Customer Service Manager

Angela L. Manio

***** **** ***** ******

Ashburn, VA 20148

Cell 954-***-****

E-mail: abgs84@r.postjobfree.com

Top Secret Clearance till May 2012

SUMMARY

With 24 years of combined work experience with the Secret Service, local

Florida government, and with the private sector I am an administrative

professional who is articulate, well organized, a self-motivated individual

that thrives on goal setting and achievement. High energy, efficient and

results oriented. Excellent people skills and strong negotiator, developed

strong organizational, communications and interpersonal skills needed to be

effective in my position. Demonstrated ability to work under pressure with

a team or independently. Fosters an environment of work ethics, optimum

time management and resources efficiencies. Emphasis on strategic planning

and proactive risk management.

PROFESSIONAL EXPERIENCE

United States Secret Service, Resident Administrative Manager,

American Embassy Bucharest, Romania

4/07 to 9/10

. Serve as the Resident Administrative Manager providing

administrative and logistical support for the Bucharest

Resident Office with Financial /Cash Management, Property

Management, Travel / Relocation Management, Investigative/

Protective Support and Liaison.

. Provides advice and guidance to the RAIC and office personnel

regarding policies, procedures and regulations.

. Budget management, reviewing expenditures, maintaining

financial records, preparing financial reports.

. Authorized government purchase card holder, imprest fund

cashier, and Gelco draft cashier.

. Exercise control of Interagency Cooperative Administrative

Support Services (ICASS) charges, including proper application

of cost center charges.

. Serves as the property manager and maintain accountability of

all property.

. Receives evidence involving financial crimes and suspected

counterfeit notes from various countries, prepares and forwards

receipt, prepares inventory, determines whether currency is

counterfeit and in database, and forward evidence to

appropriate Headquarters office or retains, depending on

circumstances.

. Establish and maintain liaison with field office/Headquarters,

local government officials and with representatives of various

Federal agencies (i.e. Embassy, DEA, FBI, ICE, Defense, etc.

. Prepare Preliminary Survey report related to protective visit.

. Creating and processing Country Clearance cables via the

Department of States (DOS) telecommunications network;

coordinating resources on a broad scale with field offices

throughout the United States and abroad for all USSS agents and

Foreign Service National (FSN).

. Arrange commercial airlines reservations and lodging bookings

for Agents and Foreign Service National (FSN) via U2Solution.

. Performs preliminary searches and inputs data into computerized

criminal databases.

. Continues to work on special projects

Spago Restaurant /Club and Retail Store Owner

Bucharest, Romania

1/05 to 4/15/07

. Responsible for the daily operations of the restaurant and

club.

. Supervised and managed employees, business catering, check

daily revenues, expenses, ordering, purchasing, and hiring.

. Coordinated with various inspectors from the Health, Safety and

Labor department.

. Entertained vendors and coordinated marketing strategy to

promote the restaurant and club.

. Owned retail store and sold women clothing, shoes and

accessories.

Broward County Risk Management Department, Risk Management Claims

Supervisor

Ft. Lauderdale, FL

08/01 to

12/17/04

. Manages the operations of the County's Self Insured Worker's

Compensation Section; directs thru subordinates the planning,

scheduling and coordination of all Worker's Compensation claims

adjusting activities.

. Supervision is exercised over professional, paraprofessional

and clerical staff, job interviews, and hiring, firing, yearly

evaluations, updating job descriptions and classifications

comparison.

. Investigated claims for compensability through recorded

interviews, background check, hospital check, criminal check,

work history and verification of citizenship in adherence to

state law and regulatory requirements.

. Supervised the Special Investigations Unit (SIU) investigated

the compensability of all claims that are questionable and made

three point contacts with employee, previous employers,

witnesses, and medical facilities to make sure claims is

arising out of employment or within scope of employment and to

determine whether to accept or controvert the claim.

. Reviewed and analyzed complex and litigated cases and recommend

appropriate action and adjusted cases if necessary. Audit all

files for proper management, reserves and possible file

closure.

. Establishes claim reserving practices to ensure that claims are

adequately reserved, performs periodic claims audit.

. Manage Care coordination between Adjusters and Medical Case

Manager.

. Coordinate defense preparation with County's defense attorneys,

attend and assists at legal depositions, hearings and

mediations.

. Coordinate all excess workers' compensation claims with the

various excess insurance carriers.

. Coordinate claims settlement Board Agenda items to ensure

timely settlement of claims.

. Train section employees and employees of other County division

on State and County rules and regulations regarding Worker's

Compensation rules, regulation, policies and procedure

. Assists in developing, organizing, preparing, and revising

health, safety (OSHA), ADA, FMLA, and loss control policies.

City Furniture Corporate Office, Sunrise, FL, Workers' Compensation Risk

Manager 7/99 to 8/01

. Manage the company's nationwide Worker's Compensation Program.

. Manage the company's relationship with company elements,

various insurer, brokers, attorneys, actuaries, and service

providers to ensure receipt of quality services.

