Andrea DeVries
Mount Olive,IL
Summary
Knowledgeable in customer service with background in call center environment. Demonstrated ability to build rapport with customers and influence purchasing decisions, leading to increased sales. Proven skills in persuasive communication and active listening.
Overview
39
39
years of professional experience
Work History
Office Coordinator
Illinois Department of Healthcare and Family Services
02.2024 - Current
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Managed office activities by maintaining communication between clients, tracking records, and filing all documents. Keyboard letters, forms, records, and other documents relative to income withholding operations.
- Gathers information and issues referrals for account in need of adjustments to designated accounting staff and referrals for cases in need of legal actions to attorney's for Child Support Specialists.
- Maintained payroll information by calculating, collecting, and entering data.
- Managed payroll administration duties efficiently to minimize errors in timekeeping records or payment discrepancies.
Illinois Lottery
State of Illinois
05.2012 - 01.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Gathered, entered, and/or updated data to maintain departmental records and databases, establishes and maintains files and records for the office.
- Ability to follow oral and written instructions.
- Utilized PC to compose letters, memos and other material to the public, sales agents and others providing information, answering inquires, explaining and interpreting rules, regulations and procedures as pertains to the Lottery programs, operations and activities; complied, prepared and keyboarded information in statistical data for weekly, monthly and special activity and productivity reports.
- Knowledge of accounting techniques and procedures; accurately and completely prepares and edits winning lottery claims using PC. Processes and pays on-line and instant claims; reviews, verifies and balances weekly prize and check writing reports; balancing sheets, logs, statical reports and charts for Lottery players and the general public; interprets and explains Federal and State tax withholding rules. Knowledge of principles and functions of standard accounting machines and equipment.
- Knowledge of office management principles and procedures. Identified and resolved client concerns. Able to communicate easily with retailers/customers on policies and procedures. Excellent organizational and prioritizing skills, ability to work with little supervision, detail oriented, ability to multi-task and work well with others.
- Extensive knowledge of a PC network system and the ability to work with major software programs such as Word, Excel and PowerPoint. Ability to type 55 words per minute. Adaptable and motivated to learn.
Call Center Representative/Scheduling Coordinator
SIU School of Medicine
05.2012 - 09.2014
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
- Directed telephone calls to appropriate parties.
Corporate Travel Consultant
Carlson Wagonlit Travel
02.2001 - 03.2009
- Generated sales and built client relationships.
- Responsible for booking corporate business travel that included air, rail, hotel and car reservations for domestic and international travel .
- Contributed in Carlson's profitability by being one of the top sales agents in an office of ninety plus agents throughout my employment.
- Was responsible for negotiation rates with airlines and hotel vendors. Ability to process financial information. Organized conventions and conference calls.
- Gave customers timely, accurate and relevant information. Was able to remain current on information we provided to each customer/company. I have a passion for delivering extraordinary service to customers. Was recognized for my superb time management and excellent customer service.
Office Assistant
Country Companies Insurance
09.1999 - 03.2001
- Accepted premium payments and posted to corresponding accounts.
- Reviewed and updated client information and entered data into the clients account using PC.
- Gave quotes on auto, home and life insurance. Knowledge of accounting techniques and procedures.
- Knowledge of business English,spelling and commercial arithmetic.
- Opened and distributed mail. Used office equipment for daily jobs including phone, computer, fax, adding and copy machines.
- Knowledge of office methods and procedures.
Senior Corporate Travel
American Express
08.1986 - 06.1999
- Top producer in sales six consecutive years in a row.
- Responsible for booking corporate business travel that included air, rail, hotel and car reservations for domestic and international travel.
- Knowledge of accounting techniques and procedures.
- Developed and managed customer relations that maximized service satisfaction and generated repeat/referral business that contribute to sales growth.
- Was able to listen and lead the conversation to solve problems in a timely manner with all types of customers in all circumstances. Was a trusted advisor by offering informed and insightful recommendations which provided the very best experience in each situation.
- Responsible for accepting American Express card member payments and posting to appropriate accounts.
- Knowledge of office methods and procedures.
Education
Associate of Science - Business Communication
Land of Lincoln Community College
Springfield, IL05-2009
Associate of Arts - Tourism
Southeast Academy For Travel And Tourism
Kissimmee, FL06-1985
Timeline
Office Coordinator
Illinois Department of Healthcare and Family Services
02.2024 - Current
Illinois Lottery
State of Illinois
05.2012 - 01.2024
Call Center Representative/Scheduling Coordinator
SIU School of Medicine
05.2012 - 09.2014
Corporate Travel Consultant
Carlson Wagonlit Travel
02.2001 - 03.2009
Office Assistant
Country Companies Insurance
09.1999 - 03.2001
Senior Corporate Travel
American Express
08.1986 - 06.1999
Associate of Science - Business Communication
Land of Lincoln Community College
Associate of Arts - Tourism
Southeast Academy For Travel And Tourism
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