WENDY MEAUX125 Hunters Way Victoria, TX 77904 409-267-7346 [email protected]
ADMINISTRATIVE/CUSTOMER SERVICE PROFESSIONALClient-driven, customer-focused leader with an unblemished track record and a sophisticated understanding of Administration Operations, Office Administration, Operational Efficiency and Quality Control. Exemplary reputation of consistent and reliable performance in delivering vast improvement to office systems and processes. Outstanding written, verbal and interpersonal communication skills with a profound understanding of the benefits of strategic relationship building and cross-team collaboration. Technically adept in the following systems: Microsoft Office (Word, Excel, and PowerPoint), CMS, Citrix, Rio, Avaya, TotalView IEX, Microsoft Lync, OMS, Kronos and Witness.
A R E A S O F S T R E N G T H
Customer Service/Satisfaction Calendar/Appointment Management Staff Training and Development Bank Reconciliation Statements Policies/Procedures Compliance Office/Staff Management Monthly Expense Reporting Process Improvement/Analysis Client Relationship Management
K E Y S K I L L S A S S E S S M E N T STRICT CONFIDENTIALITY – Discreetly handle highly confidential and critical customer information with a heightened sense of security, integrity and sensitivity to increase overall consumer confidence.
QUALITY ASSURANCE – Continually assess workflow effectiveness in order to streamline and develop improvements as a part of a comprehensive continuous process improvement initiative.
P R O F E S S I O N A L E X P E R I E N C E
Asurion, Inc., (Formerly N.E.W. Inc.) 2007-PresentCustomer Care SupervisorManage quality assurance standards while overseeing inbound customer call center operations for DirecTV. Lead, motivate and direct a team of Customer Care Representatives to deliver top-notch client services while upholding all established company policies and procedures. Set training schedules and enforce mandatory attendance.Key Accomplishments
Enhance operations, maintain uniformity and increase staff confidence by completing comprehensive 12-week training with new hires on company policies, procedures and protocols for handling customers and mitigating escalations. Ensure new hire Supervisors follow established Standard Operating Procedures for continued success.
Increase productivity, profitability and customer satisfaction levels by reviewing required call metrics and coaching each associate to meet the required call metrics set forth by the company.
Cross Telephone Company 2006-2007Executive Administrative AssistantDelivered discreet, confidential and direct administrative support to executive management. Organized and managed the daily workflow of the President’s office which included reviewing and approving travel expense reports; answering phones; booking travel arrangements; establishing and confirming appointments.Key Accomplishments
Served as “right hand” to the President of the company, ensuring that all duties were carried out with the highest degree of professionalism.
Prior work history includes: Executive Administrative Assistant (H&W Petroleum Co., Inc.), 2001-2006
E D U C A T I O N & T R A I N I N G
Bachelor of Arts in Business Administration, Victoria College, Victoria, TX (currently attending to receive this degree)
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