Customer Service Manager
Resume:
le’ WAUN M. FRANKS
San Diego, CA 92114
619-***-**** (cell)
Email: **********@***.***
PROFILE:
Professional Mannerism
Works Well Independently, As Well As Under Supervision
Works Well Under Pressure
Organizational Skills
Exhibits Leadership Qualities
Exceptional Customer Service Skills
EMPLOYMENT HISTORY:
COUNTY OF SAN DIEGO - Health and Human Services Agency
Office of Legislative Affairs and Special Projects
Office of Media and Public Affairs
Agency Compliance Office 1700 Pacific Highway, San Diego, CA
Administrative Secretary I Jan. 2007- present
Office of Legislative Affairs
Report to Caroline Smith, Manager (present)
Office of Compliance and Legislative Affairs
Report to Robert Borntrager, Chief Compliance Officer (July 2009 – Jan. 2010)
Office of Legislative Affairs
Report to Lynn Neal, Supervisor (Jan. 2007 – July 2009)
o Schedule appointments, coordinate meetings and travel
o Sort, screen, prioritize and route mail
o Provide general information to office and telephone callers
o Assist in carrying out administrative policies and procedures
o Set up and maintain office files
o Record and index federal legislative material
o Monitor federal and state legislative material through a web-based
legislative tracking system
o Assign legislation to program experts; track/expedite completion of
assignments
o Participate in interviewing and hiring process for Office Assistant
o Back up receptionist for HHSA Executive Director’s office
Office of Media and Public Affairs and Special Projects
Report to Anabel Poole, Manager (Jan. 2007 – July 2009)
o Schedule appointments, coordinate meetings
o Assist in special projects as assigned
COUNTY OF SAN DIEGO – Health and Human Services Agency May 2006 – Sept. 2006
(Temporary Employee)
Aging & Independence Services, 9335 Hazard Way, San Diego, CA
Office Assistant (Cool Zones Program)
Report to Anna Hennessy, Aging Program Specialist
Customer Service Support (Answer telephone questions regarding Cool Zones)
o Check eligibility and mail bus pass or fans to qualified callers
o Set up tracking system for bus pass and fans
o Updated and used database to provide weekly statistics to Analyst
Accomplishments While Employed
Development of Office Procedures and Manuals
Family Resource Center-Northeast, 5001 73rd St., San Diego, CA
Administrative Secretary I
Report to Karen Bebb, District Manager
o Clerical and Administrative Support to District Manager
Assist Office Assistant in day-to-day functions
Immanuel Temple Apostolic Church, Spring Valley, CA 1996-2010
Board of Directors
Corporate Treasurer
Pastors, Ministers and Deacon Wives’ Auxiliary District Chairperson
Accomplishments
Incorporated and obtained 501 3(c) status
Established certified accounting and recordkeeping procedures
Established Office Policy and Procedures
Established Operating Manuals for Auxiliaries
Established and Organized Church Children’s Choir
Founder and Chairperson of Y.A.M. Self Improvement Program
Previous Employment:
Legal Secretary
Procopio, Cory, Hargreaves and Savitch (Personal Injury, Construction
Defect)
Musick, Peeler & Garrett (Jenkins & Perry) (Real Estate, Corporate)
Gray, Cary, Ames & Frye (Probate, Personal Injury, Business)
Hitt, Hartwell & Knight (Real Estate, Family Law)
Daniel L.O. Gallargo, Esq. (General)
Education/Training:
General Education (San Diego City College)
County of San Diego Certificate Programs and Trainings:
11/2008 Administrative Support Series
08/2008 Assisting Difficult Customers
08/2008 County Grammar Review
08/2008 Stress Management
07/2008 Personality Style Strategies
06/2008 Fundamentals of Supervision
04/2008 Effective Writing
01/2008 So you want to be an Analyst?
2007 Diversity Training
2007 Respect in the Workplace
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