Manager Customer Service

CATHY CRUZ

*** ***** ******, *. ********, MA ****1

954-***-**** ( *********@*****.***

QUALIFICATIONS SUMMARY

Skilled and dedicated bilingual professional with more than 10 years'

experience coordinating, planning, and supporting daily operational and

administrative functions; seeking to obtain a position within a company

that will utilize my accounting, Human Resources, and customer relations

experience to meet business objectives.

> Team/Relationship building; Performance/productivity improvement;

Conflict resolution

> Demonstrated capacity to provide comprehensive support for

executive-level staff; excel at scheduling meetings, coordinating

travel, and managing all essential tasks.

> Proven track record of accurately completing research, reporting,

information management, and marketing-support activities within

demanding time frames.

> Adept at developing and maintaining administrative processes that

reduce redundancy, improve accuracy and efficiency, and achieve

organizational objectives.

> Highly focused and results-oriented in supporting complex, deadline-

driven operations; able to identify goals and priorities and

resolve issues in initial stages.

> Experienced in event planning, facilities maintenance,

vendor/contractor relations, and project management

> Proficient in Microsoft Office Suite (Word, Outlook, Excel,

PowerPoint), Windows OS, ADP Payroll system, some exposure to

QuickBooks; type 75 wpm with complete accuracy.

PROFESSIONAL EXPERIENCE:

LA Fitness International, Sunrise, FL Aug 2009 - Feb 2010

Operations Manager

. Responsible for all daily administrative and member-related tasks such as

resolving billing disputes and member service issues, daily cash

deposits, employee scheduling, budgeting, and inventory control.

. Recruited, hired, trained and developed a diverse, high performance team

that delivered on the company's goals and reflected its values.

. Modeled team expectations by interacting with and observing members /

team members, checking the details of member experiences, making

recommendations, and proactively solving problems.

. Responsible for the successful attainment of club targets (e.g. member

service, cleanliness, revenue, and retention); executed against a budget

with specified revenue, expense, profit, and headcount amounts, and led

the execution of company programs and policies at the club.

. Designed and promoted activities that satisfied customer demands and

generated revenue; maintained high levels of customer care and handled

complaints.

. Ensured that all membership, fitness and service functions within the

club provided the best member experience, team member environment, and

achieved financial success.

. AED (Automated External Defibrillator) and CPR certified.

The Miami HEAT/AmericanAirlines Arena, Miami, FL Nov 2003 - Feb 2009

Operations Manager

. Oversaw the planning, organization, and management of the Facilities

Operations department functions and staff; prioritized work and staffing

schedules as needed to assure quality work was accomplished in a timely

and efficient manner.

. Improved the operational systems, processes and policies in support of

organization's mission -- specifically, supported better management

reporting, information flow and management, business process and

organizational planning.

. In conjunction with the Director of Events, coordinated and managed all

back and front-of-house activities related with the events scheduled,

including the planning, organizing and controlling of events within the

facility to meet contractual obligations and quality customer service

standards.

. Performed in marketing capacity by meeting with potential facility users

and site selection committees, conducting site tours of the facility, and

selling the Arena; represented The Miami HEAT/AmericanAirlines Arena at

trade shows and conventions.

. Provided leadership, supervision, and training to up to 25 employees in

the Operations department to include time management, budget

manipulation, project management, employee relations, negotiations, and

team building to allow the successful execution of events.

Operations Coordinator Aug 2000 - Nov 2003

. Directed day-to-day office operations, providing fundamental support to

department's Senior Director of Operations, Engineering Manager, and

Operations Manager.

. Managed all aspects of billing, A/R and A/P general ledger postings, and

payroll processing.

. Monitored and tracked labor costs and processed payroll; assisted with

weekly schedules for both Operations and Engineering Departments.

. Processed purchase orders and maintained budget spreadsheets to track

expenses for each individual vendor; maintained housekeeping expense

report.

. Acted as liaison between contractors and facility director; assisted and

interacted with clients, exhibitors, and vendors; purchasing agent for

Engineering Department for mass quantity orders.

. Generated and tracked work orders, and maintenance program.

. Prepare and maintain weekly attendance and annual vacation records on 25

departmental employees.

. Assisted with events when necessary.

Executive Assistant Nov 1997 - Aug 2000

. Provided executive-level administrative support to the President of

Business Operations and the Vice President of Design and Construction.

. Organize details of off-site functions involving participants'

availability, securing of location, menu choices, travel arrangements and

material preparation, i.e. correspondence, charts and slide

presentations.

. Coordinated projects and events exercising ability to improvise, improve

procedures, and meet demanding deadlines.

. Planned and coordinated corporate luncheons, and developed presentations

for related on-site and off-site meetings.

. Organized the details of special events, travel arrangements, corporate

agendas and itineraries.

. Coordinated the interviewing process between management and 'new hire'

candidates; assisted out-of-town candidates with travel, hotel and car

service arrangements.

. Managed capital purchases, direct vendor relations, generated and

maintained equipment tracking records.

. Process expense reports and invoices reflecting proper adherence to

center budget codes.

. Liaison between all impacted departments to ensure proper communication

and reporting practices.

. Devised and maintained extensive filing system and corresponding cross-

referenced list.

EDUCATIONAL BACKGROUND:

Kaplan University, Ft. Lauderdale, FL

Bachelor of Science, Psychology - Applied Behavior Analysis

Expected Graduation: 2011

Miami Dade Community College, Miami, FL

Associate of Arts, Business Administration

December 2002

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