Customer Service Management

Cherish Diggs

**** ****** ***** *** ******* GA **344 Phone: 404-***-**** E Mail: *************@*****.***

Objective

Polished Administrative Professional

A highly skilled and qualified administrative professional seeks a position with a new or established company that will provide the

opportunity to utilize my professional skills and expertise to become an integral part of a dynamic team.

I offer significant abilities and experience in financial management, research and reporting, project management, payroll

and accounting procedures and team building and supervision. My ability to get along well with others, make adjustments

to meet deadlines, and successfully coordinate in a fast paced environment has contributed to my growth in this field and

my employers’ placing a significant amount of trust in me. My approach to my work goes beyond my job description, as I

am always looking for ways to improve productivity and efficiency while cutting cost. I am adept at negotiating with

vendors and contractors, and my technical skills allow me to develop improvements to business and data management

processes. I am also recognized for my ability to communicate effectively with clients, customers and management.

Achievements

Successfully drafted and submitted a proposal to become a certified GSA contractor on Schedule 71 for JR

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Services within a 90 day deadline (June 2011)

Coordinated and supervised a head quarter move for JR Services from Bowie, MD to Washington DC (April 2011)

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Successfully staffed and trained staff on company policies, procedures and safety protocols at the new facility

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Submitted proposals for and acquired two multi million dollar construction contracts within nine months of a head

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quarter move

Created and enforced a highly successful marketing plan targeting a commercial client for Intellitrex August 2012

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Planned and executed team building exercises that encouraged communication and helped with work flow

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proficiency (Intellitrex)

Skills

Advanced Microsoft Office Suite operator (Word, Outlook, PowerPoint, and Excel)

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Proficient use of Quickbooks Pro, Photoshop, MS Publisher, and Key Note

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Social media and marketing guru

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Several years experience with multi line phone systems and servers

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Inbound and Outbound customer service inquiry and complaint correspondence

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Superior verbal and written communication skills

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Experience

Intellitrex, washington DC August 2010 Present

Business Development Consultant, Office Manager

Consult with clients on an individual needs basis to target industry related contracts

Prepare and submit contracts

Draft and implement business plans

Train accounting staff on proper payroll submission and payment procedures

Events and marketing coordination

Reception and clerical support

Recording office expenditure and managing the budget

Carrying out staff reviews and managing performance

Responding to customers inquiries and complaints

Reviewing and updating health and safety policies and ensuring all staff is trained properly for emergencies and preventative

measures

Delegating work to staff and managing work loads

Overseeing the recruitment of new staff and assisting with training on all office and contract procedures

Direct support to the CEO

Additional administrative duties as assigned by Executive Officers

JR Services LLC, Washington, DC April 2011 January 2012

Government Contract Compliance Specialist

Prepare, review and monitor, contracts, and agreements. Ensure contract compliance with FAR Clauses policies and procedures

and other terms and conditions. Maintain contracts in accordance with appropriate record retention procedures and internal

controls.

Develop and prepare performance specifications and requests for proposals and monitor project payments.

Monitor, and ensure compliance of negotiated services. Identify resource needs. Formulate and develop needs with appropriate

management staff.

Review and ensure contractor compliance with applicable State licensing regulations and FAR. Determine contractor insurance

requirements in accordance with applicable regulations.

Establish schedules and methods to provide contract compliance and document management. Review needs with management for

allocation.

Participate in the development of policies and procedures. Make recommendations for change and improvements to existing

standards and procedures.

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Provide various teaming agreement information to potential consultants, contractors, developers, legal counsel and other external

entities.

Prepare and complete required agreement information, documents, drafts and amendments. Enter information into computer

system. Prepare correspondence for approval.

Prepare analytical and statistical reports on operations and activities.

Resolve contract payment delinquencies and coordinate resolution with divisions or external entities.

JR Services LLC, Washington, DC Feb 2009 Aug 2010

Business Development

Developed streamlined procedures that decreased labor time and eliminated redundancies.

Created automated weekly stats report that reduced errors and is now used by records associates organization wide.

Tracked and actively pursued Service Disabled Veteran Owned set aside contracts for construction and Signage

Developed relationships with General Contractors securing several subcontract agreements for work ranging from $500,000.00

$2,000,000.00

Successfully submitted and awarded Comprehensive Furniture Management contract with GSA

Fulfilled all additional administrative duties as assigned.

Burke Health and Rehabilitation Center, Burke, VA Sept 2008 Feb 2009

Clinical Therapeutic Assistant

Arranged, planned and created in

house and outdoor activities and trips for patients

Nutrition awareness and planning

for individual patients as well as the patient group as a whole

Completion of all required

administrative paperwork within shift hours

Weekly patient wellness reports

Family therapy activities and

planning for discharge

Outpatient interviews

Discharge Planning and follow up

Medication Administration

Meal distribution and menu

planning

Ensuring facility compliance to all

state and federal laws

2

Patient Entrance Interview

All administrative duties as

assigned

Education

Virginia Commonwealth University September 2005 May 2009

2

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