Customer Service / Business Administrator

Deborah C Atoigue

***** **** ***** **.

Victorville CA. 92392

Mobile: 408-***-****

Email: ac8nem@r.postjobfree.com

Work Experience:

Akima Logistics/Lockwood Hills Federal

NASA Ames Research Center

N255 Room 201

Moffett Field, CA 94035 United States

06/2017 – May 2018

Salary: 72,000.00 USD per year

Hours per week: 50

Business Administrator

Duties, Accomplishments and Related Skills:

Assist Project Managers in all duties related to financial and performance; planning, tracking, and reporting.

Budgeting and financial analysis:

Develops project cost/schedule baselines and budgets

Monitors project actuals and resolves issues

Monitors outstanding project commitments

Monitors the project’s burn rate against funding remaining

Analyze project reports to identify and resolve issues

Documents project status for month-end close reviews

Proactively monitor project time cards, ensure timecard errors are identified and corrections are processed in timely manner

Ensure accuracy of project-related expense reports and ensure timely processing

Project A/R and A/P:

Ensure subcontract/vendor payments are processed correctly and in timely fashion

Provide customer specific invoice backup

Monitor billing and payment status of customer invoices

Perform unbilled analysis and monthly accrual calculation

Assists PM with invoice collection

Track contractual obligations and deliverables

Assist project team with:

Work authorizations

Identifying and analyzing project risk

Development and execution of internal and external project reviews

Generation and analysis of financial reports

Communicating timecard and expense practices for the project

Customer invoice review and approval prior to submission

Funding notifications to the customer

Contracts / Pricing:

Review and analyze contract, subcontracts, and agreements to ensure project meets financial and reporting requirement

Assistance with pricing and historical data collection

Clerical / Administrative Support:

Provided word processing and secretarial support.

Filed and delivered mail as needed

Developed and maintained a current and accurate filing system.

Assisted in planning and preparation of meetings, conferences and conference telephone calls.

Ensured receptionist area was clean and neat to greet customers when entering.

Maintained an adequate inventory of office supplies.

Demonstrated competency placing materials in proper file in accordance with office filling system

Maintained data entry requirements by following data programs, techniques and procedures

Promoted to Motor Pool

10/2016 - 06/2017

Salary: 60,000.00 USD per year

Hours per week: 40

Motor Pool Dispatcher

Duties, Accomplishments and Related Skills:

Work under the direction of the Deputy Project Manager the Motor Vehicle Supervisor supports daily Vehicle and Special Purpose Motor Equipment (SPME) maintenance and repair services for NASA Ames Research Center. Comply with requirements identified in the Performance Work Statement (PWS) and Contract Task Order (CTO) 7

Positive verbal communication skills with internal and external customers

Detailed oriented and able to work with minimum to no supervision.

Assist operators with addressing outstanding vehicle issues

Accurately record time, parts, and inspection checklists

Move company equipment safely on yard as needed

Dispatched vehicles on as needed basis

Washed, waxed, vacuumed and fuel motor vehicles prior to dispatch

Performed physical inspection of GSA fleet prior to dispatching of vehicle

Recorded daily fuel usage and ordered fuel in a timely manner

Physically inspected fuel stations daily

Recorded vehicle service maintenance into Maximo Database

Recorded GSA Fleet maintenance in GSA website

Provided weekly and monthly report to Motor Pool Supervisor for proper recording

Uploaded data from Fuel Master for weekly and monthly report

Able to schedule monthly and six (6) months schedule for NASA and GSA fleet for preventative maintenance

Maintains an up-to-date bus and Cal Train routes

Assures that each scheduled route is appropriately covered by utilizing available relief or substitute drivers/assistants

Checks driver’s licenses to ensure that drivers have a valid license or certification prior to dispatching

Demonstrates a comprehensive knowledge of all facets of driver and driver assistant duties as outlined in state and federal regulations

Monitor special equipment as assigned and maintain appropriate records

Maintain or assist in maintaining assigned files and records; receive and process information according to established guidelines and procedures

Communicate with outside organizations, businesses, government organizations, local police and others as appropriate

Perform a variety of administrative support duties as assigned; type correspondence, memos and other items; compile data from clearly defined sources and prepare reports; answer telephone, send, receive and respond to emails, route calls or messages; prepare and process requisitions; distribute mail. 04/2015 – 10/2016

Salary: 45,760.00 USD per year

Hours per week: 40

Property Administrator

Duties, Accomplishments and Related Skills:

As a Logistics Management Specialist provide administrative assistance with managing property and/ or equipment. Assisted in managing personal property and equipment management systems and cover the Center in effort to scan inventory controlled equipment. Maintained visibility of the equipment management program by involving management officials in equipment utilization surveys, determination of excess, redistribution of idle equipment and pre-screening of planned equipment acquisitions against assets. Provided support in managing the Ames Commute Alternatives Program for the Center, and assists with managing the Fleet Management System for reporting data accuracy. Monitored supply, equipment and transportation database to assure availability and helps prepare and submit system change requests to resolve repetitive error conditions. Supported event management for the Center, Directorate and on large and highly visible events with NASA Ames Conference Center

• Managed on average total of 800 to 850 NASA owned property

• Decaled new acquisitions and prepared records for all controlled equipment in the assigned equipment management area.

