Customer Service Manager

SUZANNE "SUE" NOVELLI

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

ORO VALLEY, AZ 85755

HOME PHONE 520-***-**** CELL PHONE 520-***-****

EMAIL ADDRESS: abi6h5@r.postjobfree.com

To Whom It May Concern:

Thank you for the opportunity to submit my resume for consideration of

employment with your organization. I bring a strong educational and career

path level to my positions and seek only the highest quality standards in

all work performed.

My educational background consists of a master's degree in business

administration, which has enhanced my skill sets. I am seeking employment

opportunities that allow for career growth, development, and promotion of

my skills and abilities.

My resume outlines my last 10+ years of employment experience, but I have

also performed in high-level support functions my entire career including

executive assistant to the chief executive officer of Harrah's Hotel and

Casino in Laughlin, Nevada, and assistant to the director of security at

the Hotel Del Coronado in San Diego, California.

The ability to critically think and problem solve in a manner that promotes

positive service and outcomes is considered one of my strongest skill sets

in conjunction with my technical skills including stellar computer aptitude

and abilities, meeting organization, training and presentation skills, and

effective communication both verbally and in writing. I supervise others

and seek high performance and self-development standards from my staff.

I welcome the opportunity to meet and discuss my qualifications further and

to introduce myself to you.

Respectfully,

Sue Novelli

SUZANNE "SUE" NOVELLI

12188 KYLENE CANYON DRIVE

ORO VALLEY, AZ 85755

HOME PHONE 520-***-**** CELL PHONE 520-***-****

EMAIL ADDRESS: abi6h5@r.postjobfree.com

Career Summary

Support experience for high-level executive positions including chief

executive, nursing, and financial officers, as well as hospitality general

managers, and the mayor, city council, and city manager of Lake Havasu

City. I also fully supported Lake Havasu City's director of public works as

well as the director of field operations at Cox Communications. I have

hands-on well-defined experience and am able to develop team work

environments.

Professional Experience

January 4, 2010 to October 2010

Practice Manager

Northwest Allied Physicians-Oro Valley Hospital

Management position overseeing four employed physician offices consisting

of approximately 17 staff members and six physicians. Current oversight

includes staff management, expense responsibility, revenue generation,

preparation for state licensing of all clinics, staff and physician

practice requirements, and patient, staff, and physician satisfaction

results. Overall budget oversight including revenue generation and expense

control. Current annual revenue approximately $6 million.

January 3, 2008 to Present

Executive Office Administrator

Northwest Medical Center Oro Valley

Duties were the same as the executive assistant level position with staff

management responsibilities added.

May 2007 to January 2, 2008

Constituent Services Coordinator

Town of Oro Valley

As the constituent services coordinator for the Town of Oro Valley I was

tasked with developing a customer service relationship center that would

allow residents and stakeholders of the community a means of communication

with their government. This was a new position for the town:

Established the mission, vision, and values for the Constituent Services

Office.

Responded to approximately 350 concerns or comments for the Town since May

of this year, including written letters on behalf of the mayor and town

council, as well as town management.

Established and maintained the reporting mechanisms necessary to

communicate areas of concern with town management and the town council.

Maintained the e-portal system for the constituent services office, which

was a web based system of inquiry for concerns or comments. Weekly

reporting was generated through this web based program.

Developed the website content for the constituent services office.

Established, maintained, and trained approximately 35 town department

service liaisons on the importance of constituent services and service

delivery.

Developed, wrote, coordinated, and presented a homeowner's association

forum in October 2007, which yielded approximately 30 attendees with 15

staff presenters. Meeting requirements included the organization of meeting

space, food and beverages, informational packets, and presentation

materials. This was a successful event with very positive feedback, which

included the receipt of a star award from town management.

Daily tasks included heavy phone work, written communication, meetings with

directors regarding constituent concerns, meeting scheduling, and area site

visits.

February 2003 to May 2007

Executive Assistant to the CEO

Northwest Medical Center Oro Valley

As the executive assistant to the chief executive officers (CEO) for both

Northwest Medical Center and Northwest Medical Center Oro Valley, I was

accountable for full executive administrative support, design, and office

management of staff and projects. This position required the ability to

proactively, not reactively, respond to the needs of the CEO and his

officers and was considered a leadership role in the organization.

