Customer Service Project Manager

Terence M. Manarpaac

***** **** ***** **** [pic] Las Vegas, Nevada [pic] 702-***-**** [pic]

Email: **********@*****.***

SUMMARY OF QUALIFICATIONS

. Juris Doctor with strong entrepreneurial background;

. Extensive sales and marketing experience with focus on customer

relations;

. Law office management expertise;

. Project management and construction background; and

. Strong eye for website design, layout, functions, and content.

WORK EXPERIENCE

Make an Impact, Las Vegas, NV - Consultant (1/2011 - present)

. Provide business consulting services for a multitude of small

businesses in the Las Vegas area;

. Contract administration, business writing, website design, sales and

marketing;

. Contract law clerk.

Las Vegas Intel (Subsidiary of Midwest Intel), Las Vegas, NV - Director of

Design and Sales, (12/2012 - present)

. Manage, direct and supervise the internal day-to-day administrative

duties of the Las Vegas, NV branch and the ten (10) other virtual

branches in other states;

. Administer all partnership and sales contracts;

. Senior sales, website design and content consultant.

Ace Law Group, PLLC, Las Vegas, NV - Law Clerk, (03/2012 - 10/2012)

. Managed, directed and supervised the internal day-to-day operations of

the firm which included meeting with any and all visitors to the firm;

. Served as the liaison between firm employees and clients on matters

involving customer service and employee responses;

. Draft and review firm communications.

Sanft Law, PC, Las Vegas, NV - Law Clerk, (07/2009 - 11/2010)

. Managed, directed and supervised the internal day-to-day operations of

the firm which included meeting with any and all visitors to the firm;

. Supervised and managed the collections cases and clients for the firm;

. Served as the liaison between firm employees and clients on matters

involving customer service and employee responses;

. Designed and implemented client surveys to document monthly levels of

client satisfaction;

. Provided, implemented and oversaw general information given to new and

prospective clients and responded to client complaints and concerns;

. Reviewed and maintained firm's expenditure reports for

compliance and accuracy;

. Assisted management in the development of policy and processes due to

changes in statutes, state regulations and/or company policy;

. Legal Research, creation and management of both criminal track

and retained files;

. Created exhibits for trial based on technical data and actuary

tables;

. Managed criminal calendar and drafting requests for State

funding for in-house investigator;

. Personal Injury client intakes (including FTCA cases);

. Review of medical reports for veracity;

. Drafting of all requisite letters, and overall case-manager for

a case load of between 250-300 active cases.

. Drafting/filing/mailing of pleadings, motions, discovery, demand

letters, memorandum, correspondence to opposing counsel, and

retainers;

. Drafting and filing LLC documents with Secretary of State

offices in Nevada and California;

. Responsible for acquisition of medical records, police reports,

and discovery;

. Notation during client consultations and follow-up meetings;

. Negotiated reductions in medical costs for clients; and

. Scheduling attorney sessions for traffic tickets; maintaining

relations with clients and parties both friendly and adverse to

clients.

Odunze & Kang, Las Vegas, NV - Law Clerk (03/2008 - 06/2009)

. Managed, directed and supervised the internal day-to-day operations of

the firm which included meeting with any and all visitors to the firm;

. Served as the liaison between firm employees and clients on matters

involving customer service and employee responses;

. Independently followed up and resolved a full range of client

and client family member complaints;

. Provided, implemented and oversaw general information given to new and

prospective clients and responded to client complaints and concerns;

. Legal Research;

. Creation and management of both criminal and civil case files;

. Creation of exhibits for trial based on technical data and

actuary tables;

. Personal Injury client intakes;

. Reviewed police and/or medical reports for compliance and

accuracy;

. Drafting of all requisite letters, and overall case-manager for

a case load of between 100-150 active cases.

. Drafting/filing/mailing of pleadings, motions, discovery, demand

letters, memorandum, correspondence to opposing counsel, and

retainers;

. Drafting and filing LLC documents with Secretary of State

offices in Nevada and California;

. Responsible for acquisition of medical records, police reports,

and discovery;

. Notation during client consultations and follow-up meetings;

. Negotiated reductions in medical costs for clients;

. Scheduling attorney sessions for traffic tickets; maintaining

relations with clients and parties both friendly and adverse to

clients; and

. Assigning and overseeing general clerical duties for the office

staff.

Denton & Lopez, Las Vegas, NV - Extern for Academic Credit, (01/2008 -

05/2008)

. Legal research;

. Initial draft of pleadings;

. Indexing large Bates Stamp files; and

. General clerical tasks.

Student Bar Association, Cooley Law School, Lansing, MI, Office Manager,

(5/2005 - 12/2007)

. Managed, directed and supervised the internal day-to-day operations of

the office;

. Met with visitors to the school including current students,

prospective students, parents, and alumni;

. Served as the liaison between office employees and visitors on matters

involving customer service and employee responses;

. Independently followed up and resolved a full range of visitor

complaints;

. Staff Writer for official newspaper of Thomas M. Cooley Law School,

Lansing, MI (2006 - 2007); and

. Administrative Assistant/Contract Administrator to various Directors

(June 2005 - December 2007).

