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Customer Service Management

Location:
Opa Locka, FL, 33055
Posted:
August 14, 2011

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Resume:

Rita Leon

**** ** *** ******

Miami Gardens, Fl *3055

786-***-****

abgxv2@r.postjobfree.com

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



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