Customer Service Training

Qualifications Profile

Skilled and talented professional analyst leveraging experience and

keen organizational skills to provide outstanding service through

sound decision making and solution development to support fluid

administrative operations.

o Administration: Experienced team manager, adept in analyzing

productivity and developing processes and procedures to improve

results. Oversee staff hiring, scheduling, and supervision. Provide

reports to upper management documenting progress.

o Marketing: Capable of analyzing market segments and developing

marketing and sales communication strategies, as well as creating

effective business and marketing plans. Offer understanding of client

processes for solid contributions to events, special projects, and

programs.

o Communication: Facilitate clear communication among management and

staff at all levels; recognized for excellent skills in training and

supervision. Deliver appropriate information throughout organization.

Ensure positive client interaction, resulting in consistent

satisfaction.

o Strengths/Accomplishments: Technologically proficient, with advance

computer skills in MS Office applications (PowerPoint, Excel, Word,

Outlook, and Access) and internet research. Bilingual in English and

Spanish. Highly motivated and responsible with unmatched work ethic;

earned two corporate achievement awards for contributions including

training, customer service, and contributions to enhanced efficiency.

Professional Experience

Centenary college - Parsippany, NJ 02/2008-02/2010

Faculty Services Specialist - Adult and Professional Programs

Effectively coordinate all scheduling of over 200 faculty members for

the on-ground and online programs across seven different locations.

Daily analysis of data to organize upcoming programs and provide

upper management with statistics and information to improve our

organization, attract new customers and retaintion. Daily monitoring

and follow up of new and existing calendars to reflect accurate

information. Work closely and effectively with all levels in the

company. Draft and process all faculty contracts. Evaluate and

recommend new ideas within Faculty Services, IT and Learners Services

to improve procedures and be constantly proactive. Create and

maintain faculty personal files and information database. Create and

maintain HR database for all faculty members (over 200).

Key Achievements:

. Established new contract procedure which enabled Centenary

College to save thousands of dollars annually. The new

electronic procedure facilitated Faculty Services to have a

quick turnaround of signed contracts and created an automatic

database for tracking purposes.

. Analyzed successfully current and upcoming schedule in order to

comply with government requirements.

. Received numerous commendations from direct management and

faculty praising quick and accurate responses.

DRS Technologies - Parsippany, NJ Temporary Assignment 01/2008-

02/2008

Executive Assistant to VP of Contracts and Compliance & Director of

Ethics

Perform Executive support to both, VP of Contracts & Compliance and

Director of Ethics. Created PowerPoint presentations for training

purposes, arrange travel, organized incoming and outgoing mail, proof

reading of documentation and legal agreements. Assisted other members

of the Department in the creation and development of new projects as

required.

AON Risk Services Consulting (ContractoR) - Parsippany, NJ 6/2006 to

06/2007

Risk Analyst

Perform analytical review of surety bond requests from state

government, motor vehicle or private industries to prove financial

security and abilities. Review property license agreements licensees

and agencies to produce abstracts and/or request Certificates of

Insurance across mediums of property and general liability insurances

ensuring compliance to federal, state and local regulations and

requirements. Manage workers compensation payroll for Canada province

locations. Deliver weekly, monthly and quarterly reporting on workers

compensation activities to all Canadian provinces. Perform

maintenance of departmental records and files.

Key Achievements:

. Established cost savings of tens of thousands of dollars for the

company and our clients through the investigation of existing

surety bond agreements and dialogue with location landlords and

managers to identify and adjust existing or required insurance

coverage. Recognized by regional, area and location managers for

delivering quality results above expectations and on time.

Cendant Corporation - Parsippany, NJ 1/2002 to 6/2006

Senior Records Control Administrator (2/2003 to 6/2006)

Promoted through series of positions utilizing attention to detail

with excellent time management and communication skills for Fortune

500 company.

Coordinate time-sensitive research and retrieval of car rental

agreement documentation in response to subpoenas and claim requests.

Interface with staff, management, and customers at all levels;

supervise team of 5 temporary and 4 full-time employees. Manage

schedules, track job performance, and recognize accomplishments;

respond effectively to employee issues. Oversee hiring and training

of staff.

Coordinate group and individual meetings. Track daily department

document production and provide feedback regarding production

results, including suggestions for improvement. Deliver daily,

weekly, and monthly productivity reports to upper management. Conduct

ongoing training; create memos and training releases for both field

and inside training. Perform technical support for office equipment

and computer applications. Proficiently use Excel, Outlook, Word,

PowerPoint, the Internet, and internal databases.

Key Achievements:

. Increased departmental productivity by creating alternative

methods, developing policies and procedures through situation

analysis to pre-identify issues.

. Designed training release for field employees that reduced

errors as well as time required to prepare documentation,

creating efficient flow for the scanners.

. Consistently demonstrated and recognized for extra effort,

completing tasks quickly and accurately while managing all

responsibilities, including staff supervision.

. Earned "Living the Values" award for training and customer

service; valued by colleagues for sense of urgency and quick,

accurate responses.

Senior Scanner Operator (5/2002 to 2/2003)

Supervised team of 5; designed innovative techniques to increase

production output in preparing and scanning documents. Created and

managed tracking system for production numbers; presented reports.

Held responsibility for hiring, training, and scheduling new contract

employees.

Key Achievements:

. Received Cendant "Living the Values" Award for working extended

hours, managing contract employees for development of

processes and procedures to improve departmental efficiency.

. Promoted from Scanner Operator (1/2002 to 5/2002).

LDS Employment Services - Chatham, NJ 1/2001 to 1/2002

Administrative Assistant

Managed incoming calls. Prepared correspondence for both established

and potential clients. Utilized excellent organizational skills to

distribute incoming mail and provide clear file documentation.

Educational Background

County College of Morris - Randolph, NJ

5/2008 - Associate in Applied Science, Major in Business

Administration

Centenary college - Hackettstown, NJ

8/2008-Present (anticipate degree-December 2010) - BSBA

Volunteer Experience: Red Cross Representative

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