Customer Service Manager
Resume:
SUSAN M. RODRIGUEZ
Las Vegas, NV 89117
**************@*****.***
OBJECTIVE: To obtain a position that will enable me to use my strong
organizational skills, educational background and ability to work
well with people
COMPUTER SKILLS:
0. Proficient in MLXchange Software, Microsoft Word, Microsoft Outlook,
ABRA, Storis, Top Producer
1. Knowledgeable of Microsoft PowerPoint, Microsoft Excel, QuickBooks,
Crystal Reports
2. Type 60 WPM
C21MoneyWorld Property Management 2/10 - Present
. Audited CC&Rs - alphabetized active properties and purged packets for
rentals company no longer have
. Re-organized rental property key drawers, discarding keys for
properties company no longer have rental agreement
. Assisted Accounting by posting invoices & tenant utility/vendor and
HOA invoices; scanned paid invoices to owners
. Promptly filed work orders and invoices ensuring easier tracking
. Tracked work orders and invoices with vendors, ensuring maintenance
issues completed promptly
. Accepted, reviewed and processed new tenant rental applications
. Assisted in receiving monthly rent from tenants
. Courteous customer service working with Home Warranty Companies on
maintenance issues
. Resolved/tracked Home Owners Association violations between owners,
tenants and HOA's and sending compliance to Associations
. Resolved maintenance issues for tenants/owners by sending vendors for
maintenance problems
. Direct/assist customers with Property Managers in renting their homes
C21 Money World 11/09 - 2/10
RELO Department Coord/Receptionist
. Weekend Receptionist; Multi-line phone customer service assisting
clients and Agents with Real Estate calls utilizing MLXchange
. Performed faxing, scanning and copier machine replenishment duties
. As RELO Dept Coord, assisted with Business Development Reporting
utilizing RESPEC Software
. Managed and performed follow-up on Agent Reponses in RELOSPEC and
Cartus Broker
. Performed clean-up of RELO and Cartus files assuring all information
in files up to date
. Team player - assisted RELO Department co-workers with filing, coping
and phone calls when own work completed
. Data entry of clients into RELOSPEC for agents
Haynes Furniture 2/08 - 9/09
Payroll/HR
. Pay Clerk for all Salary employees, processed semi-monthly pay for
approximately 450 employees in 4 states including child supports,
liens/garnishments
. Processed biweekly pay for over 850 associates in 4 states including
child supports, liens/garnishments
. Created and sent Child Support, Garnishments and Tax Lien letters to
employees and entered in ABRA for all Pay Roll Clerks
. Entered into Storis payroll child support/garnishments/liens for
payment
. Voluntarily took over 401k, United Way and Colonial Life processing
and reporting, and payment reducing the supervisors work load
. Requested more assignments taking on ALL reconciliations: Child
Support, Garnishments, 401k, Colonial Life, taxes, etc.
. Cleaned up 3 years worth of child support and garnishment
reconciliations going back to 2006, saving the company money and
helping reduce the General Ledger
. Set up tickler for Semi-monthly and Bi-weekly payroll and check list,
streamlining payroll and eliminating errors by 98% on desk
. Re-organized and improved filing procedures, reports and tracking
systems
. Exceptional customer service - answered payroll inquiries and
vacation, sick and personal day questions daily; garnishment/lien
questions from state entities
. Data Entry for personnel information, Benefits, pay, etc
. Ordered monthly office supplies
HR Clerk
. Provided criminal history and drug screen information on applicants;
Input in computer and notified manager of results (Virginia State
website and Retail Alliance)
. Daily filing of personnel forms in employee records; personnel,
benefits and 401k
. Ordered monthly office supplies
. Enrolled personnel on vendor websites, including Anthem and United
Concordia
. Assisted Benefits Manager processing 401k program, reconciling monthly
billing, verifying payroll deductions for health/welfare and
retirement benefits; responded and expedited medical support orders
. Completed audit of over 1500 I-9 and 1500 Data Sheets ensuring
compliance with federal regulations. Set up an excel spreadsheet
tracking missing documentation and emailing personnel for
documentation.
