Customer Service Manager
Resume:
LaRENA ALLEN-MOUNTJOY
P.O. Box ****, Huachuca City, AZ 85616, 480-***-****
Email: ******@***************************.***
HIGHLIGHTS OF QUALIFICATIONS
. Highly effective in the execution of organization, documentation,
and follow through
. Excellent ability to self direct and problem solving
. Effective team member who is comfortable with leading or
collaborating
. Extremely focused, goal-oriented, organized and detailed with a
commitment to excellence
. Possess excellent interpersonal communication skills
. Experienced in public speaking, lecture, and training
. Ability to lead, direct and develop a large/small staff
. Skill in handling sensitive issues with a focus in creative problem
solving
PROFESSIONAL EXPERIENCE
2010 to Present - Role Player, Chickasaw Nation Industries, Inc., Sierra
Vista, AZ (Current: DOD Secret Clearance)
Provide acting services for US Army training effort during regularly
scheduled training exercises. Portray human and counter intelligence
sources in a variety of role-playing scenarios in diversified settings and
environments, such as practical, situational, and field training exercises
and tests. Memorize critical data and, convey information and data.
2009 to Present - Surveillance, EKS Group, LLC, Sierra Vista, AZ (Current:
DOD Secret Clearance)
Provide Surveillance services for US Army training effort by providing
a variety of surveillance scenarios in diversified settings and
environments. Position requires extensive communication abilities,
minute to minute adaptation and execution, documentation, reporting,
and functionality within a team setting.
2007 to Present - Editor/ Owner, Sonoran Spotlight Magazine, Mesa, AZ
Responsible for all functions of Editor that include all
communications and operations relating to: clients, writers,
photographers, designers, publications, and distribution. Developed
Media Kit and sales packages. Maintaining and overseeing writer
deadlines, editorial calendar, pagination, all contents and overall
approval of design of monthly magazine. I work closely with Sales Team
to promote clear communication and quality customer service. Directing
and organizing special events and business networking meetings.
2005 to 2007 -Marketing and Sales/Global Bookkeeping and Accounting LLC,
Mesa, AZ
Responsible for all Marketing and New Sales, that included promoting
and marketing a new bookkeeping company in all venues to include;
print, web design and coordination, special events, public speaking,
radio, networking television, local news, holding educational classes
and networking. Sales responsibilities that included seeking and
coordinating meetings with potential clients and finding and
developing CPA relationships and referrals. Monitoring overall
customer satisfaction and communications. Branded business as a
global leader in new bookkeeping technology and proficiency and
secured over 100 clients first year.
2002 to 2005 - Office Manager/Dean D. Ettinger M.D., P.C., Sierra Vista, AZ
Responsible for coordinating and supervising all office procedures and
staff. Proficient in all front office positions such as receptionist,
scheduling, filing and referrals. Responsible for all hiring and
training of front office personnel. Developed and implemented office
wide Policy and Procedures Manuel. Implemented positive changes in
operational functions and organizational systems due to growth and/or
necessity. Managed coding, billing, accounts receivable and monthly
reports. Responsible for all typed correspondence, office procedures
and creating and maintaining patient and staff educational materials.
2001 to 2002 - Director of Customer Service/O Premium Waters, Mesa, AZ
Responsible for developing start-up company Customer Service and Data
Entry Departments. New customer base expanded to over 8,000 within
first year of operation. Coordinated the hiring and training of
effective and capable Customer Service and Data Entry Personnel, and
developed all policy and procedures and reporting mechanisms for these
departments. Also, trained, coached and communicated to all management
in all areas of operation based on Customer Service feedback and
system errors detected with customer accounts. Developed a
functioning call center atmosphere with total Customer Service
Satisfaction quality controls. Worked with various customized and
commercial computer programs to include; RAM, Telemagic, and Nextel
systems.
1999 to 2001 - Data Controller-Supervisor/Insights & Solutions, Inc.,
Phoenix, AZ
Responsible for all systems daily data transmissions and programs
relating to data assimilation. Working with various customized and
commercial computer programs to include; Access, K-Edit, Winquery,
Passport, Accumail, CI3 Cati System, Excel, and MSDOS. Documentation,
transfer and correspondence of data to all departments for daily
communications and cass-certifications. Monthly data and material
production reporting and billing information. Implement changes in
operational functions and organizational systems for reporting and
consulting with all clients. Major clients include; Nissan, Infiniti,
Qwest, and Beazer Homes.
LaRENA MOUNTJOY - Resume Continued
1996 to 1999 - Manager of Administration-Communications/VM Management,
Phoenix, AZ
Responsible for all functions of managing the resources and developing
operational programs and funding activities for a $1.2 million charter
school located on five campuses. Areas of responsibility include;
developing resources for current needs and future development,
marketing to secure 100% enrollment/ all fundraising activities/
community support, Communications Chair for all Boards/ parent
committees/ school newsletter/ staff and school wide activities,
administer staff management, records and reporting systems, managing
and implementing multiple staff schedules, creation and implementation
of policies and procedures, systems and training, developing and
marketing school wide Summer Program. Implement changes in
operational functions and organizational business systems to realize
financial stability and accommodate growth successfully. Other duties
and responsibilities include; Secretary for the Villa Montessori Inc.
Board, Secretary for the Charter Advisory Board, Management Office
Representative for the School Administrative Team, Member of the
Management Team, Front Office Supervisor, and Human Resource
Administrator.
