Customer Service Manager

Dani L. Orsini

203-***-**** *** Godek Hill Road, S. Meriden, CT 06451 *********@***.***

Seeking a position to showcase my 30+ years of experience in all aspects of office management, marketing and event planning, specifically assisting upper management.

FTS 10/13 – 5/17

Project Administrator

Hiring: prescreening, set up interview, interviewing

Pre-employment/new hire/termination/discipline

Utilize ADP to record/approve daily/weekly payroll hours

Assist Techs with benefits, payroll HR policies

Outlook Calendar for Project Manager/Supervisors, attendance and tracking of all interviews

Assist PM with policies and procedures/safety issues

Form design and creation

Use of Pros System to reconcile Techs daily/weekly points

All aspects of Administrative Assistance

SLB DESIGN/AD CLUB OF CT 5/89 – 6/16

Marketing Assistant/Event Coordinator This was a Freelance Position

Event Planning: Award Show, Charity Auction, Holiday Party, Job Fair, 100 Year Anniversary – all aspects

Creation: manuals, charts, flowcharts

Invoicing, accounting, credit card input

Database management

Edit and proofreading after client inspections

Assist with organization and management of a full-service advertising agency

Aid in development/management of marketing campaigns, media plans, computer-generated design

QUINNIPIAC RIVER WATERSHED ASSOCIATION 1/06 - 11/08

Office Administrator

Event coordination

Press releases for all events

Database management

Website Updates

Produce 4 newsletters/year, all aspects

Timesheets, insurance, reports to board members

8/05 -12/05 WENT TO WORK PART TIME FOR SLB DESIGN/AD CLUB EXCLUSIVELY.

RESOLUTE PARTNERS 1/05 - 7/05

Marketing Assistant

Set-up Customer Service Department, policies and procedures

Coordinate with WiFi site works at US Military bases

Event coordination for trade shows, conferences

Coordinate all signage, documents for all US bases

Worked with overseas troops assisting with their WiFi

Assisted in all aspects of marketing

Problem solving all issues connected to WiFi

Assist Sales Department in all sales initiatives

7/04 -1/05 PERSONAL LEAVE DUE TO CARING FOR SEVERAL FAMILY MEMBERS.

JONES & SHIPMAN/EDGETEK 2/98 - 10/01

Office Manager, Marketing both for the US and UK

Assistant to multiple top executives in US and UK

Creation/management reports to US/UK presidents

Travel coordination both domestic and international

Coordination of visas and employee moving to/from US

Host to both domestic and international visitors, i.e., dinners, entertainment, hotels, etc.

Expenses and budgets for top executives

Event coordination, i.e., trade shows, conferences

Management of 30 US salesman, training, contracts

Creation/design: newsletters, brochures, flyers

Creating policies and procedures for the US sales office

Creation: letters, memos for US/UK executives

Development of proposals, presentations, graphics

Coordinator of 100 year anniversary celebration in UK

Dani L. Orsini (cont'd)

