Customer Service Project Manager

Martha (Marti) S. Riley

***** ****. **. ** *******, WA 98012 ( Cell: 206-***-**** ( Home:

425-***-**** **********@*******.***

Objective

To utilize past experience in multiple professional disciplines to meet new

challenges in a new environment.

Job Experience

Underwriting Assistant II - Liberty Mutual Insurance, Seattle, WA (Formerly

Senior Customer Service Representative - Safeco Insurance Company, Seattle,

WA) January 1997 to June 2010

. Demonstrate effective inter/intra department and cross team

collaboration for the completion of projects.

. Managed to completion several small to medium scope projects as

Project Manager.

. Demonstrate successful analysis and written proposals for business

solutions to implement improved customer service and more effective

business processes.

. Effectively managed projects ranging from office procedures to old

indemnity research.

. Compile, format and analyze data to provide accurate figures for

financial disbursements to customers.

. Facilitate effective communication and coordination between Surety and

its international business partner.

. Developed and implemented employee training and procedure manual for

temporary summer employee.

. Demonstrate effective written and verbal communication in training other

employees in current business processes.

Self-employed - 1988 to 1997

. Effectively managed daily business processes.

. Organized and led various events as the event coordinator.

. Managed office accounting functions.

Temporary office clerk through temporary agency various companies,

longest tenure with Pepsico, Seattle, WA 1988

. Performed various clerical functions with Seattle based companies.

. Demonstrated ability to function at higher level and was promoted from

file clerk to Accounts Receivable clerk with Pepsico.

. Accurately managed bank deposits and reconciliations during tenure

with Pepsico.

Registered Nurse Pennsylvania & Washington 1981 to 1988

Sacred Heart Hospital, - Norristown, PA; Queen Anne Care Center - Seattle,

WA; doctor's office - Seattle, WA

. Supervised other nurses and aides on ICU step down unit.

. Performed Team leader/ Charge nurse functions such as assigning tasks,

directing patient care, goal setting and managing emergency situations.

. Maintained patient records and performed Labor & Industry/ICD 9 billing.

. Performed patient education such as pre- and post operative instruction;

medication usage and wound care.

. Demonstrated excellent decision making and problem solving skills in high

stress/critical care situations

. Developed and implemented goals for patient care, recovery and health

maintenance

. Successfully performed all job functions under highly stressful

conditions.

. Demonstrated significant attention to detail in carrying out all job

functions.

Education

BCTI - Business Communication Technical Institute - Certificate in Computer

Applications; Seattle, WA

Associate Degree in Applied Science

Montgomery County Community College, Blue Bell, PA

Training and Professional Development:

. Crucial Conversation seminar - management level

. Managing Without the Title & Civil Treatment for Managers

. Meeting Facilitation and Project Management workshops

. Management series, communication series, business writing

. Project Management workshops and seminars

. Introduction to Lean Six Sigma

Additional Skills:

. Successfully organized twice yearly fund raising events for a non-profit

agency with net totals exceeding $1000.00 per event.

. Proficient in Microsoft Office products including Word, Excel and

PowerPoint; experienced in SharePoint and Access.

. Maintain 99% data entry accuracy rate 13+ years.

. Excellent customer service and communication skills - written and verbal

. Strong decision making and problem solving skills

. Able to work in fast paced, priority oriented workplace

. Experienced Emergency Response Team member with light search and rescue

and CPR Certification.

Contact this candidate