Customer Service Manager
Resume:
ARLEEN PARDO
#*** ******** *****., *** ******** Ave., Guaynabo, PR, USA 00968
Tel: 787-***-**** mobile/ 787-***-**** home/ jzvcqc@r.postjobfree.com
ADMINISTRATIVE ASSISTANT / OFFICE MANAGER
Broad experienced leader with proven results in multinational, multi-million dollar businesses. Experienced at coordinating, planning and supporting multiple cross-functional tasks diverse and multi-cultural environment. Proven leadership capabilities, people/customer service oriented with excellent work ethics, winning attitude, self-starter, quick learner, highly professional manners; team worker, dynamic personality, highly motivated with a great sense of initiative and decision making. Solid champion at collaborating with senior level management assisting large number of multi-national staff. Keeping a positive and proactive attitude working under pressure, being able to maintain a friendly atmosphere. Excellent human relations, showing positivism and collaboration at all times. Fully bilingual English and Spanish (speak, read, write, and translate). Fully versed in MS office programs.
CORE COMPETENCIES: •Project Management. •Customer Service Expert. •Meeting Planning, •Events and Logistic Coordinator. •Promotion and Sales Experience.
PROFESSIONAL EXPERIENCE
Chevron Texaco Puerto Rico LLC December 5, 2011 to present
Marketing Administrative Assistant
• Reports directly to the Retail Senior Manager (General Manager for PR), C&I (Industrial) Manager and USVI Manager.
• Prepare sales reports on a daily basis for Retail, C&I and Marketing on BPCS programs.
• Responsible of the daily agenda for my direct supervisors, coordinate meetings, travels, events, teleconferences.
• Handles phone calls, mail distribution on a daily basis.
• Receives and assist visitors.
• Responsible in working directly with the Business Consultants on the Retail and Industrial Areas; working on Contracts, Rent Adjustments, Marketing Strategies.
• Prepares the prices of our CORCO and Cataño Terminal inventories and price status for the Department of Consumer Affairs (DACO) on a weekly basis.
• Consolidate and prepare a report for the Department of Justice to register any Contract changes on our Gas Stations, their specific arrangements within Chevron/Texaco (“Asuntos Monopolísticos”).
• Responsible of all invoices, works on quotations for services in order to prepare Purchase Orders for Puerto Rico, and the Caribbean; such as any event inquiries.
• In charge of processing all marketing supplies, such as goodies for our marketing exposure around PR and Caribbean.
• Responsible of all Administrative work at the office (filing, processing invoices, payments, creating vendors, working directly with our suppliers, prepare letters, reports, etc.).
Department of the Treasury, IRS Temporary contract 4/05/2011
Initial Administrative Representative Temporary contract 4/1/2010
• Work in the tax assistant center within the Internal Revenue Service assisting both co-workers and tax payers. Use a variety of office automation systems to input and retrieve tax payment information. Receive and process tax payments and issue receipts.
• Received and greeted several hundred visitors to the Internal Revenue Service, providing customer service and directed visitors to the appropriate waiting lines and/or IRS sections for forms/booklets as appropriate.
• Entrusted with sensitive and accountable IRS returns, stamping with different classifications on tax returns.
• Prepared IRS forms for documenting payments made without submission of tax returns to insure credit was accurately made to the tax payer.
• Elicited sensitive, personal and financial information from tax payers.
Merck May 2004-December 2008
Administrative Assistant III / Office Manager
• Reports directly to the Senior Director in Sales for Puerto Rico, and the Caribbean Region.
• Prepare sensitive documentation, proposals, and reports.
• Responsible of the daily agenda for the Senior Director, meeting planning inside or outside the company.
• Handles phone calls, teleconferences arrangements and mail distribution on a daily basis.
• Receives and assist visitors.
• In charge of the agenda and calendar of the Senior Director on a daily and continuous basis.
• Gives administrative support to the General Manager when requested.
• Responsible of all the logistics and the whole preparation of the Cycle Meetings of the group, as well as, all medical conferences and/or events.
• Responsible in working directly with the Sales Force and all Business Managers, giving administrative support; works for two years for the Puerto Rico Region and two years and a half for the Caribbean Region.
• In charge of all personnel situations on the Unit, including consolidating all feedbacks for the Senior Director to prepare the mid-year and end-year evaluations for a group of 120 employees.
• Responsible of all logistics for all medical and marketing events.
• Prepare PowerPoint Presentations for the Unit, prepare Excel spreadsheet when requested.
