Customer Service Manager
Resume:
GERARDO JIMENEZ
Newark, CA ***60
***************@*****.***
EDUCATION
Woodside High School, Woodside, CA – 1984-1988
College of San Mateo, San Mateo, CA - 1989 -1991
Stanford Training:
Stanford Community Emergency Response Team (SCERT)
Building Assessment Team (BAT)
Stanford Supervisor Training
Communicating Effectively
Workspace Conflict Resolution
CPR & First Aid (Currently Certified)
Ham Radio Operator (Currently Licensed)
EXPERIENCE
Stanford University Stanford, CA.
Schwab Residential Center Sept 2016 - Jan 2017 (Layoff)
Sr. Student Services Coordinator
Acted on behalf of the supervisor, department manager, chair in regards to establishing priorities and identifying resolving problems that were administrative in nature.
Composed and drafted documents and correspondence for presentations, course handouts, grants, conferences, seminars, and reports ; perform substantial research editing and fact checking. Create maintain, modify, and/or ensure accuracy of content in various unit documents, displays reports, brochures, social media, and/or websites.
Created complex reports and spreadsheets which utilized specialized software and systems. Made recommendations based on reports.
Oversaw a variety of complex financial transactions, produced, monitored and reconciled budget statements; research, identified and resolved discrepancies. Assisted with capital on special equipment requests and vendor selection.
Coordinated complex office moves. Planned and coordinated routine remodeling and renovations.
Analyzed and reviewed material and extracted pertinent information for briefing purposes.
Stanford University June 2008 – August 2016
Schwab Residential Center
Assistant Director
Residential Operations:
Planned, organized and wrote Schwab Residential Center material for student admits. Worked with MBA, Sloan and PhD programs to coordinate the distribution of these materials. Was the contact person for all student questions.
Supervised staff and oversaw the housing application process and room assignments. Developed and implemented procedures to ensure deposits and applications were processed accurately. Developed complex reports to make room assignments.
Worked closely with Housing Assignments Services. Managed housing assignments to the Schwab Residential Center for 220 rooms and communications with all assigned residents.
Was responsible for all logistical information pertaining to scheduling move-in dates and times for new residents. Prepared all material that was handed out on arrival, relating to the Schwab Residential Center and University policies.
Anticipated potential student resident related problem areas and establish resolutions.
Responded to student emergencies and resolved issues.
Developed student related policies in conjunction with University policies and trained staff.
Building and Mail Services:
Filled-in when Facilities Supervisor was not available to provide service on maintenance issues, repairs, vendor services, and grounds keeping.
Supervised and trained staff, developed procedures in the following areas:
Keycard database systems
Stocking computer room and printer room supplies
Emergency Procedures
Mail and package delivery
Executive Program and Conference Services:
Provided back-up support when necessary for Executive Services.
Responded to guests’ questions and needs appropriately.
Stanford University Jan 2002– May 2008
Schwab Residential Center
Manager
Oversaw or managed day - to - day work of other administrative or support staff, student and/or temporary workers, including scheduling, assigning, and prioritizing workloads, setting appropriate deadlines, reviewing work for quality, timeliness and providing performance review input.
Performed Human Resources transactional support and faculty affairs support; coordinate or manage the visa process.
Researched and wrote background information for meetings. Participated in meetings on General Manager’s behalf, informed after the fact.
Delegated and assigned front desk processes to staff when needed.
Worked closely with Human Resources for issues that arose.
Delegated as needed.
Stanford University Dec 1997 – Dec 2001
Schwab Residential Center
Schwab Front Desk Coordinator
Provided consistent professional quality customer service to all guests and residents.
Provided full “Hotel” style service to Executive Program Conference guests. Prepared and researched concierge material. Secured guests belongings in safe..
Checked guests in/out. Calculated bills, charged guests for accommodations, audited transactions and resolved billing issues. Settled and balanced credit card machine.
Responded to student and guest questions and needs. Resolved issues in a diplomatic manner; researched and recommended solutions.
Answered phones; checked voice mail; transferred calls; take/leave messages; reset guestroom phones.
Accurately sorted and delivered mail and faxes to guests and students. Collected appropriate fees.
Processed U.S. mail, UPS, Fed Ex, and DHL deliveries and shipment. Review shipping documents and international invoices for all outgoing packages to ensure that all necessary paperwork was completed thoroughly. Contacted and advised guests if additional paperwork was needed.
Light maintenance and repair. Trouble-shoot and resolve computer, printer and telephone issues. Submitted fix-it requests when needed.
Ensured security of building. Conducted nightly building inspections as scheduled. Secured doors and windows in all areas of the facility when needed. Noted any damages repair issues and burnt out light fixtures. Reported issues, submitted work orders, or called repair hotline for after hours emergency repair issues.
Ensured security and safety of residents, conference and program guests. Implemented emergency response procedures when needed.
Informed residents and guests of residential policies and procedures. Enforced when issues of non-compliance arose.
Reported any unusual activity to the Schwab Residential Center Management.
SKILLS
COMPUTER STANFORD APPLICATIONS TECHNICAL
Microsoft Word StarRez Ham Radio Operator (Licensed)
Microsoft Outlook PeopleSoft Two-Way Hand Radios
Microsoft Excel RD&E Share (Maintenance Requests) Lenel Key Card Access System
Microsoft Power-Point Salesforce Best Access Key Card System
Microsoft Access Buildings & Lands Maintenance Kaba Key Card Access System
Internet Browser Mail Tracking System (SQBX) Stanley Security
FileMaker Pro Qualtrics Automatic External Defibrillator
Fingate/Expense Request System CPR/First Aid (Certified)
PCard Policies and Procedures Hazard Communication
Purchasing/SmartMart
PCard Policies and Procedures
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