• Recorded new NASA owned equipment into SAP database

• Performed continual surveillance to ensure that equipment is used for official purposes only

• Reported untagged controlled equipment to include fabricated equipment found in assigned equipment management areas.

• Ensured that users are assigned to all controlled equipment

• Conducted physical inventory of controlled equipment and supported the inventory team during Center annual inventory scanning

• Performed tagging of Radio Frequency Identification (RFID) on Government owned equipment

• Prepared property passes for Government owned equipment.

• Assured that Government owned equipment was properly disposed and or excessed according to the disposal policy.

• Assisted employees within NASA Ames in redistributing of idle equipment.

• Processed survey reports for Government owned equipment

• Reporting to the Property Disposal Officer all equipment that are no longer needed (or in need of repair)

• Supported the Division Chiefs during annual walk-through inspection to identify underutilized equipment

• Assisted with the transition of newly hired staff at NASA conference Center

• Booked and confirmed events at the NASA Ames Conference Center using file maker

• Coordinated and supported planned events at the NASA Ames Conference Center for large and high visible events

Supervisor: Jesus Casero 650-***-****

Okay to contact this Supervisor: Yes

Xerox Corporation

137 Murray Blvd.

Agana Heights, GU 96910 United States

04/1992 - 01/2015

Hours per week: 40

Customer Service Representative

Duties, Accomplishments and Related Skills:

• Handle customer inquiries, complaints, billing questions and payment extension/service requests

• Ability to effectively deal with difficult customers by utilizing a calm and tempered approach to achieve desired results

• Ability to effectively practice conflict resolution in achieving common goals and objectives

• Interface daily with internal customer to resolve customer’s complaint and issues with speed, accuracy and professionalism.

• Managed a high-volume workload within a call center environment

• Conducted and maintain physical inventories of Xerox equipment to prevent risk management and reutilization of equipment

• Scheduled inventories with customer accounts to meet timeline dates and complete inventory cycles

• Reconciled inventory discrepancies for missing items, overages, and under-utilized equipment

• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

• Helped company attain the highest customer service ratings, earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

• Customer focused representative with a proven capacity to trouble shoot issue to ensure customer satisfaction via the phone using Xerox Computer application to resolution

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

• Received inbound calls for service and or supplies

• Processed and tracked Xerox Supplies orders via the Supply Order Entry system

• Assist users in exercising proper procedures and documentation of applicable asset actions required.

• Assisted Customer Service Engineers to resolve asset discrepancy in inventory by researching usage and location

• Traveled on site to customer location to obtain make and model to include Xerox serial number and meter reads (copy count on Xerox device)

• Assisted in performing asset inventory audit for Xerox Customer Service Engineers

• Managed 7 Xerox Customer Service engineers and dispatched to customer service calls according to level of knowledge and certification to meet company’s targets and customer satisfaction

• Managed Xerox Print Services customers with supply level inventory to avoid or minimize down time

• Obtain Xerox Meter reads and inputted on Xerox application for billing purposes

• Able to work in high paced environment

• Provided accurate and appropriate information in response to customer inquiries

• Responsible for identifying, categorizing, classifying, tagging assets and equipment

• Resolve inventory discrepancies, such as overages/underage’s

• Develop requirement plans and schedules with various users Supervisor: Iris White 808-***-****)

Okay to contact this Supervisor: Yes

Job Related Training:

• Business Objectives for Office (BOBJ)

• System Application and Products (SAP)

• Filemaker

• MAXIMO

• GSA Fleet System

• Federal Motor Vehicle Registration System (FMVRS)

• Voluntary Protection Program (VPP)

• Elevated Privileges on NASA information systems

• Advance formulas and functions in Excel 2013

• Equipment Basic Navigation Course

• 2016 Cybersecurity and Sensitive Unclassified Information Awareness

• Underground Storage Tank (UST)

• Cognos

• Costpoint

Additional Information:

• Microsoft Office Proficient; Excel, Word, PowerPoint, Outlook

• Evaluate and provide new streamline process for Customer Service experience

• Analyze and research to innovate-problem solving skills

• Understanding the importance of the needs of customer

• Ability to adapt to changing environments and sustain the quality of work

• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

• Detailed Oriented

• Team Player

• Able to Multitask

• Able to handle stressful situation

• Highly Motivated, Fast Learner

Contact this candidate