Angela Pernisco

**** *** ****** ( West Linn, OR *7068 ( 503-***-**** (

abhihi@r.postjobfree.com

Qualification Summary

I am a talented, problem solving and creative person with a proven record

of accomplishment in customer service and project management. My positive

energy, drive, reliability and sincere honesty will assist your

organization to thrive. You can expect to experience from me strong

organizational skills, efficiency, strong ethical values, attention to

detail and resourcefulness in completing projects.

Experience Highlights

Executive Support:

. Design and maintain spreadsheets to monitor productivity and total

return

. Ability to read, understand and interpret legal codes and guidelines

. Design and produce marketing materials

. Coordinate job schedules to ensure timely completion of projects

. Prepare project scope of work and operating budget

. Develop job statements and proposals

. Manage financial records through Quicken

. Oversee accounts receivable and payable

. Yearly business planning

. Design, utilize and maintain filing systems

. Perform general administrative duties, including answering phones,

sending faxes and e-mails, occasional in-office customer service,

sorting mail and photocopying materials

. Expert skills in Microsoft Outlook, Publisher, Excel and Access

. Ability to utilize analytical skills for problem solving

. Manage and order office supplies

Congressional Liaison:

. Managed incoming calls from constituents within the district needing

services from federal agencies

. Successfully negotiate issues between constituents and federal

agencies

. Coordination and management of district congressional events and press

conferences

. Conduct research and analysis of areas of concern within the 2nd

Congressional District

. Track events and issues relevant to the 2nd Congressional District's

goals and missions

. Research and respond to constituent inquiries and provide information,

referrals and responses

. Provide constituents with informed/responsive service and act as a

liaison

Management and Supervision:

. Establish department goals and action plans

. Train representatives on proper call management techniques

. Observe and evaluate call center representatives to improve

productivity

. Utilize personal coaching techniques to maximize individual potentials

. Track and document activity for planning and budgeting purposes

. Participate in staff recruitment, hiring, training and scheduling

. Direct and supervise daily activities

. Maintain and enforce company standards including work environment,

absenteeism and tardiness

. Plan/facilitate meetings and perform presentations

. Organize and implement marketing events

. Research and advise clients about land use codes and changes that

could affect their property

. Designed marketing presentations to drive personal marketing campaigns

. Strategic thinker and ability to proactively resolve issues

. Yearly business planning to create personal accountability

. Uphold client/participant confidentiality

Interviews:

. Interview potential clients utilizing a predesigned system to ensure

maximum results

. Record client responses into database and maintain conversation

records

. Clearly explain process and goals of buying/selling process

. Ability to comprehend, carry out and relay client demands throughout

buying/selling process

. Design questionnaires to determine qualifications and corporate

personality fit

. Build rapport with interviewee to create maximum comfort and results

. Coach group members to develop healthy coping mechanism and strategies

for handling stress

. Educate members in ways to overcome challenges to growth and to

recognize personal roadblocks

Customer Service:

. Demonstrated ability to maintain composure and work efficiently in a

fast paced environment.

. Strong skills in issue de-escalation.

. Demonstrated ability to preserve confidentiality.

. Coordination and management of events and press conferences

. Conducted interviews to elicit necessary information and identify

needs

. Managed customer relations and provided exemplary customer service

. Excellent ability to effectively resolve complaints brought forward by

customers.

Technical Abilities:

. Typing Speed: 70 wpm

. 10-Key: 9789 kph

. Advanced Skill in Microsoft Word, Excel and Access

. Proficient in Microsoft Publisher, Powerpoint, Quicken and Quickbooks

Employment History

Northwest Behavioral Healthcare Services Adolescent Counselor 2010-

2011

Clackamas Womens Services Support Group Facilitator 2010-

2011

Marylhurst University Student 2009-2011

PernisConstruction Company Office Manager 2001-2011

Re/Max Equity Group Broker 2001-2009

Handyman Online Customer Service Manager 1999-2001

Congressman Bob Smith and Greg Walden Constituent Service Liaison

1996-1999

Education

Bachelor of Arts in Psychology, Marylhurst University, 3.88 GPA, conferred

March 2011

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