Customer Service Manager

ALICIA GONZALEZ

***** ***** *** *******, ** ***** 818-***-**** (Home) ****************@*****.***

A customer service professional with more than 10 years experience with a major entertainment company. An individual with a personal style that promotes effective interface with a broad spectrum of people. A fast learning team player accustomed to fast-paced environments.

Work Experience:

Act 1 Personnel Services (So Cal Gas Company) 02/11- Present

Assist 50 to 60 Gas Company Employees daily with commuting options to The Gas Company Tower.

Prepare and Submit paper work to parking offices at the GCT & WTC for activation and deactivation of parking cards

Issue and distribute Employee Visitors Parking Cards to all Gas Company Regions.

Verify and issue taxi scripts to rideshare participants which guarantees employees a ride home

or to LAX.

Submit and process all vendor invoices to Accounts Payable dept with proper accounting

information.

Schedule and process all GCT moves, including activation of phone lines and IT set up.

Create, Submit, Approve, Schedule and Complete all GCT move projects in CAFM System.

CAFM System logs seating and updates floor plans.

Authorize daily work orders submitted by facilities

Approve after hours HVAC request for Gas Company Employees and Vendors.

Assign, monitor and issue keys to employee offices and storage rooms. Log keys issued on

inventory list.

Conduct quarterly key audits.

Assist Facility Manager with quarterly floor inspections.

Coordinate events with all employee levels of company, including scheduling of conference

rooms, set up of conference room layout.

Manage the locations of each corporate art pieces located at GCT building and the SDGE

buildings.

Receive energy data for all GCT floors from Maguire Properties, then submits information to

Support Services department.

Coordinate with all Gas Company Employees the ordering of all ergonomic orders, including

keyboard trays, banana boards, space arms, Aeron Chairs.

Process packing slips for billing of departments.

AppleOne Temporary Employment Agency (Azteca America TV) 09/10- 01/11

Serve as primary point of contact between General Manager and various departments.

Schedule appointments, makes arrangements for meetings and conferences.

Handles travel arrangements (Domestic and International) for the General Manager and the Sales department.

Prepares expense reports for the General Manager on Concord Expense Software program.

Prepares local programming grids and distributes them to all Azteca Staff and Affiliates.

Orders.

Provide administrative and general office support to the Sales Team

(Office supply orders, mail, vacation forms, time sheets, etc)

Support various members of the team and manage multiple responsibilities

Warner Bros Studio Facilities/Building Services Representative

08/09-11/09

Responded to routine facilities inquires and complaints from clients. Updated and closed out work orders and generated project status reports.

Scheduled internal work with outside vendors and services groups including Telecom, MIS, Furniture movers and other various departments.

Created Studio Work Authorizations in SAP and purchases goods and services in EBP to ensure accuracy of client’s billings.

Performed follow-up calls and issues customer service surveys to identify problematic areas in the overall workflow system.

Established vendor access and Set Watches, scheduled pest control, TV Cable services, carpet cleaning, elevator maintenance, state permit compliance, monitor interior plant maintenance, generate key orders, and various maintenance for all Warner Brothers buildings.

Provided administrative support for six facilities managers and assisted Head Facilities Director.

CB Richard Ellis Technical Services /Disney Account 10/08 -07/09

Support both Account and Business Managers.

Prepare and documented minutes on weekly staff meetings.

Created Purchase orders in Disney’s SAP program.

Provide support to HR Department in compiling, filing, copying, maintaining, and auditing HR files, such as

personnel records, and I-9 documentation, to ensure compliance with legal requirements

Receives incoming requests for services on over 70 Disney owed buildings.

Assigns for completion on a priority basis, to appropriate group leader in electrical, plumbing, HVAC, carpentry.

Contacts necessary personnel.

Seven Studios Office Coordinator/HR Assistant 05/08-10/08

Scheduled full-time job applicants and coordinated applicant testing and pre-employment physicals.

Designed new employee orientation package and established and facilitated all new employee activities and sessions, which provides (for the first time) continuity in all company and benefit information presented verbally and in writing

Assisted in administering a revised employee evaluation program, which allows for improvement on identified problem areas before final evaluation.

Maintains filing, copying, maintaining, and auditing HR files, such as personnel records, and I-9 documentation, to ensure compliance with legal requirements

Assist Finance Director in budget reconciliation and planning activities.

Assisted/Supported CEO, President, Human Resource Director and Finance Director.

Enrolled and made changes to employee benefits as needed.

Order and maintained all office supplies for entire studio

The Walt Disney Company – Operations Service Representative, CORE

06/00-08/07

Handle heavy volume of internal service calls, as well as e-mails, faxes and walk-in requests with courtesy and efficiency

Data entry of customer service work orders and close-outs

Classify special requests, emergency calls, and executive requests as per established policy and handle accordingly

Prioritize and dispatch service orders to appropriate departments and outside vendors

Administer general information to customers

Interpersonal skills to assure successful interaction with coworkers and assorted departments and vendors

Proactive problem-solving skills

Ability to multi-task and prioritize effectively in a fast-paced environment

Detail oriented individual

Ability to retain information

AppleOne Temporary Employment Agency Operations Service Representative, CORE

04/98 06/00

Handle heavy volume of internal service calls, as well as e-mails, faxes and walk-in requests with courtesy and efficiency

Data entry of customer service work orders and close-outs

Classify special requests, emergency calls, and executive requests as per established policy and handle accordingly

Prioritize and dispatch service orders to appropriate departments and outside vendors

Administer general information to customers Telephone Operator, CORE Services

Answered heavy telephone volume on main switchboard via Meridian 1250 console, internal and external calls

Processed conference calls, international calls

Represented The Walt Disney Company with professionalism, diplomacy and tact

Computer Skills:

Proficient in Word, Excel, Outlook; type 50+ WPM, 10 key by touch, SAP, Concur Expense Software, Lotus, Workspeed, Maximo, CAFM

Personal Skills:

Proficient written and verbal English and Spanish language skills

Education

Montebello High School, diploma- 1995

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