Customer Service Manager

Francine A. Blue

********@*******.*** 925-***-**** Mobile

( Customer Service ( HR/Office Management ( Project Management

Hardworking, thorough administrative professional with 12+ years of

experience successfully managing administrative offices and processes.

Adept at troubleshooting and resolving issues. Background includes

experience in operations, human resources, strategic research, process

development, database management, financial records, extensive customer

support, employee training and supervision. Positive, adaptable, and

motivated.

Efficiency: Developed HR policies and procedures, maintained employment

records, 401K and managed IT functions in a timely manner.

Organization: Communicated with clients, vendors, and consultants, on

matters of business operations and meetings/events. Also, for project

schedules, status, cost and delivery-adjusted projects and resources as

necessary to meet demanding time frames and commitments.

Supervision: Supervised administrative/operational staff members and

provided leadership, guidance and training. Mediated employee disputes and

recognized for excellent performance rating for writing constructive

employee reviews.

Research and Analytical Skills: Repeatedly researched and analyzed complex

data for presentations to executive level staff, made purchases& provided

recommendations.

Computer Literacy: Maintained networks, website update, installed new

programs, designed presentations, created databases, and reduced processing

time on sale projections by 22%.

Software Skills: Microsoft CRM, Project, Word, Excel, PowerPoint, Outlook,

Publisher, Access, Visio, Adobe PhotoShop, Illustrator, ACT, Timeslips,

PeopleSoft Payroll, QuickBooks Pro, Salesforce, Junxure, Axys Portfolio

Management, Sugar CRM, Facebook, Twitter, FileFinder, Skype, GoToMeeting,

WebEx, Cybersource, Grasshopper and various internet research tools.

Endorsement: when she (Francine) needs to work outside of her main area

of expertise, she initiates projects and follows through with a minimum of

direction and supervision. She figures out what she needs to know and she

creates a game plan to learn it." Deborah Novachick-President Automation

Consulting

Experience:

DPMS, Inc. (Kool Smiles) San Ramon, CA

Manager, Doctor Scheduling 2009 to Present

(Position may be eliminated)

Responsible for managing doctor schedules and payroll for over 30 offices

throughout the United States.

Coordinated and conducted weekly meetings with Operations, Finance, HR and

Doctor Leadership team.

Served as the company's "point person" for any questions related to doctors

schedules/coverage and payroll.

. Communicate doctor coverage through regular reports, and ad hoc as

necessary, throughout the organization.

. Daily communications via email and phone with company executives, doctors

and management staff at all offices.

. Work with Licensing and Credentialing to ensure doctors are able to

perform work in compliance with relevant regulatory requirements.

. Coordinated doctor training programs required by each state.

. Managed and processed bi-weekly payroll, bonuses, and retention packages

for all doctors. Tracked payroll reports in Excel.

. Solicit and plan requested doctor PTO and Continuing Education absences

well in advance, and highlight coverage issues so they can be resolved in

advance.

Sybase, Inc. Dublin, CA

Senior Executive Asst. /Project Manager 2008 to 2009

(Position eliminated)

Provided high-level executive administrative support to President. Worked

on assignments that were highly confidential and complex in nature where

considerable judgment and initiative were required in resolving problems

and making recommendations. Assisted with coordinating and project

managing cross team projects tied to Revenue /Production Stabilization

needs.

. Monitored project activities insuring all projects are completed in a

timely and cost effective manner, set objectives, reviewed plans, tracked

the progress of project components, maintained contact with key

participants of project, created project documentation and established

and tracked deliverables.

. Researched and assisted in selection of outside vendors; coordinated

relations and payments.

. Developed & maintained database for record keeping and reporting,

generated critical and highly confidential reports for senior management.

. Served as a liaison with other Company departments, including Human

Resources, Accounting, Purchasing, CIS and Facilities. Responded to

information requests from other departments.

. Supported the President: Screened calls and handled routine inquires

independently. Planned, scheduled and coordinated critical, highly

visible meetings and events.

. Prepared complex documents/reports and graphic presentations.

. Reviewed all correspondence submitted to President.

. Tactfully handled critical high level inquiries.

Private Capital Management Associates Half Moon Bay, CA

Client Services Manager 2006 to 2008

Responsible for client services, website management, bookkeeping- account

reconciliation, A/P, A/R, business practice compliance and business

operations to include HR & IT support.

. Worked with vendors/clients for business services and managed/negotiated

contracts.

. Managed & maintained office files (electronically), client database, and

procedures.

. Coordinated client meetings, prepared agendas and supporting documents,

composed memos/correspondences. Participate in client meetings as

requested by the firm's principal.

. HR general functions (recruitment of staff, posted jobs, screened

resumes, conducted interviews, processed paperwork, payroll, benefits/PSP

and maintained employee files).

. Managed company website; upload weekly client reports, various market

updates & newsletter, added/deleted users, created passwords, handled all

customer inquiries.

. Liaison between brokerage firm and clients. Coordinated core account

maintenance with brokerage firm including money transfer requests,

account opening, asset transfers, and check requests.

. Provided daily comprehensive client support including daily email/phone

contact, review daily transactions to ensure accuracy, client settlement

and reconciliation, opening of new accounts, produced client performance

reports, account/website inquiries and various projects as requested by

the client.

. Maintained various Excel spreadsheets on new assets, quarterly fees,

quarterly invoices, etc.

Imanami Corporation Livermore, CA

Business Operations Manager 2004 to 2006

Full day-to-day management responsibilities for business operations; HR, IT

support, compliance and space allocation. Bookkeeping: budget, payroll, AP

and AR, aging and collections, analysis of balance sheets and P&L

statements. Provided training to staff for CRM system. Reported directly

to the President.

