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Customer Service Sales

Phoenix, AZ, 85306
August 15, 2012

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Mary E. Jordan

**** *. ****** *****

Glendale, Arizona 85306



Administrative professional with extensive experience supporting executives in various departments: Customer Service, Sales, Marketing and Collections. Demonstrated strength developing and implementing process improvements. Ability to problem-solve and communicate with all levels of an organization. Integrity, confidentiality and dedication are key components of my work ethic. Hands on experience with:

Calendar Management Spreadsheet Creation Electronic Payment Processing

Travel Arrangements Event Coordination Customer Service

Executive Presentations Job Aide Creation MS Office, Outlook, Visio, Project


Office Specialist

December 2010 – May 2012

Salt River Project, Coronado Generating Station (Contract through Superior Technical Resources)

St Johns, AZ

• General clerical support for Facilities Support Services at a coal fired power plant.

• Timecard data entry, mail delivery, and filing.

Senior Process Analyst

June 2005 - June 2010

Qwest Communications, Phoenix, AZ

• Managed operational processes for bill payment options, including electronic payment processing, payment investigations as well as billing adjustments and refunds in the Consumer and Small Business market units.

• Wrote business requirements for system and non-system process improvement projects, conducted pre and post release user acceptance testing, and authored methods and procedures for customer service representatives.

• Reduced electronic check returned checks by 5% by adding a third party validation process and external positive and negative databases.

• Championed project to accept post-dated electronic payments to increase collections and decrease days billed outstanding on delinquent accounts by an average of 5 days.

• Co-managed project to charge a service fee for electronic payments processed by customer service agents. Generated $1.5M revenue in first quarter of 2010 and increased adoption of lower cost self-service bill payment options and online account management.

• Member of strategic team that created 3-year payment roadmap to increase customer options and decrease bill payment processing costs.

• Ensured PCI and NACHA compliance for web, telephone, and recurring payments.

Process Analyst

December 2002 - June 2005

Qwest Communications

• Vendor manager for walk in bill payments. Achieved $800K expense reduction by moving from a no fee to convenience fee model for walk in cash bill payment at third party locations.

Administrative Assistant

1989 - 2002

Qwest Communications (formerly U S WEST)

Executive support to the Regional Vice President of Customer Care, Sales Operations, Marketing, and Collections departments. Contributed to the success of each department in several ways, including:

• Calendar management

• Conference and travel arrangements

• Prepared, prioritized & distributed correspondence

• Creation and editing of PowerPoint presentations: long-range plans, operation & executive reviews

• Produced and maintained Microsoft Project plan for the creation of a Premier Sales Channel/Consumer division.

• Creation of quarterly and annual appraisal Excel spreadsheets to calculate overall rating of multi-component metrics

• Coordinated resolution and customer follow-up of executive customer complaints

• Team liaison with Human Resources, Accounting, and Payroll for Sales & Marketing personnel

• Trained and supervised two clerical employees

• Planned, coordinated and implemented small business customer events and trade shows in a 14-state region.

• Designed event participation assessment process flowchart.

• Coordinated events and fulfillment projects for the Consumer Solutions Marketing department, i.e. Hispanic market Cinch de Mayo events in 4 states, and the College Student Music Program

• Created administrative job aides


• Intermediate Microsoft Office (Word, Excel, PowerPoint)

• Outlook

• Visio

• Microsoft Project

• AMA Intermediate/Advanced Secretarial Workshops

• AMA Product Management Course

• Marketing Academy (University of Phoenix off-site Program) – Marketing Challenges

• AMA Management Skills for Executive Secretaries & Administrative Assistants

• AMA Supervisory Skills

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