Manager Customer Service

BARBARA REMEDIOS

**** ******* ***. #**, *** Angeles, CA 90024

******@*********.*** / 310-***-****

SUMMARY

Results oriented operations manager with demonstrated ability to lead multi-disciplinary teams on projects

ranging from large scale product launches and events, to small internal compliance committees and

process improvement teams. Works proactively and with high degree of autonomy in establishing

priorities in a fast paced, changing environment. Experience managing online and offline projects for

clients ranging from regional non-profits and volunteer groups to Fortune 100 corporations.

PROFESSIONAL EXPERIENCE

HERSHEY CAUSE, Santa Monica, CA 2009 – 2010

Key member of operations staff for marketing, communications and branding agency, providing

administrative support for marketing, HR and finance teams.

Office Administrator

Oversaw overall office and facility management including equipment and building

maintenance and repairs, and selection and supervision of vendors.

Conducted research, produced, proofread and laid out presentations, proposals and

correspondence for marketing, finance and executive teams.

Arranged travel, accommodations and local transportation for internal staff and visitors.

Maintained and organized calendar for executives, office meetings and events.

Administered recruiting, onboarding, PTO and benefit processes and maintained/updated

office policies, procedures and forms.

AMERICAN RED CROSS OF GREATER LOS ANGELES, Los Angeles, CA 2008 – 2009

Development Associate (temporary)

Processed gifts and maintained data integrity for donor database.

Generated year-end appeals and donor acknowledgments.

SCHOOL LOANS CORPORATION, Los Angeles, CA 2002 – 2007

Founding team member for financial services company managing student loan operations, compliance,

quality issues and selected facilities management projects.

VP, Operations

Supervised up to 60 agents responsible for the processing of Federal and private student

loan applications from receipt through fund distribution including data entry, file

completion, document verification and exception processing for five loan types serving

nine FFELP lenders.

Provided operational interpretation and implementation of the Federal Higher Education

Act regulations and privacy law compliance including oversight of over 20 student loan

servicer and guaranty agency relationships.

Facilitated two company relocations (up to 100 employees) and three subsequent office

expansions including site selection, design and construction oversight, furniture and

office equipment acquisition and move day scheduling and onsite coordination.

Director, Operations

Negotiated, implemented and managed alliance contracts with particular focus on

maximizing loan volume.

Provided on site supervision and task prioritization of IT personnel.

Documented, prioritized and tracked web based technology development to ensure both

client and internal business needs were met.

Improved online loan application workflow resulting in increased loan volume.

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PROFESSIONAL EXPERIENCE (continued)

THE DOCK EXCHANGE, Los Angeles, CA 2000 – 2001

Core team member developing B2B exchange website, managing the development and maintenance of

the core online application including performance of all QA and usability testing.

Director, Product Management

Developed product specifications including use cases, workflows and business

requirement documents.

Gathered and monitored client and internal sales requirements and researched client and

competitor applications for opportunities to introduce new or enhance existing products.

Senior Manager, Product Management

Conducted all website training for sales, customer support and technical staff as well as

primary constituents.

Performed pre-launch QA testing to generate error reports and prioritize resolutions.

Developed site content including top line copy, contextual help, glossary and FAQ’s.

MAERSK PACIFIC LTD., Oakland/Long Beach, CA 1989 – 1999

Operations manager for the leader in global transportation, managing supply chain for all intermodal

equipment in the Pacific Southwest region including coordination through Asian, European and South

American trade lanes.

Equipment Control Manager

Tracked usage, forecasted demand and maintained database inventory integrity for all

regional intermodal equipment (10,000+ units).

Negotiated intermodal rates, terms and conditions and ensured vendor compliance.

Appointed to SeaLand acquisition team to assess staffing needs, procedures and facility

requirements.

Increased equipment utilization and significantly reduced equipment aging through

education and enlistment of sales and corporate entities.

Other positions held included: Assistant Customer Service Manager, Assistant Intermodal

Manager, Administrative Assistant and Intermodal Clerk.

EDUCATION

BACHELOR OF ARTS, UC Davis, International Relations major, Organizational Studies minor

EDUCATION ABROAD PROGRAM, University of Sussex, Brighton, UK

TECHNOLOGY SKILLS

MS Outlook, Excel, Word and PowerPoint for PC and MAC

The Raiser’s Edge

Quickbase

FileMaker

Salesforce

PROFESSIONAL DEVELOPMENT

USC Historic Preservation Summer Program - 2010

TEFL/ESL Certified

UCLA Extension – 20+ courses in Art History, Fund Raising and Public Relations

Nielsen Norman Group – Web Usability and User Experience training

Cal State Long Beach Extension, Certificate: Public Relations

COMMUNITY INVOLVMENT

LA Conservancy – Volunteer, 2010

Los Angeles County Museum of Art (LACMA) – Volunteer, 2003 - present

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UCLA Extension Cultural & Language Exchange Program – Volunteer, 2009 - present

Gamble House - Special Events Docent, 2007 - 2008

Cal Aggie Alumni Association - Chapter President, 1999 – 2003 / Volunteer, 1992 – 2005

Working knowledge of French

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