University of Hawaii at Manoa, Student Housing Services, Honolulu, HI,

Superintendent and Project Manager, (05/2003 - 10/2003)

. Designed, planned, and implemented renovation and painting project for

Noelani dormitories and common areas that had not been renovated since

the late 1970s;

. Hired, trained, managed payroll, directed and supervised the internal

day-to-day operations of the project which consisted of 65 workers;

. Served as the liaison between maintenance employees and Student

Housing Management involving customer service and employee responses

(some of the dormitory rooms were occupied during the renovation

project);

. Independently followed up and resolved a full range of employee's

complaints regarding scheduling preferences and conflicts with other

student employees;

. Created, issued, and monitored bi-weekly surveys to document levels of

student employees' production and satisfaction levels so as to make

changes to procedure, and policy to maintain production levels and

remain within budget;

. Provided and oversaw general information given to residents and

responded to residents' complaints and concerns about air out times;

. Administered and negotiated all contracts with the supply vendors;

. Reviewed maintenance employees' timesheets and expenditure reports for

compliance and accuracy; and

. Maintained continued surveillance and oversight of the project and

maintenance department's expenditures.

University of Hawaii at Manoa, Student Housing Services, Honolulu, HI,

Resident Advisor and Maintenance Supervisor for Wainani Dormitories,

(08/2000 - 05/2003)

. Managed, directed and supervised the day-to-day operations of the

student maintenance crews that I were assigned to my charge;

. Served as the liaison between student maintenance employees and

dormitory on matters involving customer service and employee

responses;

. Independently followed up and resolved a full range of resident's

complaints regarding dormitory repairs and scheduling thereof;

. Designed, planned, and implemented beautification scheme for dormitory

courtyard area;

. Provided, implemented and oversaw general information given to

residents and responded to residents' complaints and concerns;

. Administered and negotiated all contracts with the supply vendors;

. Reviewed maintenance employees' timesheets and expenditure reports for

compliance and accuracy; and

. Maintained continued surveillance and oversight of the maintenance

department's expenditures.

Multiple Residential and Commercial Construction employers, (1989-2000),

Hawaii and Alabama. A multitude of jobs and positions (emphasis on

painting, drywall, and carpentry) within the residential and commercial

sectors for various employers in several states.

. Managed, directed and supervised the day-to-day operations of the field

crews;

. Complete project management including job estimation and negotiations,

procurement of materials, scheduling labor, quality control, and

budget management;

. Served as the liaison between field crews, management and customers

involving the scope of work, quality of work product, and employee

professionalism;

. Independently followed up and resolved a myriad of complaints

regarding customer services i.e. punch-list items, scheduling, scope

of work changes, and anticipated air out times; and

. Skilled journeyman.

Kona Oriental Decor, Kailua-Kona, HI, Family Business (01/1983 - 06/1989)

. Managed, directed and supervised the internal day-to-day operations of

the store;

. Served as the liaison between store employees and customers on matters

involving customer service and employee response;

. Independently followed up and resolved a myriad of complaints

regarding customer services i.e., refunds, scheduling of product

shipping arrival deadlines, etc;

. Designed and developed customer service surveys to document customer

satisfaction in order to increase goodwill for the company;

. Provided general information to customers and visitors to the store

about our products as well as must see places to visit and dine around

the state as well as the Big Island;

. Provided historical information to customers and visitors about the

Big Island, the state of Hawaii and its evolution from ancient times

to the current era;

. Served as the liaison for customer complaints and questions;

. Responsible for anticipating and ordering store supplies and base

products form vendors;

. Managed inventory and monitored the stores packing and distribution

center for the store's overseas carriers i.e., Fed-Ex;

. Oversaw quality control of product being made for store's retail section

and shipping section; and

. Maintained the overall physical plant issues for both the store and its

shipping and distribution center.

EDUCATION

Juris Doctor [pic] Thomas M. Cooley Law School, Lansing, MI, May 2008

Bachelor of Arts, Political Science [pic] University of Hawaii at Manoa,

Honolulu, HI, May 2003

Minor in Speech Communications

MISCELLANEOUS SKILLS

. Conversationally fluent in Ilokano (Filipino dialect) and

. Proficient in a multitude of software including Microsoft Office,

Quickbooks, Mac platforms, etc.

REFERENCES

Sergeant Anthony Branchini [pic] Henderson Police Department, 702-***-****

Patrick Kang, Esq. [pic] Ace Law Group, 702-***-****

Alice Denton, Esq. [pic] Denton, Lopez, & Cho, 702-***-****

Contact this candidate