. Entered personnel into ABRA when hired and made new personnel folders
. Terminated personnel in ABRA upon receiving termination pay change
forms from departments/stores
TW Neon Signs 06/07 - 12/07
Office Manager/Secretary
. Accounts Receivables - received payments and entered into QuickBooks;
utilized First Data for Credit Card payments
. Cleared up over $37K in QuickBooks Collections for 2006 in 1 weeks
timeframe, successfully closing 2006 yearend books
. Sent out over 40 PAST DUE Invoices for payment for 2007 resulting in
collecting over $33K owed on past invoices for 2007
. Typed invoices from Techs completion of service calls and work orders
of neon and sent to customers/vendors for payment
. Answered phones and took service calls for Techs
. Ordered supplies for Techs and office supplies
. Performed monthly and quarterly IRS and VEC sales reports
. Phoned customers informing them orders were ready for pick up
Simple Real Estate Solutions 08/06 - 05/07
Administrative/Personal Assistant/Property Manager
. As Property Manager showed properties, interviewed prospective
tenants, filled out/signed leases, monthly inspection of properties,
collected tenant rent, paid mortgages, ensured needed maintenance
performed
. Composed legal letters and other letters of rental matters to tenants,
and tracked letters to ensure compliance
. Accounts Payable - utilized QuickBooks; prepared weekly bank deposits
and bi-monthly payroll for Contractors
. Coordinated with Title company's property closings and lien
negotiations to expedite closings
. Supervised contractors during Rehab of properties, ensuring projects
on schedule and within budget
. Phoned and faxed banks/mortgage companies for reinstatements and/or
payoffs when acquiring or selling properties
. Changed over utility services when properties bought and sold
. Showed properties to prospective buyers after properties listed on MLS
. Developed an "at a glance" tracking board for rental properties on-
hand and inspections and Rehab properties and their status
. Established step by step "how to" on Administrative procedures for
when property acquired/sold ensuring a smooth and legal process
. Processed all incoming/outgoing mail
. Notary for company transactions
Home Instead Senior Care 03/06 - 08/06
Recruiter and Retention Coordinator
. Interviewed prospective CAREGiver (CG) applicants
. Phoned references of prospective applicants
. Coordinated and instructed 3 weekly Orientations for new CGs
. Training Coordinator for CGs; tracked Education Program in BOSS
System and made spread sheet to track over 225 CGs completed program
. Tracked and set up system to update CGs Auto Insurance and Drivers
License in files, making files up to date
. Audited and purged BOSS System and files of Inactive CG's.
Streamlining the staffing of shifts for Staffing Coordinators
. Performed audit on over 400 CG files, ensuring files were within
regulation and complete
Atlantic Bay Mortgage Group 07/03 -
12/05
Administrative Assistant/Personal Assistant
3. Assistant to the President of the Company. Masterfully maintained his
calendar/schedule on a daily basis using Microsoft Outlook and Palm
Desktop; typed minutes/notes from over 50 meetings/conferences
attended
4. Organized and planned 10 company trips to various locations out of
state and out of the country: including shows and dinner parties
5. Flawlessly scheduled and coordinated 25 Monthly Loan Officer
University Classes and 10 Quarterly Managers Meetings; from Airfare
for attendees, hotel rooms, rental cars, airport shuttles, continental
breakfasts, box lunches, etc
6. Coordinated 7 Seminars and other training and conferences held at the
Corporate Office
7. Researched myriad of information for President from personal
information to company information as well as for Legal Counsel
8. Processed all incoming and outgoing mail including utilizing UPS daily
9. Monitored and maintained office supply inventory and ordered supplies
as needed
10. Performed routine office duties including: typing, filing, faxing,
scanning and photocopying
11. Volunteered to fill in as the Accounts Receivable Clerk for the
Accounting Department for 8 months
12. Data entry in Excel spreadsheets for Accounting Department
13. Reconstructed/re-organized the Corporate Attorney's/Legal Counsel's
files
14. Energetic self-starter - assumed additional duties as Paralegal for
staff Legal Counsel. Composed legal letters to clients, tracked
letters, made spreadsheet and kept updated for company branch rent,
etc
15. Notary of Company transactions
Active Honorable Military Service - Retired 08/79 - 08/03
Administrative Office Manager/Supervisor/Administrative/Executive Assistant
. Supervised 85+ personnel who were responsible for performing various
Administrative duties, i.e., drafting/implementing correspondence,
typing correspondence, filing, and providing customer service
. Trained personnel in job skills, and how to prioritize, and organize
assignments and to anticipate the needs of Department Heads/Executives
. Established a reputation for meeting last minute challenges
expediently and confidently, especially in a fast-past work
environment
. Re-organized several Administrative Offices with improved filing
procedures, reports and tracking systems
. Sensitively handled confidential matters, including disciplinary
proceedings and privileged communications and records
. Verified accuracy of correspondence and reports, and work requests
. Effective communicator with polished telephone and interpersonal
skills. Energetic, patient and diplomatic
. Administered Annual travel budget in excess of $3 Million
. Made travel arrangements; flights, hotel reservations, rental cars for
over 2,500 personnel
. Pay Clerk for over 1,500 Reserve Personnel
EDUCATION/TRAINING:
. Legal Assistant Certificate (Litigation) - Tidewater Community College
- January 2003
. Associate of Arts - ST Leo College - August 1999
. Leadership and Management
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