Mary L. Vara

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

Tucson, AZ *****

C-702-***-**** ad4mco@r.postjobfree.com

Qualifications

•Over 45 years of providing customer service in various large corporate environments; Banking, Airline, Pharmaceutical & Casino Industries, Non- Profit Organization, fitness industry & small business enterprise.

•Experience in office administration; monitor department expenses, supervise personnel, establish and maintain SOP

•Extensive experience in database management and report generation

•Comprehensive background in Accounts Payable, Accounts Receivable, General Ledger and Payroll.

•Knowledge of inventory tracking, materials management and cost containment.

• 20yrs of call center environment includes Airline & Casino Hotel reservations, collections, pharmaceutical industry

•Knowledge of various applications includes Peachtree, MSoft Word, Excel, some Power Point, Outlook, M2, Time and Labor, POS, Groupwise, Sabre, BMAS, IEX, NED’s, Toolbox, Task Mgr, ESD, Opera, Prohost and Titan.

•6 years of skill and knowledge enforcing HIPPA law.

Education

•GED, SID #8610374, Certificate #65041, January 13, 1987

•Richard J Daley, City Colleges of Chicago, Associates of Business/Liberal Arts, January 10 1988-July 25 1992.

Work History

Sunshine Fresh, June 18, 2018 – Current

General office duties to include filing, typing, taking calls and typing up order requests entering into Quick books and print bill of lading, packing slips, pick slips, emailing confirmations to customers, setting up deliveries and invoicing once orders have been fulfilled. This is a part time position

Gary Adams Interiors, Jan 4 2016 – Present (on call)

Office duties to include filing, some typing, invoicing, phone messaging and post office runs.

MGM Resorts International, Las Vegas, NV- April 2013 – Present

•Reserve rooms for New York, NY, Monte Carlo, Luxor, Excalibur and The Mirage provide enticing property overview, room description & physical elements based on guests needs.

•Provide all MGM properties that have resident shows giving detailed description of each to include the venue and seating options for best view.

•Assist guests’ requesting restaurant reservation based on type of cuisine and/or special occasion.

•Review options, book room/show reservations, make changes, redeem points for My Vegas Slots game.

•Assist guests’ having to make changes or cancellations to their current room, restaurant/show booking issuing credit as needed

•Perform other miscellaneous duties to include special cake orders, 3rd party billing and reporting to management various errors with new & older system including internal and external apps.

Ellas Food Imports,Office Mgr, Las Vegas, NV – December 2011 – May 2013

•Establish and maintain daily business operations ensuring a proper and safe environment in wholesale food distribution.

•Receive purchase order request’s, work with buyers to determine pack size and cost based on their need(s), issue credit(s) as needed.

•Maintain office email account for processing orders providing a 24-48 hour TAT and personal work email required for mass email relating to stock and office notification(s).

•Process Ellas Food Imports purchase order requests to replenish warehouse stock, packing materials and office supplies needed for day to day operations.

•Maintain office filing system ensuring invoices are paid, complete and filed.

•Calculate and prepare payroll for outside company to process paychecks.

•Provide weekly invoicing for customers via email, fax or USPS, maintain/reconcile petty cash and office receipts.

•Design in-house forms required to process orders to use as a means of tracking inventory.

•Work past due accounts (recovered approx.$10,000) issue monthly statements provide signed packing slip(s) for proof of delivery.

Wynn Resorts Las Vegas, NV – February 2010 – June 2011

•Reserve & provide professional, efficient & courteous service to guests, answer questions relating to room packages, golf tee times, restaurant and show reservations adhering to Wynn service standards.

•Applications used Internet Explorer, MSoft Word, Excel, Opera, Prohost and Titan.

•Miscell., duties includes issuance: of Wynn gift cards, process cake and 3rd party billing requests.

24 Hour Fitness/L.V, NV & Monrovia/Pasadena, CA - August 1995 – 2011

•Customer service – Front desk, check in members verifying ID cards against computer system. Process payments for new memberships or monthly fees and miscellaneous health club purchases.

•Applications used M2, POS and Time & Labor.

•Certified Fitness Instructor, teach aerobic classes on land and in water.

•Independent fitness trainer, train member in health club environment. Also independently train out of client’s home.

Medco Health Solutions/ Las Vegas, NV- September 2003 – July 2009

•Resolution Team Leader April 2008 – July 2009

•Effectively and efficiently handle escalated calls from members, taking full ownership, accountability and provide one call resolution ensuring a positive member experience.

•Apps used Internet Explorer, MSoft Word, Excel, Esd, IEX, NED’s, Outlook, Rumba, Task Mgr, Toolbox.

•Exercised independent judgment when making decisions that mutually benefit the member/client by thinking “outside the box”, identify and offer solutions ensuring a timely completion of their issue.

•Achieve and maintain department standards and objectives by demonstrating active participation in a team environment through the exchange of information, escalation of issues and reporting of trends.

•Trend analysis to include a monthly tracking spreadsheet of top 5 escalation reasons and top 5 customer services reps escalating to Resolution Team Lead.

•Monthly trends to be reviewed with management to include recommendations and propose solutions for escalated issues.

•Customer Services Rep(Medco) September 2003 – March 2008

•Compliance of HIPPA law relating to medication refill, delivery status, replacement of lost in mail or damaged medication.

•Research and expedite medications when patients are low or out of medications.

•Answer questions regarding eligibility; verify deductibles, CAP, out of pocket, co pay structure, direct claims, and COB.

•Applications used Internet Explorer, Esd, IEX, Toolbox.

•Assist on Medco website regarding password reset, registration and other related website issues.

American Airlines (Reno Airlines) Las Vegas, NV - March 1999 – May 2003

Reservation Agent March 1999 – August 2001

•Book airline reservation(s) following QQ & AA booking guidelines; provide rules to follow regarding travel restrictions.

•Work with customers to find best rate based on their date & time of travel.

•Book frequent flier travelers to utilize their miles for travel, hotel and automobile reservation

Resolution Expert/Counsel Supervisor August 2001 – April 2003

•Resolution supervisor, help desk, assist reservation agents with issues in relation to booking airline reservations.

•Work reservation queue, correct booking errors by agents & forward corrections to the proper area for completion.

•Provide error report to agent’s supervisor for follow up.

•Applications utilized: Internet explorer, Outlook, BMAS, Groupwise, Sabre

•Assist reservations due to staff shortage, high call volume due to weather or other unplanned issues (911).

•Newspaper committee participation & assist Operations with scheduling agents for time off.

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