GOOD

BETTER

BEST

Keys dictated letters

Handles correspondence

Prepared postal and e-letter models to address common customer questions, issues, and complaints; trained on customer service skills and service recovery; developed a workshop for admin staff on dealing with angry customers

Files

Created filing system

Manages paper and electronic information storage and retrieval

Answers phone

Directs messages, troubleshoots problem calls

Selected phone system; programmed automated responses; serves as communication central for department

Knows PowerPoint

Created overheads for exec

Prepared a multi-media PowerPoint presentation for sales meeting with 250 reps, including a 150-page bound handout

Orders supplies

Purchases supplies and equipment requisitioned by 30 staff members

Evaluates, recommends, and negotiates with multiple vendors; oversees purchase of items up to $5,000 for department; trains staff in e-purchasing techniques

Serves as back-up for receptionist

Assigns overflow work to receptionist; monitors coverage of front desk

Interviews, hires, trains, and supervises receptionist; coordinates overflow assignments to front desk; approves info release to callers

Maintains procedures manual for department

Created a procedures manual for department

Designed an e-procedures manual used by entire company; trains new staff on selected procedures

Compiles information for board meeting

Responsible for pre- and post-board information, including minutes, assignments, and follow-up

Coordinates all board meeting documents and information; attends, participates in, and prepares board minutes; serves as admin board liaison

Schedules training rooms

Created an e-system  for trainers to directly schedule rooms and equipment

Developed and coordinates an online system for trainers to directly schedule rooms and equipment; interfaces with catering and janitorial staff; secures and orients outside trainers when needed