Manager Customer Service

CONSTANCE D. KLINE

**** ******* **** *****, #*** ? West Bloomfield, MI 48322 ? 248-***-****

? *************@*****.***

Skilled professional with more than 10 years of administrative

support experience, at the executive level, in the fields of

media, telecommunications, architectural engineering, insurance

and long-term care. My exceptional interpersonal and multitasking

ability is effective for providing both individual and team

support.

CORE COMPETENCIES

Microsoft Office (Word, Excel, Access, PowerPoint, Outlook, Publishing)

Lotus Notes, PeopleSoft (Travel and Expense Reporting), Data Entry

Supervision/Management

Sales & Marketing (Customer Care)

Front Desk Receptionist (skilled in operating multiple telephone lines)

Training

Fundraising/Solicitation (Sponsorships and Donations)

Promotions (media, both radio and television)

Human Resources/Recruiting

Telecommunications/Videoconferencing

Auto and Healthcare Insurance

PERFORMANCE EVALUATIONS

Recent and past performance reviews, I received the top rating: "Exceeds

Expectations.

JOB EXPERIENCE

Citizens for Better Care

Executive Assistant/Office Manager (07/09 to 03/11)

. Supervised and coordinated Training Plan for Receptionist

. Responsible for travel arrangements for executive management and

staff

. Prepared Agendas, Minutes and reports for all department meetings

as directed by Executive Director

. Overseen ordering and management of office supplies and furniture,

and catering services

. Maintained schedule for Conference and Training rooms

. In charge of Executive Director's schedule; making changes and

adjusting appointments as necessary

. Fundraising/Solicitation (Sponsorship & Donations) - Appealing to

the public & private sector for donations - Mass mailing

(Appeal/Pledge Letters)

. Accountable for banking and credit card transactions from donations

& sponsorships

Detroit Wayne County Long Term Care Connection

Executive Assistant/Office Manager (09/08 to 06/09)

. Supervised, trained and evaluated administrative staff

. Maintain Executive Director's and Deputy Director's schedule;

making changes and adjusting appointments as necessary

. Prepare paperwork/communications needed for meetings for Executive

and Deputy Director, Governing Board and Consumer Advisory Council

. Maintain schedule for Conference and Training rooms

. Maintain logs and files as appropriate

. Assist in preparation of special events involving the Board of

Directors and Consumer Advisory Council

. Prepare Agendas, Minutes and reports for all department meetings as

directed by Executive Director

. Participates in process / procedure improvement initiatives

. Work with management team to implement a Strategy Action Plan for

the agency

. Participates on assigned committees, internal work groups and in

evaluation of special initiatives or programs

. Responsible for travel arrangements for executive management and

staff

. Oversee ordering and management of office supplies and furniture,

cell phone and catering services

. Authorized to sign and cut expense and vendor checks/ accounts

payable

Escondido City Hall, Escondido, CA

Administrative Assistant, Planning Department (10/07 - 06/08)

. Provided administrative support for management and senior-level

planning staff

. Assisted business and residential owners with parcel/zoning, sign

permit regulations and application fees

. Transcribed and edited procedural manual for record documentation;

prepared documents for imaging

. Prepared and distributed pertinent materials for board meetings

. Responsible for mss mailing informational packets regarding

incentive programs

. Managed daily department operations including telephone coverage,

calendaring and file management

Blue Cross Blue Shield of Michigan, Detroit, MI

Executive Assistant/Special Projects Coordinator, (02/07 - 08/07)

. Provided administrative support for vice president of community

affairs

. Assisted with community event planning including posting state

events on company Web site

. Maintained calendar of appointments and coordinated travel

arrangements

. Organized on- and off-site meetings and related logistics; provided

e-mail and telephone coverage

. Composed correspondence including legal documents; compiled and

distributed meeting minutes

. Managed daily department operations including expense reports and

maintaining contribution logs

. Performed special projects as assigned

Blue Care Network, Southfield, MI

Senior Marketing and Sales Representative, Customer Service Support (09/05

- 01/07)

. Provided customer service to members and healthcare providers in a

call center environment

. Created and executed innovative marketing strategies

. Conducted informational seminars and distributed mass mailers to

market new program to beneficiaries

. Trained new marketing and sales staff on membership enrollment

. Achieved key contact status for record membership enrollment and

retention

. Conducted health fairs throughout the State of Michigan

Auto Club Group of Michigan, Dearborn, MI

Executive Assistant (Contractor), Customer Care Department (01/05 - 09/05)

. Provided administrative support for the vice president and director

of customer care

. Liaison with internal counterparts and external customers to

organize various company events

. Transcribed high-level, confidential correspondence and reports;

prepared presentations

. Maintained calendar of appointments, organized meetings and

coordinated travel arrangements

. Managed daily department operations including invoicing, labor

tracking and office supply procurements

Madison Madison International, Detroit, MI

Executive Assistant/Office Manager, (11/03 - 12/04)

. Provided administrative support for the president and chief

executive officer

. Supervised receptionist and conducted yearly performance

evaluations for support staff

. Assisted with preparation of proposals for project bidding and

compiling data for license renewal and taxes

. Managed daily department operations calendaring, coordinating

meetings and prioritizing letters of request

Clear Channel Communications, Inc., Detroit, MI

Executive Assistant/Office Manager, (1997 - 2000 and 03/01 - 10/03)

. Provided administrative support for the vice president and general

manager for WJLB/WMXD Radio

. Assisted with promotional event planning including concerts,

summits and philanthropic services

. Collaborated with decision making for new hires; conducted

employee orientations

. Liaison with office equipment vendors to negotiate contracts and

service agreements

. Managed daily department operations including invoicing, file

management, timesheets and calendaring

. Responsible for maintaining FCC Files

. Accountable for political sales

Granite Broadcasting - WB20 TV Detroit

Executive Assistant/Office Manager (10/00 - 03/01)

. Responsible for Air Time Logs

. Assisted with promotional events and planning

. Provided administrative support for the President and General

Manager

. Responsible for travel and logistics - on and offsite

. Maintained calendar schedule

. Supervised and evaluated administrative staff persons

EDUCATION

Oakland Community College / University of Detroit Mercy (GPA 3.5)

AFFILIATIONS AND ACTIVITIES

. Board Member, Coats for Kids Foundation (hold the office of

Secretary)

. Volunteer, The Adcraft Club of Detroit: Read Aloud Mentoring

Program

. Advocate, Alzheimer's Association

. Licensed Notary for the State of Michigan

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