Customer Service Sales

Andrea Nicole Alexander, MBA **** Arrington Circle Apt C • North Chicago, Illinois 60064 • 224-***-**** • ******************@*****.***

SUMMARY of QUALIFICATIONS:

Versatile, dedicated professional … Recent completion of an MBA and Bachelor’s degree in Communications. Diverse work history including human resources, team leadership, operations management, event planning, sales, customer service, public relations and promotions. Strong experience in various areas of project management, marketing, training & staff development, client relationship management/sales, budgeting, auditing, quality control, internal communications, business, market and consumer analysis, continuous improvement, regulatory compliance and brand development. Focused planner and effective time manager; manage projects from concept to completion, including developing concept, strategy, launch plan and metrics measurement; identify objectives, establish priorities and achieve results under diverse market conditions. Strong educational and professional experience combined with refined communication, analytical, technical, staff engagement, project management and customer service skills.

EDUCATION: UNIVERSITY OF PHOENIX, Little Rock, Arkansas

Master of Business Administration Conferred, 2012

UNIVERSITY OF WISCONSIN-PARKSIDE, Kenosha, Wisconsin

Bachelor of Arts, Communications Conferred, 2006

Certificate, Conflict Resolution.

Member, Zeta Phi Beta Sorority, Inc.

Founding Member & Secretary, Impact Organization.

Key Academic - Operations Management: Designed and created flow charts, SWOT analysis and supply chain analyses.

Projects: - Human Capital Management: Developed a new consulting firm division for an existing company focused on process improvement, business transformation, identifying operational gaps and creating employee development and engagement plans.

- Strategic Planning and Implementation: Developed start up business, including developing business plan, marketing plan, market analysis, financial controls, defining competitive advantage, environmental scanning, strategic analysis, corporate responsibility, evaluation and risk management.

TECHNICAL: MS Office Suite (Word, Excel, PowerPoint, Outlook), SAP, Oracle, E-Verify, BBEC Data Inventory System, E-Vision Financial Check Retrieval and IATS. Multimedia & Television certificate program.

PROFESSIONAL EXPERIENCE:

BRUNSWICK CORPORATION (Aerotek Staffing), Lake Forest, Illinois

Human Resources Coordinator 8/2012 to 02/2013

Partner with HR manager supporting development, implementation and administration of HR policies, procedures and standards, as well as all areas of compliance, talent/performance analytics, succession planning, OD, change management and employee relations. Assist in recruiting and talent management, including developing job announcement copy, evaluating resumes, scheduling and conducting initial telephone and in-person interviews, conducting background checks, coordinating drug screening and providing administrative support for on boarding new staff members. Compile, update and administer employee files. Assist in administering employee sick time and leaves of absence (FMLA/STD), as well as benefits, payroll and new hire/separation paperwork.

• Partnered with VP of HR for a large scale, company-wide talent review project; compiled documentation and developed improved processes for data accessibility, while ensuring accuracy.

• Instrumental in planning and coordinating employee relations programs and events, including annual service awards.

• Coordinate new employee orientations; conduct customer service and company SOP training.

HEIFER INTERNATIONAL, Little Rock, Arkansas

Team Leader, Donations Processing Department 10/2010 to 4/2012

Managed a team of PTEs and temps with direct responsibility for planning and coordinating inbound monetary donations. Received, processes and led tax reporting generating donor financial contribution reports. Researched and resolved financial discrepancies, including coordinating adjustments and refunds. Resolved and follow up on checks returned for insufficient funds. Accountable for budgets, audit performance, employee relations/satisfaction, training, investigations, staffing, succession planning and improving operational results through team strategies.

Professional Experience, Continued on Second Page

Andrea Nicole Alexander, MBA

Page Two

HEIFER INTERNATIONAL

Team Leader, Donations Processing Department, Continued . . .

• Administered seasonal donations processing help topics website.

• Assisted in creating and implementing HR policies and procedures, employee handbook, performance review processes, risk management guidelines, as well as staff orientation and staff coaching programs.

• Developed a training informational website for seasonal temps outlining department requirements, processes and standards, which created a refined department with high employee engagement rates supporting accuracy and production improvements.

• Managed operations of mailroom during peak seasons.

• Established and cultivated a development culture; employed development model and held staff accountable; established foundation for a culture of engagement.

GRAINGER INDUSTRIAL, Lincolnshire, Illinois Sales &Customer Relations Representative 9/2007 to 11/2009

Directly managed and serviced industrial and commercial accounts. Conducted sales and marketing functions communicating with accounts to present and close product solutions across company’s product lines. Utilized consultative sales approach to up-sell diverse products and service offerings.

• Consistently exceeded objectives in all key metrics, including sales volume, profitability, customer service, lead/referral generation and up-selling/cross-selling penetration.

• Utilized CRM to manage all customer data and forecasts.

• Assisted in penetrating new accounts through cold calling, prospecting and networking, as well as receiving and responding to requests for information; cultivated new leads/prospects.

COMMUNITY IMPACT PROGRAMS, Kenosha, Wisconsin

Case Manager/Youth Case Worker 2/2007 to 9/2007

Managed a case load of adolescents, including intake assessments, treatment plan development and implementation and facilitating group, individual and family therapy sessions. Performed tutoring and counseling within schools to support client development; conducted consultations and observations and assisted in creating structure in homes to support students in academic and social development.

• Planned, promoted and led community conferences and seminars; coordinated and led community service meetings, job training seminars and outreach programs.

• Called on local businesses and community groups to establish partnerships for job opportunities, internships and scholarships.

INTERNSHIP:

SIX FLAGS, GREAT AMERICA, Gurnee, Illinois

Guest Relations Intern Summer, 2005

Accountable for new business development and existing account management calling on small to mid-sized corporate accounts orchestrating design, development, organization and execution of corporate employee relations events and single ticket sales programs. Provided guest services and met special needs of guests. Assisted in developing event promotional materials, establishing logistics, securing vendors/catering and overseeing event operations. Assisted in ticket control, cash handling and collections.

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