Customer Service Management
Resume:
Rita Leon
Miami Gardens, Fl *3055
******@*****.***
Self-starting individual with extensive experience in administrative
management and financial functions, providing analytical support to senior
staff for the U.S. government. Proven ability to represent an organization
and complete tough and complex assignments within schedule, while
maintaining professional accuracy in attention to detail. Excels at
interacting with broad populations including senior management, staff,
clients, and external contractors. Highly versatile; quickly masters new
roles, responsibilities, technologies, and environments. Fluent in English
and Spanish.
Management skills
. Managing day-to-day operations of multi-site offices
. Employee management including recruitment, performance evaluation and
development
. Organizational development and business process design/optimization
. Property and inventory management
Operational skills
. Budget projections and analysis for operational efforts and special
projects
. Contracting and purchase of equipment and supplies
. Point of sales operations
. Customer service
. Contract preparation for all events
. Planning for office technical needs
September, 2004 - March, 2011 Dept. of
Agriculture (USDA), United States Embassy
Administrative Assistant Santo Domingo,
Dominican Republic
. Held budgetary projection and evaluation responsibility for Foreign
Agriculture Service (FAS) multi-country offices, supported by 10
employees, in the Dominican Republic, Jamaica and Haiti. Total annual
budget of $1MM included both marketing and operational finances
(office credit cards, petty cash and wire transfer accounts).
. Collaborated in year-long effort to design future organizational
structure and operating procedures for USDA (all domestic and
international offices) as part of international, multi-disciplinary
team.
. Managed $10MM annual export quota for major Dominican sugar exporters
under the U.S. Sugar export program.
. Monitored and reported on employee time and attendance for local staff
and advise personnel on time and pay procedures.
. Coordinated efforts between local office and US headquarters on all
budgetary and departmental event contracting issues.
. Managed interagency logistics for trade capacity building, trade
facilitation, and development assistance .
. Responsible for regional logistics management and account
reconciliation with authorized suppliers.
. Drafted all official travel documents including authorizations and
vouchers.
. Managed all government owned property inventory for FAS.
February, 2001 - September, 2004 Dept. of
Agriculture (USDA), United States Embassy
Secretary / Program Assistant Santo
Domingo, Dominican Republic
. Audited program performance for Animal and Plant Health Inspection
Service, APHIS, which included training of 87 Dominican inspectors in
U.S. entry regulations.
. Helped increase interception of illegal exports ten-fold by
participating in the evaluation of the Passenger PreDeparture
Inspection Program, PPIP for the transport of non-enterable food items
to the U.S.
. Represented APHIS at official and technical meetings, sometimes
leading presentations.
. Acting Officer in Charge - led all communications and activities with
APHIS headquarters and U.S. ports of entries
June, 1995 - November, 2000 Premiere Tours
Office Manager Santo Domingo, Dominican
Republic
. Created and generated a computerized invoicing system
. Maintained accurate sales reports spreadsheets and generated monthly
Profit and Loss statements and Accounts Receivables to the Board of
Directors
. Generated monthly reports to the Dominican Department of Labor and
revised payroll for deductions, taxes, loan payments to Premiere Tour
employees
. Created and computerized cost tables that allowed Premiere Tours to
accurately charge their tour operators
September, 1990 - May, 1993 OmniBank, N.A.
Loan Processor Houston, Texas
. Established new accounts with prospective clients
. Executed and monitored procedures for new and existing loans
. Effectively prepared and presented detailed financial information to
Board Meetings, providing data instrumental to short-term and long-
term loans.
. Ensured proper documentation for each granted loan
. Reviewed over-draft reports and made deposits to commercial customers
based on their lines of credit
. Executed credit reports
1983 - 1988 American Savings & Loan
Association
Consumer & Commercial Loan Assistant La Marque, Texas
. Started consumer and commercial lending division and generated a total
of 9MM dollars in three years with 1% delinquency rate
. Oversee loan operations - application processing, balancing of daily
loans, payments, extensions, renewals
. Ensured documentation was correct on all loans- titles, insurance,
etc.
. Managed a staff of three loan clerks
. Responsible for the construction of the new branch along with the
engineer in disbursements to the contractors.
. Responsible for the purchase of all new bank furniture and equipment.
. Signature authority on checks up to 50,000 and loan disbursements of
100,000.
. Branch increased from 5 employees to 21 within a short time frame.
Spot Awards:
. For initiating and identifying repairs and providing oversight to a
major renovation to the FAS designated residence, Santo Domingo 2011.
. For outstanding administrative and budget support for both the
Dominican Republic and Jamaica during a prolonged absence of the Ag
Counselor and reduced ICASS charges by US$10,000, Santo Domingo 2006.
. Outstanding efforts to create new document management procedures for
the OAA, Santo Domingo 2005.
USDA Certificates and Plaques:
. Participation for serving as OIC in the Puerto Rico Ferry Orientation
on International Garbage, Passenger Inspection, Statistics,
Supervisory Duties and Responsibilities, Santo Domingo, 2003.
. In recognition for contribution to the success of the training program
for the inspectors of the Passenger Pre-Departure Inspection Program,
November 2001.
. USDA Plaque of Appreciation for outstanding service and exceptional
dedication in support of the Deputy Administrator, International
Services, Washington, D.C., April 2003.
Superior Honor Award:
. U.S. State Department, U.S. Embassy Santo Domingo Superior Honor Award
in recognition for the extraordinary work performed as Secretary,
2001.
Universidad de la Tercera Edad Santo Domingo 2
yrs.
Interior Design
American Institute of Banking Houston, Texas
Bank required training
Identifying Bank Fraud
Additional Training sponsored by USDA:
. Contracting Officer Technical Representative
. Ethics: Government Card Training, 2005
. GSA SmartPay Purchase Card, 2005
. Cyber Security Awareness - 2011
. Information Security Awareness, 2010
. U.S. Bank Corporate Payment System, 2007
. USG Privacy Act 2006
. Security Literacy and Basics, 2006 - 2011
. Federal Regulations on Travel
. Conflict Management, Team Development and Delegation of Duties
. Management Leadership Training
Summary
Skills / Proficiency
Experience
Awards
Education
Contact this candidate