Manager Customer Service

SUMMARY

Compliance Classification US Export Administration Regulations International

Traffic in Arms Compliance Import Tariff Assessment

Highly organized and adaptable professional, with international tariff and export

consulting experience, brings extensive knowledge of customs law and WTO

requirements. Independent and self-motivated team player constantly strives to improve

processes and systematize workflow.

Import/Export Laws Legal Research Due Diligence Document Management

Client Relations Process Improvement Office Management Procurement and

Logistics Tax and Duty Payment Calculation

PROFESSIONAL EXPERIENCE

Callow Law Offices, PLLC, Seattle, Washington

Paralegal, Personal Assistant and Office Manager (9/2011– 2/2013)

Paralegal – Managed personal injury cases; gathered case facts, ordered police reports

and hospital records, obtained expert opinions and investigated accident information.

Established insurance coverage and facilitated medical bill payment, wrote formal

demands and communicated with adjusters obtain initial offers. Conveyed offers to

clients and processed settlements. Managed litigation, including filing, service of process

and drafting of legal documents. Prepared clients for depositions, kept clients apprised of

case status and attended court with attorney.

Personal Assistant – Maintained owner’s calendars. Paid owner’s bills, scheduled and

paid housekeepers and childcare workers, and booked travel.

Office Manager – Answered phone, made photocopies and processes mail. Balanced

budget, calculated payroll, paid bills and ordered supplies. Distributed workload among

employees. Established case tracking and electronic recordkeeping systems, including

Excel, Word, QuickBooks and Dropbox, increase office efficiency. Determined employee

training needs. Planned annual holiday party and staff birthdays.

Managed office’s largest work load due to organizational and delegation skills;

streamlined processes to maximize efficiency, enabling firm to take on new clients

without hiring additional staff

Negotiated office lease and purchased furniture and technology, then closed the office,

sold the furniture and referred clients to new representation when owner relocated to

another country.

Heathman Hotel, Kirkland, Washington

Hostess (9/2009 – 9/2011)

Took reservations with OpenTable, greeted and seated guests and rang up orders with

MICROS point-of-sale software for award-winning 166-seat fine dining restaurant.

Trained new employees, supervised hostess team and optimized dining room flow.

Promoted restaurant and hotel products and services. Took room service orders, answered

wine and food menu questions and delivered food to guest rooms.

Selected for the Dazzler Award, from among 50 peers, in recognition of customer

service skills

Leveraged extensive product knowledge to upsell wine and spirits and surpass sales

goals

MR Financial, Evanston, Illinois

Senior Consultant, International Law and Taxation (1/2007 – 9/2008)

Provided tariff and global export consulting services for boutique supply chain consulting

firm. Researched customs law issues and presented findings to clients. Managed Chicago

office for off-site operations chief.

Conducted analysis around establishment of a wholly owned enterprise in China for a

European auto parts manufacturer seeking to implement a warehouse system;

investigated tariff assessments and global export regulations in accordance with

World Trade Organization requirements

Recognized with a first runner-up Constantinus Award for excellence in consulting, as

part of global implementation team

Reduced the import tariff on items sent to Brazil by 6%

Identified an opportunity to utilize drawback allowances for unsold goods exported to

India, resulting in significant client savings

Analyzed a corporate relocation program, saving client at least $32,760 annually

Promoted from Consultant (8/2006 – 1/2007) and Research Associate (8/2005 –

8/2006)

Temporarily Yours, Inc., Seattle, Washington

Paralegal, Legal Secretary, Clerk (10/2007 – 10/2008)

Filled paralegal, accounting and legal secretary roles at Seattle-area law firms, non-

profits and corporations. Entered accounting data into QuickBooks, maintained files and

answered phones for Real Property Associates. Utilized Cisco phone system to assist

callers and set up conference calls for Cognos software. Provided reception services for

Thomson Reuters; routed calls and booked travel. Elizabeth Gregory House: General.

Functioned as administrative assistant for the Elizabeth Gregory House; processed

accounting, completed bulk mailings, analyzed budget and managed volunteers.

Hollis Taggart Galleries, Chicago, Illinois

Gallery Manager (2/2003 – 8/2004)

Handled day-to-day gallery operations; greeted patrons, managed accounts, oversaw

budget and procured supplies. Coordinated art transportation; refurbished and displayed

art. Planned events, such as openings and viewings, in conjunction with artists; arranged

catering, established guest list, supervised printing and mailing, and prepared press

releases. Met with potential clients, off-site and in gallery, to promote gallery offerings.

Accompanied gallery owner to auctions and assisted with purchasing. Developed artwork

database in FileMaker Pro.

Planned and facilitated three major art exhibitions

Chapman and Cutler LLP, Chicago, Illinois

Paralegal, Secured Transactions (2000 – 2003)

Assisted a team of nine attorneys with tax-exempt and taxable private activity bond cases.

Facilitated deal closings for the asset securitization group. Supported completion of UCC,

SEC and state filings. Planned closing parties and holiday mailings. Directed the

activities of a legal secretary.

Recognized for flexibility and dedication, often negotiating competing agendas to

complete tasks; able to support three new attorneys with no new support staff

American Arbitration Association, Chicago, Illinois

Case Administrator (1999 – 2000)

Managed more than 150 commercial arbitration cases; appointed arbitrators, drafted

orders and awards, handled billing and accounting, and organized case documents.

Noted for ability to carry twice the normal caseload, due to time management skills

Created calendar system to ensure all case deadlines were met

EDUCATION

International Business Law – The University of Miami School of Law, Coral Gables,

Florida

Research Assistant for Professor Michael Graham

Judicial Intern to the Honorable Lester Langer, Miami-Dade County Juvenile

Delinquency Court

Study Abroad Program participant

Bachelor of Arts, Communication Studies – The University of Iowa, Iowa City, Iowa

Media Studies emphasis, Dean’s List graduate

Advertising Director and Production Committee Member for Student Commission on

Programming and Entertainment

Columnist for The Daily Iowan

Medicine for Lawyers, Personal Injury Basics, 'Hammer or be Hammered'

Insurance Bad Faith Statutes – Washington State Bar Association

Five Star Customer Service – UniFocus

MULTICULTURAL EXPERIENCE – LANGUAGES

International work experience in Austria, England, Greece and Taiwan. Additional

travel to Belgium, Canada, China, Croatia, France, Germany, Hong Kong, Italy, Japan,

Latvia, Malaysia, Mexico, Singapore, Slovakia, Spain, Switzerland, Thailand and The

Netherlands.

Bilingual – Spanish, intermediate fluency

JADE ROBERTSON

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