1994 to 1996 - Executive Assistant/Arizona Biltmore Estates Homeowners
Assoc., Phoenix, AZ
Assisted ABEVA's Director in all capacities and committees as directed
or needed. Coordinated and maintained quality office and clerical
responsibilities and customer correspondence to include all marketing
needs. Also responsible for supporting accounting activities which
included A/P, A/R and deposits. Prepared budget reports and
spreadsheets. Responsible for automation and upgrading of records,
computer programs and phone systems. I was the key contact for ABEVA
Homeowners Association and liaison to the Board of Directors, Sub
Associations, and public.
1993 to1994 - Coordinator, Desert Jewel Destinations/Arizona Biltmore
Hotel, Phoenix, AZ
Responsible for creating, promoting, and successfully operating
Westins first on-site Destinations Management Company. Office
coordination of clerical and administrative practices, records
keeping, invoicing, and revenue summary reports. Responsible for
client and vendor correspondence, formatting developing and executing
all activities. Served as host and main contact from introduction,
proposals, contracts, planning and negotiating, agreements and
confirmations, feedback and follow-up. Customer service oriented,
demonstrated and maintained a comprehensive service model that
exemplified the established goals and standards.
1980 to 1993 - Facilities Coordinator-Conference Planner/Saint Alphonsus
RMC, Boise, ID
Coordinated all meeting schedules, service and billing. Introduced
and implemented a computer scheduling system that improved
productivity and customer satisfaction by 70%. Coordinated and
conducted New Employee Orientation on a monthly basis. Organized and
conducted AMA certified CPR training. JCAHO Safety Training Planner
and Coordinator, and Team Leader of Facilities Quality Action Team.
Neurological Unit Clerk/Saint Alphonsus Regional Medical Center,
Boise, ID
Charting and expediting patient care orders as dictated. Maintained
an efficient work flow and communication between Doctor, Nurse and
Patient. Gained insightful knowledge of continuous patient care for
post ER and elective procedure patient admissions.
Emergency-Outpatient Registration/Saint Alphonsus Regional Medical
Center, Boise, ID
Lead registrar, coordinated lab/ER registration and in-house
admissions. Coordinated patient accounts and billing.
SKILLS
Hardware/Software: Extensive experience (PC) and proficiency in a wide
variety of high tech software programs including, Windows Vista; MS
Works, MS Word, MS Excel, MS Access, MS PowerPoint, Adobe Master
Program, QuickBooks Pro, Publisher 97, 10-Key, Internet. And other
specialized programs as dictated by position and profession.
EDUCATION
2009 Cochise College - Business
2002 GPA 4.0 Mesa Community College - Bookkeeping, Spanish
1989 GPA 3.5 Boise State University - Communications
1979 Diploma ITT School of Business - Executive Secretarial
1978 Diploma Emmett High School - General Studies, Band, Choir
ASSOCIATIONS & ACCOMPLISHMENTS
Arizona Small Business Association: Advocate of the Year 2007-2008
Mesa Chamber of Commerce: Ambassador Chair 2007 - 2008
The Art of Networking: Host 2006 - 2008
Toast Masters 1998
Certified CPR Instructor 1990 - 1993
IM Modeling Diploma 1986
Appointed Commission as Notary Public in the State of Arizona
LaRENA MOUNTJOY - Resume Continued
Contact and References
09/10 - Present, Chickasaw Nation Industries, Inc.
500 E. Fry Blvd, Ste L3, Sierra Vista, AZ 85635
Position: Role Player
Contact: Bertha Helton, Coordinator
11/09 - Present, EKS Group, LLC.
156 S, 2nd St, Sierra Vista, AZ 85635
Position: Surveillance
Contact: Crystle Allard, Operations Manager
02/05 - 12/07, Global Bookkeeping and Accounting, LLC
6136 E. Brown Rd., Ste 101, Mesa, AZ 85205
Position: Marketing & Sales Manager
Business: Bookkeeping
Contact: Laura Shepherd, Owner
02/03- 02/05, Dean D. Ettinger M.D., P.C.
155 Calle Portal, Suite 200, Sierra Vista, AZ 85635
Position: Officer Manager
Business: Pediatrician
Contact: Dean D. Ettinger M.D., P.C.
06/01 - 08/02, O Premium Waters
1740 W. Broadway Rd., Mesa, AZ 85202
Position: Director of Customer Service
Business: Water Bottling and Distribution
Contact: Frank Leonesio, President
07/99 - 05/01, Insights & Solutions, Inc.
8010 E. McDowell Rd., Ste. 213, Scottsdale, AZ 85257
Position: Data Controller/Supervisor
Business: Information-based consulting company and full-service marketing
research
Contact: Bill Gutkowski, Vice President
11/96 - 06/99, VM Management
4535 N. 28th St., Phoenix, AZ 85016 602-***-****
Position: Manager of Administration
Business: Business and Charter School Management and Development
Contact: Gerald Burbach, CEO
06/94 - 10/96, Arizona Biltmore Estates Village Association
2400 E. Arizona Biltmore Circle, Suite #1340, Phoenix, AZ 85016
Position: Executive Assistant
Business: Master Homeowners Association
Contact: Nancy Tucker, Director
02/93 - 06/94, Arizona Biltmore Hotel
24th Street & Missouri, Phoenix, AZ 85016
Position: Coordinator, Desert Jewel Destinations
Business: Destination Management and Special Activities Coordination
Contact: Laurie Thornely, Director
05/80 - 01/93, Saint Alphonsus Regional Medical Center 1055 N. Curtis Rd.,
Boise, ID
Position: 1987 -1993 Facilities Coordinator / Conference Planner
1987. Neurological Unit Clerk 208-***-****
1980-1985 Emergency/Out Patient Registration
Business: Regional Medical Center and Hospital
Contact: Evy Jenkins, Secretary to the President and CEO
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