Customer Service Administrative Assistant

Kawehilani P. Marshall, CGP, CGA, CAPS

*** ***** ****** *., ******, WA 98445 • *********@*****.*** • 253-***-**** WHAT I HAVE TO OFFER

With 36 years of exceeding customers’ expectations, extensive experience in hospitality training, sales, human resources, management and event planning I have skills that reach every area needed in this position. I look forward to working with any staff to make this company a success and known in the community.

WORK EXPERIENCE

Events and Administrative Assistant, Kitsap Building Association – Bremerton, WA (Dec. 2017- Mar. 2018)

• Assisted the Executive Director as needed

• Provided administrative support with mail, accounts payable, accounts receivable

• Prepared agendas and minutes for numerous committees

• Staff support for the Installation of President event, Peninsula Home & Garden Expo, Presidents Social and Education program.

• Began preparations and coordination of the annual Auction and Spring Fling Business Development Analyst, MConsulting / Pierce Transit – Lakewood, WA (Nov. 2016 – Nov. 2017)

• Assist with the daily administrative tasks of the Radio / Communications Department

• Develop and Coordinate daily communications program with the Call Center and Technicians so as to help with any problems on the buses.

• Planned retirement lunches, Christmas parties, monthly lunches with management

• Implemented key control policy and procedure to secure keys for all Department of Emergency Management towers in Pierce and King County.

• Scheduled and secured training for technicians to insure their certifications were kept up to date.

• Reviewed all FCA licenses and insured they were current for all towers in Pierce and King County.

• Assisted in interviews, reference checks and HR duties as needed. Special Event Planner, Trufant Family Foundation Lakewood, WA (April 2005 – present)

• Assisted foundation president with strategy, customer service, sales advice and volunteer training

• On event days, coordinated registration for 50 - 2000 participants

• Prepared and memorized complex logistics plans to handle customer questions, complaints and issues

• Interfaced with clients and customers. Worked with a team of event staff to answer questions and problem-solve before and during events. Events and Education Director, Master Builders Association of Pierce County Tacoma, WA

(June 2002 – March 2015)

• Coordinated business and social events for a large regional business organization

• Helped generate enthusiasm and goodwill for the association through positive interaction with members, the highest caliber of service and providing timely response to questions

• Kept accurate records, brainstormed solutions, followed association guidelines, did troubleshooting, filed materials, managed calendars and proofread written materials

• Ensured smooth coordination of lectures, meetings and educational events, including preparing written materials, PowerPoint slides, agendas and other necessary materials

• Teamed with members and sponsors, handled payments and cash, managed budgetary materials and reported to my supervisors detailed and accurate financial records

• Coordination of Logistics for Street of Dreams, Tour of Remodeled Homes, Parade of Homes

• Created and managed sponsorships for all events and programs

• Networked with community leaders to ensure MBA was recognized as a resource for the Building Industry

• Coordinated many community projects to provide members with opportunities to “get involved”

Assimilation Coordinator, Church For All Nations Tacoma, WA (January 1996 – September 2002)

• Led the department to train volunteer staff of over 400 individuals, including applications, background clearances, job placement and training

• Managed budgets, coordinated training meetings, developed curriculum

• Worked with other staff to develop a philosophy of hospitality, welcome, prompt customer service and positive interaction

Administrative Assistant, Church For All Nations Tacoma, WA (March 1994 – September 2002)

• In areas of hospitality, education and customer follow-up, used both enthusiastic personality and exceptional customer service skills to answer questions and concerns of a large (over 2000-person) church of both regular attendees and newcomers

• Answered phones, prepared mailings, produced publicity and supported staff in meetings that interfaced with the public

• Provided support in registration, publicity, customer service, troubleshooting, complaint resolution and on-site assistance for both small (5-25 persons) and large (up to 3000 persons) events

• Followed policies and procedures, updated and reviewed membership databases, attended meetings and trainings

HR Human Resources District Manager, Best Products/JAFCO, Oregon, Washington, Idaho

(August 1989 – March 1994)

• Implemented corporate HR strategies, programs, and processes in support of the overall business strategy

• Traveled throughout a 3-state region training, performing background checks, troubleshooting, motivating and assisting managers with human resource needs.

• Developed strong familiarity with complex employment law and general HR principles

• Used strong communication and presentation skills to support district stores and managers

• Partnered collaboratively with managers. Used training to influence and coach all staff to be higher-level customers service performers

Personnel Manager & Camera/Sound Department Manager, Best Products/JAFCO Tacoma, WA (August 1985 – August 1989)

• Promptly answered in-person questions and a multiple line telephone system. Used prior customer service experience and expertise to help customers find products that met their unique needs; made follow up calls when necessary.

• Followed established company protocol and used independent judgment to appropriately handle questions and complaints in a courteous, professional manner.

• Performed financial duties, merchandising and other tasks as assigned or required by manager.

• Maintained a clean, organized and friendly department ensuring high productivity levels for customer satisfaction.

CURRENT COMPETENCIES

• Ability to solve problems

independently and in teams

• Judgment and decision-making

• Excellent organizational skills

• Monitoring schedules and multiple

projects at one time

• Quality control analysis

• Excellent time-management skills

• Superior communication skills

• Ability to provide a friendly smile at

all times

• Ability to read, become familiar with

and communicate policies,

procedures, schedules, events,

reports and programs

• Proficient in Microsoft Word, Excel,

PowerPoint, Publisher, Access

Databases and public relations

marketing

QUALIFICATIONS AND EDUCATION

University of Puget Sound (1500 N. Warner, Tacoma, Washington)

• Bachelor of Science in Business Management and Personnel Management

• Bachelor of Arts in Psychology

University of Washington

• Human Resources Management Certification

Training and Experience

• 35 years of experience in the Event Planning industry.

• 36 years of experience as a Resource Expert.

• 36 years of experience satisfying customer needs and expectations. Professional Certifications

• CGA, Certified Graduate Associate, University of Housing, NAHB

• CGP, Certified Green Professional, University of Housing, NAHN

• CAPS, Certified Aging in Place Specialist, University of Housing, NAHB

• Train-the-Trainer Certification - NAHB

• Customer Service Certification

• Hotel Expectations Training

• Hospitality Trainer for Volunteers at Hawaiian Airlines

• Customer Service Trainer for Non-Profit Organizations

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