Customer Service Administrative Assistant
Resume:
DONNA MARINA
Sterling Hts, MI *8310
Home: 586-***-**** Cell:
SUMMARY
Currently employed with Michigan Condominium Management / Realty Company as
Collections Specialist; recent work experience as administrative assistant
to Director / Property Manager of condominium management / realty company;
human resource professional, highly experienced in both corporate and unit
policy administration; support 500 - 1300 salaried employees. Highly
experienced office administration and customer focused skills - problem
resolution; coaching / counseling; conducting investigations; employee
relations issues; conflict resolution; and training. Possess exceptional
written and oral communication skills.
AREAS OF EXPERTISE
Policy Administration
* Recruit, interview, and select best candidates for open positions -
both internal and external
* Develop salary recommendations for new hires and/or employee
promotions
* Prepare and conduct new employee orientations
* Annual compensation planning and administration of salaried
compensation programs
* Administer elements and ensure compliance with government regulations,
such as EEO / Affirmative Action Plans / FMLA
* Develop, facilitate, and conduct training sessions as required for
employees, managers, and executives
* Prepare and facilitate weekly HRM and Staff meetings
* Partnered with managers to administer professional development plans
* Administered employee recognition programs
* Experience with International Services Personnel Group / Immigration /
Mexico and Canadian facilities
Coaching / Counseling
* Counsel diverse population of executives, managers, and salaried
employees on staffing; incentive and reduction plans; compensation
planning; employee issues; and corporate policies and procedures
* Interpret and communicate corporate and unit human resource policies
and procedures for salaried employees
* Prepared and lead discussions to obtain successful outcome/decisions
within required time frame
Conflict Resolution / Employee Relations
* Investigate and determine proper disposition of problem employee cases
* Interface with leadership to develop strategies to identify and
correct poor performance and employee misconduct
* Interface with corporate legal staff and policy administrators to
determine proper decisions on employee misconduct up to and including
discharge
* Liaison between employees and corporate benefit and retirement centers
* Internal customer service rep between employees, leadership, and
corporation
* Represented General Motors at MESC and court hearings as necessary
* Interpret and administer local union contract for salaried and hourly
employees
Conducted Training / Presentations
* Annual compensation planning with executives and managers to plan and
implement an effective merit program using PeopleSoft system
* Presentations to explain the different retirement eligibilities and
options available to General Motors' salaried employees, including
Window and Incentivized separations
* Conducted New Leader Transition sessions when leadership changed
* Candid Constructive Feedback modules presented to leadership to effect
a robust feedback/ evaluation process
* Facilitated Go Fast workshops that focus on identifying issues and
problems within a specific group; then develop and implement
documented action plans
PROFILE
* Internal customer service representative
* Detail-oriented 'multi-tasker' able to balance competing priorities
and tight deadlines
* Highly experienced and comfortable working in a diverse, multi-
cultural environment
* Possess a high-level of interpersonal skills to work effectively in a
diverse, multi-cultural environment
* Highly developed listening skills and problem solving ability
* Strong ability to quickly build trust with customers
* Ability to relate to all levels of management and the public at large
* Known for maintaining confidentiality and data integrity
* Excellent, highly-developed written and oral communication skills
* Demonstrated ability to lead in a team environment
* Demonstrated ability to work independently with minimal supervision
* Highly developed analytical ability where problems are unusual and
complex
* Supervisory experience for department coordinator and clerical support
* Experienced in administration of Corporate / Unit policies and
practices
* Demonstrated speed and accuracy of data entry
* Experience in labor relations logging, tracking grievances;
administrative support during major contract negotiations
* Knowledge of medical terminology
* Familiarity with ICD-9 coding procedures
* Familiarity with various computer programs - Word, Excel, Lotus Notes,
Taleo, Peoplesoft, Outlook
* Mobile - open to travel
EDUCATION
Walsh College - Troy, MI Bachelors - Management
Macomb County Community College
Medical Billing & Coding
BUSINESS EXPERIENCE
Michigan Condominium Mgmt / Realty - SCS, MI (Temp)
1/10 - Current
Michigan Condominium Mgmt / Realty - SCS, MI (Temp)
7/09 - 9/09
General Motors Corporation - Detroit, MI
1977 - 2007
COMMUNITY
Blackberry Creek Dance Team 1995 -
Present
Detroit Public Television (PBS)
Taking phone pledges
Member of National Teacher Association
Dance Instructor
REFERENCES
Gayle Melancon General Motors - Engineering Phone:
Elyse Berry Hurley Hospital Phone: 810-262-
7123
Paula Augustyn General Motors HR Cell phone:
Brenda Malone General Motors HR Cell phone:
Contact this candidate