Donna Laorenza-Poole

*** **** ****

Chester, NH *3036

603-***-**** acwbqh@r.postjobfree.com

Summary of

Qualifications

Results oriented professional willing to take ownership of projects

Effective communicator at all levels of the organization - in writing and in person

Detail-oriented with strong problem-solving, math and time management skills

Handle matters with integrity and confidentiality

Effectively motivate team to achieve objectives

Energetic, trustworthy, ethical, confident

Computer savvy – Advanced Excel, Quickbooks and Word

Accomplishments

Member of team that developed custom software for:

Point of sale system

Accounts receivable

Inventory

Sales reports

Increased business every year by 8%

Excellent customer service and satisfaction rates

Average retention of customer service representatives -10 years

Successfully directed team through acquisition process

Work

Experience

Safelite/Giant Glass Company – N. Andover, MA Jan 2013 – Nov 2015

Manager - Customer Service & Call Center

Led and managed a team of 12 to 20 customer

service advocates (CSAs)

Prioritized, assigned and monitored staff workload

Performed yearly performance evaluations

Resolved customer service and client issues

Trained CSAs on new software and procedures

Administrative Assistant/Office Manager Jan 2013 – Aug 2015

A/R – processed $1,200,000 monthly

A/P – processed up to $750,000 monthly

Weekly & monthly sales reporting

Performed inventory control

Weekly payroll – Kronos

Monthly bank reconciliation

Giant Glass Company – N. Andover, MA April 2002 – Dec 2012

Executive Administrative Assistant/Office Manager

Prioritized, assigned and monitored daily

tasks of six (6) support staff

Weekly payroll – Paychex

Resume of Donna Laorenza

Page 2

Compiled all sales and financial reports for President

Planned company parties and events

Administrative Assistant Sept 1988 – Dec 2012

Accounts receivable/accounts payable

Coordinated weekly and monthly sales reporting

Daily bank deposits

Insurance billing

Customer Service Advocate Sept 1983 – Dec 2012

Scheduled customer appointments

Verified and processed insurance claims

Resolved all customer and client problems

Inventory control

Courses

Northern Essex Community College – Feb 2013

Excel 1 & 2

Northern Essex Community College – Feb 2013

Quickbooks 1 & 2

Certificates

National Career Readiness (ACT)

Adult Learning Center – Nashua, NH February 2016

Assessment in Math, Reading and Problem Solving

WorkReady NH

Adult Learning Center – Nashua, NH February 2016

Workshops in Professional Development and

Communication (60 Hours)

Contact this candidate