Customer Service Management

Alexis Flesche

***-** **** ****** . ****** Beach, NY 11414

Mobile Phone: 917-***-**** . abl86r@r.postjobfree.com

Professional Summary

Current online graduate student seeking a rewarding career to utilize my

knowledge and skills obtained in an aggressive MBA program. Well-regarded

for organizational, leadership, and interpersonal skills. Proven track

record of productivity in high stress environments while handling demanding

work schedules appropriately. Ability to apply transferable skills from

prior background to my current position.

Education

Master of Business Administration (GPA 4.0) Expected Graduation Date

January 2011

Capella University, Minneapolis, MN

Related Courses: Leading for Results, Professional Effectiveness: Coaching

for Performance, Marketing and Brand Management, Operations and Process

Management, Managerial Statistics, Managerial Accounting, Financial

Management, Managing Information Assets and Technology, Leading Teams,

Strategy, Negotiating for Result, Human Resources Management in 21st

Century Knowledge

Bachelor of Science in Business Management Graduation Date: January 2008

Saint Francis College, Brooklyn Heights, NY

Professional Experience

Chartis Insurance, Inc, New York, New York February 2008 - Present

Associate Business Analyst, Vendor Management Office (November 2009-

Present)

Responsibilities

. Produce, analyze and summarize reports for claims/underwriting

managers such as weekly, monthly and quarterly reports

. Assist with occasional audits of claim files and vendor invoices to

ensure compliance with vendor management program

. Update Vendor Management Office Intranet website

. Work with Vendor Management team to evaluate new and existing vendors

(Request for Proposal), specifically conducting rate comparisons,

summaries, and request for rate increases

. Assemble vendor contracts and amendments

. Handle claim adjuster and external vendor inquiries pertaining to the

Vendor Assignment and Reporting System (VARS) and other vendor data

related issues

. Assist vendors with aged receivables

. Manage the Exception and Account Specific vendor process and

utilization

. Prepare savings reports, discount calculations, and payment reports

. Reports on and proposes new cost savings initiatives throughout VMO

. Participate in special projects as assigned

. Continually seeks opportunities to increase customer satisfaction and

deepen client relationships

. Suggests areas for improvement in internal processes along with

possible solutions

. Ensures issues are identified, tracked, reported on and resolved in a

timely manner

. Consistently delivers high-quality services to our clients

. Assists in the facilitation of team and client meetings

. Monitor Early Payment Discounts and Volume Discounts; request

reimbursement from vendors as necessary

. Strong analytic skills

. Strong data mining skills

. Proficiency with Microsoft Office Suite (specifically Excel and

Access)

. Successfully engage in multiple initiatives simultaneously

. Ability to plan, organize and establish priorities to meet goals and

achieve results

. Takes input from supervisor and appropriately and accurately applies

comments/feedback

. Understands how to communicate difficult/sensitive information

tactfully

. Facilitates effective team interaction

. Understands Internet, Intranet, Extranet and client/server

architectures

Chartis Insurance, Inc Positions (continued)

Executive Assistant to the President, Warranty Division (February 2008-

November 2009)

. Accountable for the allocation of claims payable, as well as analysis

of claims on monthly and weekly basis

. Acts as a liaison for the New York and Chicago Office

. Developed database to ensure proper management and resolution for

customer service issues

. Creates complex reports that may require originating formats and

consolidating data

. Arranges global travel arrangements on a frequent basis

. Interacts with the highest level executives on a regular basis

. Works in high profile office environment requiring tact, diplomacy and

excellent interpersonal skills

. Adapts procedures, processes and techniques to meet departmental

requirements

. Evaluates and recommends alternatives to the manager

. May serve as a resource to others in the resolution of complex

problems

. Exercises discretion and judgment on routine issues

. Meeting, supplies, calendar & travel management

. Administers expense reporting

. Facilitates multiple priorities and support multiple people

. Anticipates and pro-actively manages issues to ensure effective office

administration

. Supports the team in ensuring meetings are held on time, deliverables

are met

NYC Department of Buildings, Kew Gardens, New York February 2005 -

January 2008

Supervisor (January 2007 - January 2008)

. Supervised 1 full-time and 2 part-time staff members

. Planned and organized daily functions of the Commissioners office to

ensure efficiency

. Trained staff on systems and organizational information

. Resolved conflicts between staff members to ensure a pleasant work

environment

. Assign working hours to employees in order to ensure proper coverage

in work areas

. Delegated work to staff to relinquish responsibility, leaving time to

work on other high priority initiatives

Executive Assistant to the Commissioner and Deputy Commissioner (January

2007 - January 2008)

. Recommended measures to correct or reduce violations, penalties or any

other applicable fees

. Screened, handled, directed and initiated telephone calls to

gather/provide information or respond to routine and non-routine

inquiries

. Responsible for processing After Hour Work Permits on a weekly basis

. Schedule and coordinate meetings for Executive Staff; Draft agendas

and attendee lists

. Outstanding time management and organizational skills

. Extremely organized, detail minded, and ability to multi-task as

priorities may change on a daily basis

. Strong verbal, written, and interpersonal communications skills

. Managed conflict with complex customer service cases to limit number

of issues escalated to upper management

Community Associate (November 2005 - December 2006)

. Maintained and processed a variety of permits

. Verify that proper insurance is provided with each permit request

. Proficient in the use of necessary software applications for data

processing

. Coordinated the priority of review of filing approvals and reviews

with Plan Examiner

. Completed monetary transactions for all permit and application

processing related transactions

College Aid, (February 2005 - November 2005)

. Managed the scheduling of a 15 person staff

. Adhered to PENS guidelines with appointment timing, canceling and

rescheduling

. Composed and mail of numerous audit documents

. Directed phone calls to proper personnel and provide necessary

information

United Parcel Services Supply Chain Solutions, Jamaica, New York

February 2002 - August 2004

Import Specialist /Office Coordinator

. Handled US Customs documentation and clearance papers

. Provided customer service, such as filing claims for shortages and

completing overage documentation

. Distributed documents required for external and internal US Customs

transactions

. Conducted administrative tasks such as data entry and scheduling

meetings with Microsoft Outlook

. Supervised hands on training sessions with co-workers

Brother's Italian Food World, Jamaica, New York December 1996 - February

2002

Bookkeeper / Supervisor/ Payroll Administrator

. Managed payroll system for 25 employees and organized Accounts Payable

and Receivable

. Responsible for interviewing and suggesting applicants

. Developed a fiscal year budgets of $500,000

. Orchestrated the assessment and valuation of employment applications

. Organized Accounts Payable and Accounts Receivable activities for

organization

. Directed all merchandising, operational and personnel functions

Computer Skills

. Proficient in use of Microsoft Office Suite (Word, Access, Excel,

Outlook, Visio and PowerPoint) and Oracle Software (Plan Examination

Notification System PENS), Cognos

. Able to navigate and utilize the internet (and intranet) as a research

tool

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