Key developer and layout person for the annual strategic plan document,

which included heavy meeting scheduling, draft and final design,

organization, and printing of the plan document, travel arrangements to

corporate headquarters for review needs, and mailing requirements.

Accountable for the Board of Trustee meetings, including agenda

development, a tracking mechanism for required meeting topics, and minutes

of each meeting. Worked closely with the CEO and board chairman in

preparing for this monthly meeting. Organized food service, room, and guest

availability needs. Also accountable for the technical requirements of the

meeting including PowerPoint set up and/or conference call requirements, or

development of PowerPoint presentations.

This position required a heavy load of calendar/meeting scheduling with

numerous contacts including physicians, key executives, and corporate

staff. Scheduling was considered to be a high-level skill requirement in

meeting the level of difficulty in these tasks. Flexibility, patience, and

follow through were key factors in successfully meeting the skill

requirement.

The CEOs were involved in outside organizations including chamber of

commerce appointments. It was important that scheduling and presentation

needs for events with these organizations were prepared and completed

appropriately on behalf of the CEOs.

Managed the executive office including supply needs, mechanical maintenance

requirements, work flow direction, project organization, as well as staff

scheduling, evaluations, and team project initiation.

Established filing systems in a manner that promoted the ability for quick

location of important documents, including the CEOs personal filing systems

as well as daily paper in/out retrieval, organization, and response

processes. Contractual document tracking was also an integral part of this

position.

Prepared quarterly all-employee staff meetings on behalf of the officers,

including two-day scheduling needs, food service, prize needs, presentation

development, and technical support.

Maintained the system for the customer service training program at the

request of the CEO. This was an Access Database system that required that

all employees be tracked and documented in meeting the training

requirements of the program. All employees were required to attend the six-

week course and all attendance tracking, scheduling, invitations, rooms set

ups, and supply needs were made through the executive office.

Daily tasks included heavy phone work, written communication, and

meetings/scheduling. Position was the eyes and ears of the organization on

behalf of the CEO and his respective officers and trustees.

January 2001 to February, 2003

Senior Administrative Assistant for

the Director of Field Operations

Cox Communications

As the senior administrative assistant for field operations I was

accountable for direct support to the director of field operations and

assisted with a department of 200 employees, including 75 field

technicians.

Daily tasks included heavy phone work, written/verbal communication,

meetings/scheduling, minutes, and back up support to executive team.

The director of field operations requested that I develop, implement, and

maintain a dashboard reporting system that would bring a reportable level

of performance to the department and allow for communication of performance

levels to the staff, general manager, and corporate leaders. I established

and implemented an Excel workbook system that brought performance

accountability and reporting to the department and assisted in the

development of an outcome based reward system that enhanced service and

service recovery needs.

Implemented and developed a uniform ordering system, including the

selection of a vendor, which enhanced internal customer service needs.

Administered and facilitated monthly administrative support meetings to

enhance the flow of communication concerning cross-departmental projects.

August 1993 to November 2000

Management Specialist to the Mayor and City Council

City Manager's Staff Lake Havasu City, Arizona

As the management specialist to the Lake Havasu City Mayor and Council I

was accountable for full support to seven council members under the

direction of the city manager.

Responsibilities included communication efforts during the 1995 lake area

water quality crisis, with public relations always a high priority.

As management specialist for the Mayor and City Council, duties included

speech writing, state level contacts, event planning, budget preparation,

and strong public relations. I was also a trained member of the emergency

response team for the city disaster plan.

Daily tasks included full management of the mayor's office, encompassing

heavy phone work, scheduling of appointments and events, process and

procedure regulation and management, travel requirements, and contractual

needs including fleet maintenance and purchasing of town council vehicles.

Education

MBA, University of Phoenix

BS/BM, University of Phoenix

AAS Degree, Secretarial Science, Mohave Community College

Notary Public

Emergency Management Services Training- Emmetsburg, Maryland (40 hours)

Community Planning Institute-40 Hours Town of Oro Valley

Proficiencies

Shorthand

Microsoft Office Suite

Word

Excel

PowerPoint

Access Database System

Outlook

Travel Organization

Written Communication

Verbal Communication

Presentations

Organized

Attention to Detail

Community

. Present-Junior Achievement Volunteer Instructor

. Past-Executive Board Salvation Army Lake Havasu City

. Past-Secretary-Catalina Community Services Board

. Past-Town of Oro Valley Water Utility Commissioner

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