. Attended and participated in quarterly board meetings; prepared agenda

items and financial reports, provided analysis of P&L and balance sheets

and implemented action items.

. Managed and tracked National and International sales profits and

projections, created PO's & invoices, record-keeping of all payments,

deposited checks and processed credit card payments. Communicated

directly with clients with all accounting functions.

. Handled all aspects of facilities; facility/space usage, equipment/

supplies procurement and maintenance.

. Managed and worked with all vendor/clients for business services and

managed/negotiated contracts.

. Administered all HR requirements, recruitment/staffing, job descriptions,

hiring process, employee orientation, benefits, 401k, payroll and

employee files. Development of handbook & processes. Developed process

for staff receipts of bonus, commissions and awards. Maintained database

for tracking staff reviews, promotions and advancements.

. Worked with Sales/Marketing department with developing marketing

materials for tradeshows/events.

. Established and maintained office filing systems, procedures and methods.

. Scheduled and coordinated meetings, travel arrangements (domestic &

international), expense reports, composed memos/correspondences & created

presentations.

Strategic Automation Consulting San Francisco, CA

Consultant 2002 to 2004

Researched client requirements for workflow, systems, and procedures as

well as vendor and industry information. Supervised the daily business

operations to include facilities management of office space. Served as the

Liaison between management and clients.

. Developed and managed project plans, schedules and budgets, AP and AR.

Communicated frequently with clients on status of projects.

. Managed and worked with all vendor/clients for business services and

managed/negotiated contracts.

. Administered the firm's client intake process, set up new clients in

contact management software (ACT!) and maintained firm's time and billing

system. Billed and tracked project-related work in Timeslips.

. Assisted with system implementations, including data mapping, conversion,

testing processes, system/product training to clients.

. Assisted with written proposals, subcontractor agreements/change orders,

RFQs, RFIs and RFPs this included information assembly and contract

administration.

. Recruited, supervised and staffed consultants in positions with our

clients, created subcontractor agreements and maintained employee

records.

. Scheduled and coordinated meetings, travel, expense reports, composed

memos/correspondences, created presentations, and coordinated all company

events/seminars and speaking engagements.

Pitango Venture Capital San Mateo, CA

Office Manager 2000 to 2002

Provided on-going support to Associates, liaison to support investment

relations; provide investors with quarterly/yearly reports, day-to-day

business operations including facilities management, IT support and capital

calls for funding.

. Coordinated office relocation including: general contractor, space

planning/architecture, vendors, movers, mail, phone, IT/wiring services

and property management. Coordinated the purchase of computers, office

equipment and furniture.

. Managed and worked with all vendor/clients for business services and

managed/negotiated contracts.

. Supervised administrative staff and provided leadership and guidance.

. Handled all HR requirements: training, hiring, job descriptions, employee

orientation, benefits, 401k, payroll, staffing and recruiting.

. Provided executive support to General Partner/Managing Director; answered

phones and greeted clients, reviewed and screened mail, scheduled and

coordinated all meetings/events including Board of Directors and partners

meeting, travel arrangements (domestic and international), expense

reports, and filing. Typed a variety of executive-level

correspondences/memos and created presentations.

. Liaison between investors and management to support investment relations

pertaining to capital calls and funding.

IPSA International Oakland, CA

Administrative & HR Manager 1999 to 2000

Developed personnel policies that complied with local, state and federal

regulations, insured all contracts are within legal compliance, managed

monthly reports, participated in trade shows and supported marketing

functions.

. Managed day-to-day business operations to include facilities management

and managing vendor relationships.

. Supervised staff; hired, trained, delivered performance reviews and

provided leadership and guidance. Managed and troubleshoot relationship

between manager and administrative/operational staff members and resolved

employee relation issues.

. Managed and maintained overall human resource services for corporate

office and seven regional offices: recruitment/staffing, created job

descriptions, administered hiring process, employee orientation,

benefits, and payroll.

. Took the lead in developing client and prospect communications, including

marketing materials that describe the company's range of services and

collateral material. Responsibilities included general design, content

development, printing and mailing.

. Administered budget, track expenses and paid department expenses.

. Developed office policies/procedures, provided training and supervised

implementation to ensure a productive work environment. Coordinated all

training and communication efforts to increase business knowledge and

support changing business requirements.

Kaiser Permanente Oakland/Hayward, CA

Administrative Specialist IV 1993 to 1999

. Managed multiple projects/meetings: developed timelines, monitored

project costs, staffing, space and equipment needs, researched agenda

items and maintained database.

. Coordinated and managed schedules for the Department of Medicine.

. Coordinated and managed Customer Service Satisfaction surveys and

provided department with recommendations to improve our customer service.

. Provided executive support to Chief of Medicine and his Associates;

maintaining calendar & files, coordinated travel/meetings, dictated

meeting minutes, transcribed meeting meetings, screened mail and composed

a variety of executive-level correspondence and created monthly

newsletter.

. Maintained employee files, conduct employee orientation, advised

employees on company policies, procedures and benefits.

PBDS Assessment Coordinator

. Coordinated the delivery of service to Performance Based Development

System (PBDS) users in all divisions which included training and

development of curriculum. Coordinated on-going multiple projects as

assigned.

. Monitored and managed PBDS project cost, billing, and budget.

. Rated employee responses for selected assessments. Assisted with focused

employee assessment and ratings. Maintained all assessment data and

related documentation running trending reports.

Education:

University of Phoenix Pleasanton, CA

Bachelor of Science, Business Management

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