MIAMI SYSTEMS CORPORATION 10/97 - 2/98

Office Manager

Set-up and coordination of new northeast sales office

Formulation/Implementation of procedures, training

Creation of client/prospective client database

Development and creation of all necessary forms

AETNA 09/88 - 06/97 and 10/01 - 07/04

Executive Assistant

Core Network Management

Maintain/manage department project plans

Identify/implement HIPPA standard codes

Website: review, revise, reformat to make user friendly

Coordination of office moves and conferences

Monthly reports for website development

Database management

Assist in hiring; creation of human resource manual

Maintain supervisor calendar, meetings

Travel coordination for 2 executives

Travel expenses and budgets

National Accounts/Marketing Assistant

Creation/design of new proposals

Creation/design of charts for reports, presentations

Presentations, form development

Assistant for 6 account executives, all aspects

Travel coordination for 6 executives

Travel expenses and budgets

Long Term Care Administrative/Marketing Assistant

Design, creation, input, extraction, presentation of surveys

Preparation of presentations

Creation of database, graphs, charts, reports based on survey

Creation/design of charts, proposals, presentations

Creation of all forms; medical questionnaire, enrollment

Transcription, conference, travel, attendance, expense

Development of proposals, presentations, graphics

Special projects as assigned by upper management

Long Term Care Assistant Supervisor/ Senior Word Processor

Develop departmental training manual

Creation/preparation of reports to upper management

Train new staff members, assign workload

Instructor: WordPerfect, Microsoft; IBM/Macintosh

EDUCATION

1974 - 1978 Platt High School - Business/Liberal Arts

1978 -1979 Middlesex Community College - Secretarial/Business

1986 Briarwood College - Certified Computers

1988 - 2015 Microsoft Word, Excel, PowerPoint Advanced Word/Excel for Mac/PC

Outlook Microsoft Project, Access

QuickBooks Advanced PowerPoint

Quark SNAP Research and Survey Program

DataEase Adobe Deluxe Publisher

Adobe Illustrator / Corel Adobe Publisher

Design Brochures and Newsletters WordPerfect 4.2, 5.0 and 6.0

Frictionless Proposal System Grammar Game

Balance and Humor: Best Stress Antidote Business Writing Workshop

HIPAA Training Humor, Risk and Change

Getting It All Done Workshop Human Resource Workshop

Creating and Maintaining a Positive Work Environment ADP

Typing: 90 wpm - Transcription/Dictaphone

Honors: 10 Performance Bonuses and 15 Peer Recognition Bonuses during my tenure at Aetna

Misc: Prom Angels

Connecticut Children's Medical Center (Ad Club Charity)

Dani's Dinners and More

2016 FTS Admin Performance Review / Review Period 1/1/2016 – 12/31/2016

Full Name Dani Orsini Hire Date 10/7/2013

Job Title Project Administrator FTS Location Branford/New Haven, CT

Company FTS USA, LLC Manager Ronnie Rozanski

Reviewers: Ron Rozanski (Manager), Richard Sylvestre (Indirect Manager)

Rating

Description

5 Significantly Exceeds Expectations

Rare, exceptional performance. Mastery-level skill and knowledge in competency area. Regarded as a model of excellence and key resource.

4 Exceeds Expectations

Outstanding, above average performance. Advanced to expert-level skill and knowledge in competency area. May serve as a resource to others.

3 Meets Expectations

Solid performance. Intermediate level of skill and knowledge in competency area. Fully competent, and consistently meets expectations of the role

2 Improvement Needed

Inconsistent performance. Basic skill and knowledge in competency area. Performance does not always not meet expectations.

1 Does Not Meet Requirements

Unsatisfactory performance. Does not demonstrate, or is still developing, skill and knowledge in competency area. Performance does not meet expectations and immediate improvement is needed.

COMMUNICATION: Organizes and expresses ideas clearly, both orally and in writing. Adjusts communication style to suit audience. Demonstrates effective listening skills, communicating respect, tact, and empathy. Displays openness to other’s thoughts and ideas.

4 Dani communicates confidently with superiors, peers and subordinates. Dani keeps other departments informed of developments affecting their functions. She also provides and intellectual atmosphere conductive to the stimulation and interchange of ideas. During weekly meetings, Dani expresses the importance of the functions of ADP for all employees, along with the proper coding of weekly timesheets, as well as informing new hires of their responsibilities to company policies and procedures.

CREATIVITY & INNOVATION: Thinks outside the box, finding original ways of performing work or solving problems.

4 Dani is able to develop creative solutions to challenging problems and creates satisfying solutions in conformane with organization policies. She is heavily relied upon for her creative support, while maintaining a high level of curiosity to generate fresh ideas. Dani is very innovative when confronted with limited resources and will take charge in the absence of detailed instructions. Dani has effectively applied new concepts and techniques to help in the recruiting process of all new hires as well.

