Customer Service Manager

PAULA CALAPEZ **** S. Las Palmas Circle - Mesa, Arizona 85202

602-***-**** - **********@*****.***

SUMMARY

ADIMINISTRATIVE SUPPORT PROFESSIONAL with demonstrated success in efficiently managing all

administrative responsibilities: customer and client inquiries, travel arrangements, correspondence,

preparation of documents and reports and meeting project deliverable schedules. Exceptional attention

to detail and accuracy in documenting important information regarding project status and budgets,

ensuring that all contract requirements have been met. Outstanding interpersonal skills; collaborates

and communicates effectively with all internal departments and external business partners. Adapts

easily to diverse cultures and situations with the ability to thrive in a fast-paced business environment.

Focus on meeting all administrative tasks while attaining corporate objectives that result in profit.

Maintains confidentiality of all work and corporate information.

KEY QUALIFICATIONS

Customer Service Accuracy & Attention to Agenda, Minutes &

Orientation Detail Report Generation

Operational Efficiency Corporate Collaboration Account Management

Business Development Customer Retention Contract Compliance

Relationship Building Quality Assurance Staff Training

Computer Proficiency: Microsoft Word, Excel, Outlook, PowerPoint, Adobe Acrobat Profession,

ImageSite, Internet and Web Tools

Foreign Languages: Portuguese, Spanish, French, German, Italian

PROFESSIONAL EXPERIENCE

PARSONS BRINCKERHOFF - Tempe, Arizona 2005 - Present

Senior Administrative Assistant

Provide day-to-day administrative support to the Manager of the Management Consultant Division

(ADOT Design & Consultant Management Contract for SR303 Loop and I-17). Company currently 5

years into 20-year multi-million dollar contract with ADOT, with 5 active and 16 projects completed.

Support up to 20 technical staff members in preparation of initial design and production of

engineering plans, reports and costs estimates for the ADOT.

Prepare manager’s expense reports, calendar, correspondence, meeting agendas and minutes

with an acute attention to detail. Additionally, file, scan documents electronically using

ImageSite software.

Track various project tasks, historical cost estimates and budgets; maintain cost estimate files

according to ADOT policies and procedures.

Prepare invoices up to $1 million; check sub-consultant invoices to insure ADOT compliance.

Organize and present accurate, well-written submittals which are delivered to client and any

additional agencies, stakeholders and engineering firms that may be involved within expected

time frames.

Promoted to Senior Administrative Assistant within 9 months of hire due to quick grasp of

industry and additional responsibility.

Train and supervise an intern to optimize workload.

SHURGARD SELF STORAGE - Gilbert, Arizona 2005

International Customer Service Project Lead

Participated in start-up and organization of a customer service center in the United States to support

customer service in 7 European countries after business hours in Europe (daytime in the USA).

Established contact with local managers in all participating countries to ensure trust that

adequate service would be provided.

Researched cultural differences, customer and manager expectations; determined appropriate

number of associates and level of service needed for each country.

Paula Calapez Page 2

602-***-**** **********@*****.***

ADVERTISING CHECKING BUREAU - Tempe, Arizona 2003 - 2005

Account Manager 2004 - 2005

Manager of major account, Paramount Home Entertainment. Communicated with business partners

regarding advertisement claims, vendor relationships and account management for Paramount Home

entertainment customers.

Spearheaded the development, testing and implementation of the web tool, ensuring that

production needs were met.

Maintained a positive relationship between client and customers; increased sales by achieving a

quick turnaround of the retailers’ advertisement claims.

Resolved high-profile advertising claims, processing an average of $1 million in payments per

month.

Analyzed and audited data to determine efficiency of specific advertising programs.

Trained and supervised 2 account specialists.

Assistant Account Manager 2003

Assisted the Account Manager handling Columbia Tri-Star.

Built customer satisfaction by providing high quality, accurate claim auditing.

Promoted within 6 months due to outstanding performance.

ROYAL CARIBBEAN CRUISE LINES - Miami, Florida 2000 - 2002

Guest / Purser Guest Relations / Purser Crew Relations / Concierge

Provided guests with exceptional service to enhance cruising experience and encourage future

business. Ships included Voyager of the Seas, Legend of the Seas and Brilliance of the Seas. Cruise

length, up to 14 days with ships serving up to 3000 travelers. Served as Concierge, providing VIP

service to guests as required.

Resolved all guest issues or inquiries in a timely manner.

Supervised and trained 7 employees in daily job responsibilities.

Cleared ship with immigration and custom authorities in countries throughout the world.

Coordinated guests’ flight departures; worked with airlines to trace and recover lost luggage.

Managed financial functions such as credit card payments, foreign currency exchange and

gratuities.

JANE EVANS SERVICES - PORTUGAL 1997 - 2000

Assistant Manager

Managed daily operations for property management company.

Performed administrative functions according to company policies and procedures.

Directed all aspects of accounting and financial management.

Utilized manual ledger in payroll functions.

EDUCATION

AA Degree / Hotel & Business Management

Hotel & Business School, Portimao, Portugal

SPECIALIZED EDUCATION

Europe:

Assistant Manager Training Curriculum, Campanile Hotels, France

Alliance Française Diploma for French, Cours Comerciaux de Genève, Switzerland

English Commercial Correspondence Course, Cours Comerciaux de Genève, Switzerland

United States:

Project Schedule, Project Budget, Business Management Systems, Planning Project Scope,

Project Solve (Participant Essentials, Databases, Site Coordination, Implementation Management)

Company Sponsor: Parsons Brinckerhoff, Tempe, Arizona

CERTIFICATIONS

Parsons Brinckerhoff Certified Administrator

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