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Customer Service Executive Assistant

Denver, Colorado, United States
May 29, 2018

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STACEY COHEN - 954-***-**** – 28 Deming Lane, Stamford, CT 06903


Bachelor of Arts and Science in Sociology and Anthropology July 2011

GPA: 3.87

Minor in Portuguese

Certificate in National Security Studies



Honors & Awards:

• Magna Cum Laude

• Phi Beta Kappa

• Boren Scholar for International Studies June 2009

TESOL/TESL/TEFL Certification - Oxford Seminars (100 Hours) May 2012

CUNY School of Law August 2015 – October 2015


HANYC INC. (Hotel Association of New York City) May 2017 – Present

Executive Assistant

• Gatekeeper to the President and CEO

• Excellent attention to detail with the ability to view the big picture

• Excellent research and analysis skills with the ability to process and transmit information quickly and accurately

• Ample experience with heavy calendar management

• Regular interaction with General Counsel, C-level executives and other senior level stakeholders and their assistants

• Organization of various business activities and events

• Take minutes for all Board of Directors and subcommittee meeting

NCO Partners, New York • NY June 2015 May 2017

Executive Assistant

• Directly assisted the CTO

• Demonstrated superb critical thinking, problem-solving, and written communication skills

• Liaison to the engineering department

• Attended trade shows and events to network with potential client and vendors

Casa do Caminho, Rio de Janeiro • Brazil September 2014 April 2015

ESL Teacher/Volunteer

• Taught ESL to children ranging from ages 8-13; which included both group and private lessons

• Created fun and engaging lesson plans through the use of supplemental material such as music, short videos, and role-playing activities

• Effectively addressed students’ individual language needs through progress evaluations throughout the course

HBO Latin America Group, Miami • FL February 2014 – July 2014

Legal Assistant

• Directly assisted the Senior Director of Business and Legal Affairs by creating and organizing

case files, coordinating meetings, monitoring calendars, and corresponding with lawyers both in

the U.S and Brazil

• Worked closely with the Senior Paralegal in performing due diligence for all HBO Brazilian

productions and co-productions (HBO branded and ANCINE - Agência Nacional do Cinema); i.e.

analyzing and reviewing production contracts and releases

• Helped review, draft, and translate official legal documents in Portuguese

iCall Network, Miami • FL September 2011 – December 2014

Customer Service Manager

• Successfully trained and managed a team of four people

• Prepared reports to measure customer satisfaction and identify ongoing trends to maintain

customer satisfaction

• Improved customer service quality results by studying, evaluating and re-designing processes

• Handled customer service calls and responded to emails in multiple languages

• Provided continuous feedback and coaching to lower level co-workers to improve and maintain

high quality customer experience, effectiveness and efficiency metrics

Open Hearts Language Academy, Miami • FL February 2012 - August 2012

ESL Teacher

• Taught English to non-native speakers through the practice of the communicative method

• Engaged students with stimulating lesson plans that incorporated all facets of language

acquisition: auditory, visual and kinesthetic

RTR Inc., Plantation • FL June 2008 – August 2011

Administrative Assistant

• Handled customer service calls, maintained employee files, performed data entry and provided

secretarial and administrative support to the Human Resources Department

• Processed sales contracts and properly maintained customer data through the use of a CRM

• Utilized Microsoft Excel to resolve administrative problems by preparing reports and analyzing

the data on a bi-weekly basis


Fluent in Portuguese and Spanish

Microsoft Office 2010 (Word, Excel, PowerPoint, Access, Outlook) Concur, CRMs

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