Customer Service Management
Resume:
Geri J. Farr
********@*****.***
Hastings, MN
Administration Officer
Management ~ Leadership Development ~ Strategic Planning
An exceptional leader possessing a passionate, innovative, visionary
approach. Expert in building collaborative relationships (internal and
external), gaining buy-in for new ideas, and driving strategic programs
through regulated environments, consistently achieving results that exceed
expectations. Catalyst in aligning businesses to achieve exceptional
results. Demonstrated expertise in facilitating change through consensus
building.
Key Strengths
Organizational Leadership Risk Management (Safety and Security)
Strong financial management skills Human Resource / Recruiting
Process design and implementation Policies and Procedures development
Cost reductions and growth strategies Coaching and mentoring
Board of Director interface Governance and compliance
Professional Experience
San Manuel Band of Mission Indians, Highland, Ca
April 1995 - October 2008
A sovereign Tribal Nation with diversified business enterprises in real
estate, manufacturing, hospitality, entertainment and distribution
Executive Director of Administration for the Tribal Government
Conceived, established and managed a Tribal Administration Department
to oversee operations of Tribal Government, and all Tribal Government
projects. Provided administrative, logistic and support services to twenty-
seven (27) different divisions and units with over 1,000 employees and
tribal citizens while providing the highest degree of confidentiality.
. Conceived and initially managed the Finance /Credit Union/ Payroll
Department to become fully functional stand alone business unit
utilized by eleven (11) departments with 1,000+ employees and tribal
citizens, which resulted in $400,000.00 savings over a 12 month
period.
. Responsible for writing and implementing policies for eight
departments.
. Responsible for the recruiting, hiring, training, disciplinary action
and job reviews to over 100 employees.
. Conceived and managed travel arrangements for over 3,800 employees and
tribal citizens creating a Travel Department resulting in over
$300,000.00 in savings by ensuring cost effective travel arrangements.
. Designed, implemented and managed the successful execution of Document
Imaging & Retention functions creating a department utilized by more
than 700 employees for securing and preserving the privacy of company
documents.
. P & L responsibility for the creation and management of a multifaceted
budget in excess of $215 million dollars.
. Participated in the development and execution of short and long-term
organization plan including business enterprises and capital
improvements to best support Tribe's vision of self reliance.
. Consistently evaluated cost/benefit scenario(s) and service delivery
models to optimize business and financial performance.
. Conceived and managed Cafeteria operations servicing 700+ employees
and tribal citizens, catering to executive board meetings and tribal
government events, which resulted in a 20% increase in productivity
year over year.
. Centralized and managed the purchasing of goods which resulted in
annual savings in excess of $350,000.00.
. Created and managed a vehicle pool utilized by 26 departments with a
savings of $300,000.00 annually.
. Responsible to effectively track over 1300 fixed assets totaling $7.6
million.
. Management of 52,000 sq. ft. building establishing all safety and
security measures to ensure the safety of over 100 employees, visitors
and tribal citizens.
. Oversight of the annual tribal government election compliance process
for 15+ elections with no contested results.
. Served as Executive Assistant to the San Manuel Business Committee, by
coordinating and directing highly sensitive administrative functions
such as organizing meetings, preparing agendas, meeting minutes, event
planning, inquiries, responses and calendar management.
. Ability to set priorities and meet deadlines on multiple projects by
effectively setting priorities with a proven record of using good
judgment and discretion.
. Served as a strategic member of the executive management team to guide
the vision/mission for the Tribe and to establish avenues to achieve
those goals.
. Established effective methodologies to ensure exceptional and
consistent customer service by effectively creating standard operating
policies and procedures for eight departments.
Citizens Business Bank
October 1987 - April 1995
Assistant Operations Manager
Responsible for the diligent and meticulous handling of all banking
activities. Effectively and efficiently trained staff on work processes
to reduce cost and increase employee productivity.
. Provided training in operational techniques and basic product
information ensuring effective cross-training of bank products.
. Performed on-going audits of branch records and accounts to ensure
compliance with established bank policies/procedures and federal/state
regulations.
. Maintained a high degree of confidentiality of customers and employees
information.
. Performed monthly, quarterly and semi-annual certifications according
to banking policy.
. Managed the process of cash flow and inventory turnover.
. Responsible for opening of Corporate/Personal accounts.
. Responsible for accepting all corporate deposits with no cash
differences.
Education
Claremont Graduate University - Certificate of Administration
University of Wisconsin - Organizational Leadership (in progress)
Affiliations
Organization Development Professional (member)
Center for Creative Leadership (member)
Leaders & Thinkers (member)
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