Customer Service Manager

Kelly E. Luken

**** ******** ***** ( Redding, CA 96003 (

*****************@*****.*** 831-***-****

Qualifications Summary

Administrative professional experienced working in fast paced environments

demanding strong organizational, technical and interpersonal skills;

trustworthy, ethical and discreet; committed to superior customer service;

confident and poised in interaction with individuals of all levels; detail-

oriented and resourceful in completing all job duties and able to multi-

task effectively. Capabilities included: answer multi-line telephone to

screen, forward and take messages, appointment setting, accounts payable

and accounts receivable responsibilities; working with fiscal budgets and

allocation of accounts; air traffic and law enforcement dispatch

techniques; publishing correspondence, reports, media releases, agendas and

minutes; ability hear and resolve complaints from customers, patients,

and/or public.

Professional Experience

Hutt Aviation, Inc. - Minden/Tahoe Airport, Minden, Nevada

June, 2010 to July, 2011

Office Assistant, A/P/R, Customer Service Representative

Answer multiple telephone lines, set appointments and take messages, manage

all front desk responsibilities, concierge: rental cars, hotel

reservations, catering, driver services, charter flights, etc; accounts

payable and accounts receivable, manage general ledger entries and oversee

expense accounts, air traffic dispatch, publish letters, correspondence and

legal documents and contracts, maintaining and overseeing the maintenance

department shop orders and responsible for all ordering and inventory of

aircraft parts through our authorized Cessna service center, all general

office responsibilities: filing, extensive computer use with Microsoft

Office, Word, Excel, PowerPoint, QuickBooks, Adobe and Internet research,

etc.

Central Fire Protection District of Santa Cruz County, Santa Cruz,

California

February, 2007 to August, 2009

Administrative Assistant III, Support Services

Answer multiple telephone lines, set appointments and take messages, manage

all front desk responsibilities; schedule and oversee all public education

events within the community, Website Program Manager, prepare and publish

Board of Director meetings agendas and minutes with all related

correspondence, publish letters and news bulletins for the District,

publish and present post-incident analysis presentations for the District,

A/P/R and claims to the County, work with building fiscal budget for the

District and preparation and distribution of payroll to District employees,

reviewing call response reports and maintaining accuracy with the CAD

system records, responsible for maintaining inventory of all apparatus for

the District, assisting with emergency command centers set up at

Administration headquarters and assist in a support role for all

administrative staff as needed.

City of Santa Cruz - City Manager, City Council, Mayor and City Clerk's

Offices

2005 to 2007

Secretary/Receptionist

Answer multiple telephone lines, set appointments and take messages as

needed, manage all front desk operations and interface with the public

regularly, assist with the preparation and publication of City Council

Meeting agendas and minutes, archive, rescind and amend all City ordinances

and resolutions in the City's vault, data entry and scanning of City

archival documents into an agency specific web-based software program,

general office responsibilities, such as: filing, office supplies inventory

and ordering, knowledge of all office equipment; typewriters, copy

machines, fax machines, scanners, extensive computer use with programs such

as: all Microsoft applications; Word, Excel, Outlook, PowerPoint, Access,

Publisher; Adobe Acrobat Reader, internet research, etc.

Educational Experience

De Anza College, Cupertino, California

May, 2009 - December, 2010

Pharmacy Technician Certification

GPA: 3.8

Graduation Date: December, 2010

Cabrillo College, Aptos, California

October, 2007 - May, 2009

Associate's of Science Degree, Science

GPA: 3.6

Graduation Date: Degree still in progress

Soquel High School, Soquel, California

October, 2003 - June, 2005

High School Diploma

GPA: 3.0

Graduation Date: June, 2005

References

Available upon request.

Contact this candidate