Customer Service Project Manager
Resume:
Pflugerville, TX *****
512-***-**** (home)
512-***-**** (cell)
abnfak@r.postjobfree.com
Susan R. Thompson
Objective
To obtain a fulfilling and contributing position in Executive Administration with a company
that strives to motivate employees towards excellence and regards them as assets, while
emphasizing a commitment for continued education and training.
Qualifications
Poised, professional, intelligent and self-motivated
Superior interpersonal relations and interaction with numerous personalities
Detailed and results oriented
Excels in high level organizational and administrative operations
Experienced in working both independently and interactively, to handle multiple priorities, and
to be productive under stress
Ability to maintain complete confidentiality and exercise discretion with sensitive internal and
external information
Committed to upholding high ethical and moral standards
Proficient with Microsoft Office Applications (Outlook, PowerPoint, Word, Excel),
Salesforce.com, and Sharepoint
FirstCare Health Plans Austin, Texas September 2008 – December 2009
Experience
Executive Assistant
Office Management
Direct support to Vice President of Sales & Operations, Sales Directors, and Key
Account Execs (calendar maintenance, travel arrangements, expense reports)
Back-up support for CEO, COO, and CFO
Organize Senior Management meetings, webcasts, webinars, and provide
minutes/action items in timely manner
Interact with Board Managers and other Senior Management inside/outside the
company
Prepare PowerPoint presentations for various meetings
Share Executive Office Administrative Operations with other Executive Assistants
Coordinate on site lunch details and approve meetings in various conference rooms
Projects
Annual Sales Conference and Senior Management Retreats: Logistics Program Director
Monitor budget for departmental projects
Manage quarterly Broker Appreciation program and internal/external surveys
Developed electronic filing system for group services documents
Generate reports from Salesforce.com as needed
Customer Service
Review and assist with Broker relations and document all issues in Salesforce.com
Resource for regional sales offices and staff
Human Resources
ADP Administrator
Monitor employee time off, communicate PTO balance, mandate use of calendar on
SharePoint
Coordinate on-boarding/off-boarding for executive team personnel
Continuous Improvement
Identify areas and provide new and innovative ideas for process improvement
Member of eHealth implementation team
Developed new quarterly Key Account Survey process
St. David’s Medical Center Austin, Texas June 2004 – June 2008
Executive Assistant
Office Management
C-level direct support to CEO and CFO, back-up for COO, CNO, CMO
Coordinated administrative operations and general office
Document control management for multiple internal health and government agencies
Managed submission of hospital license applications
Event planning for executive management and Board of Directors
Monitored Joint Commission website for updates / revisions
Project Manager (Hospital Licensing / Disaster Recovery)
Provided research/operational support to special projects
Facilitated resource planning throughout project
Aligned resources with the project budget
Incorporated quality control processes into each project (testing, proofreading)
Customer Service
Internal / External customer service / vendor management liaison
Resource for computer technical assistance as needed
Managed partner relationships (executive staff at Central-West Texas Division)
Human Resources
Organizational policies and procedures management / oversight
Kronos Administrator
Coordinated on-boarding/off-boarding for executive team personnel
Continuous Improvement
Identified processes/improvements in administrative areas
Developed electronic archival filing system
Problem identification and resolution
Created administrative work instructions
Dell, Inc. Austin, Texas June 1998 – January 2004
Administrative Senior Specialist
General Administrative:
Office management for teams ranging from 12 - 100
Calendar maintenance/scheduling
Coordination of executive presentations and communications
Meeting and special events planning
Travel: domestic and international
Financial reporting, Monitored budget/forecast and asset management
Continuous Improvement / Lean Accomplishments:
Business Process Improvement (BPI) Yellow Belt Certification
Continuous Improvement Team
Document Control Lead
Project Admin
Susan Thompson
Page 3
Coordinated Fulfillment Excellence Working Sessions: VP weekly update, weekly core
team working sessions, and monthly Executive Steering Committee meetings
Attended all FX Extended Core Team working sessions and Steering Committee
meetings with specific responsibilities of taking and distributing minutes and action items
Program Integration Team Member : senior level presentations and general informational
and organizational assistance
The Arc of Texas Austin, Texas August 1993 – June 1998
Executive Administrative Assistant
Provided direct support to the Executive Director
Served as liaison to The Arc of Texas Board of Directors
Coordinated meetings for the Board of Directors, annual Board retreats, various
committee meetings and regular staff meetings
Coordinated Don Miller Scholarship
Annual Conference Planning / Implementation
Customer Service / Vendor Management
Developed office policies, administrative procedures, directives and standards
Star of Texas Fair and Rodeo Backstage Committee (Chairperson)
Community
March of Dimes March for Babies
Involvement Juvenile Diabetes Research Foundation Race-for-a-Cure (Team Captain)
Susan B. Komen Breast Cancer Race for the Cure
American Cancer Society Relay for Life
Lance Armstrong Foundation Ride for the Roses
Registered Texas Notary Public
References available upon request.
Contact this candidate