Customer Service Marketing

Sandra Wirt Henderson

Benicia, CA ***** ~ 707-***-**** ~ E-mail: *******@***.***

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An accomplished visionary with a degree in Public Administration, 9+ years

of administrative support to the Sr. Vice President Marketing & Development

and other C-Level executives at Fireside Bank. A multi-tasking machine that

is highly organized, detail oriented, can work independently or as a team

player, easily identify situations that require my attention, and determine

what should be escalated. An analytical, forward-thinking problem solver,

comfortable with being the "go to" person for a variety of tasks,

activities and projects. Flexible and enjoy the administrative challenges

of supporting a fast paced, performance-driven, ever changing environment.

Ability to interact and motivate cross-functional teams using strong

organizational, communication and problem solving skills. An experienced,

hardworking can-do professional with a successful career in providing best-

in-class customer service to all levels of personalities. Extensive

experience in a variety of administrative tasks, calendar management,

event/travel planning, operational administration, project coordination,

and business development. Proficient in MS Office (Word, Excel,

PowerPoint, Outlook), Mac and social media applications.

Areas of expertise include: *Administrative Operations *Customer

Service *Event/Travel Planner

*Organization *Multitasking *Written/Oral

Communications *Team Collaboration

PROFESSIONAL EXPERIENCE

FIRESIDE BANK Pleasanton, CA

Administration and Corporate Marketing (1998 - 2009)

. Assisted SVP and executive level in numerous special projects. Recently

on a company-wide reduction in force from 1K to 500 employees and then in

the final stages of the company wind-down of production in 2009.

Participated in internal, State and Federal (FDIC) regulatory audits.

Assessed findings, recommended resolutions, resolved issues and wrote

reports. Developed procedures, consolidated, audited and managed 10k data

sensitive client files, from 35 offices nationwide into one centralized

location for compliancy.

. Scheduled, researched, developed, planned and procured all services

necessary to operate yearly multiple complex projects for implementation

of executive meetings, company conferences, incentive programs, client

promotional events and training seminars throughout the USA/Mexico.

Negotiated and executed hotel and vendor contracts; coordinated

registration, air/ground travel, lodging and served as primary liaison on

site ensuring professional, successful and profitable operations on each

program. Composed creative copy for events, promotional campaigns and all

trip-related materials (instructions, itineraries, agendas, handouts and

calendars).

. Prepared, tracked, maintained, and reconciled $1m+/annual budget for

events/meetings and $1.2m/annual for business development, while

interfacing with business units and executives. Prepared, tracked,

reconciled and processed expense reports.

. Served as corporate liaison to the nationwide sales staff for support and

as the information source on company protocol, general questions, trouble-

shooting, policy/procedure interpretation and compliancy.

. Researched and evaluated materials/data to compose and design PowerPoint

presentations for executives.

. Scheduled and managed in MS Outlook calendar appointments,

meetings/events/conferences and campaigns.

. Established and maintained positive professional working communications

with mutual respect among clients nationwide, their counsel, executive

officers and board members for contract negotiations. Achieved a

successful completion ratio of 95% as the primary point of contact for

contract negotiations through the demonstrated ability to work with VIP

personalities and find creative drafting solutions to business challenges.

. Managed the corporate marketing department's email inbox and client

inbound phone traffic. Utilized strong judgment in managing priorities,

escalating and redirecting as necessary for resolution. Composed responses

to answer questions, solve problems and manage conflicts.

. Drafted, created, edited and maintained marketing content for company

communications (website, letters, emails, newsletters, faxes, advertising

collateral) and marketing policy/procedure manual.

. Team leader for maintenance of the client database in 15 states, ensured

accuracy and integrity. Data reported company-wide to all management

levels providing critical information for analysis and generating reports.

. Managed day-to-day general office duties and supervised daily workflow

for the staff. Grew the staff from two to 12. Interviewed, hired,

scheduled, trained, managed, motivated, mentored, evaluated, rewarded,

disciplined and dismissed staff (fulltime and temp). Provided

administrative/processing/support activities. Monitored and maintained

equipment and ordered supplies.

EDUCATION

BA Public Administration - California State University, Chico

~ Executive Assistant to President - Associated Students

VOLUNTEER EXPERIENCE

Auction Napa Valley and Vineman Triathlons.

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