Customer Service Manager

NICOLE MINIERI

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

Bronx, New York 10465

Cell 650-***-****

*************@*****.***

SUMMARY OF SKILLS

Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook),

Adobe Illustrator, PageMaker, Salesforce, and Internet Research

PROFESSIONAL EXPERIENCE

Morrissey-Compton Educational Center, Inc., Palo Alto, California

October 2008 - October 2010

Proofreader/Marketing Coordinator

?Handled proofreading, editing, and formatting activities for voluminous

confidential written reports, and monitored outgoing quarterly newsletter,

pamphlets, booklets, speaker series flyers, and various business forms for

content and mistakes.

?Worked in conjunction with Chief Operating Officer to formulate marketing

programs, implement marketing strategies, plan annual appeal fundraising

events to enhance non-profit agency financial goals, heavy scheduling, and

various administrative tasks.

?Composed and produced newsletters and leaflets for large scale fundraising

mailers to generate public attention and solicit donations.

The Spectrum Magazine, Redwood City, California May

2008 - October 2010

Reporter/Feature Writer

?Responsibilities as a Reporter included conducting interviews, in-depth

research, fact checking, and writing assigned stories on deadline focusing

on human interest, business profile, and entertainment topics for local

independent monthly magazine.

Powerhouse, Inc., Redwood City, California July

2001 - October 2008

Customer Service Specialist Lead

?Worked independently and as part of a close-knit customer service team in

providing a high degree of quality support in responding to problem solving

and customer needs via in person, telephone, fax, mail, and email to 2,500+

affiliates.

?Managed intensive customer traffic, answered large volume inbound calls,

and directed all calls in a timely manner.

?Diffused critical situations with sensitivity and tracked customer

complaints from escalation all the way to resolution.

?Researched and resolved complex billing discrepancies, collected past-due

payments, and acted as payment consultative.

?Sold membership packages, generated sales reports, and retained repeat

business through customer care follow-up.

DPR Construction, Inc., Redwood City, California

January 2001 - September 2001

Writer/Marketing Coordinator

?Developed and produced comprehensive client proposals, statements of

qualification, and supplemental RFP requests.

?Wrote, edited, and proofread proposal sections, descriptive biographies,

and resumes for key personnel and new hires.

?Updated proposals in system libraries, researched online, and utilized web

databases for pertinent project information.

?Further assisted with the assembly of marketing packages, client-focused

presentations, and lead generation materials.

Kelly Services / Personalized Placements, Mountain View, California

April 1996 - January 2001

Administrative Assistant

?Provided diverse levels of administrative assistance for executives,

directors, and department managers: presentations, word documents, excel

spreadsheets, composed correspondence, data entry, and produced desktop

publishing materials.

?Handled busy telephones with professionalism, maintained business

calendars, scheduled department meetings and conference calls, coordinated

catered events, made travel arrangements, and reconciled monthly expense

reports.

Knight-Ridder Information, Mountain View, California

April 1995 - August 1996

Marketing Communications Assistant

?Provided PR Staff with proofreading, editorial assistance, press release

distribution, and maintenance of clipping library.

?Assisted the Advertising Manager with insertion orders, monthly budgeting

spreadsheets, and media tracking projects.

?Supported Trade Show Manager by coordinating show set-up, follow-up

activities, and with promotional giveaways.

?In charge of the preparation, organization, and distribution of large

volume mass marketing mailers and media packets.

AM Graphics, New York, New York June 1986 -

February 1990

Creative Coordinator

?Assisted the Creative Team with research, proofreading, editing, and copy

on all outdoor advertising campaigns.

Freelance Journalist June 1987 -

May 2008

?Interviewed local celebrities and sports athletes, performed research, and

wrote informative features based on their stories.

EDUCATION

B.A., Mass Communications: Iona College, New Rochelle, New York - 1986

Intern, Library Newsroom: NBC Studios, New York, New York - 1985

Professional References and Clippings Provided Upon Request

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