received numerous awards including.100% Quality for a full quarter 100% Quality By customer surveys many mailed/emailed recommendations by customers to AT&T. Then was promoted to lead in January 2008. Team leader/Administrative/Brand Ambassador at Events and Promotions

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2003- 2007 (4 years)Oversaw team management and supervision. Planned and applied new policies for team. Coordinated with team member and other colleagues. Led team activities, marketing, and finance and business relationships. Interviewed and hired applicant for team management and development. Prepared team report, development strategies and other documents for team management. Expressed and encourage for team development Perform general office duties such as ordering supplies. Maintained records management systems, and performing basic bookkeeping work. Handling time sheets and payroll duties. Prepared team report, development strategies and other documents for team management.

Quality Assurance Manager at Dish Network

January 2005 - March 2006 (1 year 3 months)Participated in design of call monitoring formats and quality standards. Performed call monitoring and provided trend data to site management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Monitored email customer contacts. Participated in customer and client listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff. Provides feedback to call center team leaders and managers. Prepares and analyzes internal and external quality reports for management staff review. Updated Company call center software (Search tool) to help with call flow and keeping answers standardized and efficient. Substitute Teaching at Alvin ISD

August 2001 - 2003 (2 years)Filled in for absent teachers in emergency and on short and medium term assignments. Followed teaching programs set by regular teachers and prepared outlines when necessary. Liaised effectively with colleagues in team teaching assignments. Integrated lessons into long-term curriculum plan to ensure continuity of education objectives. Set and corrected homework assignments and projects. Employed materials and techniques of regular teacher where available. Fostered safe, positive and supportive learning environment. Ensured good order and behavior in and out of class. Maintained attendance and achievement records in accordance with school policy. Completed appropriate report forms for subject teachers / academic supervisors. Respected confidentiality of personal information. Adhered to non-discriminatory policies and guidelines. Attended faculty meetings. Participated in general school duties as requested.

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Assistant Manager/ Sales Associate at Victoria's Secret Pink

July 2001 - 2003 (2 years)Making sure the shop floor runs smoothly. Meet the store's monthly targets and handle budgets. Recruit and train staff. Dealt with any enquiries and complaints and monitor customer service. Put together the rotations and shifts. Check that the products you sell are well displayed and set up planogram. Managing deliveries Greeted customers and determined their needs and wants. Discussed type, quality and number of merchandise required for purchase. Recommended merchandise based on individual requirements. Advised customers on utilization and care of merchandise. Provided advice to clients regarding particular products or services. Answered customers’ queries and concerns. Showed the live working of merchandise. Quoted prices and discounts as well as credit terms, trade-in allowances, warranties and delivery dates. Prepared sales contracts and accepted payment through cash, check and credit card. Assisted in display of merchandise. Maintained sales records for inventory control

EducationAlvin High SchoolDiploma, High School, 1998 - 2001Activities and Societies: Thespian Society, Theater Arts, FCCLA.University of Houston-Clear LakeBachelor’s Degree, Early Childhood Education and Teaching, 2002 - 2003Activities and Societies: Delta Gamma- Gamma Sigma Chapter

CertificationsNotary Public State of Oklahoma State of Oklahoma License 15003879 April 2015 to April 2019 Diploma in Project Management ALISON - License 276-6305960 January 2015Diploma in Human Resources ALISON - License 347-6305960 Diploma in Operations Management ALISON - License 345-6305960

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Fundraising for the Non-Profit ALISON - License 402-6305960 Fundamentals of Human Resources ALISON - License 227-6305960 Introduction to Change Management ALISON - License 845-6305960 Change Management - Organizational Capacity for Change ALISON - License 848-6305960 Change Management – Guiding Principles and Practices ALISON - License 846-6305960 Organizational Change - Managing and Supporting Employees ALISON - License 847--6305960 Introduction to Time Management ALISON -License 738-6305960

Honors and AwardsOutstanding Customer ServiceJanuary 2008- AT&T100% Quality for a full quarter. 1 call resolution. Top Team Performance -Team ACW & HOLD below the call center average.July 2008-AT&T

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