Customer Service Project
Resume:
ANGIE LINK
Atlanta, Georgia 30312
*********@*********.***
SUMMARY
Highly motivated professional offering a combination of office administration and marketing support, technology expertise and diverse industry experience. Experience supporting senior level executives. Strong interpersonal skills with an ability to communicate effectively across all levels of personnel. Confident and polished demeanor, attention to detail, and ability to prioritize tasks and manage projects.
EXPERIENCE
MARSH USA, Atlanta, GA 2013
Operations Specialist (September 2011 – April 2013)
Responsible for the administration and operations process and data management of essential client
service cycle and business development functions across the Southeast Partnership (SEP).
• Served as MTime Administrator, set-up new employees, training, oversight and compliance of
colleagues with MTime requirements and supported leadership reporting.
• Managed client survey process to targets in SEP. Ensured communication and follow-up of survey
results to office heads, retention team and segment leaders. Documented action plans and task
colleagues in MarshForce for growth opportunities.
• Supported execution of sales activities and key retention related initiatives to achieve growth goals
including planning, logistics and reporting. MarshForce data management; assisted Producers with
maintaining data integrity by sending reminders to facilitate clean-up efforts and funnel maintenance.
• Supported Profitability Assessment Review (PAR) efforts by providing relevant client data, taking
meeting notes, documenting action items and distributing notes to PAR team lead and leadership.
Consolidated monthly yield reports for inclusion in partnership town hall meetings.
• At risk and lost client process management; managed at-risk watch list; identified trends; utilized lost
business report to initiate lost business protocol response with account owners.
• As SEP Learning Coordinator, recruited new instructors, scheduled continuing education classes,
coordinated seminars, and provided onsite logistics and support for marketing and communications.
SYNERGIS/THE SOUTHERN COMPANY, Atlanta, GA 2010 - 2011
Project Coordinator (September 2010 – June 2011)
Meeting planning, coordinated projects, organized seminars and provided administrative support to
UNITE consortium team members to identify and share best practices for utility and power companies.
• Scheduled meetings; documented action items, distributed minutes and published to SharePoint.
• Logistics, meeting planning, hotel, catering, transportation, travel arrangements, expense account
reconciliation and reimbursement. Onsite coordinator at national conferences and industry seminars.
• Organized monthly division meetings, drafted agenda and PowerPoint presentation and AV support.
• Other administrative tasks include track best practices and information exchanges via surveys and
maintain distribution lists.
MANPOWER/COCA-COLA ENTERPRISES, Atlanta, GA 2010
Supplier Diversity Coordinator (March 2010 – August 2010)
Partner with Director of Supplier Diversity to promote awareness and support diversity and inclusion of
qualified minority and women-owned business enterprises.
• Responded to supplier inquiries via telephone, emails and other written correspondence.
• Responsible for database management and certificate verification for minority and woman owned
business enterprises. Created supplier diversity score cards, and drafted 2nd tier spend reports.
• Conducted data analysis, report generation and PowerPoint presentations.
• Coordinated supplier meetings and managed supplier diversity outreach events including order and
shipment of promotional items, trade show materials, travel arrangements and organizing volunteers.
IDR/COX MEDIA, Atlanta, GA 2009
Project Assistant (October 2009 – December 2009)
Provided administrative and project support to Cox Media Corporate executives including Vice President.
Responsible for successful coordination and project management of small to medium size projects.
Demonstrated continuous effort to improve operations, decrease turnaround times, streamlined work
processes, and worked cooperatively with administrative staff to provide quality seamless customer
service.
• Collaborated and worked with multiple departments to facilitate project implementations.
• Assisted with market research and data entry of network specific data using Cox system, NOVAR.
• Created PowerPoint presentations, drafted correspondence, updated org charts and data analysis.
• Vendor relations including maintenance agreements, invoice processing, and accounts payable.
• Assisted management in tracking of departmental budgets and expenses including reconciliation.
TURNER BROADCASTING SYSTEM, Atlanta, GA 2002 – 2009
Business Analyst (April 2006 – July 2009)
Performed business analysis activities at strategic, operational and organizational levels to produce
business and functional requirements. Served as liaison between business users and application
development team to define specifications for new and existing business applications.
• Conducted requirements analysis, developed user stories and drafted current and future state
process and workflow diagrams to improve efficiency of existing business processes and systems.
• Utilized Microsoft Project to assign resources, analyze workloads, track progress, update and
maintain project timelines, milestones, and communication process.
• Performed preliminary tests of business system application by quality assurance testing.
• Delivery and development of training materials, documentation, coordinated and conducted end–user
training sessions and tracked and evaluated effectiveness of training.
• Conducted needs analysis and developed training plan to address production support issue.
Executive Assistant (August 2002 – March 2006)
Provided exceptional administrative support to Vice President, Business Systems Development and two
Director level executives ensuring maximum effectiveness and productivity of department.
• Performed executive support functions, to include answering phones, scheduled meetings, heavy
calendar management, travel arrangements, expense report preparation and client interaction.
• Created PowerPoint presentations, proofread and edited documents, reporting, and database
management. Drafted agenda and meeting materials, assisted with meeting facilitation and minutes.
• Performed financial clerical duties such as, coding invoices, researching discrepancies, and follow-up
on outstanding payment. Coordinated office space and equipment (blackberry, computers, parking,
badges, etc.) for new hires and provided office maintenance functions such as vendor coordination
• Coordinated and planned special events and department outings. Logistics management including
site selection, catering, guest list preparation and attendee tracking.
SAMSUNG TELECOMMUNICATIONS, Richardson, TX 2000 – 2002
Marketing Specialist (July 2000 – February 2002)
Developed marketing strategies and promotional campaign for products and services, market segment
data analysis, identified emerging markets which improved brand awareness and led to increased sales.
• Prepared presentations and request for proposals, distributed sales materials, and marketing support.
• Expense report preparation, customer service, purchase orders and account management.
• Conducted market research including internet, focus groups and customer satisfaction surveys.
• Assisted in implementation of market focused pricing strategies and served as liaison for project
managers to ensure effective collaboration on production, shipping and quality control.
• Coordinated special events, maintained budgets for tradeshows and assisted with onsite registration.
EDUCATION
Bachelor of Arts, English,
Spelman College, Atlanta, GA
SKILLS
Proficient in Microsoft Outlook, Word, Excel, Access, PowerPoint, Visio, Active Retention, Salesforce, Caliber, Team Foundation Server, PVCS, Mercury Quality Center, Macromedia Captivate, SharePoint and Remedy
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