. Monitor and discuss with assigned adjuster regarding

investigations, reserving, legal, return to work, medical

management, vocational rehab, and settlement authorization.

. Provide claim settlement authority to third-party claim

administrator for large and/or significant contentious claims.

. Coordinates with the Law Department on litigated claims as

determined by the Law Department.

. Review audits of third-party claim management offices to ensure

professional claim handling standard are maintained.

. Manage the collection and maintenance of claim information for

regulatory, legal, and financial requirements.

ADDITIONAL PROFFESSIONAL EXPERIENCE

. City of Miami Risk Management Department, Miami FL, Claims

Adjuster II 4/99 to 7/99

. Travelers Property Casualty Claim, Plantation FL SIU Adjuster

7/97 to 4/99

. Presidium Inc. Pasadena CA, Claims Adjuster

4/93 to

7/97

. California Compensation and Fire, Glendale, CA, Claims Adjuster

12/90 to 4/93

. Cathy Pacific Airways, Los Angeles, CA, Reservations

12/89 to 12/90

. All Nippon Airways, Los Angeles, CA, International Reservations Sales

08/88 to 12/89

. Philippine Airlines, Honolulu, HI, Passenger /Customer Service Supervisor

09/85-8/88

. Performs leadership and management duties associated with the delivery

of service and operations related to general aviation by performing

the following duties personally or through subordinate supervisors.

. Provide day to day leadership and direction to deliver consistent,

safe, reliable operations and service.

. Lead and direct all service deliveries and provide service recovery

when necessary.

. Correspond with customers regarding various issues such as tenant

relations and transient sales.

. Lead and conduct shift briefings with subordinate supervisors and

employees.

. Ensure base shift scheduling matches customer demand.

. Acts as company liaison in matters related to the airport community.

. Comply with and ensure accountability for Company policies and

procedures related to customer service standards, ramp, safety, and

security procedures.

. Meet, greet, and assist customers with hotel reservations, ground

transportation, catering and other services.

. Ensure a culture that promotes safety through daily observation, shift

briefings, routine audits, monthly safety meetings, training and

documented safety procedures.

. Formulate procedures for use in event of aircraft accidents, fires or

other emergencies.

. Ensure a culture that promotes customer loyalty by creating an

environment of increased employee engagement.

. Maintain relationships with vendors, communication with other airlines

and travel agents.

. Conduct accident investigations to determine root causes, including

all reporting involved with the incident.

. Administer the Computer Based Training program for the base, as well

as any on the job training needed.

. Oversee fuel quality control activities at the base.

. Perform leadership functions such as conducting annual reviews, making

hiring decisions, and managing performance of direct reports.

. May perform tasks such as time and attendance administration, and

processing new employees.

. Arrival and Departure, check-in, ticketing, reservations, boarding,

lost and found, administered the weight and balance of cargo,

reservations, customs and immigration clearing, boarding, VIP lounge,

customer service.

. International and domestic air tariff, airlines rules and regulation,

safety and security questions or any inquiries or complaints from

traveler.

. Knowledge of the FAA rules and regulations.

EDUCATION

Holy Angel University, Angeles City, Philippines, Bachelor of Science,

Business Administration and Management

Must obtain 12 hr. credits in medical, legal and ethics yearly for

continuing education.

LANGUAGE SKILLS

English, Tagalog, Pampango, currently learning Romanian

TRAINING/CERTIFICATIONS

. ICASS - International Cooperative Administrative Support Service Training

and Certification/ US Embassy Bucharest

. Positive Start Management Training, Training for Upper Management Level

. Claims Resolution Training, Travelers Hartford Connecticut, Certification

in Claims Resolution/ Legal Training

. Investigation and Fraud Claims Training, Travelers New York,

Certification in investigations

. Human Resources Training, Broward County, Ft. Lauderdale

. Licensed All Lines Adjuster, Florida Department of Insurance

. Presidium Inc., Workers' Compensation Training

. Insurance Educational Association, Certification in Worker's

Compensation, California Self-insured Administrator

. Philippine Airlines, SABRE system, ticketing, air tariff, customs and

immigration clearance, customer handling, and international procedures,

sales and marketing.

. Cathy Pacific Airlines, Salesmanship and marketing training

SYSTEM TRAINING

Windows 2007, Lotus 123, T-Mate, HRIS, Native, Medical Matter, Word Pro,

Able system, Sabre, Sonic System Bahamas Lost and Found System, Prism,

Stars, Word Perfect. Lotus Pro, Risk Tract, GroupWise, AS 400. Microsoft,

HR recruiter, Cyborg pay system, Stars, Excel XP program, Counterfeit

Tracking System (CTA), Master Central Index (MCI) and Oracle Sunflower

system,U2Solutions, API, World Tracker.

MEMBERSHIP

Worker's Compensation Claims Profession, Infectious Exposure Committee,

Emergency Medical Service Association, Claims Association, ICASS committee

member

AWARDS

Franklin Award on May 2009

Contact this candidate