CUSTOMER ORIENTATION: Delivers highest quality of service for internal and external customers. Resolves customer disputes and complaints quickly and effectively. Provides recommendations for improving customer service.

3 Dani has limited access to external customers with our business partners, but will still work well with others for the benefit of the organization. She improves the administrative efficiency through the effective use of forms which helps establish effective systems for information retrieval when technicians need advise on company information. She establishes credibility with superiors and subordinates and displays a high degree of recognition, acceptance and prestige in dealing with others.

INTEGRITY & ETHICS: Behaves in an honest and ethical manner. Does what is right, regardless of what others might say. Reports inappropriate and unethical behavior. Demonstrates a sense of responsibility to the company and its stakeholders.

4 Dani accepts responsibility for her own decisions and those of subordinates with a willingness to face conflicts to come to sound conclusions. Dani accepts all responsibility for compliance with rules and regulations set forth by the company as well as our business partners.

JUDGMENT & DECISION MAKING: Thinks before acting. Seeks to understand the causes of a problem before fixing it. Understands that some problems/issues are connected to others. Accepts responsibility for decisions, and works to correct mistakes if needed.

4 Dani makes wise and fair judgments based on solid facts and will weigh alternative courses of action if needed. She will also make sound decisions when faced with multi-faceted problems, as well as communicating these decisions with confidence.

RELATIONSHIP BUILDING: Displays friendliness, respect, and professionalism. Builds trust with team members. Follows through on commitments. Provides appropriate feedback to team members and coworkers, and remains open to constructive criticism. Values diversity and individual differences.

3 Dani develops the skills needed to maintain the highest standards of professionalism excellence. She provides subordinates with definite, positive assistance to correct difficulties. She will also assist subordinates in reaching new levels of skills, knowledge and attitude and effectively recommends methods to assist in overcoming weaknesses.

RESULTS ORIENTED: Works with focus to get the job done, going the "extra mile" when needed. Suggests ways to make work more productive. Helps team accomplish large goals or projects.

5 Dani demonstrates accuracy, thoroughness and orderliness in performing work assignments. She will also effectively organize, assemble and arrange resources to meet goals. She has been very instrumental in finding new ways to make reports in a more detailed fashion to assist with incoming new hires and has also assisted in developing a more efficient method of recruiting tracking that is now being used company wide.

SAFETY: Embraces safety as a core value. Demonstrates knowledge of internal and external health and safety regulations. Complies with all company policies and procedures to maintain a safe workplace. Completes required health and safety training, wears necessary protective equipment as appropriate, and follows emergency procedures.

3 Dani meets all requirements in regards to safety when compiling all reports for weekly safety meetings. She complies with all safety recommendations and requirements and takes prompt action to eliminate work hazards. Her input is also recognized when dealt with a specific task at hand on safety related issues.

SELF-MANAGEMENT: Sets well-defined and realistic goals and displays a high level of initiative. Maintains realistic perspective of self-worth and ability. Manages time effectively and consistently meets deadlines. Deals effectively with pressure, and remains focused and persistent in response to setbacks or adversity. Accepts responsibility for mistakes. Demonstrates regular and punctual attendance.

4 Dani demonstrates superior executive ability under a variety of circumstances in providing upper management with accurate information concerning the strengths and weaknesses of employees. She ensures that all policies are accurate, thoroughly documented and consistently applied. She avoids confusing activity with accomplishment and makes effective use of discretionary time.

OVERALL PERFORMANCE

Dani has been able to provide broad organizational support in many areas. Her background in the corporate field has helped maintain essential operations covering a variety of functions. She possesses many talents and capabilities with a unique combination of skills and can perform a wide range of assignments. Dani has and continues to make a substantial contribution to the continued operation and growth of our organization. Dani is clever and imaginative when confronted with obstacles and will seek creative alternatives to most solutions with a positive outcome. She achieves results with accuracy and precision to avoid mistakes and errors and is meticulous to detail.

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