Mary Ware is a business administration and customer service professional with over 30 years of experience in office administration, customer service, and project coordination. She has a proven track record of impacting customer service, profitability, and operations through strong leadership, communication skills, and business acumen. Her experience includes managing teams of customer service representatives, establishing efficient workflows, and developing strategies to attract and retain talent. She also has expertise in areas such as confidential information handling, document preparation, and Microsoft Office applications.

1. MA RY WA RE
15922 Copper Oak Lane 231.578.7401
Houston, TX 77084 mpsware@yahoo.com
BUS INE S S AD M INIS T RAT ION AND CUS T OM E R SE RV IC E PROFE S S IONAL
Professional business partner with a proven record of impacting customer service, profitability, and
operations administration. Expert at consensus building by bringing strong leadership and communication
skills, innovative management practices, and business acumen. Demonstrate a strong commitment to best
practices, business development, and customer service.Handily support the operationalization of leadership
and deliver strong detail orientation for daily operations, including scheduling, use of software and office
equipment, and producing documents of all types.
Areas of Expertise
 OfficeAdministration
 Confidential Information
 ProjectCoordination
 OfficeWorkflow
 Problem Solving
 Document Preparation
 Calendar Management
 Strong Organizational Skills
 Sensitive to Deadlines
 Report Design and Creation
 Excellent Communication
 Sound Judgment
 Team Leadership
 Internal and External
Communications
 Expense Reconciliation
 ProjectPrioritization
 MicrosoftOfficeSuite
Customer Service Experience
 Managed teamof 30+ customer servicerepresentatives and ensured servicelevelswere met orexceeded.
 Established efficient and balanced workflows that maximized efficiency and produced high levels of
service quality and customer satisfaction.
 Oversaw the day-to-day performance of staff, and monitored and measure service metrics and utilize to
develop standards, improvements, or changes to the process.
 Made recommendations for changes to products or services based on customer feedback and requests.
 Developeddepartmental goals and Key PerformanceIndicators (KPI) tomeasure the success of the team
and customer satisfaction.
 Set priorities and assessed business and customer needs to recommend improvements to customer
service policies and procedures.
 Listened effectively to find the root cause of issues as they arose, communicated clearly and in a
 Identified and developed team members for succession planning with MSO management.
 Participated in the development of strategies to find optimal solutions to compensate, attract, and retain
the talent necessary to achieve established goals and objectives.
 Actively grew new customer accounts, while increasing brand loyalty and providing customers positive
experiences.
 Used process analysis skills along with problem assessment and solution implementation to effectively
resolve issues.
 Leveraged thorough understanding of business flow functions including customer communication,
conversion, pricing, and delivery to ensure experience meets or exceeds customer expectations.
 Acted as front-line company representative and used active listening to interpret and define customer
requirements to accurately and efficiently create offers.

2. MA RY WA RE
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 Prioritized conflicting needs; handled matters expeditiously, proactively, and followed-through on
projects to successful completion, often with deadline pressures.
Administrative Experience
 Supervised other clerical staff and provided training and orientation to new staff.
 Prepare and disseminate information concerning State agency programs and services.
 Applied criticalthinking and a strategic mindset toprovide optimal leadership support including setting
priorities when confronting conflicting demands, attending to administrative responsibilities, and
meeting deadlines associated with complex projects.
 Improved executives’ effectiveness and time conservation by drafting detailed correspondence
simultaneously managed numerous critical projects.
 Performed calendar maintenance to allow Director to operationalize activities in support of company
strategic plans.
 Executed advanced administrative and support tasks related to project coordination, finance, events,
payroll, and office equipment.
 Regularly worked with sensitive, confidential, strategic and critical information.
 Scheduled meetings, and coordinated with outside parties, using flexibility to quickly adapt to
unexpected changes and solve problems.
 Created added value for clients and company by ensuring successful outcome of meetings with effective
communication, planning, and execution skills.
 Acted as Ambassador with company staff, senior management, business associates, clients, vendors and
business partners.
 Identified performance gaps and implemented improvement initiatives to increase productivity,
credibility, and reduce cost.
 Assist with research, composing, and editing State agency publications.
Work History
CPS/CVS ADMINISTRATIVE ASSISTANT I, 3/2018 – PRESENT
Texas Department of Family and Protective Services, Houston, TX
MERCHANDISING ASSOCIATE, The Home Depot, Houston, TX 5/2017 – 11/2017
OPERATION TEAM MANAGER (CONTRACTOR), Alorica, Humble, TX 1/2017 – 4/2017
CUSTOMER SERVICE REPRESENTATIVE II, City of Muskegon, Muskegon, MI 6/2010 – 12/2016
REVENUE CLERK, City of Muskegon, Muskegon, MI 6/1998 – 6/2010
DEPARTMENT SECRETARY, City of Muskegon, Muskegon, MI 7/1988 – 6/1998
PUBLIC WORKS ACCOUNT CLERK, City of Muskegon, Muskegon, MI 10/1986 – 7/1988
Education
Coursework toward Degree in Business Administration and Management, Muskegon Community
College, Muskegon, MI