Angela Pernisco
**** *** ****** ( West Linn, OR *7068 ( 503-***-**** (
abhihi@r.postjobfree.com
Qualification Summary
I am a talented, problem solving and creative person with a proven record
of accomplishment in customer service and project management. My positive
energy, drive, reliability and sincere honesty will assist your
organization to thrive. You can expect to experience from me strong
organizational skills, efficiency, strong ethical values, attention to
detail and resourcefulness in completing projects.
Experience Highlights
Executive Support:
. Design and maintain spreadsheets to monitor productivity and total
return
. Ability to read, understand and interpret legal codes and guidelines
. Design and produce marketing materials
. Coordinate job schedules to ensure timely completion of projects
. Prepare project scope of work and operating budget
. Develop job statements and proposals
. Manage financial records through Quicken
. Oversee accounts receivable and payable
. Yearly business planning
. Design, utilize and maintain filing systems
. Perform general administrative duties, including answering phones,
sending faxes and e-mails, occasional in-office customer service,
sorting mail and photocopying materials
. Expert skills in Microsoft Outlook, Publisher, Excel and Access
. Ability to utilize analytical skills for problem solving
. Manage and order office supplies
Congressional Liaison:
. Managed incoming calls from constituents within the district needing
services from federal agencies
. Successfully negotiate issues between constituents and federal
agencies
. Coordination and management of district congressional events and press
conferences
. Conduct research and analysis of areas of concern within the 2nd
Congressional District
. Track events and issues relevant to the 2nd Congressional District's
goals and missions
. Research and respond to constituent inquiries and provide information,
referrals and responses
. Provide constituents with informed/responsive service and act as a
liaison
Management and Supervision:
. Establish department goals and action plans
. Train representatives on proper call management techniques
. Observe and evaluate call center representatives to improve
productivity
. Utilize personal coaching techniques to maximize individual potentials
. Track and document activity for planning and budgeting purposes
. Participate in staff recruitment, hiring, training and scheduling
. Direct and supervise daily activities
. Maintain and enforce company standards including work environment,
absenteeism and tardiness
. Plan/facilitate meetings and perform presentations
. Organize and implement marketing events
. Research and advise clients about land use codes and changes that
could affect their property
. Designed marketing presentations to drive personal marketing campaigns
. Strategic thinker and ability to proactively resolve issues
. Yearly business planning to create personal accountability
. Uphold client/participant confidentiality
Interviews:
. Interview potential clients utilizing a predesigned system to ensure
maximum results
. Record client responses into database and maintain conversation
records
. Clearly explain process and goals of buying/selling process
. Ability to comprehend, carry out and relay client demands throughout
buying/selling process
. Design questionnaires to determine qualifications and corporate
personality fit
. Build rapport with interviewee to create maximum comfort and results
. Coach group members to develop healthy coping mechanism and strategies
for handling stress
. Educate members in ways to overcome challenges to growth and to
recognize personal roadblocks
Customer Service:
. Demonstrated ability to maintain composure and work efficiently in a
fast paced environment.
. Strong skills in issue de-escalation.
. Demonstrated ability to preserve confidentiality.
. Coordination and management of events and press conferences
. Conducted interviews to elicit necessary information and identify
needs
. Managed customer relations and provided exemplary customer service
. Excellent ability to effectively resolve complaints brought forward by
customers.
Technical Abilities:
. Typing Speed: 70 wpm
. 10-Key: 9789 kph
. Advanced Skill in Microsoft Word, Excel and Access
. Proficient in Microsoft Publisher, Powerpoint, Quicken and Quickbooks
Employment History
Northwest Behavioral Healthcare Services Adolescent Counselor 2010-
2011
Clackamas Womens Services Support Group Facilitator 2010-
2011
Marylhurst University Student 2009-2011
PernisConstruction Company Office Manager 2001-2011
Re/Max Equity Group Broker 2001-2009
Handyman Online Customer Service Manager 1999-2001
Congressman Bob Smith and Greg Walden Constituent Service Liaison
1996-1999
Education
Bachelor of Arts in Psychology, Marylhurst University, 3.88 GPA, conferred
March 2011