EXPERIENCE

EXECUTIVE ASSISTANT TO THE CEO, NEWMARK MERRILL-WOODLAND HILLS, CA

**/**** ** */****

Directly supported the CEO along with six other Executives. Managed outlook calendar coordination, maintained confidential files, scanned high-level documents for signature and return, organized and assisted with invoicing for payment with accounting manager, managed office supply maintenance process, booked executive travel and organized travel folders. Screened all calls for the CEO. Handled personal and business affairs for the CEO’s immediate family.

ADMINISTRATOR/CUSTOMER SUPPORT, AT&T-PASADENA, CA

5/1998 TO 1/2016

Chosen to handle customers with complex and business data lines. Worked with internal and external technicians trouble-shooting Complex landlines. Chosen to the Escalation Team to act on behalf of and take on role of management. Resolved 30 to 40 escalated issues daily and retained our customer base. Selected to handle Administrative support and Human Resource duties such as payroll using TVI/e-link database, team attendance, return to work paper work, scheduling and training for over 80 agents, and continuously maintaining top performer status with minimum 92% departmental satisfaction. Trained staff and managers on various operating systems. Developed and loaded forecasted load reports translating information in excel format.

CUSTOMER REPRESENTATIVE-AT&T-ALHAMBRA, CA

7/1989 TO 5/1998

Handled 100 daily calls for customer service ordering and billing calls B2C and B2B. Selected to start a telemarketing team which handled high end and home office customers. Chosen to handle customer retention with an average of 80% service retention. Selected by management to handle internal tickets needing manual review and intervention. Moved internally to Administrative position in 5/1998 description above.

EDUCATION

UNIVERSITY OF PHOENIX-ON LINE PROGRAM

Completed 27 units, GPA 3.37 - Business Management

UNIVERSITY OF REDLANDS-ON LINE PROGRAM

Completed 14 units, GPA 3.38 - Business Management

EAST LOS ANGELES COLLEGE-ON CAMPUS

Completed 47 units, GPA 3.35 - Business Data Processing

ST. MATTHIAS HIGH SCHOOL-LOS ANGELES, CA.

High School Diploma