Customer Service Management Software
Resume:
Maura Dowdell
San Francisco, CA 94131
*********@*****.***
EXPERIENCE
Fidelity Charitable Services Boston, MA
August 2007-September 2009
Client Services Representative
. Provided superior customer service while handling 40-90 inquiry and
transactional calls per day
. Processed 2,653 requests for the 2008-2009 fiscal year with a 99.96%
accuracy rate
. Documented, managed, organized, and categorized client technology
issues and web feedback
. Ran the daily phone report that presented client service levels to
senior management
. Contributed ideas for marketing newsletter while mentoring and
training new employees
Smith College Northampton, MA
September 2006-May 2007
Women and Financial Independence (WFI) Advisor
. Developed and implemented new initiatives to educate student body
about personal finance
. Collaborated with 5+ student organizations to create and deliver
presentations with PowerPoint
. Researched credit cards and student loans to provide students with
information on personal finance
Seattle Opera Seattle, WA
Summer 2006
Production/Administrative Intern
. Researched and reported on costume rental websites to help Seattle
Opera redesign website
. Researched set rentals to provide more economical options within the
$8 million production budget
. Sorted, fact checked, and reviewed documents for artist biographies
for the next 4 operas
San Francisco Ballet San Francisco, CA
August-September 2005
Planned Giving Intern
. Assisted Development Department in initiatives to raise $13 million
. Reorganized Planned Giving file system while identifying 20 to 30
profitless prospects
. Entered Planned Giving files into the Tessitura (relationship
management software) database
. Researched, interviewed, and prepared 600-word article for Legacy News
. Provided Major Gifts Officer with information on 5 potential donors
through Internet search engine
EDUCATION
Smith College Northampton, MA May
2007
Bachelor of Arts; Major: Economics Concentration: Sociology
Coursework: Financial Accounting, Statistics, Game Theory, Class and
Society
The Socio-Economic Impact of a Smith Education on Mature Women December
2006
. Developed, produced, and administered a survey to 182 Smith College
students
. Collected and analyzed the resulting data to show the statistically
significant implications
Trinity College Dublin Dublin, Ireland
2005 - 2006
Coursework: European Economics, Public Policy, Social Policy, and
Sociology
University of Washington Seattle, WA
Summer 2006
Coursework: Calculus with Analytic Geometry III
LEADERSHIP AND ACTIVITIES
Smith College Investment Club Northampton, MA
September 2006-May 2007
Sector Liaison
. Organized Bonds and Financial Services Sector (8 members) meetings,
research and presentations
. Analyzed and managed sector holdings of about $40,000, 34% of the
Investment Club's portfolio
. Attended Women in Finance Seminar at Oppenheimer Mutual Funds in New
York City
Gardiner House, Smith College Northampton, MA
2004-2005
Student Academic Advisor
. Provided academic assistance and consultation to fifteen first year
students
Intercollegiate Varsity Squash, Smith College
October 2004 -March 2005
. Competed and trained in NCAA Division III; practiced 10 hours weekly
while in season
COMPUTER SKILLS
Experienced with Word, Excel, Tessitura, PowerPoint, STATA, and FileMaker
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