Carrie A. McGinnis

Customer Care Specialist

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Qualifications Summary

Administrative Support and Customer Care Specialist, experienced in working in fast-paced environments with shifting priorities, demanding strong organizational, technical and interpersonal skills. Trustworthy, ethical, flexible and good-natured. Committed to superior customer service. Confident and poised in interactions with individuals at all levels; experienced in scripting and conflict resolution. Detail-oriented, creative and resourceful in completing projects; able to troubleshoot and problem-solve effectively.

Professional Experience

Bennett Homes.                                                                                                               2004 to Present

Customer Care Coordinator

Happy as a clam, thank you very much! ☺

Maintco, Inc.                                                                                                                         2004 to 2004

Dispatcher/Project Coordinator

Provide administrative support for internal and external customers at a small maintenance, repair, and emergency service General Contractor. Daily activities include supervising one part-time office employee; phone reception for 5 busy incoming lines; taking work and bid requests; information gathering; problem solving; customer support and coordination between customers with related concerns; troubleshooting and prioritizing; scheduling repairs; providing reports and documentation for homeowners, property managers and insurance adjusters; office support for team members in the field; and dispatching both team members and vendors for routine and emergency services, including all associated follow up. I am primarily responsible for implementing customer care and technology updates.

Quadrant Homes                                                                                                                   1998 to 2004

Customer Service Assistant

Provided administrative support for internal and external customers at fast-growing local homebuilder. Daily activities include phone reception on the 800 line; scheduling repairs; communication with homeowners, via phone, e-mail and letter; troubleshooting; problem solving; data entry and management; proofreading; and general office support for team members in the field. I worked with other team members to emphasize the potential of the Internet and shift the focus of the company towards the creation of an effective Website; created an Access database for tracking and analyzing Quality Assurance data; worked with IT as our department liaison during the creation of and transition to a new custom database program to link the various departments within the company; was heavily involved in team member training activities and the creation of scripting and written training materials.

Intracorp                                                                                                                               1997 to 1998

Administrative Assistant

Provided administrative support for Project Manager, Interior Designer, Customer Service Representative and Sales Team on-site during construction of Portsmith Condominiums in Kirkland, WA. Daily activities included phone reception; data entry, tracking and management; filing; communication with homeowners and homebuyers in person and over the phone; checking finish work and creating punch lists. I was primarily responsible for the creation of the Portsmith Homeowner’s Manual.

Continental Real Estate Management                                                                                  1993 to 1997

Residential On-Site Manager

Managed operation of a 105-unit apartment community in Lake Forest Park, WA. Daily activities included supervising 2 employees and multiple vendors; demonstrating and renting available units; responding to resident needs; coordinating cleaning and repairs on unit turnover; understanding and explaining rental agreement provisions and Landlord/Tenant law to residents, including serving legal notices and coordinating with legal team and local law enforcement where necessary; collection of all payments, along with the related bookkeeping, banking and accounting duties; requesting and coordinating all building maintenance and repair work that could not be performed by site staff, including obtaining bids and budgeting; managing file system, including creation of files for new residents and closing paperwork and archiving for vacated residents. Oversaw transition from manual to computer bookkeeping system and a number of community improvements.

EMSI                                                                                                                                     1992 to 1993

Receptionist

Provided phone coverage and administrative support for a small medico-legal facility in Bellevue, WA. Daily activities included reception for busy 4-line phone system; scheduling insurance physicals and drug screens, both in-office and at the customers home; fulfilling legal obligations to order and track medical records; performing “overflow” drug screens in office and at the airport, including maintaining chain-of-custody and related legal paperwork; filing and shredding dated files.

Carrie’s Cleaning                                                                                                                  1989 to 1992

Sole Proprietor

Owned and operated small cleaning company. Daily activities included marketing, bookkeeping, accounting, supply management, scheduling, housekeeping and all other aspects of owning and operating a small cleaning company.

Education and Training

Effectiveness Institute – People Skills

Lake Washington Vocational Technical Institute – Property Management

North Seattle Community College – Accounting and General Studies

University of Washington – General Studies

Technical Skills

Extensive Customer Service and Communication skills, including scripting, style flexing, wordsmithing and proofreading. Considerable computer skills, including Windows, MS Office (Word, Excel, Access, Power Point, Outlook), MS Front Page, Adobe Photoshop and Image Ready, QuickBooks for Customer Service and Internet Explorer. Office equipment operation, data entry, filing, archiving, scheduling and telephone reception skills. Experience with bookkeeping and general accounting.

Outside Interest and Hobbies

I enjoy creating original artwork and creating and publishing Websites for friends and family members.

Personal References

I would be happy to provide you with personal references upon request.

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