• Responsible of all Administrative work at the office; such as: filing, preparing expense reports, in charge of the purchasing of marketing materials for events, as well as, all office materials (taking into consideration the budget assigned.)
• When needed, assist other departments in urgent matters.
GlaxoSmithKline April 2002- December 2002
Marketing Assistant
• Reports to various Managers at the Marketing Unit: Pediatrics, Respiratory, Cardio Metabolic.
• Coordinates marketing events, meetings.
• Attend important meetings representing the company.
• Coordinate and participate on all focus groups.
• Gives support on administrative duties; such as, managing phone calls, filing, teleconferences arrangements.
• Being the liaison of the Advertising companies for the special events, newspaper ads, TV commercials, etc.
• In charge and responsible of all logistics for the marketing events.
Citibank, N.A. February 1992-December 2000
Executive Marketing Assistant
• Reports directly to the Senior Vice President of the Marketing Unit of the Bank.
• Responsible of the agenda and meetings coordination of my direct supervisor.
• In charge of all administrative tasks of the Unit.
• Responsible of all marketing and promotional (advertising) events.
• Prepare a quarterly report for the Latin America Headquarters that shows how the different areas of the Bank were doing their quotas (numbers).
• Supervised a group of customer service employees at our call center, giving them support and assistance (on a daily basis for 2 hours daily).
• Gives administrative support to the President when requested.
• Maintained personnel files of all staff, including a quarterly update report that includes: personnel vacation leaves, sick leaves, maternity leaves, personal leaves, military duties leaves, etc.
• In charge of all administrative/office tasks and duties: filing, updating important information for reference of all staff, preparing binders, photocopies, attending all phone calls, coordinating meetings, in charge of the agenda and calendar on a daily basis of the Senior Director of the Unit, assisting visitors, etc.
• Prepare all PowerPoint Presentations for the whole unit, attend meetings.
• Works with confidential duties at all times.
Pepsi Cola Marketing Latin America Division February 1991-August 1991
Marketing and Logistics Assistant
• Responsible of all office/administrative duties: receiving visitors, handling telephone calls, purchasing marketing and sales materials, type all memorandums and letters, filing, creating reference binders. Works with little or no direct supervision at all times.
• Responsible of the direct advertising coordination in all media events: TV commercials, press releases, radio and newspapers ads. Receives visitors including different Managers from other countries; assisted them on all their administrative needs.
• Attend all marketing and advertising events representing the company.
• Responsible of a monthly presentation of the sales results of all the Latin America Region and sent it to the headquarters office in Ft. Lauderdale, Florida.
• In charge of all logistics of all marketing events, advertising projects, office weekly meetings.
McConnell Valdes, et als March 1986- January 1991
Legal Executive Assistant
• Reports to a Senior Partner and a Junior Partner at the Litigation Department.
• Assisted attorneys with preparation of all court documents, memos, letters, and forms.
• Performed research and gathered information from legal briefs, opinions, law libraries, court decisions, etc., to assist attorneys.
• Expert in office etiquette, procedures and policy; professionally greeted visitors to the office.
• Responsible for reviewing and editing correspondence to include letters, memos, court filings, reports, and other documents to insure against errors and discrepancies.
• Assisted attorneys in expeditiously providing case files and providing all legal administrative actions upon return from court hearings.
• Provided "hands-on" training to newly hired legal clerks.
• Transcribed motions, legal documents, letters daily.
• Discussed various legal issues with office attorneys and fellow law clerks in an effort to resolve and/or proceed with processing legal issues.
• Responsible for creating and maintaining disposition on office documents and closed cases insuring documents and cases were securely kept and easily assessable for future reference.
RECOGNITIONS
• Merck Outstanding Leadership Award
• Merck Januvia Teamwork Award
• Citibank (for 7 consecutive years) Citibank Excellence Award
• PepsiCo – Excellence Marketing Leadership Award
EDUCATION
University of Puerto Rico
Río Piedras Campus
Bachelor in Business Administration
Major: Secretarial Sciences
Minor: Psychology
References:
Mr. José Luis Faure
Chevron Texaco LLC
Puerto Rico General Manager
Marketing Retail
Mrs. Militza Rivera
Head Manager Internal Revenue Service Puerto Rico
Mrs. Wendy Perry
Senior Director
Merck
Samuel Céspedes, Esq. (Senior)
Executive Senior Partner and Counsel
McConnell Valdés, et als
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