Michelle Serna

***** ****** **. *** *******, TX 782458 210-***-****

acpd4q@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

. Excellent attention to details and capable of multi-tasking

projects effectively

. Provide exemplary service to clients of all levels

. Proficient in a variety of communications channels

SKILLS

. Proficient in Microsoft Office Products (Excel, Access,

PowerPoint, Publisher, Word, Outlook)

. Exceptional in Coaching, Analytical and Problem Solving

Strategies

. Excellent 10-Key Skills

PROFESSIONAL EXPERIENCE

2007- 2014

Communications & Community Liaison Consumer & Community Banking

Chase Card Services

. Direct report to CCB General Manager

o Manage calendar invites

o Executive Leadership agendas and meeting minutes

o Arrange travel and process expenses

o Provide Monthly Business Report recaps

o Manage Career Mobility Sessions

o Lead Market initiatives and build / maintain business and

community partnerships

o Site Liaison for Facilities Management, Security, Public

Speaking Program and Wellness Clinic

. Community / Project Lead for:

o March of Dimes (increased participation by 50%)

o Habitat for Humanity 8-week build (4 years)

o Big Brothers Big Sisters/Beyond School Walls Program (maintain

30 workplace mentorships - 5 years)

o San Antonio Food Bank Drives (4 years)

o Annual Angel Tree (4 years - benefiting Ronald McDonald House;

Children's Emergency Shelter)

o Build and maintain relationships with nonprofit partners year

round to education employees with:

. Community giving initiatives

. Firm's giving campaign

. Outreach / volunteer events

. Responsible for campus communications

o Manage Email/Outlook distribution lists

o Maintain, review and update Site Calendar with campus /

volunteer activities

o Ensure site is engaged by providing various communication

avenues: Email blast, flyers / posters, voice mail blast, Chase

TV (internal communication) and table events

o Process campus invoices (DISH Network; Telecomm)

. Serve as Subject Matter Expert (SME) to:

o Cybergrants and Campus Volunteer Hours Recorder

o Business Resource Group Resource with By-Laws and Budgets

. Key role in launch of campus Development Resource Center and

Employee Lounge

. Coached and trained Job Enrichment Program (JEP) Staff

. Launch support for Career Connections Initiative

2006 - 2007

Sr Administrative Assistant Customer Litigation

Support Chase Card Services

. Supported Operations Manager and Management Staff of Collection

Litigation Support (CLS)

o Maintained an organized calendar schedule

o Scheduled meetings and conference room reservations

o Arranged flight and travel itineraries

o Prepared and processed expense reports

o Maintained and reconciled credit card statements for 10 corporate card

holders

o Ordered supplies and maintained inventory

o Retained and updated Staffing Reports and confidential Employee

Termination Lists

2005

Sr Administrative Assistant Agency Management

Chase Card Services

. Supported VP of Agency Management (CLS)

o Maintained an organized calendar schedule

o Scheduled meetings and conference room reservations

o Arranged flight and travel itineraries

o Prepared, processed expense reports and maintained credit card

statements

2000 - 2005

Customer Support Representative III Sales & Review Chase

Card Services

. Prepared and verified timesheets for manager's approval

. Extensive communication with third party vendors and management

of all levels

. Prepared weekly and monthly production reports for management

. Forwarded payments to third party vendors on sold accounts;

this includes preparing payment files acknowledgement letters

and check requests

. Monitored online ePay Systems to ensure accuracy and timeliness

of check process

. Researched and processed buyers' ineligible requests

. Inventoried reconciliation of monthly sale portfolios with

buyers (database created)

. Reconciled yearly bankrupt inventory, included considerable

research with courts, trustees and court systems

Committees / Achievements

. Project Management Certification - 2014

. Facilitator: Speakers of the House (Internal public speaking

program for Employees similar to Toastmasters)

. Champion to Big Brothers Big Sisters: Beyond School Walls

Program (2010-2014)

. Communications Lead to Volunteer Leadership Group

. Active member of Global Employee Networking Group Leaders

. Chair Person: Business Resource Group / Adelante (3 years)

. Treasurer: Employee Networking Group / Sage (2 years)

. 2006 Published Poet

. Ideas for Innovation Recognition (2005) - Direct Pay

Improvement Process (Saved $10,000)

. Sales & Review Top Performer / Service Star Recipient

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