Manager Customer Service

LISA A. STITH

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

Fairfield, CA 94534

C 707-***-****; *******@*******.***

**

SUMMARY

Motivated and results-oriented manager with strong leadership,

communication and supervisory skills. Proven ability to maximize savings

through cost reductions, financial management and efficiency improvements.

Highly organized and dedicated to customer satisfaction. Scored

exceptionally high on client satisfaction and move surveys. Hands-on

experience includes:

Facility Management Budget Preparation Coaching/Mentoring

Move Management Budget Forecasting Vendor Contracts

Customer/Client Operations

Service

PROFESSIONAL EXPERIENCE

BOSTON REED COLLEGE, Napa, CA 2010 - 2011

Program Assistant 2010 - 2011

Provided administrative support to the Program Assistant Department

. Prepared and distributed course and teaching materials to instructors

. Provided customer service to students; researched any issues

. Provided instructors with durables and class inventory

. Prepared Third Week Environment Surveys and Mid-Term Surveys

. Completed all daily work orders/requests

. Tracked and shipped all durable and inventory backorders

. Prepared grade books for instructors

Externship Coordinator 2010 - 2010

Placed eligible students in medical externships

. Coached students in preparation for externships

. Recruited new host sites

. Coordinate all necessary paperwork for externships between students

and host site

JONES LANG LASALLE, San Francisco, California 2005-2009

Assistant Facility Manager, Jones Lang LaSalle Corporate

Account 2007-2009

Provided facility management and operations support to six corporate

offices located in Northern California and Seattle

. Served as Acting Facility Manager for Northern California and Seattle

. Prepared annual budgets, quarterly variance reports, budget forecasts;

analyzed and tracked monthly budgets and activity reports for accuracy

. Planned and managed 17 office moves and numerous restacks

. Managed vendor contracts and Certificates of Insurance to ensure

compliance

. Introduced and implemented best practices through sustainability and

cost-reducing measures

. Trained and managed six Emergency Response Teams

. Managed conference rooms and A/V equipment; copy/print centers and

office equipment; mail rooms and associated equipment

. Communicated all pertinent facility news and announcements to

occupants

. Liaison to property management office

. Managed three direct reports and one matrix report and contributed to

their professional development via coaching and mentoring

. Managed procurement of office and kitchen supplies

. Monitored online call center requests for completion and satisfaction

. Conducted site safety inspections

. Monitored security access system

Executive Assistant/Project Administrator 2005-2007

Provided administrative support to two International Directors and one

Executive Vice President; provided facilities support for the San Francisco

office

. Acted as Matrix Manager for the Receptionist

. Provided Notary Public services

. Planned VIP visits and senior management events

. Provide administrative support for RFPs

. Managed executive calendars, made travel arrangements, arranged

conference calls, answered/screened calls and provided data base

management

. Maintained employee and business files

. Processed expense reports

. Served as Fire/Life Safety Floor Warden

Marsh Risk and Insurance Services, San Francisco, California

2003-2004

Executive Administrative Assistant

Provided administrative support to the Managing Director/Casualty Practice

Leader and the Casualty Department

. Monitored monthly budget

. Planned major client and departmental events

. Tracked professional development

. Monitored time tracking system

. Managed heavy executive calendar

. Provided research and follow up on aged invoices, delinquent surplus

lines and bad debt reserve

. Processed/tracked all invoices

. Prepared expense reports

. Made travel arrangements

. Arranged conference calls

eONE Global, Napa, California

2002-2003

Executive Assistant

Provided administrative support to the Chief Technology Officer

. Tracked department budget and invoices

. Prepared expense reports and made travel arrangements

. Managed heavy executive calendar

. Tracked the department employee's Paid Time Off

. Planned executive meetings

EDUCATION

Associate of Science, Word Processing

Jefferson College, Hillsboro, Missouri

PROFESSIONAL DEVELOPMENT

Strengthening Customer Relationships, Communicating Clearly, Planning and

Controlling Budgets, Finding Resolution Through Negotiation, Project Scope

Management, Effective Time Management for You, Developing as a Manager,

Implementing Change for Managers

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